Berihun, Getamesay, 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 October 13, 2025. https://journal-isi.org/index.php/isi/article/view/145.