IMROZ, S. M. A Qualitative Case Study Identifying Metrics for ITIL Request Fulfillment Process: Perspectives of an Information Technology Service Provider Group. Journal of Organizational Psychology, [S. l.], v. 19, n. 4, 2019. Disponível em: https://articlearchives.co/index.php/JOP/article/view/4399. Acesso em: 12 dec. 2025.