1 Einleitung -- 1.1 Problemstellung -- 1.2 Stand der Forschung -- 1.3 Forschungsbedarf, Zielsetzung und Methodik -- 1.4 Aufbau und Entstehungskontext der Arbeit1 -- 2 Grundlagen -- 2.1 Standards und Standardisierung -- 2.2 Information, Kommunikation und betriebliche Anwendungssysteme -- 2.3...

Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Foreword -- Preface -- About the ITIL 4 publications -- About the ITIL story -- ITIL Foundation recap -- 1 Introduction -- 2 The evolution of professionalism in IT and service management -- 2.1 Organizations, people, and...

Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Foreword -- Preface -- About the ITIL 4 publications -- About the ITIL story -- ITIL Foundation recap -- Chapter 1: Introduction -- 1.1 Why direction, planning, and improvement matter -- 1.2 Direction -- 1.3 Planning --...

Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Foreword -- Preface -- About the ITIL 4 publications -- About the ITIL story -- ITIL Foundation recap -- Chapter 1: Introduction -- 1.1 The importance of engagement -- 1.2 Key principles -- Chapter 2: The customer...

Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Foreword -- Preface -- About the ITIL 4 publications -- About the ITIL story -- ITIL Foundation recap -- Chapter 1: Introduction -- 1.1 Audience and scope -- 1.2 Background and context -- Chapter 2: Key concepts of...