TY  - BOOK
AU  - Van Bon,Jan
TI  - The Guide to IT service management; vol.1
SN  - 0201737922 (hbk.)
PY  - 2002///
CY  - London
PB  - Addison-Wesley,
KW  - Computer service industry
KW  - Management
N1  - Includes bibliographical references
ER  -