author = "Ruben Pereira and Miguel Mira da Silva",
   title = "{A} Maturity Model for Implementing {ITIL} {V3} in Practice",
   booktitle = "15th IEEE International Enterprise Distributed Object Computing Conference Workshops, Helsinki, Finland",
   publisher = "IEEE Computer Society",
   year = 2011,
   month = aug,
   BibTexOrigem = "7988 www.Inesc-ID.pt 2019-06-19"

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