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Using the ITIL process reference model for realizing IT governance : an empirical investigation
Iden, Jon, (2014)
Understanding transition performance during offshore IT outsourcing
Beulen, Erik, (2011)
ITIL contributes to improved customer and user satisfaction
Botha, Johann H., (2006)
Key performance indicators (KPI) als Werkzeuge im IT-Controlling-Konzept
Holtz, Bernd, (2004)