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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 Network+ study guide
Network+ study guide
by 
Groth, David.
Format: 
Electronic Resources
Publication Date 
2005
Excerpt: 
Microsoft software -- Examinations -- Study guides.
Available: Copies:
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