@book{127458,
	author = {Kunas, Michael.},
	title = {Implementing service quality based on ISO/IEC 20000 :},
	publisher = {IT Governance Publishing,},
	year = {[2012]},
	address = {Ely, Cambridgeshire :},
	edition = {Third edition.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10772211}
}