KYSSA, O.; KRAIEVSKA, A. Trends in Managing Multinational End-User Remote Technical Support Teams in a Global IT Enterprise: Implementation of ITSM and ITIL Practices. Science and Innovation, Ukraine, v. 21, n. 4, p. 85–97, 2025. DOI: 10.15407/scine21.04.085. Disponível em: https://scinn-eng.org.ua/ojs/index.php/ni/article/view/959. Acesso em: 24 apr. 2026.