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MLA
“SERVICE OPERATION METRICS.” The Definitive Guide to IT Service Metrics, by KURT McWHIRTER and TED GAUGHAN, IT Governance Publishing, Ely, Cambridgeshire, United Kingdom, 2012, pp. 224–278, www.jstor.org/stable/j.ctt5hh61q.12. Accessed 13 Aug. 2020.
APA
McWHIRTER, K., & GAUGHAN, T. (2012). SERVICE OPERATION METRICS. In The Definitive Guide to IT Service Metrics (pp. 224-278). Ely, Cambridgeshire, United Kingdom: IT Governance Publishing. Retrieved August 13, 2020, from www.jstor.org/stable/j.ctt5hh61q.12
CHICAGO
McWHIRTER, KURT, and TED GAUGHAN. "SERVICE OPERATION METRICS." In The Definitive Guide to IT Service Metrics, 224-78. Ely, Cambridgeshire, United Kingdom: IT Governance Publishing, 2012. Accessed August 13, 2020. www.jstor.org/stable/j.ctt5hh61q.12.

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