“CONTROL PROCESSES.” Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, by MICHAEL KUNAS, 3rd ed., IT Governance Publishing, Ely, Cambridgeshire, 2012, pp. 91–102, www.jstor.org/stable/j.ctt5hh7xq.20. Accessed 30 Nov. 2020.
KUNAS, M. (2012). CONTROL PROCESSES. In Implementing Service Quality based on ISO/IEC 20000: A Management Guide (pp. 91-102). Ely, Cambridgeshire: IT Governance Publishing. Retrieved November 30, 2020, from http://www.jstor.org/stable/j.ctt5hh7xq.20
KUNAS, MICHAEL. "CONTROL PROCESSES." In Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, 91-102. Ely, Cambridgeshire: IT Governance Publishing, 2012. Accessed November 30, 2020. http://www.jstor.org/stable/j.ctt5hh7xq.20.
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