author = "Diogo Ferreira and Miguel Mira da Silva",
   title = "Using Process Mining for {ITIL} Assessment: {A} Case Study with Incident Management",
   booktitle = "13th Annual Conference UKAIS 2008",
   location = "Bournemouth",
   year = 2008,
   month = apr,
   BibTexOrigem = "4922 www.Inesc-ID.pt 2019-07-20"

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