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Book Chapter, Paszkiewicz, Z., and W. Picard, Analysis of the Volvo IT Incident and Problem Handling Processes using Process Mining and Social Network Analysis , in: Proceedings of the 3rd Business Process Intelligence Challenge co-located with 9th International Business Process Intelligence Workshop (BPI 2013), ed. van Dongen, B., B. Weber, D. Ferreira, and J D. Weerdt , CEUR online proceedings, Beijing, China, August 26, 2013, 2013. Abstract