Steinberg, R. A. (2006). Measuring ITIL : measuring , reporting and modeling the IT service management metrics that matter most to IT senior executives / Randy A. Steinberg: Measuring , reporting and modeling the IT service management metrics that matter most to IT senior executives. Trafford.
Chicago Style (17th ed.) CitationSteinberg, Randy A. Measuring ITIL : Measuring , Reporting and Modeling the IT Service Management Metrics That Matter Most to IT Senior Executives / Randy A. Steinberg: Measuring , Reporting and Modeling the IT Service Management Metrics That Matter Most to IT Senior Executives. Victoria, B.C.: Trafford, 2006.
MLA (9th ed.) CitationSteinberg, Randy A. Measuring ITIL : Measuring , Reporting and Modeling the IT Service Management Metrics That Matter Most to IT Senior Executives / Randy A. Steinberg: Measuring , Reporting and Modeling the IT Service Management Metrics That Matter Most to IT Senior Executives. Trafford, 2006.