Quality in IT Service Management
Day 3 - September 25 (Room-A)
9:00–10:30	Session 1
⇒	Welcome	Dr Marion Lepmets, Track Chair
⇒	Keynote talk: IT Service Quality	Dr Marion Lepmets and Prof Miguel Mira da Silva
⇒	Incident Management Optimization through the Reuse of Experiences and Natural Language Processing	Glauber Bezerra, Vladia Pinheiro and Adriano Albuquerque (University of Fortaleza, Brazil)
⇒	Toward a Gamification Model to Improve IT Service Management Quality on Service Desk	Fabio S. Conceicao, Alan P. Silva, Ananias Q. O. Filho and Reinaldo S. C. Filho (Federal University of Alagoas, Brazil)