A Generic SLA Semantic Model for the Execution Management of E-business Outsourcing Contracts. - Christopher Ward; Melissa J. Buco; Rong N. Chang; Laura Z. Luan (EC-Web, 2002)

Managing eBusiness on Demand SLA Contracts in Business Terms Using the Cross-SLA Execution Manager SAM. - Melissa J. Buco; Rong N. Chang; Laura Z. Luan; Christopher Ward; Joel L. Wolf; Philip S. Yu; Tevfik Kosar; Syed Umair Ahmed Shah (ISADS, 2003)

Integration and Exploitation of SLA Management Data using the DIRECT Metadata Management Framework. - Christopher Ward; Nianhua Li; Melissa J. Buco; Rong N. Chang; Laura Z. Luan (CCCT (2), 2004)

Utility computing SLA management based upon business objectives. - Melissa J. Buco; Rong N. Chang; Laura Z. Luan; Christopher Ward; Joel L. Wolf; Philip S. Yu (IBM Syst. J., 2004)

PEM: A Framework Enabling Continual Optimization of Workflow Process Executions Based upon Business Value Metrics. - Melissa J. Buco; Rong N. Chang; Laura Z. Luan; Edward So; Chunqiang Tang; Christopher Ward (IEEE SCC, 2005)

Fresco: A Web Services based Framework for Configuring Extensible SLA Management Systems. - Christopher Ward; Melissa J. Buco; Rong N. Chang; Laura Z. Luan; Edward So; Chunqiang Tang (ICWS, 2005)

Low traffic overlay networks with large routing tables. - Chunqiang Tang; Melissa J. Buco; Rong N. Chang; Sandhya Dwarkadas; Laura Z. Luan; Edward So; Christopher Ward (SIGMETRICS, 2005)

IT service management automation - A hybrid methodology to integrate and orchestrate collaborative human centric and automation centric workflows. - Naga Ayachitula; Melissa J. Buco; Yixin Diao; Maheswaran Surendra; Raju Pavuluri; Larisa Shwartz; Christopher Ward (IEEE SCC, 2007)

IT Service Management Automation - An Automation Centric Approach Leveraging Configuration Control, Audit Verification and Process Analytics. - Naga Ayachitula; Melissa J. Buco; Yixin Diao; Bradford Fisher; David Loewenstern; Christopher Ward (DSOM, 2007)

Service Provider Considerations for IT Service Management. - Larisa Shwartz; Naga Ayachitula; Melissa J. Buco; Maheswaran Surendra; Christopher Ward; Steve Weinberger (Integrated Network Management, 2007)

IT Service Provider's Multi-Customer and Multi-Tenant Environments. - Larisa Shwartz; Naga Ayachitula; Melissa J. Buco; Genady Grabarnik; Maheswaran Surendra; Christopher Ward; Steve Weinberger (CEC/EEE, 2007)

Integrated change and configuration management. - Christopher Ward; Vijay Aggarwal; Melissa J. Buco; Emi Olsson; Steve Weinberger (IBM Syst. J., 2007)

Decomposition of IT service processes and alternative service identification using ontologies. - Christian Bartsch 002; Larisa Shwartz; Christopher Ward; Genady Grabarnik; Melissa J. Buco (NOMS, 2008)

Social Computing and Governance in an Enterprise Service for Managing Business Processes. - Melissa J. Buco; Hani Jamjoom; Mark Podlaseck; Huiming Qu (SERVICES II, 2009)

Crowdsourcing and service delivery. - Hani Jamjoom; Huiming Qu; Melissa J. Buco; Milton Hernandez; Debanjan Saha; Mahmoud Naghshineh (IBM J. Res. Dev., 2009)

Managing Process Assets in a Global IT Service Delivery Environment. - Melissa J. Buco; Hani Jamjoom; Tom Parsons; Scott Schorno (Business Process Management Workshops, 2010)

Dispatch tooling for global service delivery. - David Loewenstern; Melissa J. Buco; Yixin Diao; Heiko Ludwig; Christopher Ward (CNSM, 2010)

Quality of IT service delivery - Analysis and framework for human error prevention. - Larisa Shwartz; Daniela Rosu 001; David Loewenstern; Melissa J. Buco; Shang Guo; Rafael Lavrado; Manish Gupta 007; Pradipta De; Venkateswara Reddy Madduri; Jai K. Singh (SOCA, 2010)

Effort instrumentation and management in service delivery environments. - Melissa J. Buco; Daniela Rosu 001; Dikran S. Meliksetian; Frederick Wu; Nikos Anerousis (CNSM, 2012)