Naga Ayachitula Melissa J. Buco Yixin Diao Bradford Fisher David Loewenstern Christopher Ward IT Service Management Automation - An Automation Centric Approach Leveraging Configuration Control, Audit Verification and Process Analytics. 195-198 2007 conf/dsom/2007 DSOM http://dx.doi.org/10.1007/978-3-540-75694-1_19 db/conf/dsom/dsom2007.html#AyachitulaBDFLW07