Maturity: What did you embark on a bench- marking exercise of your IT operations? Jörg Peschke: We wanted to undertake a com- prehensive comparison to guide us on where we stood with our IT, what we had done right and where we needed to improve. We wanted to iden- tify where action was urgently required. Maturity: What would you say are examples of best practice in benchmarking? Peschke: First of all, you need a good process model. A key fact

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