@incollection{MertinsKnotheHusen2006, author = {Kai Mertins and Thomas Knothe and Christian van Husen}, title = {Produktivit{\"a}t im IT-Service-Engeneering steigern}, series = {Praktisches IT-Management : Controlling, Kennzahlensysteme, Konzepte}, publisher = {Symposion}, address = {D{\"u}sseldorf}, isbn = {978-3-936608-82-3}, pages = {239 -- 274}, year = {2006}, language = {de} }