Cita APA (7th ed.)

Knapp, D. (2010). The ITSm process design guide: Developing, reengineering, and improving IT service management. J. Ross Pub.

Cita Chicago (17th ed.)

Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. Ft. Lauderdale, FL: J. Ross Pub, 2010.

Cita MLA (8th ed.)

Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. J. Ross Pub, 2010.