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Simulation Environment for IT Service Support Processes: Supporting Service Providers in Estimating Service Levels for Incident Management

Christian Bartsch, Marco von Mevius, Andreas Oberweis. Simulation Environment for IT Service Support Processes: Supporting Service Providers in Estimating Service Levels for Incident Management. In Claus Atzenbeck, Oana Dini, Michael Hitson, Borka Jerman-Blazic, editors, Second International Conference on Information, Process, and Knowledge Management, eKNOW 2010, Saint Maarten, Netherlands, Antilles, February 10-15, 2010. pages 23-31, IEEE Computer Society, 2010. [doi]

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Christian Bartsch

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Marco von Mevius

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Andreas Oberweis

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