Knapp, D. (2010). The ITSm process design guide: Developing, reengineering, and improving IT service management. J. Ross Pub.
Lua i Stíl Chicago (17ú heag.)Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. Ft. Lauderdale, FL: J. Ross Pub, 2010.
Lua MLA (8ú heag.)Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. J. Ross Pub, 2010.
Rabhadh: Seans nach mbeach na luanna seo go hiomlán cruinn i ngach uile chás.