Shirley Lacy

• Achieving ISO/IEC 20000
• Capacity management
• Finance for service managers
• Integrated service management
• Manager's Guide to Service Management
• Managing end-to-end service
• Passing your ITIL® intermediate exams
• Achieving Iso/Iec 20000
• Configuration management
• Enabling Change
• Passing Your ITIL Intermediate Exams [PDF]
• The Differences Between Bs 15000 and Iso/Iec 20000