ITIL Knowledge Management - company profile • aht intermediation
ITIL Knowledge Management - company profile • aht intermediation
ITIL Knowledge Management - company profile • aht intermediation
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<strong>ITIL</strong> <strong>Knowledge</strong><br />
<strong>Management</strong><br />
SKMF Roundtable — December 10, 2008 — Basel<br />
Thomas Schell, Clariant International Ltd.<br />
Pavel Kraus, <strong>aht</strong>’ <strong>intermediation</strong> GmbH, SKMF<br />
Presenters<br />
Name<br />
Company<br />
Function<br />
Projects<br />
SPECIALS<br />
KONTAKT<br />
Thomas Schell<br />
Clariant International AG<br />
Head of ITSM Processes<br />
Responsible for <strong>ITIL</strong> in Group IT<br />
formerly Roche Pharma<br />
IT Service <strong>Management</strong><br />
IT Process <strong>Management</strong><br />
IT Quality <strong>Management</strong><br />
Speaker at SW- and ITSM-<br />
Kongresses; Lecturer for <strong>ITIL</strong>-<br />
Seminars for Pharmaceutical Industry;<br />
Member of itSMF Germany<br />
thomas.schell@clariant.com<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Pavel Kraus<br />
Partner of <strong>aht</strong>’ <strong>intermediation</strong> GmbH<br />
President of SKMF<br />
Customer projects and business<br />
consulting (see www.<strong>aht</strong>.ch)<br />
Lecturer for<br />
<strong>Knowledge</strong> management,<br />
Innovation management and<br />
Information management<br />
pavel.kraus@<strong>aht</strong>.ch<br />
Public<br />
Clariant International AG<br />
<strong>aht</strong>’ <strong>intermediation</strong> GmbH<br />
9-December-2008<br />
9-December-2008<br />
Slide 2 / 28
Clariant — Exactly Your Chemistry<br />
Key Facts<br />
� A global leader in colors, surface and performance chemicals<br />
� Posted annual sales of more than CHF 8.5 billion for 2007<br />
� More than 20,000 employees<br />
� Worldwide operations with more than 100 group companies on five<br />
continents<br />
� Headquartered in Muttenz near Basel in Switzerland<br />
� Products and services of its four divisions are based on innovative<br />
specialty chemicals<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Clariant — Exactly Your Chemistry<br />
<strong>ITIL</strong> @ Clariant<br />
� 13’000 IT users in 4 divisions and 11 corporate functions<br />
� Group IT is corporate function<br />
� IT staff of about 300 internal and 150 external persons globally<br />
� <strong>ITIL</strong> Project started in 2006 and finished in 2008<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
9-December-2008<br />
� Introduction of the operational <strong>ITIL</strong> processes with the objective<br />
– to raise the maturity and professionalism of IT as global service provider<br />
– to improve and standardize the quality of IT services<br />
– to lower operational costs in IT infrastructure & application management<br />
9-December-2008<br />
Slide 3 / 28<br />
Slide 4 / 28
<strong>ITIL</strong> in the<br />
IT-Organization<br />
The <strong>ITIL</strong> Framework<br />
<strong>ITIL</strong> – Version 1<br />
~68 Books, 1992<br />
<strong>ITIL</strong> — Version 2<br />
6 Books, issued 2000<br />
spreading since 2002<br />
<strong>ITIL</strong> — Version 3<br />
5 Kernel-books, issued April 2007<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
9-December-2008<br />
Slide 6 / 28
<strong>ITIL</strong> Observed Industry Benefits 1/2<br />
Lessons learned since 2002<br />
� <strong>ITIL</strong> offers a systematic, professional approach to the management of IT service<br />
provision.<br />
� Adopting its guidance can provide benefits such as:<br />
– Increasing customer satisfaction with IT services<br />
– Reducing the risk of not meeting business requirements for IT services<br />
– Reducing costs when developing procedures and practices within an organization<br />
– Better communication and information flows between<br />
IT staff and customers<br />
– Standards and guidance for IT staff<br />
– Greater productivity and better use of skills and<br />
experience<br />
– A quality approach to IT services<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
<strong>ITIL</strong> Observed Industry Benefits 2/2<br />
� Benefits to the customer of IT services, examples:<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
9-December-2008<br />
9-December-2008<br />
Slide 7 / 28<br />
– Reassurance that IT services are provided in accordance with documented procedures<br />
that can be audited<br />
– The ability to depend upon IT services, enabling the customer to meet business objectives<br />
– The identification of contact points for enquiries or discussions about changing<br />
requirements<br />
– The knowledge that information is produced to<br />
justify charges for IT services and to provide<br />
feedback from monitoring of service level<br />
agreements<br />
Slide 8 / 28
Processes versus Functions<br />
Functions<br />
� Silos<br />
� Ivory towers<br />
� Pointing and blaming<br />
� Vertical<br />
� Responsibilities not well defined<br />
� Room-managers<br />
� Lots of redundancy and overhead<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Processes<br />
� Cross functional<br />
� We all work for the same organization<br />
� Team-based effort<br />
� Horizontal<br />
� Clear roles and responsibilities<br />
� Process-owners<br />
� Well defined and assigned tasks<br />
� <strong>ITIL</strong> is process based and processes are by definition cross-functional<br />
� We have to work together to make things happen<br />
IT Service Support — Service Desk<br />
First Point of Contact<br />
Phone<br />
Voicemail<br />
Email<br />
Self-Service<br />
Fax<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Service Desk<br />
End-User Incident Resolution<br />
IMAC<br />
Scheduling<br />
End-User<br />
Administration<br />
Exception<br />
Handling<br />
VIP<br />
Support<br />
9-December-2008<br />
Local<br />
Onsite Support<br />
CCC<br />
Business Applications<br />
Regional/Global<br />
CISC<br />
Regional/Global<br />
CCSC<br />
Regional/Global<br />
MCSC<br />
Data Center<br />
Services<br />
9-December-2008<br />
Slide 9 / 28<br />
Slide 10 / 28
<strong>Knowledge</strong> Distribution in IT Service<br />
Support<br />
IT End Users<br />
1 st Level Support<br />
depth<br />
Service Desk<br />
Agent<br />
scope<br />
depth<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
2 nd Level Support 3 rd Level Support<br />
scope<br />
rather local rather global<br />
depth<br />
Problem Mgmt.<br />
front-end back-end<br />
Communication Processes in the<br />
IT Organization<br />
Supplier, Delivery Factory<br />
Prozess<br />
Business Alignment & Governance<br />
GTI CCC BA<br />
ATB<br />
IT Operations<br />
Regional shared<br />
service<br />
End User<br />
Global SAP &<br />
SW Development<br />
Regional<br />
SAP & NSA<br />
Local onsite<br />
Local BA<br />
support<br />
Service Desk<br />
Support<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Business Service Catalog<br />
Demand <strong>Management</strong>:<br />
Business Partner and Local IT Manager<br />
Service Request Catalog<br />
Customer<br />
global<br />
regional<br />
local<br />
9-December-2008<br />
9-December-2008<br />
scope<br />
Slide 11 / 28<br />
Slide 12 / 28
<strong>Knowledge</strong> Channels in IT Support 1/2<br />
Solution Paths for the IT user<br />
Supplier, Delivery Factory<br />
Infrastructure<br />
Support<br />
— Back-end<br />
— Front-end<br />
Service Desk<br />
End User<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Business<br />
Application<br />
Maintenance &<br />
Support<br />
<strong>Knowledge</strong> Channels in IT 2/2<br />
IT Services — Demand & Delivery<br />
Supplier, Delivery Factory<br />
Business Alignment & Governance<br />
Infrastructure<br />
Support<br />
— Back-end<br />
— Front-end<br />
IT Service <strong>Management</strong><br />
Business<br />
Application<br />
Maintenance &<br />
Support<br />
Demand <strong>Management</strong>:<br />
Business Partner and Local IT Manager<br />
Demand <strong>Management</strong>:<br />
Business Partner and Local IT Manager<br />
Customer<br />
9-December-2008<br />
Customer<br />
9-December-2008<br />
Slide 13 / 28<br />
Slide 14 / 28
<strong>Knowledge</strong> <strong>Management</strong> Process<br />
in <strong>ITIL</strong> V3<br />
Purpose<br />
„Ensure that required knowledge based on existing information is provided in a<br />
timely manner.”<br />
Goal (strategically)<br />
„Enable the IT-Organization raising the quality of all management decisions.“<br />
Goal (tactical)<br />
„Enable the IT service providers to work effectively by sharing between all<br />
collaborators a clear and common understanding on the values of the IT service that<br />
is delivered to the customer.“<br />
Scope<br />
„<strong>Knowledge</strong> <strong>Management</strong> is a process with relevance for the whole life cycle of an IT<br />
service. KM is integrated in all other <strong>ITIL</strong> processes.”<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
The <strong>ITIL</strong> Framework<br />
KM as integral part<br />
of all Processes<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
9-December-2008<br />
9-December-2008<br />
Slide 15 / 28<br />
Slide 16 / 28
<strong>Knowledge</strong> Pyramid<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Decision<br />
Expertise<br />
Comprehension<br />
<strong>Knowledge</strong><br />
Information<br />
Data<br />
The <strong>ITIL</strong> <strong>Knowledge</strong> <strong>Management</strong> Process<br />
Start<br />
Service<br />
Strategy<br />
<strong>Knowledge</strong><br />
identification<br />
Service<br />
Delivery<br />
<strong>Knowledge</strong><br />
<strong>Management</strong><br />
Strategy<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
<strong>Knowledge</strong><br />
registration<br />
KM System<br />
Service<br />
Transition<br />
<strong>Knowledge</strong><br />
maintenance<br />
<strong>Knowledge</strong><br />
distribution<br />
Service<br />
Operation<br />
9-December-2008<br />
Continual<br />
Service<br />
Improvement<br />
9-December-2008<br />
Slide 17 / 28<br />
Slide 18 / 28
<strong>Knowledge</strong> management & <strong>ITIL</strong><br />
Identification of valuable internal<br />
and external knowledge sources<br />
Design of systematic processes<br />
to extract, document<br />
and process knowledge<br />
Systematically fill gaps<br />
with new knowledge<br />
Continuously enhance knowledge in<br />
regular cycles and selectively dispose<br />
of outdated knowledge<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
<strong>Knowledge</strong> transfer<br />
KM Strategy und Governance Model<br />
Service <strong>Knowledge</strong> <strong>Management</strong> System<br />
Helpdesk or<br />
Service Desk<br />
Application<br />
<strong>Management</strong><br />
IT Infrastructure<br />
<strong>Management</strong><br />
Event management<br />
& Service Monitoring<br />
Measurement of effectiveness and efficiency of the service (KPIs, Quality)<br />
<strong>Knowledge</strong> sources identification<br />
� Past issue analysis<br />
� Lessons learned workshops<br />
� Sociogram<br />
� Community building<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Identification of valuable internal<br />
and external knowledge sources<br />
Design of systematic processes<br />
to extract, document<br />
and process knowledge<br />
Systematically fill gaps<br />
with new knowledge<br />
Continuously enhance knowledge in<br />
regular cycles and selectively dispose<br />
of outdated knowledge<br />
9-December-2008<br />
<strong>Knowledge</strong> transfer<br />
KM Strategy und Governance Model<br />
Service <strong>Knowledge</strong> <strong>Management</strong> System<br />
9-December-2008<br />
Slide 19 / 28<br />
Helpdesk or<br />
Service Desk<br />
Application<br />
<strong>Management</strong><br />
IT Infrastructure<br />
<strong>Management</strong><br />
Event management<br />
& Service Monitoring<br />
Measurement of effectiveness and efficiency of the service (KPIs, Quality)<br />
Slide 20 / 28
KM integration into processes<br />
� Define information architecture<br />
– Taxonomy<br />
� Identification of concrete activities to<br />
identify, capture, document and depict<br />
knowledge<br />
– Walkthroughs<br />
– Debriefings<br />
– FAQs<br />
� Process visualization<br />
� Explicit process integration of the KM<br />
activities<br />
� Defining appropriate KPIs<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Key Performance Indicators for<br />
<strong>Knowledge</strong> <strong>Management</strong><br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Identification of valuable internal<br />
and external knowledge sources<br />
Design of systematic processes<br />
to extract, document<br />
and process knowledge<br />
Systematically fill gaps<br />
with new knowledge<br />
Continuously enhance knowledge in<br />
regular cycles and selectively dispose<br />
of outdated knowledge<br />
<strong>Knowledge</strong> transfer<br />
KM Strategy und Governance Model<br />
Service <strong>Knowledge</strong> <strong>Management</strong> System<br />
9-December-2008<br />
Helpdesk or<br />
Service Desk<br />
Application<br />
<strong>Management</strong><br />
IT Infrastructure<br />
<strong>Management</strong><br />
Event management<br />
& Service Monitoring<br />
Measurement of effectiveness and efficiency of the service (KPIs, Quality)<br />
Key Performance Indicators (KPI‘s)<br />
„Increased resolution rate by a single access to Service <strong>Knowledge</strong> <strong>Management</strong><br />
System“<br />
„Decrease effort and resources in IT service support“<br />
„Lower the average time to find material and documentation“<br />
„Raise customer satisfaction — by education, briefings, notifications, …“<br />
„Degree of knowledge deployment“<br />
„Lower the dependency on the knowledge of individual persons“<br />
9-December-2008<br />
Slide 21 / 28<br />
Slide 22 / 28
Closing the gaps<br />
� Systematic walkthrough and gap<br />
identification<br />
– Change of culture<br />
– Open communication<br />
– Stakeholder identification<br />
– Expert / Key user identification<br />
� Workshops to identify and close the gaps<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Continuous review<br />
� Process quality review<br />
– Special focus on how the agents deal<br />
with knowledge<br />
� Regular input on weak points and gaps<br />
� Define and control activities to fill the gaps<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Identification of valuable internal<br />
and external knowledge sources<br />
Design of systematic processes<br />
to extract, document<br />
and process knowledge<br />
Systematically fill gaps<br />
with new knowledge<br />
Continuously enhance knowledge in<br />
regular cycles and selectively dispose<br />
of outdated knowledge<br />
<strong>Knowledge</strong> transfer<br />
KM Strategy und Governance Model<br />
Service <strong>Knowledge</strong> <strong>Management</strong> System<br />
9-December-2008<br />
Helpdesk or<br />
Service Desk<br />
Application<br />
<strong>Management</strong><br />
IT Infrastructure<br />
<strong>Management</strong><br />
Event management<br />
& Service Monitoring<br />
Measurement of effectiveness and efficiency of the service (KPIs, Quality)<br />
Identification of valuable internal<br />
and external knowledge sources<br />
Design of systematic processes<br />
to extract, document<br />
and process knowledge<br />
Systematically fill gaps<br />
with new knowledge<br />
Continuously enhance knowledge in<br />
regular cycles and selectively dispose<br />
of outdated knowledge<br />
<strong>Knowledge</strong> transfer<br />
KM Strategy und Governance Model<br />
Service <strong>Knowledge</strong> <strong>Management</strong> System<br />
9-December-2008<br />
Slide 23 / 28<br />
Helpdesk or<br />
Service Desk<br />
Application<br />
<strong>Management</strong><br />
IT Infrastructure<br />
<strong>Management</strong><br />
Event management<br />
& Service Monitoring<br />
Measurement of effectiveness and efficiency of the service (KPIs, Quality)<br />
Slide 24 / 28
KM Strategy & Governance Model<br />
� Derive KM strategy from the<br />
IT Service Strategy<br />
– Focus on the same direction<br />
– Make the link between both<br />
strategies explicit and<br />
measurable<br />
� Develop an IT governance model<br />
� Integrate KM within<br />
– How to deal with experts<br />
– MBOs and knowledge work<br />
– Responsibilities and activities<br />
� Regularly measure and give feedback<br />
(KPIs)<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Service KM system<br />
� Build a system delivering results<br />
� <strong>Knowledge</strong> database vs. knowledge base<br />
� Identify the right balance between face-toface<br />
activities and database driven<br />
approach<br />
� Base all inputs on the taxonomy<br />
� Provide context search with various<br />
search paths<br />
– Key words<br />
– Visual processes<br />
– Etc.<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Identification of valuable internal<br />
and external knowledge sources<br />
Design of systematic processes<br />
to extract, document<br />
and process knowledge<br />
Systematically fill gaps<br />
with new knowledge<br />
Continuously enhance knowledge in<br />
regular cycles and selectively dispose<br />
of outdated knowledge<br />
<strong>Knowledge</strong> transfer<br />
KM Strategy und Governance Model<br />
Service <strong>Knowledge</strong> <strong>Management</strong> System<br />
9-December-2008<br />
Helpdesk or<br />
Service Desk<br />
Application<br />
<strong>Management</strong><br />
IT Infrastructure<br />
<strong>Management</strong><br />
Event management<br />
& Service Monitoring<br />
Measurement of effectiveness and efficiency of the service (KPIs, Quality)<br />
Identification of valuable internal<br />
and external knowledge sources<br />
Design of systematic processes<br />
to extract, document<br />
and process knowledge<br />
Systematically fill gaps<br />
with new knowledge<br />
Continuously enhance knowledge in<br />
regular cycles and selectively dispose<br />
of outdated knowledge<br />
<strong>Knowledge</strong> transfer<br />
KM Strategy und Governance Model<br />
Service <strong>Knowledge</strong> <strong>Management</strong> System<br />
9-December-2008<br />
Slide 25 / 28<br />
Helpdesk or<br />
Service Desk<br />
Application<br />
<strong>Management</strong><br />
IT Infrastructure<br />
<strong>Management</strong><br />
Event management<br />
& Service Monitoring<br />
Measurement of effectiveness and efficiency of the service (KPIs, Quality)<br />
Slide 26 / 28
<strong>ITIL</strong> V3 —<br />
Service <strong>Knowledge</strong> <strong>Management</strong> System<br />
Presentation<br />
Layer<br />
<strong>Knowledge</strong><br />
Processing<br />
Layer<br />
Information<br />
Integration<br />
Layer<br />
Data &<br />
Information<br />
Sources & Tools<br />
Unstructured<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Clariant International Ltd<br />
Group IT<br />
Rothausstrasse 61<br />
CH-4132 Muttenz 1/Switzerland<br />
Phone: +41 61 469 62 89<br />
Fax: +41 61 469 65 77<br />
Mobile: +41 79 209 97 50<br />
thomas.schell@clariant.com<br />
Portale<br />
Query &<br />
Analysis<br />
Thomas Schell<br />
Head of IT Services<br />
<strong>Management</strong> Processes<br />
Office Location:<br />
Binningerstrasse 2<br />
CH-4142 Münchenstein<br />
IT<br />
Governance<br />
<strong>Knowledge</strong> <strong>Management</strong> in <strong>ITIL</strong> V3<br />
Thomas Schell, Clariant International Ltd — Pavel Kraus, <strong>aht</strong> Intermediation GmbH<br />
Qualitätssicht<br />
Reporting<br />
Service-<br />
Sicht<br />
Performance<br />
<strong>Management</strong><br />
Service <strong>Knowledge</strong> <strong>Management</strong> Database<br />
CMDB CMDB<br />
Kunden<br />
Support-Sicht<br />
Structured CMS Media library<br />
Pavel Kraus<br />
Dr. sc. nat. ETH<br />
Partner<br />
Selbst-<br />
Bedienungs-<br />
Sicht<br />
Modelling Monitoring<br />
Business-Park Tenum<br />
Grammetstrasse 14<br />
CH-4410 Liestal<br />
Mobile +41 79 396 5535<br />
Phone +41 61 923 2203<br />
pavel.kraus@<strong>aht</strong>.ch<br />
www.<strong>aht</strong>.ch<br />
9-December-2008<br />
9-December-2008<br />
Slide 27 / 28<br />
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