Index
A
Approximationsverfahren 79
Arnold, Hendrik 299
Artikelnummern 216
Automatisierungsgrad 7
B
Balkow, Mathias 309
Basisservice 4
Brutto-IT-Servicekatalog 275
BSI
IT-Servicemodell 41
Buchungsprozess 182
C
Capability Maturity Model Integration (CMMI-SVC) 23
Catalogue Structure 163
Costs/Charge 259
Grundprinzipien 52
IT-Service 193
KPI/Service Levels 227
Managementstrategie 59
Maturity Model 107
Order Procedure 181
Service Catalogue Design Model 81
Service Catalogue Management 117
Target Group 131
CECAR-Reifegradmodell 108
Dimensionen 108
Dimensionsberechnung 113
COBIT 34
Domänen 36
Customer-Satisfaction-Index 12
Customer-Service-Index 12
D
Dekomposition 207
E
EBIT 60
Endbenutzersicht 169
F
Festpreis ...
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