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1.
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
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2014
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and Request Fulfillment -- Knowledge Management Process -- Change Management Process -- Service Asset
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