Germano Fenner Alberto Sampaio Lima José Neuman de Souza Antão Moura Rossana M. de Castro Andrade A system dynamics model for managing service desk capacity. 1424-1427 2015 IM https://doi.org/10.1109/INM.2015.7140506 conf/im/2015 db/conf/im/im2015.html#FennerLSMA15