Business is faced with a dynamic environment. New IT
developments often have an influence on corporate structures
and on business processes. Many business processes cannot
be run without IT. As the importance of IT is growing, the
requirements imposed on IT service providers by IT service
requesters are changing [40, p. 3]. In order to cope with these
requirements, many methods and approaches are discussed
and studied in science and practice. Thus, issues like service
orientation of IT, IT service management, and
industrialization of IT has been gaining in importance during
recent years. Applying principles of industrialization has
caused fundamental changes in many lines of business
throughout the last decades. In the IT sector, the process of
industrialization is still ongoing. Therefore, IT can learn and
profit from the experiences of other sectors. At the same
time, in the IT domain the so-called best practices – proven
working methods – become established. They can help
companies to control and manage the ever rising
requirements regarding effectiveness and efficiency that are
imposed on IT departments and external providers. In recent
Business is faced with a dynamic environment. New IT
developments often have an influence on corporate structures
and on business processes. Many business processes cannot
be run without IT. As the importance of IT is growing, the
requirements imposed on IT service providers by IT service
requesters are changing [40, p. 3]. In order to cope with these
requirements, many methods and approaches are discussed
and studied in science and practice. Thus, issues like service
orientation of IT, IT service management, and
industrialization of IT has been gaining in importance during
recent years. Applying principles of industrialization has
caused fundamental changes in many lines of business
throughout the last decades. In the IT sector, the process of
industrialization is still ongoing. Therefore, IT can learn and
profit from the experiences of other sectors. At the same
time, in the IT domain the so-called best practices – proven
working methods – become established. They can help
companies to control and manage the ever rising
requirements regarding effectiveness and efficiency that are
imposed on IT departments and external providers. In recent
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