Bibliografia

Principal

• - Dumas, M., La Rosa, M. , Mendling, J. and Reijers, H.A. (2018). Fundamentals of Business Process Management, 2nd Edition. Springer. - Henriques, Telmo. (2019). Gestão de Sistemas de Informação: frameworks, modelos e processos. FCA Editora, Lisboa. - Migdadi, M. M. (2021). Knowledge management, customer relationship management and innovation capabilities. Journal of Business & Industrial Marketing, 36(1), 111-124. - Nonaka, I., & Takeuchi, H. (1995). The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation. Oxford University Press, USA. - Manesh, M. F., Pellegrini, M. M., Marzi, G., & Dabic, M. (2020). Knowledge management in the fourth industrial revolution: Mapping the literature and scoping future avenues. IEEE Transactions on Engineering Management, 68(1), 289-300. -Shannak, R., Masa’deh, R., & Akour, M. (2012). Knowledge management strategy building: Literature review. European Scientific Journal, 8(15), 143-168.:

Secundária

• -Rusman, A., Nadlifatin, R., & Subriadi, A. P. (2022). Information system audit using COBIT and ITIL framework: literature review. Sinkron: jurnal dan penelitian teknik informatika, 6(3), 799-810. - Chrissis, M., Konrad, M. and Shrum, S. (2011). CMMI for Development: Guidelines for Process Integration and Product Improvement, 3rd Edition. Pearson Education. Boston, MA. - Becerra-Fernandez, I, and Sabherwal, R. (2015). Knowledge Management Systems and Processes, 2nd Edition. Routledge. USA. - Berniak-Woźny, J., & Szelągowski, M. (2022). Towards the assessment of business process knowledge intensity – a systematic literature review. Business Process Management Journal, 28(1), 40-61. - Laudon, K. and Laudon, J. (2016). Management Information Systems: Managing the Digital Firm, 14th edition. Pearson Education Limited. London - Khan, M., Ali, I., Mehmood, W., Nisar, W., Aslam, W., Shafiq, M., & Choi, J. G. (2021). CMMI Compliant Modernization Framework to Transform Legacy Systems. Intelligent Automation & Soft Computing, 27(2). - Van Bon, J., De Jong, A., Kolthof, A., Pieper, M., Tjassing, R., Van Der Veen, A., & Verheijen, T. (2008). Foundations of IT Service Management Based on ITIL® (Vol. 3). Van Haren. - The Stationery Office. (2012). An Introductory Overview of ITIL 2011. The Stationery Office. Norwich, UK. - Al-Ashmoery, Y., Haider, H., Haider, A., Nasser, N., & Al-Sarem, M. (2021, December). Impact of IT service management and ITIL framework on the businesses. In 2021 International Conference of Modern Trends in Information and Communication Technology Industry (MTICTI) (pp. 1-5). IEEE. - IIBA. (2009). A guide to the business analysis body of knowledge, version2.0. International Institute of Business Analysis. Toronto, Canada. - Westerman, G., Bonnet, D., McAfee A (2014) Leading digital : turning technology into business transformation , Harvard Business Review Press: