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)