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Service level management : customer focused
Niessen, Jan, (1998)
Best practices in information technology : how corporations get the most value from exploiting their digital investments
Cortada, James W., (1998)
Systems analysis & design fundamentals : a business process design approach
Kock, Ned F., (2007)
Management challenges in IS : successful strategies and appropriate action
MacKeen, James D., (1996)
Creating and facilitating communities of practice
Smith, Heather A., (2003)
Valuing the knowledge management function