are the two important features of a desk that you have learnt from Chapter 6 ( Desk Operation) from the textbook? Supplement it with any literature [300 words; 2 marks] Review the following conference papers and choose any ONE Chan, C., Geng, L. & Chen, L. (1999, May 9). Paper presented at 1999 IEEE Canadian Conference on Electrical and Computer Engineering. Alberta, Canada. DOI 10.1109/CCECE.1999.808194 Moore, M.E., McGraw, K.A. & Shaw-Kokot, J. (2001) Preparing staff to work at a single service desk. (1) pp.79-86. DOI OI 10.1300/J115v20n01_08 [These papers are available from the CSU Library. Apologies that the second line of this reference cannot be indented due to the limitations of the editing platform of this software.] As these papers was published about 15-17 years ago, provide three suggestions or improvement you would make to update the contents of this paper, supported with literature. [400 words; 5 marks] How does the principles of Information Technology Infrastructure Library (ITIL) assist in a desk setup? Give any two examples that apply to a desk for a vehicle breakdown service. Relate the task to literature read. – [400 words; 8 marks] For all three questions, you are also required to substantiate with literature (with in text citations). Include ONE combined reference list at the end of this assignment. (2 marks) 1. One Reference List provided at the end and in-text citations conforms to APA 6th edition. 2. Journal space on Interact2 presentation text width between 85-95 characters including spaces. 3. No Wikipedia references used. 4. Font types and sizes consistent (use Arial 12pt) throughout and paragraphs well formed. 5. Meet word limits in each question (allowance of +/- 5%) (Failure to follow all the above rules, eg. if you do not meet word limit for Q3 but meet for the others, this is considered as not meeting word limit for all no partial mark allocated.) 6. Submit answers to all work in one journal entry. 7. No attachments to journal entry allowed.