References
1.
1. Bon Ya.V., Kemmerling G., Pondman D. Vvedenie v IT Servis-menedzhment. M.: IT Expert, 2003. 215 s.
2.
2. The Official Introduction to the ITIL Service Lifecycle / ISBN 9780113310616 / Printed in the United Kingdom for The Stationery Oice - Crown Copyright 2007. 231 р.