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Papers by Topic: Service Desk Reinventing Your Infrastructure with IIMv3 - February 2010 Avoiding the Dark Side of Help Desk Outsourcing: 11 Mistakes Buyers Make in Planning and Negotiating Help Desk Outsourcing Initiatives - November 2009 Analyzing the Total Cost of a Global Service Desk - Explore the levers and choices surrounding a global service desk and its impact on cost. - June 2009
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