References

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Baschob, J., & Piott, J. (2007). The executive’s guide to information technology (2nd ed.). Hoboken, NJ: John Wiley & Sons.

Behr, K., Kim, K., & Spafford, G. (2007). The visible ops handbook: Implementing ITIL in 4 practical and auditable steps. Eugene, OR: IT Process Institute.

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Brassard, M., Field, C., Oddo, F., Page, B., Ritter., D., & Smith, L. (2000). The problem solving memory jogger. Salem, NH: ...

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