From Incident Reports to Improvement Recommendations: Analyzing IT Help Desk Data. - Anneliese Amschler Andrews; Joseph Lucente (Australian Software Engineering Conference, 2014)

Predicting Incident Reports for IT Help Desk. - Anneliese Amschler Andrews; Joseph Lucente (DSN, 2014)

On the Viability of Using SRGMs for IT Help Desk Incident Predictions. - Anneliese Andrews; Joseph Lucente (QRS, 2015)

Comparing development approaches and reuse strategies: An empirical evaluation of developer views from the aerospace industry. - Julia F. Varnell-Sarjeant; Anneliese Amschler Andrews; Joe Lucente; Andreas Stefik (Inf. Softw. Technol., 2015)

Towards better help desk planning: Predicting incidents and required effort. - Anneliese Amschler Andrews; Philip Beaver; Joseph Lucente (J. Syst. Softw., 2016)