Lazaropoulos, A. G., and H. C. Leligou. “SLAs, KPIs and BPMN Standard for the Digital Transformation of the Enterprises’ IT Business Processes: The SLO Cases of Service Desk Response Time and Fault Detection”. International Journal of Synergy in Engineering and Technology, Vol. 4, no. 2, Oct. 2023, pp. 1-36, https://ijset.tatiuc.edu.my/index.php/ijset/article/view/176.