author = "Ruben Pereira and Miguel Mira da Silva",
   title = "{A} Maturity Model for Implementing {ITIL} v3",
   booktitle = "IEEE 6th World Congress on Services",
   pages = "399-406",
   year = 2010,
   month = jun,
   BibTexOrigem = "7077 www.Inesc-ID.pt 2018-12-18"

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