Knapp, D. (2010). The ITSm process design guide: Developing, reengineering, and improving IT service management. J. Ross Pub.
Style de citation Chicago (17e éd.)Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. Ft. Lauderdale, FL: J. Ross Pub, 2010.
Style de citation MLA (8e éd.)Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. J. Ross Pub, 2010.
Attention : ces citations peuvent ne pas être correctes à 100%.