REFERENCES
Office of Government Commerce (2011), “ITIL® Service Strategy,” The Stationery Office (TSO), London, England
Office of Government Commerce (2011), “ITIL® Service Design,” The Stationery Office (TSO), London, England
Office of Government Commerce (2011), “ITIL® Service Transition,” The Stationery Office (TSO), London, England
Office of Government Commerce (2011), “ITIL® Service Operation,” The Stationery Office (TSO), London, England
Office of Government Commerce (2011), “ITIL® Continual Service Improvement,” The Stationery Office (TSO), London, England
John R. Hauser and Gerald M. Katz (1998), “Metrics: You Are What You Measure,” Working Paper, International Center for Research on the Management of Technology, MIT, Cambridge, MA 02142 ...
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