@inbook{10.2307/j.ctt5hh6ws.10,
 ISBN = {9781849284363},
 URL = {http://www.jstor.org/stable/j.ctt5hh6ws.10},
 abstract = {Providing an IT service is a bit like running a train service. People soon know when things go wrong and they tend not to be very patient about it. They just expect things to work like a Swiss watch. And everybody thinks it’s simple. Yet, behind the scenes, it needs reliable hardware and software and constant management attention, with well-defined processes, both to minimise problems and to deal with them efficiently when they do arise.Measurement can be the glue holding things together. So long as there is a willingness on both sides, it can provide a common vocabulary that},
 bookauthor = {JOHN STEWART},
 booktitle = {Measuring your IT: Identifying the metrics that matter},
 pages = {40--50},
 publisher = {IT Governance Publishing},
 title = {MEASUREMENT COMMON GROUND FOR CLIENT AND PROVIDER?},
 year = {2012}
}