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This book explains, how the IT Infrastructure Library (ITIL), and primarily IT Service Management (ITSM), is used in practice, in a subsidiary of the leading oil and gas corporation of Central Europe, the OMV Solutions GmbH. Thereby the scope of this book is focussed on Incident Management, a core process of ITIL. In order to perform expressive analyses of the Incident Management process, these analyses are concentrated on the Incident Management process regarding SAP Incidents in OMV Solutions GmbH and Petrom S.A. This so called SAP support process is analysed in detail and improved via a best practise method of the Capability Maturity Model Integration (CMMI). In addition the theoretical background of ITSM, CMMI, and the BMC Remedy IT Service Management Suite is described, to provide advice on how to implement analyses and improvements as discussed in this book.

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Kevin Motz, DI (FH): University of Applied Sciences, Degree Program: Information Technology and Systems Management. IT Project Manager - Security/Network, Wienerberger Group, Vienna

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