Yuri Karpov Rostislav I. Ivanovsky Kirill A. Sotnikov Application of Simulation Approaches to Creation of Decision Support System for IT Service Management. 553-558 2007 conf/pact/2007 PaCT http://dx.doi.org/10.1007/978-3-540-73940-1_55 db/conf/pact/pact2007.html#KarpovIS07