STEFFEN, Leandro Aparecido Antunes. IT Service Management: Analysis and Proposition of the ITIL Model in a Brazilian Federal University. International Journal of Advanced Engineering Research and Science, [S. l.], v. 6, n. 4, 2019. Disponível em: https://journal-repository.com/index.php/ijaers/article/view/908.. Acesso em: 22 jul. 2024.