@book{127463,
	author = {McLean, Daniel},
	title = {Integrated measurement-- KPIs and metrics for ITSM :},
	publisher = {IT Governance Publishing,},
	year = {2013.},
	address = {Ely, Cambridgeshire :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10772231}
}