@inproceedings{EDOC-2010-NezhadBGSS,
	author        = "Hamid R. Motahari Nezhad and Claudio Bartolini and Sven Graupner and Sharad Singhal and Susan Spence",
	booktitle     = "{Proceedings of the 14th International Enterprise Distributed Object Computing Conference}",
	doi           = "10.1109/EDOC.2010.20",
	isbn          = "978-0-7695-4163-1",
	pages         = "247--256",
	publisher     = "{IEEE Computer Society}",
	title         = "{IT Support Conversation Manager: A Conversation-Centered Approach and Tool for Managing Best Practice IT Processes}",
	year          = 2010,
}