?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Abook&rft.au=Watt%2C+Colin&rft.aufirst=Colin&rft.aulast=Watt&rft.date=7+May+2009&rft.title=Teaching+Elephants+to+Dance%3A+Innovating+IT+Service+Management+in+an+Academic+Library&rft.genre=proceeding