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1. 
Cover image for A guide to service desk concepts
A guide to service desk concepts
A guide to service desk concepts
by 
Knapp, Donna, author.
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Format: 
Books
Publication Date 
2014
Excerpt: 
from Help Desk to Service Desk -- Components of a Successful Service Desk -- People -- Processes
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2. 
Cover image for Creative strategy in advertising
Creative strategy in advertising
Creative strategy in advertising
by 
Drewniany, Bonnie L., author.
Format: 
Books
Publication Date 
2014
Excerpt: 
understanding of people and an awareness of their needs, the text moves through the creative process step by
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