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ITIL als Common-Practice-Referenzmodell für das IT-Service-Management — Formale Beurteilung und Implikationen für die Praxis

dc.contributor.authorHochstein, Axel
dc.contributor.authorZarnekow, Rüdiger
dc.contributor.authorBrenner, Walter
dc.date.accessioned2018-01-16T08:52:26Z
dc.date.available2018-01-16T08:52:26Z
dc.date.issued2004
dc.description.abstractIn the course of increasing customer orientation in the IT sector, IT service management becomes more important. Especially the de facto standard ITIL receives attention of IT management at present. Deficits of the ITIL reference model are often ignored, benefits are only assumed and a lot of misunderstandings exist. Uncertainties, unfulfilled expectations and problems during the accomplishment of ITIL projects are the result. In this context the paper deals with a critical analysis of the ITIL reference model. It fulfils a formal evaluation of the model on the basis of established criteria. On the basis of this evaluation implications for IT management are derived. Findings are derived from four case studies as well as an in-depth analysis of the ITIL documentation itself.
dc.identifier.pissn1861-8936
dc.identifier.urihttps://dl.gi.de/handle/20.500.12116/12416
dc.publisherSpringer
dc.relation.ispartofWirtschaftsinformatik: Vol. 46, No. 5
dc.relation.ispartofseriesWIRTSCHAFTSINFORMATIK
dc.subjectBS 15000
dc.subjectCommon Practice
dc.subjectIT Infrastructure Library (ITIL)
dc.subjectIT Management
dc.subjectIT Service
dc.subjectIT Service Management
dc.subjectReference Models
dc.titleITIL als Common-Practice-Referenzmodell für das IT-Service-Management — Formale Beurteilung und Implikationen für die Praxis
dc.typeText/Journal Article
gi.citation.endPage389
gi.citation.startPage382

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