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Fachbereich versus IT : der ewige Konflikt?
Günzel, Holger, (2010)
The adoption of IT-enabled management ideas : insights from shared services in government agencies
Ulbrich, Frank, (2008)
ITIL als Referenzmodell für das IT Service Management
Disterer, Georg, (2008)
Service delivery resource management using a socially enhanced resource model
Liu, Rong, (2015)