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@incollection{DBLP:series/isrl/AhlanAA14,
  author       = {Abdul Rahman Ahlan and
                  Yusri Arshad and
                  Binyamin A. Ajayi},
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {{IT} Governance in a Malaysian Public Institute of Higher Learning
                  and Intelligent Decision Making Support System Solution},
  booktitle    = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  pages        = {19--33},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2\_2},
  doi          = {10.1007/978-3-642-39928-2\_2},
  timestamp    = {Mon, 26 Oct 2020 08:19:37 +0100},
  biburl       = {https://dblp.org/rec/series/isrl/AhlanAA14.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@incollection{DBLP:series/isrl/CastroMG14,
  author       = {Roberto P{\'{e}}rez L{\'{o}}pez de Castro and
                  Inty S{\'{a}}ez Mosquera and
                  Jorge Marx G{\'{o}}mez},
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {Towards Semantic Support for Business Process Integration},
  booktitle    = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  pages        = {83--99},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2\_5},
  doi          = {10.1007/978-3-642-39928-2\_5},
  timestamp    = {Tue, 16 May 2017 01:00:00 +0200},
  biburl       = {https://dblp.org/rec/series/isrl/CastroMG14.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@incollection{DBLP:series/isrl/CongerP14,
  author       = {Sue A. Conger and
                  Jack Probst},
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {Knowledge Management in {ITSM:} Applying the {DIKW} Model},
  booktitle    = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  pages        = {1--18},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2\_1},
  doi          = {10.1007/978-3-642-39928-2\_1},
  timestamp    = {Wed, 02 Dec 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/series/isrl/CongerP14.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@incollection{DBLP:series/isrl/ErekPZ14,
  author       = {Koray Erek and
                  Thorsten Pr{\"{o}}hl and
                  R{\"{u}}diger Zarnekow},
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {Managing Cloud Services with {IT} Service Management Practices},
  booktitle    = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  pages        = {67--81},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2\_4},
  doi          = {10.1007/978-3-642-39928-2\_4},
  timestamp    = {Tue, 16 May 2017 01:00:00 +0200},
  biburl       = {https://dblp.org/rec/series/isrl/ErekPZ14.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@incollection{DBLP:series/isrl/MemariG14,
  author       = {Ammar Memari and
                  Jorge Marx G{\'{o}}mez},
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {Adaptive Applications: Definition and Usability in IT-based Service
                  Systems Management},
  booktitle    = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  pages        = {131--154},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2\_7},
  doi          = {10.1007/978-3-642-39928-2\_7},
  timestamp    = {Fri, 09 Jun 2017 01:00:00 +0200},
  biburl       = {https://dblp.org/rec/series/isrl/MemariG14.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@incollection{DBLP:series/isrl/MoraPCGG14,
  author       = {Manuel Mora and
                  Gloria E. Phillips{-}Wren and
                  Francisco Cervantes{-}P{\'{e}}rez and
                  Leonardo Garrido and
                  Ovsei Gelman},
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {Improving {IT} Service Management with Decision-Making Support Systems},
  booktitle    = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  pages        = {215--232},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2\_11},
  doi          = {10.1007/978-3-642-39928-2\_11},
  timestamp    = {Mon, 26 Oct 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/series/isrl/MoraPCGG14.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@incollection{DBLP:series/isrl/OrtegaLM14,
  author       = {C. P. Marin Ortega and
                  C. P. P{\'{e}}rez Lorences and
                  Jorge Marx G{\'{o}}mez},
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {Architecture for Business Intelligence Design on the {IT} Service
                  Management Scope},
  booktitle    = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  pages        = {201--213},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2\_10},
  doi          = {10.1007/978-3-642-39928-2\_10},
  timestamp    = {Tue, 16 May 2017 01:00:00 +0200},
  biburl       = {https://dblp.org/rec/series/isrl/OrtegaLM14.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@incollection{DBLP:series/isrl/PalomaresM14,
  author       = {Ivan Palomares and
                  Luis Mart{\'{\i}}nez{-}L{\'{o}}pez},
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {Attitude-based Consensus Model for Heterogeneous Multi-criteria Large-Scale
                  Group Decision Making: Application to IT-based Services Management},
  booktitle    = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  pages        = {155--177},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2\_8},
  doi          = {10.1007/978-3-642-39928-2\_8},
  timestamp    = {Fri, 16 Sep 2022 01:00:00 +0200},
  biburl       = {https://dblp.org/rec/series/isrl/PalomaresM14.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@incollection{DBLP:series/isrl/QuimbayaGBMGL14,
  author       = {Alexandra Pomares Quimbaya and
                  Rafael A. Gonz{\'{a}}lez and
                  Wilson{-}Ricardo Boh{\'{o}}rquez and
                  Oscar Mauricio Mu{\~{n}}oz and
                  Olga Milena Garc{\'{\i}}a and
                  Dario Londo{\~{n}}o},
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {Improving Decision-Making for Clinical Research and Health Administration},
  booktitle    = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  pages        = {179--200},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2\_9},
  doi          = {10.1007/978-3-642-39928-2\_9},
  timestamp    = {Tue, 23 Jan 2024 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/series/isrl/QuimbayaGBMGL14.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@incollection{DBLP:series/isrl/Renna14,
  author       = {Paolo Renna},
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {Integrating {ERP} with Negotiation Tools in Supply Chain},
  booktitle    = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  pages        = {101--129},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2\_6},
  doi          = {10.1007/978-3-642-39928-2\_6},
  timestamp    = {Fri, 09 Jun 2017 01:00:00 +0200},
  biburl       = {https://dblp.org/rec/series/isrl/Renna14.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@incollection{DBLP:series/isrl/ValverdeT14,
  author       = {Raul Valverde and
                  Malleswara Talla},
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {{DSS} Based {IT} Service Support Process Reengineering Using {ITIL:}
                  {A} Case Study},
  booktitle    = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  pages        = {35--65},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2\_3},
  doi          = {10.1007/978-3-642-39928-2\_3},
  timestamp    = {Tue, 16 May 2017 01:00:00 +0200},
  biburl       = {https://dblp.org/rec/series/isrl/ValverdeT14.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}

@book{DBLP:series/isrl/55,
  editor       = {Manuel Mora and
                  Jorge Marx G{\'{o}}mez and
                  Leonardo Garrido and
                  Francisco Cervantes{-}P{\'{e}}rez},
  title        = {Engineering and Management of IT-based Service Systems - An Intelligent
                  Decision-Making Support Systems Approach},
  series       = {Intelligent Systems Reference Library},
  volume       = {55},
  publisher    = {Springer},
  year         = {2014},
  url          = {https://doi.org/10.1007/978-3-642-39928-2},
  doi          = {10.1007/978-3-642-39928-2},
  isbn         = {978-3-642-39927-5},
  timestamp    = {Mon, 26 Oct 2020 00:00:00 +0100},
  biburl       = {https://dblp.org/rec/series/isrl/55.bib},
  bibsource    = {dblp computer science bibliography, https://dblp.org}
}
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