author = "Raul Nunes da Silva and Miguel Mira da Silva and Nelson Gama",
   title = "Using People {CMM} for Dealing with Resistance on Implementing {ITIL}",
   booktitle = "Conference on ENTERprise Information Systems (CENTERIS’2010)",
   year = 2010,
   month = oct,
   BibTexOrigem = "7085 www.Inesc-ID.pt 2019-07-20"

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