[IEEE 2018 Fifth International Conference on eDemocracy & eGovernment (ICEDEG) - Ambato, Ecuador (2018.4.4-2018.4.6)] 2018 International Conference on eDemocracy & eGovernment (ICEDEG) - Analysis of COBIT 5 Process “DSS02 - Manage Service Requests and Incidents” for the Service Desk Using Process Mining

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