Bibliografia

? Cartlidge, Alison et al., ?An Introductory Overview of ITIL 2011?, itSMF UK, 2012. ? Gerardus Blokdyk, ?ITSM Complete Self-Assessment Guide?, 5STARCooks Publisher, 2017. ? ?ITSM: Quick Start Guide - The Simplified Beginner's Guide to IT Service Management?, Clyde Bank Media LLC, 2016. :

? Vernon Lloyd, ?ITIL Continual Service Improvement?, The Stationery Office, 2011.? ? Randy A. Steinberg, ?ITIL Service Operation?, The Stationery Office, 2011. ? Stuart Rance, ?ITIL Service Transition?, The Stationery Office, 2011. ? Lou Hunnebeck, ?ITIL Service Design?, The Stationery Office, 2011. ? FSM. David Cannon, ?ITIL Service Strategy 2011 Edition?, The Stationery Office, 2011. ? Robert D. Austin and Richard L. Nolan, ?Adventures of an IT Leader?, Harvard Business School, 2009. :