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MLA
“SERVICE DESIGN METRICS.” The Definitive Guide to IT Service Metrics, by KURT McWHIRTER and TED GAUGHAN, IT Governance Publishing, Ely, Cambridgeshire, United Kingdom, 2012, pp. 68–163, www.jstor.org/stable/j.ctt5hh61q.10. Accessed 26 May 2020.
APA
McWHIRTER, K., & GAUGHAN, T. (2012). SERVICE DESIGN METRICS. In The Definitive Guide to IT Service Metrics (pp. 68-163). Ely, Cambridgeshire, United Kingdom: IT Governance Publishing. Retrieved May 26, 2020, from www.jstor.org/stable/j.ctt5hh61q.10
CHICAGO
McWHIRTER, KURT, and TED GAUGHAN. "SERVICE DESIGN METRICS." In The Definitive Guide to IT Service Metrics, 68-163. Ely, Cambridgeshire, United Kingdom: IT Governance Publishing, 2012. Accessed May 26, 2020. www.jstor.org/stable/j.ctt5hh61q.10.

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