@article{384927,
      recid = {384927},
      author = {Darmawan, Budi. and Cox, Kimberly. and Ragab, Bahaeldin.},
      title = {Business service management best practices/},
      publisher = {IBM, International Technical Support Organization,},
      address = {Austin, TX :},
      pages = {xii, 170 p. :},
      year = {2004},
      note = {"Tivoli software"--Cover.},
      url = {http://library.usi.edu/record/384927},
}