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Definition and Validation of Metrics for ITSM Process Models.
Fernando Brito e Abreu
Raquel de Bragança V. da Porciúncula
Jorge Manuel Freitas
José Carlos Costa
Published in:
QUATIC (2010)
Keyphrases
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process model
process mining
business processes
business process
event logs
business process models
reference models
petri net
software process
case study
service providers
code generator
dynamic behaviors
control flow
information systems
web services
artificial intelligence