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Notice of Retraction
After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE's Publication Principles.
We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.
The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.
IT service providers face a great need to improve the quality of services by IT service management (ITSM) in highly complex IT Environments. This pressure demands a strong collaboration from both the external service providers and internal service providers. However, providers still lack the necessary support, in methodologies and tools, to achieve efficient collaboration strategies. This paper proposes an innovative approach which comprehends a methodology and a tool to support collaborative work in IT service management. The main ideal of this solution is to integrate worksheet management with the core processes of service support defined in IT Infrastructure Library (ITIL), and inject delegation mechanism to the configuration management.