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Béatrix Barafort, David Jezek, Timo Mäkinen, Svatopluk Stolfa, Timo Varkoi, Ivo Vondrák. Modeling and Assessment in IT Service Process Improvement. In Rory O Connor, Nathan Baddoo, Kari Smolander, Richard Messnarz, editors, Software Process Improvement, 15th European Conference, EuroSPI 2008, Dublin, Ireland, September 3-5, 2008. Proceedings. Volume 16 of Communications in Computer and Information Science, pages 117-128, Springer, 2008. [doi]

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