@inproceedings{KalinowskiR13,
  author    = {Marcos Kalinowski and
               Sheila Reinehr},
  title     = {Estruturando Desenvolvimento de Software como um Servi{\c{c}}o de TI: Uma Experi{\^e}ncia Pr{\'a}tica},
  abstract  = {In organizational environments involving systems in production, it is not always possible to predict development demands that will arise. In this scenario, it becomes a business advantage for suppliers to structure themselves in order to provide services able to deal with these demands, properly handling their volume and their treatment priority. In this paper, we report the experience of structuring software development as an IT service delivery according to a service level agreement (SLA) established along with the customer to meet their business needs. Both, the external vision, through contractual terms, and the internal vision, through managerial controls used to meet the SLA, are presented.},
  booktitle = {{SBQS} 2013 - Proceedings of the Brazilian Symposium on Software Quality, Salvador, Brazil},
  pages     = {318-325},
  note      = {<font color="red">Best Paper Candidate (invited for journal extension)!</font>},    
  year      = {2013},
  urlAuthor_version       = {http://www.inf.puc-rio.br/~kalinowski/publications/KalinowskiR13.pdf},
  doi       = {},
}

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