Berihun, Getamesay Biyadgilign, and Dereje Teferi. “Developing an Improved ITSM Framework for Ethio Telecom”. Journal of Information Systems and Informatics 3, no. 2 (June 25, 2021): 433–455. Accessed March 7, 2026. https://www.journal-isi.org/index.php/isi/article/view/145.