Claudio Bartolini Cesare Stefanelli Mauro Tortonesi SYMIAN: A Simulation Tool for the Optimization of the IT Incident Management Process. 83-94 2008 DSOM http://dx.doi.org/10.1007/978-3-540-87353-2_7 conf/dsom/2008 db/conf/dsom/dsom2008.html#BartoliniST08