Bibliografia

Principal

  • ? Henriques, Telmo. (2019). Gestão de Sistemas de Informação: frameworks, modelos e processos. FCA Editora, Lisboa ? Dumas, M., La Rosa, M. , Mendling, J. and Reijers, H.A. (2018). Fundamentals of Business Process Management, 2nd Edition. Springer. ? Becerra-Fernandez, I, and Sabherwal, R. (2015). Knowledge Management Systems and Processes, 2nd Edition. Routledge. USA:

Secundária

  • ? The Stationery Office. (2012). An Introductory Overview of ITIL 2011. The Stationery Office. Norwich, UK. ? The Stationery Office. (2007). ITIL Continual Service Improvement. The Stationery Office. Norwich, UK. ? The Stationery Office. (2007). ITIL Service Operation. The Stationery Office. Norwich, UK. ? The Stationery Office. (2007). ITIL Service Transition. The Stationery Office. Norwich, UK. ? The Stationery Office. (2007). ITIL Service Design. The Stationery Office. Norwich, UK. ? The Stationery Office. (2007). ITIL Service Strategy. The Stationery Office. Norwich, UK. ? SEI. (2011) Standard CMMI Appraisal Method for Process Improvement (SCAMPI) A, V1.3: Method Definition Document. Software Engineering Institute - Carnegie Mellon University. ? SEI. (2010) CMMI for Acquisitions V1.3. Software Engineering Institute - Carnegie Mellon University. ? SEI. (2010) CMMI for Services V1.3. Software Engineering Institute - Carnegie Mellon University. ? SEI. (2010) CMMI for Development V1.3. Software Engineering Institute - Carnegie Mellon University. ? Nonaka, I., & Takeuchi, H. (1995). The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation. Oxford University Press, USA. ? Laudon, K. and Laudon, J. (2016). Management Information Systems: Managing the Digital Firm, 14th edition. Pearson Education Limited. London ? IIBA. (2009). A guide to the business analysis body of knowledge, version2.0. International Institute of Business Analysis. Toronto, Canada. ? Gallagher, B., Phillips, M., Richter, K. and Shrum, S. (2011). CMMI for Acquisition: Guidelines for Improving the Acquisition of Products and Services, 2nd Edition. Pearson Education. Boston, MA. ? Forrester, E., Buteau, B. and Shrum, S. (2010). CMMI for Services; Guidelines for Superior Service. Pearson Education. Boston, MA. ? Chrissis, M., Konrad, M. and Shrum, S. (2011). CMMI for Development: Guidelines for Process Integration and Product Improvement, 3rd Edition. Pearson Education. Boston, MA. :