• 1. Introduction
  • 2. Background
  • 2.1 Deriving a Holistic Definition
  • 2.2 Reference Model for Benchmarking
  • 3. IM Controlling Through Benchmarking
  • 3.1 Benchmarking in Business Process Management
  • 3.2 Benchmarking in Application System Management
  • 3.3 Benchmarking in IT Infrastructure Management
  • 4. Conclusion