@misc {IOPORT.70832516,
    author       = {J\"antti, Marko and Kalliokoski, Jaakko},
    title        = {Identifying knowledge management challenges in a service desk: A case study},
    howpublished = {eKNOW, 100-105 (2010).},
    year         = {2010},
    identifier   = {70832516},
}