An Ontology for IT Services. - Jorge Manuel Freitas; Anacleto Correia; Fernando Brito e Abreu (JISBD, 2008)

Definition and Validation of Metrics for ITSM Process Models. - Fernando Brito e Abreu; Raquel de Bragança V. da Porciúncula; Jorge Manuel Freitas; José Carlos Costa (QUATIC, 2010)