BOBER, P. Simulation for IT Service Desk Improvement. Quality Innovation Prosperity, [S. l.], v. 18, n. 1, p. 47–58, 2014. DOI: 10.12776/qip.v18i1.343. Disponível em: https://qip-journal.eu/index.php/QIP/article/view/343. Acesso em: 20 apr. 2024.