A Guide to the new ISO/IEC 20000-1 “The differences between the 2005 and the 2011 editions ” Lynda Cooper
Introduction to ISO/IEC 20000 Series. IT Service ManagementJenny Dugmore and Shirley Lacey
ITSM for Small IT TeamsAdam Poppleton and and Ken Holmes
A Guide to the new ISO/IEC 20000-1. The differences between the 2005 and the 2011 editionsLynda Cooper
A Manager’s Guide to Service Management. 6th editionJenny Dugmore and Shirley Lacey
ITSM, ITIL & ISO/IEC 20000 Implementation ToolkitShirley Lacy and Jenny Dugmore
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