@book{26199,
	author = {Addy, Rob.},
	title = {Effective IT service management :},
	publisher = {Springer,},
	year = {c2007.},
	address = {Berlin ;},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/enhancements/fy0826/2007929266-b.html}
}