Steve Mastrianni David F. Bantz Kirk A. Beaty Tom Chefalas Srikant Jalan Gautam Kar Andrzej Kochut Dongjun Lan Larry O'Connell Anca Sailer Gang Wang Qingbo Wang Dennis G. Shea IT Autopilot: A flexible IT service management and delivery platform for small and medium business. 609-624 2007 46 IBM Systems Journal 3 http://dx.doi.org/10.1147/sj.463.0609 db/journals/ibmsj/ibmsj46.html#MastrianniBBCJKKLOSWWS07