REFERENCES
Brewster, E., Griffiths, R., Lawes, A. and Sansbury, J. (2012) IT Service Management – A Guide for ITIL® Foundation Exam Candidates, second edition. BCS, Swindon.
BSI (2010) BS 11000 Collaborative Business Relationships. BSI, London.
Butler, T. and Waldroop, J. (2004) ‘Understanding “people” people’. Harvard Business Review, 82, 6.
Cabinet Office (2011) ITIL® Service Strategy. The Stationary Office, London.
Hall, J.M. and Johnson, M.E. (2009) ‘When should a process be art, not science?’ Harvard Business Review, 87, 3, 58–65.
HM Treasury (2013) Green Book supplementary guidance: Optimism bias. HM Treasury, London.
ISO (2011) ISO 20000 Information technology – Service management. ISO, Geneva.
Kano, N., Seraku, N., Takahashi, F. and ...
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