Publications

Occasionally our employees participate at professional conventions concerning IT-Outsourcing, ITIL or Call Center and upon that publish professional articles. The following sites present the most interesting publications. Please notice the section „News“, where you can find more interesting information.

Oliver Sümnich: Crisis? What crisis? - Plötzlich Krisenmanager – Was sollten Sie unbedingt beachten?

Mistakes in management are few - or so it seems. Sometimes, one of these few mistakes lead to severe problems, or even into crisis. In this case, everybody wants to lean on an experienced manager who deals with the situation. Here are some hints on how to improve crisis management. (paper in german language)

[download pdf]

Rainer Raupach: Fallstricke im IT-Outsourcing

Presentation on the German multimedia congress.
June, 29th 2004, Federal State Representation of Baden-Wuerttemberg, Berlin.

[download pdf]

Dr. Frank-Peter Poschmann: Schablonen

respective Customer Relationship Management and logistics.
Column in May version 2003 of e-commerce-Magazin.

Dr. Ingo Kautz: Vier Buchstaben, fünf Regeln - ITIL

Attractive promises: with a worldwide accepted standard every company could form its IT-processes efficiently. Really true?
Article in the December issue from 2002 of the magazine "Groupware".

Dr. Frank-Peter Poschmann (NOVEDAS) & Michael Graben (TietoEnator): Die Fachabteilung als Service Center für die Vermittler, Verbesserte Erreichbarkeit und professioneller Service durch den Aufbau eines Abteilungs-Call Center

Subject oriented contribution and practical example published in `Versicherungswirtschaft`,
issue 8, 4-15-2002, by Versicherungswirtschaft

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Frank Hofmann: Einbindung des Call Centers in den Unternehmensprozess

Article in `Call Center für kleine und mittlere Unternehmen`,
published by Josef Eul, Cologne, 2000

Rainer Raupach: Wann ist ein Call Center sinnvoll? Formen der spezifischen Umsetzung

Article in `Call Center für kleine und mittlere Unternehmen`,
published by Josef Eul, Cologne, 2000

Dr. Ingo Kautz: Organisatorische Aspekte von Veränderungen im IT Umfeld

[download pdf]