Steinberg, R. A. (2006). Measuring ITIL: Measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives. Trafford Publ.
Chicago-Zitierstil (17. Ausg.)Steinberg, Randy A. Measuring ITIL: Measuring, Reporting and Modeling the IT Service Management Metrics That Matter Most to IT Senior Executives. Victoria, BC [u.a.]: Trafford Publ, 2006.
MLA-Zitierstil (9. Ausg.)Steinberg, Randy A. Measuring ITIL: Measuring, Reporting and Modeling the IT Service Management Metrics That Matter Most to IT Senior Executives. Trafford Publ, 2006.
Achtung: Diese Zitate sind unter Umständen nicht zu 100% korrekt.