ConcertTM - an initiative towards open integrated network management. - Keith Willetts (Comput. Commun., 1990)

Service Management - the Drive for Re-Engineering. - Keith Willetts (NOMS, 1994)

The rise of the Lean Service Provider. - Keith Willetts (Integrated Network Management, 1995)

Managing a broadband environment: "you can't buck the market". - Keith Willetts; Elizabeth Adams (IEEE Commun. Mag., 1996)

When Service Management is your Business. - Keith Willetts; Elizabeth Adams (J. Netw. Syst. Manag., 1996)