Hochstein, AxelAxelHochsteinZarnekow, RuedigerRuedigerZarnekowMärzhäuser, KlausKlausMärzhäuser2023-04-132023-04-132004-03-01https://www.alexandria.unisg.ch/handle/20.500.14171/67961This case study describes the situation before, during and after implementation of ITIL-compliant Service Support and Service Delivery at City of Cologne. Critical success factors of the transformation project are described. Additionally, advantages and disadvantages are highlighted.deCCIIMjournal article