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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: 
-- Problem Investigation and Diagnosis -- Request Fulfillment Process -- Distinguishing Incident Management
Available: Copies:
2. 
Cover image for The theory and practice of change management
The theory and practice of change management
by 
Hayes, John, 1943-
View this book online, via DawsonERA, both on- and off-campus
Dawsonera http://www.dawsonera.com/depp/reader/protected/external/AbstractView/S9781137289025
Format: 
Electronic Resources
Publication Date 
2014
Excerpt: 
-- Diagnosis -- Gathering and interpreting information -- The role of leadership in change management -- Power
Available: Copies: