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1、BusinessEngineeringEditedbyH.Ústerle,R.Winter,W.BrennerRçdigerZarnekow´WalterBrennerUwePilgramIntegratedInformationManagementApplyingSuccessfulIndustrialConceptsinITTranslatedbyThereseFaesslerWith84Figures12Dr.RçdigerZarnekowProfessorDr.WalterBrennerUni
2、versityofSt.GallenInstituteofInformationManagementMçller-Friedberg-Straûe89000St.GallenSwitzerlandruediger.zarnekow@unisg.chwalter.brenner@unisg.chUwePilgramT-SystemsCDSOberkasslerStraûe253227BonnGermanyuwe.pilgram@t-systems.comISSN1616-0002ISBN-103-540
3、-32306-6SpringerBerlinHeidelbergNewYorkISBN-13978-3-540-32306-8SpringerBerlinHeidelbergNewYorkThisworkissubjecttocopyright.Allrightsarereserved,whetherthewholeorpartofthematerialisconcerned,specificallytherightsoftranslation,reprinting,reuseofillustrati
4、ons,recitation,broadcasting,reproductiononmicrofilmorinanyotherway,andstorageindatabanks.DuplicationofthispublicationorpartsthereofispermittedonlyundertheprovisionsoftheGermanCopyrightLawofSeptember9,1965,initscurrentversion,andpermissionforusemustalway
5、sbeobtainedfromSpringer-Verlag.ViolationsareliableforprosecutionundertheGermanCopyrightLaw.SpringerisapartofSpringerScience+BusinessMediaspringeronline.com°SpringerBerlin´Heidelberg2006PrintedinGermanyTheuseofgeneraldescriptivenames,registerednames,trad
6、emarks,etc.inthispublicationdoesnotimply,evenintheabsenceofaspecificstatement,thatsuchnamesareexemptfromtherelevantprotectivelawsandregulationsandthereforefreeforgeneraluse.Hardcover-Design:ErichKirchner,HeidelbergSPIN1167247042/3153-543210±Printedonaci
7、d-freepaperPrefaceAfteryearsofapparentdormancy,onceagaincompaniesarepayingmoreatten-tiontoinformationmanagement.ITdepartmentsandCIOsareconfrontedwithanumberofnewchallenges,whichforcethemtoreconsiderpastinformationman-agementstrategiesandsolutions.Recent
8、lycitedaspositivetrendsinITareonlythosedevelopmentsconcerningstrongercustomerserviceandprocessorientationorpertainingtonewformsofITgovernance.QuestionsabouttheefficiencyandeffectivenessofcompanyITutilizationareonceagaintakingcent
