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MLA
“THE ISO/IEC 20000 FAMILY AND EMERGING RELATED STANDARDS.” Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, by MICHAEL KUNAS, 3rd ed., IT Governance Publishing, Ely, Cambridgeshire, 2012, pp. 18–27, www.jstor.org/stable/j.ctt5hh7xq.10. Accessed 5 Aug. 2020.
APA
KUNAS, M. (2012). THE ISO/IEC 20000 FAMILY AND EMERGING RELATED STANDARDS. In Implementing Service Quality based on ISO/IEC 20000: A Management Guide (pp. 18-27). Ely, Cambridgeshire: IT Governance Publishing. Retrieved August 5, 2020, from www.jstor.org/stable/j.ctt5hh7xq.10
CHICAGO
KUNAS, MICHAEL. "THE ISO/IEC 20000 FAMILY AND EMERGING RELATED STANDARDS." In Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, 18-27. Ely, Cambridgeshire: IT Governance Publishing, 2012. Accessed August 5, 2020. www.jstor.org/stable/j.ctt5hh7xq.10.

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