1. TSO (2012) ITIL Foundation: ITIL V11 Edition. The Stationary Office Ltd. [1]
2. SEI (2010) CMMI for Services, Version 1.3, CMU/SEI-2010-TR-034. Carnegie Mellon University
3. ISO/IEC (2005a) ISO/IEC 20000-1:2005 Information technology—service management—part 1: specification. International Organization for Standardization.
4. ISO/IEC (2005b) ISO/IEC 20000-1:2005 Information technology—service management—part 2: code of practice. International Organization for Standardization.
5. ISO/IEC (2010) ISO/IEC TR 20000-4:2010 Information technology—service management—part 4: process reference model. International Organization for Standardization.