::: CASE STUDY ::: When it ? rst opened for business in 2002, W&W Informatik GmbH initiated its SPORT project (Strategic Programme for the Optimisation of the use of Resources in Technology) to ensure that the prices it charges were set at the cor- rect market levels and also to make signi? cant reductions in its cost base. During the course of this process the technology was consolidated and a new organisation structure based on ITIL wa

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