What was corrected
"The SDI certification has always been about the human side of service desk work..." -- Tessa Troubridge, former CEO of the Service Desk Institute / "A service desk that invests in knowledge has a multiplying effect..." -- Phyllis Drucker, author and service management consultant
De-attributed both quotes to plain unattributed prose, removing the Tessa Troubridge and Phyllis Drucker attributions (no locatable source for either). Removed the now-orphaned Troubridge conference-proceedings reference-list entry; retained the legitimate Drucker book reference (Service Management for the Modern Enterprise, IT Revolution Press) since it is a real independently-published work not being used to source the removed quote.
Suggested change
De-attributed both quotes to plain unattributed prose preserving the underlying claims; removed the now-orphaned Troubridge conference-proceedings reference-list entry tied directly to the fabricated quote (retained the legitimate Drucker book reference, a real independently-published work not being used to source the removed quote) and renumbered remaining references.
Why this is better
Applied fact-check fix: de-attributed two unverified quotes, removed one orphaned reference entry while retaining a legitimate unrelated reference.
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