MLA
Oliveira, Pedro,et al. "A Process for Estimating the Value of ITIL Implementations." Enterprise Information Systems Design, Implementation and Management: Organizational Applications, edited by Maria Manuela Cruz-Cunha and Joao Varajao, IGI Global, 2011, pp. 396-411. http://doi:10.4018/978-1-61692-020-3.ch025
APA
Oliveira, P., da Silva, N. F., & da Silva, M. (2011). A Process for Estimating the Value of ITIL Implementations. In Cruz-Cunha, M. M., & Varajao, J. (Ed.), Enterprise Information Systems Design, Implementation and Management: Organizational Applications (pp. 396-411). IGI Global. http://doi:10.4018/978-1-61692-020-3.ch025
Chicago
Oliveira, Pedro and Nuno Furtado da Silva, and Miguel Mira da Silva. "A Process for Estimating the Value of ITIL Implementations." In Enterprise Information Systems Design, Implementation and Management: Organizational Applications. edited by Maria Manuela Cruz-Cunha , and Joao Varajao, 396-411. Hershey, PA: IGI Global, 2011. http://doi:10.4018/978-1-61692-020-3.ch025
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