Knapp, D. (2010). The ITSm process design guide: Developing, reengineering, and improving IT service management. J. Ross Pub.
芝加哥风格引文Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. Ft. Lauderdale, FL: J. Ross Pub, 2010.
MLA引文Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. J. Ross Pub, 2010.
警告：这些引文格式不一定是100％准确.