References: IT Service Management and Operations

1. ITIL - Wikipedia - Comprehensive overview of the ITIL service lifecycle, processes, and the move from v3 to ITIL 4. Anchors the chapter's ITSM framing.

2. Configuration management database - Wikipedia - Detailed treatment of CMDBs, configuration items, and relationships. Foundation for the chapter's CMDB section.

3. Site reliability engineering - Wikipedia - Coverage of SRE principles, error budgets, and the relationship to traditional ITIL operations. Bridges the chapter's classical and modern operations content.

4. The Phoenix Project - Gene Kim, Kevin Behr, and George Spafford - IT Revolution Press - Novelized treatment of IT operations dysfunction and DevOps transformation; the most widely read book in modern IS operations and an excellent companion to this chapter.

5. Site Reliability Engineering: How Google Runs Production Systems - Betsy Beyer et al. - O'Reilly - The Google SRE book establishes service-level objectives, error budgets, and toil management; foundational reading for modern IT operations.

6. ITIL 4 Foundation Resources - AXELOS - Official source for the ITIL 4 Foundation framework, including the service value system and 34 management practices.

7. Google SRE Books - Google - Free online editions of Google's SRE and Workbook volumes. Authoritative practitioner content on incident response, postmortems, and observability.

8. ServiceNow ITSM - ServiceNow - Vendor reference for the dominant enterprise ITSM platform. Useful for grounding abstract ITSM concepts in real tooling.

9. Atlassian ITSM Guide - Atlassian - Free, well-written practitioner guide covering incident, problem, and change management. Excellent supplement for the chapter's process content.

10. Observability Engineering - Honeycomb - Clear vendor-neutral explanation of the three pillars of observability (logs, metrics, traces) referenced in the chapter's monitoring section.