Index

A

Anforderungen 77

Approximationsverfahren 239

Availability-Management 30

B

Benchmark 340

Bonus-Malus-System 97

British Standard 15000 Siehe BS 15000

BS 15000 31

Business Blueprint 176, 181

Business-Service-Management 15

C

Capacity-Management 30

Change-Management 29, 171, 183

Change-Request 188, 191

COBIT 23, 46

Configuration-Management 30

Continuity-Management 30, 172

Corporate Pönale 161

D

Datenbasis 51

E

Ende-zu-Ende-Messung 226

Komponentenbasiert 231

Enhanced Telecommunications Map Siehe eTOM

eTOM 33

Expertenwissen 51

F

Financial-Management 30

G

Geschäftsprozess 23

Go-Live 177, 185

I

Incident-Management 29, 233

Information Technology Process Model 40

Interviews 321

ISO 20000 23, 45

IT Infrastructure Library Siehe ITIL

IT Service Management ...

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