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Implementing Service Quality based on ISO/IEC 20000, 3rd edition

Service Integration and Management (SIAM™) Foundation Body of Knowledge (BoK), Second edition

Service Integration and Management (SIAM™) Professional Body of Knowledge (BoK), Second edition

Service Level Agreements - A legal and practical guide

Ten Steps to ITSM Success

The Service Desk Handbook: A guide to service desk implementation, management and support

Practical IT Service Management - A Concise Guide for Busy Executives, Second Edition

ISO/IEC 20000 - A Pocket Guide, Second edition

The Definitive Guide to IT Service Metrics

Availability and Capacity Management in the Cloud

Catalogs, Services and Portfolios – an ITSM success story

Collaborative Business Design

Collaborative Business Design: The Fundamentals

Integrated Measurement - KPIs and Metrics for ITSM - A narrative account

IT for Business (IT4B) – From Genesis to Revolution

It’s All About Relationships - What ITIL® doesn’t tell you

Managing in a Service-Focused World

Pragmatic Application of Service Management, Second edition

Release and Deployment - An ITSM narrative

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