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1. 
Cover image for A guide to service desk concepts
A guide to service desk concepts
by 
Knapp, Donna, author.
https://ezproxy.iielearn.ac.za/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=nlebk&AN=2281846&site=ehost-live
Format: 
Books
Publication Date 
2014
Excerpt: 
® (ITIL®) -- Microsoft Operations Framework (MOF) -- ISO/IEC 20000 -- Common Process Characteristics
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2. 
Cover image for CompTIA A+ certification exam guide : exams 220-801 & 220-802
CompTIA A+ certification exam guide : exams 220-801 & 220-802
by 
Meyers, Mike, 1961-
Format: 
Books
Publication Date 
2012
Excerpt: 
-- System tools -- Command line -- Microsoft management console -- Administrative tools -- Action center
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