author = "Andr{\'e} Lino and Miguel Mira da Silva",
   title = "Improving {ITIL} processes using a Lean Methodology",
   booktitle = "Conference on Enterprise Information Systems (CENTERIS 2009)",
   location = "Ofir, Portugal",
   year = 2009,
   month = oct,
   BibTexOrigem = "6249 www.Inesc-ID.pt 2019-06-24"

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