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IIEC Cert Holders
Gartner’s Industrialized Low-Cost IT Services (ILCS) by 2015
SLAs to meet Service Management Goals!
Intercultural Management Skills for Service Managers
OTRS – Free ITSM Tool
Understanding Our Customers and Persuading Them
Service Delivery Framework • The Definitive Guide
Definition: ITSM (IT Service Management)
Service Level Agreements – Why They Don’t Always Work?
Defining the Scope for Service Quality
Are We “Component” Oriented or “Service” Oriented?
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