@Article{Zaurbek2001,
  Title                    = {Service Desk — цели, возможности, реализации},
  Author                   = {Заурбек Алексеевич Алехин},
  Journal                  = {Открытые системы},
  Language                 = {russian},
  Number                   = {05-06},
  Year                     = {2001},
  Owner                    = {Владимир},
  Timestamp                = {2015.06.02},
  URL                      = {http://www.osp.ru/os/2001/05-06/180183/},
  Urldate                  = {20.12.2014}
}

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