It Takes an IT Village to Raise a Service Desk. - Kirsten Petersen (SIGUCCS, 2019)

Creating a "Phoenix" Service Desk. - Kirsten Petersen; Andrew Wheeler; Max Cohen (SIGUCCS, 2019)

One IT Serving Many - Using ITSM to Drive Organizational Change and Align a Federated IT Organization. - Lucas Friedrichsen; Terralyn Vandetta; Andrew Wheeler; Carolyn Rothwell; Sean Bangs; Alex Merino; Kirsten Petersen (SIGUCCS, 2025)