@mastersThesis{AnaLuciaVieira__,
   author = "Ana L{\'u}cia Vieira",
   title = "{A} {CRM} Approach for Implementing {ITIL}",
   school = "Instituto Superior T{\'e}cnico",
   type = "Master's Thesis",
   BibTexOrigem = "7996 www.Inesc-ID.pt 2018-06-19"
}





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