The Guide to IT service management; vol.1 / 
edited by Jan van Bon. 
 - vol.1 
 - London :  Addison-Wesley, :  2002. 
 - xvii, 820 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references. 
<br/><br/><label>ISBN: </label>0201737922 (hbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Computer service industry--Management.