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Kontinuierliche Verbesserung von Desktop-Services mittels Benchmarking

Author

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  • Woltering, Ansgar

Abstract

Die bedarfs- und marktgerechte Ausgestaltung und Bereitstellung von ITK-Services unter Nutzung von Benchmarking hatte das hier geschilderte Projekt zum Inhalt. Es ist inzwischen ein fester Bestandteil der ITK-Governance im Konzern der Deutsche Bahn AG. Die Projektergebnisse ermöglichen es dem ITK-Dienstleister, ein besseres Verständnis für die Bedürfnisse der konzerninternen Kunden zu entwickeln, und gewährt diesen gleichzeitig tiefere Einblicke in die Möglichkeiten der Desktop-Services und der ITK-Geschäftsplattform. Der Beitrag berichtet über das grundsätzliche Vorgehen, die gesammelten Erfahrungen in der Zusammenarbeit zwischen IT und Fachbereichen und zeigt Ergebnisse und Nutzen für die Deutsche Bahn AG auf.

Suggested Citation

  • Woltering, Ansgar, 2010. "Kontinuierliche Verbesserung von Desktop-Services mittels Benchmarking," SIMAT Arbeitspapiere 02-10-006, Hochschule Stralsund, Stralsund Information Management Team (SIMAT).
    • Handle: RePEc:zbw:simata:0210006
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    More about this item

    Keywords

    Anwender; Benchmarking; CIO-Board; Desktop-Services; Fachabteilung; interner IT-Dienstleister; Service Level;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • L92 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Railroads and Other Surface Transportation
    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics

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