An ODP enterprise specification of customer service management for connectivity services. - Michael Langer; Michael Nerb (EDOC, 1999)

Customer Service Management: Towards a Management Information Base for an IP Connectivity Service. - Michael Langer; Stefan Loidl; Michael Nerb (ISCC, 1999)

Customer Service Management: An Information Model for Communication Services. - Michael Langer; Michael Nerb (USM, 2000)

Customer Network Management im B-WiN. - Michael Langer; Stefan Loidl; Michael Nerb (Prax. Inf.verarb. Kommun., 2000)

Towards generic Service Management Concepts - A Service Model Based Approach. - Markus Garschhammer; Rainer Hauck; Heinz-Gerd Hegering; Bernhard Kempter; Igor Radisic; Harald Rölle; Holger Schmidt 003; Michael Langer; Michael Nerb (Integrated Network Management, 2001)

Customer-Service-Management als Basis für interorganisationales Dienstmanagement. - Michael Nerb (2001)