Knapp, D. (2010). The ITSm process design guide: Developing, reengineering, and improving IT service management. J. Ross Pub.
Chicago-Zitierstil (17. Ausg.)Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. Ft. Lauderdale, FL: J. Ross Pub, 2010.
MLA-Zitierstil (8. Ausg.)Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. J. Ross Pub, 2010.
Achtung: Diese Zitate sind unter Umständen nicht zu 100% korrekt.