Leila Zia Yixin Diao Daniela Rosu Christopher Ward Kamal Bhattacharya Optimizing Change Request Scheduling in IT Service Management. 41-48 2008 IEEE SCC (1) http://doi.ieeecomputersociety.org/10.1109/SCC.2008.144 conf/IEEEscc/2008 db/conf/IEEEscc/scc2008.html#ZiaDRWB08