APA-referens (7:e uppl.)
Knapp, D. (2010). The ITSm process design guide: Developing, reengineering, and improving IT service management. J. Ross Pub..
Chicago-referens (17:e uppl.)
Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. Ft. Lauderdale, Fla.: J. Ross Pub., 2010.
MLA-referens (9:e uppl.)
Knapp, Donna. The ITSm Process Design Guide: Developing, Reengineering, and Improving IT Service Management. J. Ross Pub., 2010.
Varning: dessa hänvisningar är inte alltid fullständigt riktiga.