Taylor, ChrisProbst, ChristianDittrich, Klaus R.König, WolfgangOberweis, AndreasRannenberg, KaiWahlster, Wolfgang2019-11-142019-11-1420033-88579-363-6https://dl.gi.de/handle/20.500.12116/29776Natural Language is not appropriate for reference models because it risks being an in-complete, unstructured and inconsistent form of representation. This paper presents insights into a qualitative study examining both textual descriptions and semi-formal models based on ITIL. The conclusion is that a hybrid approach of models and textual extended explanations and definitions is the best approach to depicting business process reference models.deText/Conference Paper1617-5468