author = "Pedro Oliveira and Nuno Furtado da Silva and Miguel Mira da Silva",
   title = "{A} Process for Estimating the Value of {ITIL} Implementations",
   booktitle = "Conference on Enterprise Information Systems (CENTERIS 2009)",
   location = "Ofir, Portugal",
   year = 2009,
   month = oct,
   BibTexOrigem = "6096 www.Inesc-ID.pt 2019-06-17"

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