@book{211230,
	author = {Darmawan, Budi. and Cox, Kimberly. and International Business Machines Corporation.},
	title = {Business service management best practices},
	publisher = {IBM, International Technical Support Organization,},
	year = {c2004.},
	series = {IBM redbooks},
	address = {Austin, TX :},
	edition = {1st ed.},
	note = {"Tivoli software"--Cover.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10112942}
}