Darmawan, B., Cox, K., & Ragab, B. (2004). Business service management best practices. IBM, International Technical Support Organization.
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Citação norma Chicago
Darmawan, Budi, Kimberly Cox, and Bahaeldin Ragab. Business Service Management Best Practices. Austin, TX: IBM, International Technical Support Organization, 2004.
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Citação norma MLA
Darmawan, Budi, et al. Business Service Management Best Practices. IBM, International Technical Support Organization, 2004.
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Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.