@Inproceedings\{DiogoFerreira_4_2008,
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 = {April},
}