1. ISO/IEC 2011 "ISO/IEC 20.000-1: Information Technology - service Management - Part 1: service management system requirements". International Standard Organization/International Electrotechnical Commission Switzerland ISO/IEC 2011 "ISO/IEC 20.000-1: Information Technology - service Management - Part 1: service management system requirements". International Standard Organization/International Electrotechnical Commission Switzerland
2. AXELOS ITIL v3 - IT Infrastructure Library Refresh 2011/2014 www.itil-officialsite.com AXELOS ITIL v3 - IT Infrastructure Library Refresh 2011/2014 www.itil-officialsite.com
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4. Basili V. Trendowicz A. Kowalczyk M. Heidrich J. Seaman C. Münch J. Rombach D. "Aligning Organizations Through Measurement - The GQM+Strategies Approach" Springer (2005) Basili V. Trendowicz A. Kowalczyk M. Heidrich J. Seaman C. Münch J. Rombach D. "Aligning Organizations Through Measurement - The GQM+Strategies Approach" Springer (2005)
5. An elicitation instrument for operationalising GQM+Strategies (GQM+S-EI)