@Inproceedings\{PedroOliveira_10_2009,
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 = {October},
}