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Assirati, B., Ed., Service Delivery (IT Infrastructure Library Series), Her Majesty's Stationery Office, London, 2001.
DiPasquale, T., et al., IT Services: Cost, Metrics, Benchmarking and Marketing, Prentice Hall, Upper Saddle River, NJ, 2001.
Melik, R., et al., PSA: Professional Services Automation: Optimizing Project and Service Oriented Organizations, John Wiley & Sons, New York, 2002.
Sturm, R.,Morris, W., and Jander, M., Foundations of Service Level Management, SAMS, Indianapolis, IN, 2000.
Walker, G. and Walker, G.S., IT Problem Management, Prentice Hall, Upper Saddle River, NJ, 2001.
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