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Manage IT! pp 95-120 | Cite as

The supply-side: exploitation (using methods like ITIL, MOF-MSF/eTOM)

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Abstract

Introduction of ITIL led to structuring of exploitation tasks. This enables measuring at processes, which after a while can result in actions to improve of the quality of these processes. Next, it became possible to take the customer’s priorities more into account. For instance within the Imtech company introduction of ITIL provided structure and overview. So it was possible to process more calls and one was able to work more in conformity with the priorities as set by the customer. The customer satisfaction improved because the supply-side met the agreements to such an extent that it really fitted in with the organization’s strategy.

Keywords

Computer Centre Infrastructure Software Service Desk Service Level Management Mana Gement 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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6. The supply-side: exploitation (e.g. ITIL/MOF-MSF/eTOM)

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© Springer 2005

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