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Eskalationsrichtlinien für effektives Vorfallmanagement
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" data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-e0500fdf-b128-45d6-93b4-b062a202b657" data-event="clicked" data-uuid="e0500fdf-b1-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Entwickler </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-c014fb24-377d-4a31-89c4-6071c19f8a95" data-event="clicked" data-uuid="c014fb24-37-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Produktmanager </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-3d19a5a4-952c-4fb1-9f13-7892fa162cec" data-event="clicked" data-uuid="3d19a5a4-95-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > IT-Professionals </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-e3ef4fba-ad10-4f84-af12-2f6f6d1efd67" data-event="clicked" data-uuid="e3ef4fba-ad-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Business-Teams </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-7d0e41e0-832f-4327-9102-52887f676ce2" data-event="clicked" data-uuid="7d0e41e0-83-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Führungsteams </button> <div class="link-in-dropdown"> <a class="easy-link-arrow" href="/de/software" data-event="clicked" data-uuid="7d0e41e0-83" data-event-component="linkButton" data-event-container="globalNav-tab-link-in-dropdown" data-schema-version="1" > Alle Produkte anzeigen </a> </div> </div> <div class="tab-content-area globalNav cols-6"> <div id="tab-d3062495-a1fa-455d-af4a-1deb514d7223" class="singular-tab-content active"> <h5 class="mobile-title eyebrows"> Highlights </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/jira" class="component--block__link" data-event="clicked" data-uuid="866c24d9-b0" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="a15115f1" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Flexibles Projektmanagement</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/confluence" class="component--block__link" data-event="clicked" data-uuid="561b5cff-b0" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="c58719b2" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Zentrale Wissensquelle</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/jira/service-management" class="component--block__link" data-event="clicked" data-uuid="94838acb-4e" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="402ab225" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Service-Management.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Service Management </h3> <p>Schnelle Servicebereitstellung</p> </div> </div> </a> </div> <div class="component s0 between hide-all component--block" style="margin:4px 0;padding:0;" > <a href="https://trello.com/home" class="component--block__link" data-event="clicked" data-uuid="1cf0174b-9a" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="6069d7e9" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Trello.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Trello </h3> <p>Arbeit organisieren und visualisieren</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/rovo" class="component--block__link" data-event="clicked" data-uuid="154e84e5-f5" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="1a28c744" alt="Rovo-Symbol" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn-bfldr.atlassian.com/K3MHR9G8/at/k5xhw8hpqxghzb55nfktt4/logo-light_Rovo_mark_brand_RGB.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Rovo <span class="lozenge blue200 text-adg4secondarynavy">NEU</span> </h3> <p>Unternehmenswissen nutzen</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/jira/product-discovery" class="component--block__link" data-event="clicked" data-uuid="44176d6a-9a" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="61053761" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Product-Discovery.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Product Discovery <span class="lozenge blue200 text-adg4secondarynavy">NEU</span> </h3> <p>Ideen erfassen und priorisieren</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/compass" class="component--block__link" data-event="clicked" data-uuid="a182ac56-4e" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="659f8f31" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Compass.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Compass <span class="lozenge blue200 text-adg4secondarynavy">NEU</span> </h3> <p>Optimierter Zustand der Software</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/guard" class="component--block__link" data-event="clicked" data-uuid="50063449-6b" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="58aaa51d" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Guard.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Schutz <span class="lozenge blue200 text-adg4secondarynavy">NEU</span> </h3> <p>Höhere Sicherheit in der Cloud</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/loom" class="component--block__link" data-event="clicked" data-uuid="6ee54a1e-1e" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="e12ac81c" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Loom.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Loom <span class="lozenge blue200 text-adg4secondarynavy">NEU</span> </h3> <p>Schnelle, asynchrone Video-Updates</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-e0500fdf-b128-45d6-93b4-b062a202b657" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Entwickler </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/jira" class="component--block__link" data-event="clicked" data-uuid="676acbb3-62" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="29306f11" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Flexibles Projektmanagement</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/bitbucket" class="component--block__link" data-event="clicked" data-uuid="c33432cf-d2" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="04091352" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Bitbucket.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Bitbucket </h3> <p>Kollaborative Code-Repos</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/compass" class="component--block__link" data-event="clicked" data-uuid="b189cc6c-90" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="461b52ba" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Compass.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Compass <span class="lozenge blue200 text-adg4secondarynavy">NEU</span> </h3> <p>Optimierter Zustand der Software</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-c014fb24-377d-4a31-89c4-6071c19f8a95" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Produktmanager </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/jira" class="component--block__link" data-event="clicked" data-uuid="290c4dc3-76" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="a76bb88f" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Flexibles Projektmanagement</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/confluence" class="component--block__link" data-event="clicked" data-uuid="6ce391a6-10" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="50f44221" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Zentrale Wissensquelle</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/de/software/jira/product-discovery" class="component--block__link" data-event="clicked" data-uuid="b6e816c2-90" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="38733354" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Product-Discovery.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Product Discovery <span class="lozenge blue200 text-adg4secondarynavy">NEU</span> </h3> <p>Ideen erfassen und priorisieren</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-3d19a5a4-952c-4fb1-9f13-7892fa162cec" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> IT-Professionals </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/jira/service-management" class="component--block__link" data-event="clicked" data-uuid="1c45f049-49" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="74cb2c5b" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Service-Management.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Service Management </h3> <p>Schnelle Servicebereitstellung</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/guard" class="component--block__link" data-event="clicked" data-uuid="923a9b01-40" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="cd74c518" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Guard.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Schutz <span class="lozenge blue200 text-adg4secondarynavy">NEU</span> </h3> <p>Höhere Sicherheit in der Cloud</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-e3ef4fba-ad10-4f84-af12-2f6f6d1efd67" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Business-Teams </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/jira" class="component--block__link" data-event="clicked" data-uuid="13474f83-26" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="1ef222e7" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Flexibles Projektmanagement</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/confluence" class="component--block__link" data-event="clicked" data-uuid="4b6d0074-94" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="5dc02e14" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Zentrale Wissensquelle</p> </div> </div> </a> </div> <div class="component alignContentStretch alignItemsStretch justifyStart noWrap no s0 between component--block" style="margin:4px 0;padding:0;:;" > <a href="https://trello.com/home" class="component--block__link" data-event="clicked" data-uuid="05036e06-dd" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="f5faeacd" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Trello.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Trello </h3> <p>Arbeit organisieren und visualisieren</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/de/software/loom" class="component--block__link" data-event="clicked" data-uuid="c3dcae40-95" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="4d83dea7" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Loom.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Loom <span class="lozenge blue200 text-adg4secondarynavy">NEU</span> </h3> <p>Schnelle, asynchrone Video-Updates</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-7d0e41e0-832f-4327-9102-52887f676ce2" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Führungsteams </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/de/software/jira" class="component--block__link" data-event="clicked" data-uuid="3c258fc0-fc" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="a891fdc9" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Flexibles Projektmanagement</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="https://loom.com" class="component--block__link" data-event="clicked" data-uuid="21331073-0f" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="3bbb9fed" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Zentrale Wissensquelle</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/de/software/loom" class="component--block__link" data-event="clicked" data-uuid="b30cd095-78" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="c3942edb" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Loom.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Loom <span class="lozenge blue200 text-adg4secondarynavy">NEU</span> </h3> <p>Schnelle, asynchrone Video-Updates</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/de/software/jira/align" class="component--block__link" data-event="clicked" data-uuid="e177e36d-f2" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="c3d49c45" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Align.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Align </h3> <p>Unternehmensweite Arbeitsplanung und Wertschöpfung</p> </div> </div> </a> </div> </div> </div> </div> </div></div> <button class="mobile-back-button"> <svg width="16" height="15" viewBox="0 0 16 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M7.77087 14.5334C7.87109 14.4335 7.9506 14.3148 8.00485 14.1841C8.0591 14.0535 8.08702 13.9134 8.08702 13.772C8.08702 13.6306 8.0591 13.4905 8.00485 13.3599C7.9506 13.2292 7.87109 13.1105 7.77087 13.0106L3.68091 8.92576L14.0174 8.92576C14.3034 8.92576 14.5777 8.8123 14.7799 8.61033C14.9821 8.40837 15.0957 8.13444 15.0957 7.84882C15.0957 7.5632 14.9821 7.28927 14.7799 7.08731C14.5777 6.88534 14.3034 6.77188 14.0174 6.77188L3.68091 6.77188L7.77087 2.68705C7.87109 2.58712 7.9506 2.46843 8.00485 2.33778C8.0591 2.20714 8.08702 2.06709 8.08702 1.92565C8.08702 1.78421 8.0591 1.64416 8.00485 1.51351C7.9506 1.38286 7.87109 1.26418 7.77087 1.16425C7.35033 0.744243 6.6667 0.744243 6.24508 1.16425L0.315557 7.08742C0.120278 7.28171 0.00717735 7.54348 -0.00038147 7.81867V7.88005C0.00734234 8.15489 0.120439 8.41626 0.315557 8.61022L6.24508 14.5334C6.34523 14.6335 6.46415 14.713 6.59505 14.7672C6.72596 14.8213 6.86627 14.8492 7.00798 14.8492C7.14968 14.8492 7.28999 14.8213 7.4209 14.7672C7.5518 14.713 7.67072 14.6335 7.77087 14.5334Z" fill="#1868DB"/> </svg> Back </button> </div> </li> <li id="adg4-nav-link-teams" class="nav-link globalNav has-dropdown single adg4-nav-link-teams"> <button class="nav-link-button main current-page-false" data-navlinkid="nav-link-c7337bad-f071-4c96-b5a3-99d33e6c73bd" data-event="clicked" data-uuid="c7337bad-f0-link" data-event-component="linkButton" data-event-container="globalNav-navigation-link" data-schema-version="1" > Teams <svg class="desktop" width="11" height="6" viewBox="0 0 11 6" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M9.19995 1.18182L5.19995 4.81818L1.19995 1.18182" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"></path></svg> </button> <div class="dropdown-content" id="nav-link-c7337bad-f071-4c96-b5a3-99d33e6c73bd"> <div class="dropdown-content-inner"> <div class="tab-buttons-area"> </div> <div class="tab-content-area globalNav cols-1"> <div id="tab-8212b0b7-5103-48a7-8a92-ac9fbd91d1b4" class="singular-tab-content active"> <h5 class="mobile-title eyebrows"> Teams </h5> <div class="component component--block nav-three-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStretch justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block team-card" style="margin:0;" > <a href="/de/teams/software-development" class="component--block__link" data-event="clicked" data-uuid="f708e77a-a5" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock"> <div class="component__image"> <img id="90d05cb9" alt="" class="component__image xs-compact-bottom xs-none-top" style="width:28px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-software.svg" loading="lazy" /> </div> <div class="component__heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Software </h3> <p>Schnellere Fertigstellung hochwertiger, innovativer Software</p> </div> </div> <div class="component component--image hoverable"> <img id="38496121" alt="" class="component__image" style="width:28px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-software-hover.svg" loading="lazy" /> </div> </a> </div> <div class="component s0 between component--block team-card" style="margin:0;" > <a href="/de/teams/marketing" class="component--block__link" data-event="clicked" data-uuid="6fe6061e-15" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock"> <div class="component__image"> <img id="1126eb5b" alt="" class="component__image xs-none-top xs-compact-bottom" style="width:44px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-marketing.svg" loading="lazy" /> </div> <div class="component__heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Marketing </h3> <p>Strategien für die erfolgreiche Zusammenarbeit und erfolgreiches Marketing</p> </div> </div> <div class="component component--image hoverable"> <img id="663b0d9c" alt="" class="component__image" style="width:44px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-marketing-hover.svg" loading="lazy" /> </div> </a> </div> <div class="component s0 between component--block team-card" style="margin:0;" > <a href="/de/teams/it" class="component--block__link" data-event="clicked" data-uuid="bd6097b7-ae" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock"> <div class="component__image"> <img id="c99a84f3" alt="" class="component__image xs-none-top xs-compact-bottom" style="width:32px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-it.svg" loading="lazy" /> </div> <div class="component__heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > IT </h3> <p>Biete außergewöhnliche Services für Betrieb und Support.</p> </div> </div> <div class="component component--image hoverable"> <img id="b459ac25" alt="" class="component__image" style="width:32px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-it-hover.svg" loading="lazy" /> </div> </a> </div> </div> </div> <div class="component component--block bottom-three-col" style="margin-top:0;" > <div class="intra-div flexRow alignContentStart alignItemsStretch justifyStart wrap no s0 between flexColSm component--block__background neutral100 has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block col-1" style="margin:0;" > <div class="component component--heading"> <h5 class="fnt-wt font-wt-600 fnt-mg font-mgn-16 fnt-ln font-lnh- heading" > Lösung </h5> </div> <div class="component component--link-button "> <a href="/de/solutions/work-management" data-event="clicked" data-uuid="b179f79d-e5" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Arbeitsmanagement" data-label-english="Work Management" class="component__link default " > Arbeitsmanagement </a> </div> <div class="component component--link-button "> <a href="/de/solutions/itsm" data-event="clicked" data-uuid="5ad93cb6-9a" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="IT-Servicemanagement" data-label-english="IT Service Management" class="component__link default " > IT-Servicemanagement </a> </div> <div class="component component--link-button "> <a href="/de/solutions/devops" data-event="clicked" data-uuid="d013113f-55" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Agile und DevOps" data-label-english="Agile & DevOps" class="component__link default " > Agile und DevOps </a> </div> </div> <div class="component s0 between component--block col-1" > <div class="component component--heading"> <h5 class="fnt-wt font-wt-600 fnt-mg font-mgn-16 fnt-ln font-lnh- heading" > Nach Teamgröße </h5> </div> <div class="component component--link-button "> <a href="/de/enterprise" data-event="clicked" data-uuid="f56440e6-51" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Enterprise" data-label-english="Enterprise" class="component__link default " > Enterprise </a> </div> <div class="component component--link-button "> <a href="/de/software/small-business" data-event="clicked" data-uuid="7515a7d2-b8" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Kleinunternehmen" data-label-english="Small business" class="component__link default " > Kleinunternehmen </a> </div> <div class="component component--link-button "> <a href="/de/software/startups" data-event="clicked" data-uuid="7dd4032c-05" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Start-up" data-label-english="Startup" class="component__link default " > Start-up </a> </div> <div class="component component--link-button "> <a href="/de/teams/nonprofits" data-event="clicked" data-uuid="ecd56900-50" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Gemeinnützige Organisationen" data-label-english="Non-profit" class="component__link default " > Gemeinnützige Organisationen </a> </div> </div> <div class="component s0 between component--block col-1" > <div class="component component--heading"> <h5 class="fnt-wt font-wt-600 fnt-mg font-mgn-16 fnt-ln font-lnh- heading" > Nach Branche </h5> </div> <div class="component component--link-button "> <a href="/de/industries/retail" data-event="clicked" data-uuid="d1ccbcfe-58" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Einzelhandel" data-label-english="Retail" class="component__link default " > Einzelhandel </a> </div> <div class="component component--link-button "> <a href="/de/industries/telecom" data-event="clicked" data-uuid="3c615ef5-97" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Telekommunikation" data-label-english="Telecommunications" class="component__link default " > Telekommunikation </a> </div> <div class="component component--link-button "> <a href="/de/industries/professional-services" data-event="clicked" data-uuid="4926e993-46" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Professionelle Services" data-label-english="Professional services" class="component__link default " > Professionelle Services </a> </div> <div class="component component--link-button "> <a href="/de/government" data-event="clicked" data-uuid="89d1956c-e2" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Behörden" data-label-english="Government" class="component__link default " > Behörden </a> </div> </div> </div> </div> </div> </div></div> <button class="mobile-back-button"> <svg width="16" height="15" viewBox="0 0 16 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M7.77087 14.5334C7.87109 14.4335 7.9506 14.3148 8.00485 14.1841C8.0591 14.0535 8.08702 13.9134 8.08702 13.772C8.08702 13.6306 8.0591 13.4905 8.00485 13.3599C7.9506 13.2292 7.87109 13.1105 7.77087 13.0106L3.68091 8.92576L14.0174 8.92576C14.3034 8.92576 14.5777 8.8123 14.7799 8.61033C14.9821 8.40837 15.0957 8.13444 15.0957 7.84882C15.0957 7.5632 14.9821 7.28927 14.7799 7.08731C14.5777 6.88534 14.3034 6.77188 14.0174 6.77188L3.68091 6.77188L7.77087 2.68705C7.87109 2.58712 7.9506 2.46843 8.00485 2.33778C8.0591 2.20714 8.08702 2.06709 8.08702 1.92565C8.08702 1.78421 8.0591 1.64416 8.00485 1.51351C7.9506 1.38286 7.87109 1.26418 7.77087 1.16425C7.35033 0.744243 6.6667 0.744243 6.24508 1.16425L0.315557 7.08742C0.120278 7.28171 0.00717735 7.54348 -0.00038147 7.81867V7.88005C0.00734234 8.15489 0.120439 8.41626 0.315557 8.61022L6.24508 14.5334C6.34523 14.6335 6.46415 14.713 6.59505 14.7672C6.72596 14.8213 6.86627 14.8492 7.00798 14.8492C7.14968 14.8492 7.28999 14.8213 7.4209 14.7672C7.5518 14.713 7.67072 14.6335 7.77087 14.5334Z" fill="#1868DB"/> </svg> Back </button> </div> </li> <li id="adg4-nav-link-why-atlassian" class="nav-link globalNav has-dropdown single adg4-nav-link-why-atlassian"> <button class="nav-link-button main current-page-false" data-navlinkid="nav-link-fa47bfda-a17c-48bb-b238-3fb7545b1e42" data-event="clicked" data-uuid="fa47bfda-a1-link" data-event-component="linkButton" data-event-container="globalNav-navigation-link" data-schema-version="1" > Warum Atlassian? <svg class="desktop" width="11" height="6" viewBox="0 0 11 6" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M9.19995 1.18182L5.19995 4.81818L1.19995 1.18182" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"></path></svg> </button> <div class="dropdown-content" id="nav-link-fa47bfda-a17c-48bb-b238-3fb7545b1e42"> <div class="dropdown-content-inner"> <div class="tab-buttons-area"> </div> <div class="tab-content-area globalNav cols-1"> <div id="tab-94bac309-9300-4042-bafe-297e6188d84f" class="singular-tab-content active"> <h5 class="mobile-title eyebrows"> Warum Atlassian? </h5> <div class="component component--block nav-three-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStretch justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:0;" > <a href="https://marketplace.atlassian.com/" class="component--block__link" data-event="clicked" data-uuid="c9dc5872-ad" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Integrationen </h3> <p>Verknüpfe Tausende Apps mit allen deinen Atlassian-Produkten</p> </div> </a> </div> <div class="component s0 between component--block" style="margin:0;" > <a href="/de/customers" class="component--block__link" data-event="clicked" data-uuid="d7af88e4-e4" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Kunden </h3> <p>Fallstudien und Storys, die auf Teamarbeit basieren</p> </div> </a> </div> <div class="component s0 between component--block" style="margin:0;" > <a href="/de/trust/compliance/resources/fedramp" class="component--block__link" data-event="clicked" data-uuid="214ef2f0-e9" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > FedRAMP </h3> <p>Konforme Lösungen für den öffentlichen Sektor</p> </div> </a> </div> <div class="component s0 between component--block" style="margin:0;" > <a 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7.08731C14.5777 6.88534 14.3034 6.77188 14.0174 6.77188L3.68091 6.77188L7.77087 2.68705C7.87109 2.58712 7.9506 2.46843 8.00485 2.33778C8.0591 2.20714 8.08702 2.06709 8.08702 1.92565C8.08702 1.78421 8.0591 1.64416 8.00485 1.51351C7.9506 1.38286 7.87109 1.26418 7.77087 1.16425C7.35033 0.744243 6.6667 0.744243 6.24508 1.16425L0.315557 7.08742C0.120278 7.28171 0.00717735 7.54348 -0.00038147 7.81867V7.88005C0.00734234 8.15489 0.120439 8.41626 0.315557 8.61022L6.24508 14.5334C6.34523 14.6335 6.46415 14.713 6.59505 14.7672C6.72596 14.8213 6.86627 14.8492 7.00798 14.8492C7.14968 14.8492 7.28999 14.8213 7.4209 14.7672C7.5518 14.713 7.67072 14.6335 7.77087 14.5334Z" fill="#1868DB"/> </svg> Back </button> </div> </li> <li id="adg4-nav-link-resources" class="nav-link globalNav has-dropdown single adg4-nav-link-resources"> <button class="nav-link-button main current-page-false" data-navlinkid="nav-link-9fc4b679-6101-4d37-be62-9764cce616cb" data-event="clicked" data-uuid="9fc4b679-61-link" 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8.0591 13.4905 8.00485 13.3599C7.9506 13.2292 7.87109 13.1105 7.77087 13.0106L3.68091 8.92576L14.0174 8.92576C14.3034 8.92576 14.5777 8.8123 14.7799 8.61033C14.9821 8.40837 15.0957 8.13444 15.0957 7.84882C15.0957 7.5632 14.9821 7.28927 14.7799 7.08731C14.5777 6.88534 14.3034 6.77188 14.0174 6.77188L3.68091 6.77188L7.77087 2.68705C7.87109 2.58712 7.9506 2.46843 8.00485 2.33778C8.0591 2.20714 8.08702 2.06709 8.08702 1.92565C8.08702 1.78421 8.0591 1.64416 8.00485 1.51351C7.9506 1.38286 7.87109 1.26418 7.77087 1.16425C7.35033 0.744243 6.6667 0.744243 6.24508 1.16425L0.315557 7.08742C0.120278 7.28171 0.00717735 7.54348 -0.00038147 7.81867V7.88005C0.00734234 8.15489 0.120439 8.41626 0.315557 8.61022L6.24508 14.5334C6.34523 14.6335 6.46415 14.713 6.59505 14.7672C6.72596 14.8213 6.86627 14.8492 7.00798 14.8492C7.14968 14.8492 7.28999 14.8213 7.4209 14.7672C7.5518 14.713 7.67072 14.6335 7.77087 14.5334Z" fill="#1868DB"/> </svg> Back </button> </div> </li> <li id="adg4-nav-link-enterprise" 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id="cta-desktop-dropdown-button"> <button class="cta button--one button--regular button--primary" id="try-now-dropdown-cta-desktop" data-dropdownId="try-now-cta-link-desktop-dropdown" data-event="clicked" data-uuid="0703b6c2-3e-linik" data-event-component="linkButton" data-event-container="globalNav-cta-desktop" data-schema-version="1" data-label-english="Get it free" > Jetzt testen <svg class="desktop" width="11" height="6" viewBox="0 0 11 6" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M9.19995 1.18182L5.19995 4.81818L1.19995 1.18182" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"></path> </svg> </button> <div class="cta-dropdown-content" id="try-now-cta-link-desktop-dropdown"> <div class="dropdown-content-inner"> <div class="dropdown-content-loader"> <div class="atlas-style-simple-loader-medium"></div> </div> <div class="dropdown-content-panel"> <div class="component s0 between component--block product-link-block"> <a 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</div> </div> </a> </div> <div class="component s0 between component--block product-link-block"> <a href="/de/try/cloud/signup?bundle=confluence&edition=free" id="highlightItem3__link" class="component--block__link" data-event="clicked" data-uuid="0703b6c2-3e-cta-desktop-product-link3" data-event-component="linkButton" data-event-container="globalNav-cta-desktop-product-link" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="highlightItem3__img" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="auto"> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" id="highlightItem3__product--title" > Confluence </h3> <p 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data-hover-content-id="desktop-Jira-Service-Management"> <a href="/de/software/jira/service-management" tabindex="0" data-event="clicked" data-uuid="1d5006f0-9b" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Jira Service Management" data-label-english="Jira Service Management" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Jira Service Management</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link" data-hover-content-id="desktop-IT-Service-Management-(ITSM)"> <a href="/de/itsm" tabindex="0" data-event="clicked" data-uuid="df48abd3-3e" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="IT-Service-Management (ITSM)" data-label-english="ITSM" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div 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data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Ressourcenbibliothek" data-label-english="Resource library" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Ressourcenbibliothek</h3> </div> </div> </a> </li> </ul> </div> <div class="column nav-hover-details"> <div class="navbar-hover-content" id="desktop-Jira-Service-Management"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Servicemanagement für IT-Ops-, Entwicklungs- und Geschäftsteams </h3> <p>Setze High-Velocity-Servicemanagement im großen Maßstab um.</p> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > <div class="component component--link-button "> <a href="/de/software/jira/service-management/free" data-event="clicked" data-uuid="e917b459-c7" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Kostenlos nutzen" data-label-english="Get it free" class="component__link button button--one button--regular button--primary " > Kostenlos nutzen </a> </div> <div class="component component--link-button "> <a href="/de/software/jira/service-management" data-event="clicked" data-uuid="c4f425b0-bc" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Weitere Informationen" data-label-english="Learn more" class="component__link button button--one button--regular button--secondary " > Weitere Informationen </a> </div> </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="desktop-IT-Service-Management-(ITSM)"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > So verwaltest du die End-to-End-Bereitstellung von IT-Services </h3> <p>Hole dir Tipps zum Verbessern deiner Service-Management-Praktiken.</p> </div> <div class="component component--link-button "> <a href="/de/itsm" data-event="clicked" data-uuid="9dab0ce5-15" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Weitere Informationen" data-label-english="Learn more" class="component__link button button--one button--regular button--secondary " > Weitere Informationen </a> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block display-none" > </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="desktop-Produktleitfaden"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Alles, was du für die Einrichtung von JSM wissen musst </h3> <p>Diese Leitfäden decken alles ab, von den Grundlagen bis hin zu detaillierten Best Practices.</p> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > <div class="component component--link-button "> <a href="/de/software/jira/service-management/product-guide?bundle=compass" data-event="clicked" data-uuid="81958657-22" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Leitfaden anzeigen" data-label-english="View guide" class="component__link button button--one button--regular button--secondary " > Leitfaden anzeigen </a> </div> </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="desktop-Ressourcenbibliothek"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Ressourcenbibliothek </br>zu Jira Service Management </h3> <p>In unseren Whitepapers, Fallstudien, Berichten und weiteren Dokumenten findest du alle wichtigen Informationen.</p> </div> <div class="component component--link-button display-none "> <a href="/de/software/jira/service-management/resources" data-event="clicked" data-uuid="b1faa7a5-09" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Bibliothek ansehen" data-label-english="View library" class="component__link button button--one button--regular button--secondary " > Bibliothek ansehen </a> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > </div> </div> </div> </div> </div> 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dropdown-container show-nav-hover-detail" > <div class="column"> <ul> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="mobile-Jira-Service-Management"> <a href="/de/software/jira/service-management" tabindex="0" data-event="clicked" data-uuid="1d5006f0-9b" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Jira Service Management" data-label-english="Jira Service Management" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Jira Service Management</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link" data-hover-content-id="mobile-IT-Service-Management-(ITSM)"> <a href="/de/itsm" tabindex="0" data-event="clicked" data-uuid="df48abd3-3e" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="IT-Service-Management (ITSM)" data-label-english="ITSM" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">IT-Service-Management (ITSM)</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="mobile-Produktleitfaden"> <a href="/de/software/jira/service-management/product-guide" tabindex="0" data-event="clicked" data-uuid="7c940434-48" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Produktleitfaden" data-label-english="Product guide" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Produktleitfaden</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="mobile-Ressourcenbibliothek"> <a href="/de/software/jira/service-management/resources" tabindex="0" data-event="clicked" data-uuid="1be50818-3d" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Ressourcenbibliothek" data-label-english="Resource library" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Ressourcenbibliothek</h3> </div> </div> </a> </li> </ul> </div> <div class="column nav-hover-details"> <div class="navbar-hover-content" id="mobile-Jira-Service-Management"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Servicemanagement für IT-Ops-, Entwicklungs- und Geschäftsteams </h3> <p>Setze High-Velocity-Servicemanagement im großen Maßstab um.</p> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > <div class="component component--link-button "> <a href="/de/software/jira/service-management/free" data-event="clicked" data-uuid="e917b459-c7" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Kostenlos nutzen" data-label-english="Get it free" class="component__link button button--one button--regular button--primary " > Kostenlos nutzen </a> </div> <div class="component component--link-button "> <a href="/de/software/jira/service-management" data-event="clicked" data-uuid="c4f425b0-bc" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Weitere Informationen" data-label-english="Learn more" class="component__link button button--one button--regular button--secondary " > Weitere Informationen </a> </div> </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="mobile-IT-Service-Management-(ITSM)"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > So verwaltest du die End-to-End-Bereitstellung von IT-Services </h3> <p>Hole dir Tipps zum Verbessern deiner Service-Management-Praktiken.</p> </div> <div class="component component--link-button "> <a href="/de/itsm" data-event="clicked" data-uuid="9dab0ce5-15" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Weitere Informationen" data-label-english="Learn more" class="component__link button button--one button--regular button--secondary " > Weitere Informationen </a> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block display-none" > </div> </div> </div> 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data-schema-version="1" class="guide-sidebar-child-link level1 "> Management von Serviceanfragen </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management" data-event="clicked" data-uuid="5fe5efca-04" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Überblick </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/how-to-build-a-service-desk" data-event="clicked" data-uuid="0ada4e95-94" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Best Practices für den Aufbau eines Servicedesk </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/it-metrics-and-reporting" data-event="clicked" data-uuid="327b836e-c8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> IT-Metriken und -Berichte </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/slas" data-event="clicked" data-uuid="3b438742-f4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> SLAs: Was, warum und wie? </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/first-call-resolution" data-event="clicked" data-uuid="2baf12bb-32" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Warum die Lösung beim ersten Anruf so wichtig ist </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/help-desk" data-event="clicked" data-uuid="1a8005e3-96" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Helpdesk </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm" data-event="clicked" data-uuid="324e1030-73" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Unterschiede zwischen den Begriffen "Servicedesk", "Helpdesk" und "ITSM" </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/how-to-run-it-support-devops-way" data-event="clicked" data-uuid="ca739e5c-af" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> IT-Support nach dem DevOps-Ansatz </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/conversational-ticketing" data-event="clicked" data-uuid="4bc9c728-4b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Interaktive Ticketlösungen </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/how-to-customize-jira-service-management" data-event="clicked" data-uuid="e347a2ca-f2" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Jira Service Management individuell anpassen </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/transitioning-from-email-support" data-event="clicked" data-uuid="3f2221f8-80" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Übergang vom E-Mail-Support </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/service-catalog" data-event="clicked" data-uuid="02ae1fd0-14" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Servicekatalog </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/virtual-agent" data-event="clicked" data-uuid="bbcefa42-11" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Was ist ein virtueller Agent </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/it-services" data-event="clicked" data-uuid="dd053b27-24" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Ein Überblick über IT-Services und ihre Bedeutung </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/service-desk" data-event="clicked" data-uuid="21f14ac7-08" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> IT-Support </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/service-request-management/it-ticketing-system" data-event="clicked" data-uuid="03141fad-91" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> IT-Ticketsystem </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/de/itsm/it-asset-management" data-event="clicked" data-uuid="71b2e9ef-6c" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> IT-Asset-Management </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-asset-management" data-event="clicked" data-uuid="2ba5bae0-37" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Überblick </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-asset-management/cmdb" data-event="clicked" data-uuid="941e5fc7-06" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Configuration Management Databases (CMDs) </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-asset-management/configuration-vs-asset-management" data-event="clicked" data-uuid="a73be061-f2" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Konfigurationsmanagement und Asset-Management </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-asset-management/best-practices" data-event="clicked" data-uuid="7e449991-f1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Best Practices für das IT- und Software-Asset-Management </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-asset-management/asset-tracking" data-event="clicked" data-uuid="0d50d464-70" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Asset-Verfolgung </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-asset-management/hardware-asset-management" data-event="clicked" data-uuid="2dcd4316-67" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Hardware-Asset-Management </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-asset-management/asset-management-lifecycle" data-event="clicked" data-uuid="3fb9a620-fc" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Asset-Management-Lebenszyklus </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links revealed active" > <a href="/de/incident-management" data-event="clicked" data-uuid="7b1ed876-3e" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 active"> Vorfallmanagement </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link revealed active" > <a href="/de/incident-management" data-event="clicked" data-uuid="5282f9a8-c7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 active"> Überblick </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/incident-management/itscm" data-event="clicked" data-uuid="c6a86907-5f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> IT Service Continuity Management (ITSCM) </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/de/incident-management/incident-communication" data-event="clicked" data-uuid="3b02d8ec-c9" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Informationen zu Vorfällen </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/incident-communication/templates" data-event="clicked" data-uuid="46f749aa-74" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Vorlagen </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/incident-communication/workshop" data-event="clicked" data-uuid="6cc74278-e7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Workshop </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/de/incident-management/incident-response" data-event="clicked" data-uuid="fd9ecf06-8a" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Incident Response </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/incident-response/best-practices" data-event="clicked" data-uuid="f4b489bf-ef" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Best Practices </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/incident-response/incident-commander" data-event="clicked" data-uuid="af4a9614-5c" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Einsatzleiter </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/incident-response/aviation" data-event="clicked" data-uuid="56d1086a-81" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Luftfahrt </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/incident-response/roles-responsibilities" data-event="clicked" data-uuid="af9daf21-2a" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Rollen und Zuständigkeiten </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/incident-response/lifecycle" data-event="clicked" data-uuid="df6f9167-67" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Lebenszyklus </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/incident-response/how-to-create-an-incident-response-playbook" data-event="clicked" data-uuid="bb09d52f-e3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Playbook </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/incident-response/support-levels" data-event="clicked" data-uuid="33b60e19-9a" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> IT-Supportstufen </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links revealed active" > <a href="/de/incident-management/on-call" data-event="clicked" data-uuid="a22c635d-2d" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 active"> Bereitschaftsdienst </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/on-call/on-call-schedules" data-event="clicked" data-uuid="0d8bd29f-f4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Bereitschaftspläne </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/on-call/on-call-pay" data-event="clicked" data-uuid="c7666a80-a3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Bezahlung im Bereitschaftsdienst </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/on-call/alert-fatigue" data-event="clicked" data-uuid="8c3e14e9-12" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Alarm-Fatigue </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/on-call/improving-on-call" data-event="clicked" data-uuid="b6f45e62-72" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Verbesserung des Bereitschaftsdienstes </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/on-call/it-alerting" data-event="clicked" data-uuid="7f5a2073-f4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> IT-Warnmeldungen </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link revealed active" > <a href="/de/incident-management/on-call/escalation-policies" data-event="clicked" data-uuid="05612363-f7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 active"> Eskalationsrichtlinien ansehen </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/incident-management/tools" data-event="clicked" data-uuid="89347a3d-36" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Tools </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/de/incident-management/template" data-event="clicked" data-uuid="b21045b2-11" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Vorlage </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/on-call/escalation-path-template" data-event="clicked" data-uuid="0cc2892d-35" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Eskalationspfad-Vorlage </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/de/incident-management/kpis" data-event="clicked" data-uuid="00f2f82c-ae" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> KPIs </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/kpis/common-metrics" data-event="clicked" data-uuid="0a0bc9ed-84" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Gängige Metriken </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/kpis/severity-levels" data-event="clicked" data-uuid="735d8f73-10" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Schweregrade </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/kpis/cost-of-downtime" data-event="clicked" data-uuid="8081fff3-39" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Kosten von Ausfällen </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/kpis/sla-vs-slo-vs-sli" data-event="clicked" data-uuid="3274f87e-41" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> SLA, SLO und SLI </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/kpis/error-budget" data-event="clicked" data-uuid="694db808-03" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Fehlerbudget </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/kpis/reliability-vs-availability" data-event="clicked" data-uuid="8c2378f3-ee" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Zuverlässigkeit und Verfügbarkeit </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/kpis/mttf" data-event="clicked" data-uuid="f0f0635c-17" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> MTTF (Mean Time to Failure) </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/de/incident-management/devops" data-event="clicked" data-uuid="e33eac1d-09" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> DevOps </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/devops/sre" data-event="clicked" data-uuid="b26f844e-88" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> SRE </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/devops/you-built-it-you-run-it" data-event="clicked" data-uuid="f90fae53-e3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> You build it, you run it </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/devops/incident-vs-problem-management" data-event="clicked" data-uuid="fa49b580-b5" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Problemmanagement und Incident Management </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/devops/chatops" data-event="clicked" data-uuid="5c3acf71-be" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> ChatOps </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/de/incident-management/itsm" data-event="clicked" data-uuid="010866b8-f9" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> IT-Service-Management (ITSM) </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/itsm/major-incident-management" data-event="clicked" data-uuid="5a89a565-66" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Management von größeren Vorfällen </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/itsm/it-incident-management" data-event="clicked" data-uuid="28764642-84" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Management von IT-Vorfällen </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/itsm/modern-incident-management-for-it-ops" data-event="clicked" data-uuid="5f0e5f08-2b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Modernes Vorfallmanagement für IT-Ops </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/itsm/disaster-recovery" data-event="clicked" data-uuid="145da528-77" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> So entwickelst du einen IT-Disaster-Recovery-Plan </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/itsm/disaster-recovery-plan-examples" data-event="clicked" data-uuid="9dec9b4b-9d" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Beispiele für Disaster-Recovery-Pläne </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/itsm/bug-tracking-best-practices" data-event="clicked" data-uuid="b7a33993-99" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Best Practices für das Bug-Tracking </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/de/incident-management/postmortem" data-event="clicked" data-uuid="b8818958-4f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Post-Mortem-Analyse </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/postmortem/templates" data-event="clicked" data-uuid="4936a77a-4b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Vorlage </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/postmortem/blameless" data-event="clicked" data-uuid="6810fc46-35" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Ohne Schuldzuweisungen </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/postmortem/reports" data-event="clicked" data-uuid="81378d2d-c3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Berichte </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/postmortem/meeting" data-event="clicked" data-uuid="24e117ff-d6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Meeting </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/postmortem/timelines" data-event="clicked" data-uuid="650ee13c-c1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Zeitleisten </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/postmortem/5-whys" data-event="clicked" data-uuid="a1c2a0ea-a4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> 5 Warum-Fragen </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/postmortem/public-vs-private" data-event="clicked" data-uuid="7754747c-a2" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Öffentlich vs. privat </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/de/incident-management/tutorials" data-event="clicked" data-uuid="d318c8f1-a5" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Tutorials </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/tutorials/incident-communication" data-event="clicked" data-uuid="a0185940-d6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Informationen zu Vorfällen </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/tutorials/on-call-schedule" data-event="clicked" data-uuid="9b7c223c-32" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Bereitschaftsplan </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/tutorials/automate-customer-notifications" data-event="clicked" data-uuid="7e4ab095-57" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Automatisierung von Kundenbenachrichtigungen </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/de/incident-management/handbook" data-event="clicked" data-uuid="98b5d842-8b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Handbuch </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/handbook/incident-response" data-event="clicked" data-uuid="83f38ac2-fa" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Incident Response </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/de/incident-management/handbook/postmortems" data-event="clicked" data-uuid="dd23786c-f8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Post-Mortem-Analysen </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/incident-management/template-generator" data-event="clicked" data-uuid="f54ec1f8-3b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Vorlagengenerator </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/incident-management/glossary" data-event="clicked" data-uuid="5261ce7a-0c" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Glossar </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/incident-management/get-the-handbook" data-event="clicked" data-uuid="4b495066-77" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Handbuch herunterladen </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/incident-management/2020-state-of-incident-management" data-event="clicked" data-uuid="ebd57b9c-9e" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Der Stand des Vorfallmanagements 2020 </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/incident-management/2021-state-of-incident-management" data-event="clicked" data-uuid="c428ec2c-34" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Der Stand des Vorfallmanagements 2021 </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/de/itsm/it-management" data-event="clicked" data-uuid="a35c134c-a3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> IT-Management </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-management" data-event="clicked" data-uuid="7e49a1c7-2d" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Überblick </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/de/itsm/problem-management" data-event="clicked" data-uuid="3d8b5666-22" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Problemmanagement </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/problem-management" data-event="clicked" data-uuid="9c319fe8-79" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Überblick </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/problem-management/template" data-event="clicked" data-uuid="6d58a094-76" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Vorlage </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/problem-management/roles-and-responsibilities" data-event="clicked" data-uuid="87aeecde-62" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Rollen und Zuständigkeiten </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/problem-management/process" data-event="clicked" data-uuid="ea4886bf-ec" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Prozess </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/de/itsm/change-management" data-event="clicked" data-uuid="53dcd698-26" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Änderungsmanagement </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/change-management" data-event="clicked" data-uuid="55e43ec8-a0" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Überblick </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/change-management/best-practices" data-event="clicked" data-uuid="7580db99-10" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Best Practices </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/change-management/roles-and-responsibilities" data-event="clicked" data-uuid="ea8d6d6f-8f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Rollen und Zuständigkeiten </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/change-management/change-advisory-board" data-event="clicked" data-uuid="ac85d1d7-8b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Change Advisory Board </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/change-management/types" data-event="clicked" data-uuid="6a3adc11-74" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Arten des Änderungsmanagements </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/de/itsm/knowledge-management" data-event="clicked" data-uuid="541517b2-8b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Wissensmanagement </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/knowledge-management" data-event="clicked" data-uuid="6f8e03be-31" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Überblick </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/knowledge-management/what-is-a-knowledge-base" data-event="clicked" data-uuid="fcfb62ba-f7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Was ist eine Wissensdatenbank? </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/knowledge-management/kcs" data-event="clicked" data-uuid="5f39bd6e-c1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Was ist wissensorientierter Service (Knowledge-Centered Service, KCS)? </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/knowledge-management/self-service-success" data-event="clicked" data-uuid="f7737e55-a7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Self-Service-Wissensdatenbanken </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/de/itsm/esm" data-event="clicked" data-uuid="bd0749e6-bf" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Enterprise Service Management </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/esm" data-event="clicked" data-uuid="bf67641a-0f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Überblick </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/esm/hr-service-management-and-delivery" data-event="clicked" data-uuid="1cadf0b4-cc" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> HR Service Management und Delivery </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/esm/hr-automation-best-practices" data-event="clicked" data-uuid="6f53d519-9b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Best Practices für die HR-Automatisierung </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/esm/implementation-tips-for-esm" data-event="clicked" data-uuid="cc5c48de-c6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> 3 Tipps zur Implementierung des ESM </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/esm/offboarding" data-event="clicked" data-uuid="a20e8e61-03" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Informationen zum Offboarding-Prozess </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/esm/employee-experience-management" data-event="clicked" data-uuid="210c2b0c-c8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Strategien für das Employee Experience Management </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/esm/onboarding-software" data-event="clicked" data-uuid="253aa3b5-21" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Die 9 besten Onboarding-Lösungen </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/esm/employee-experience-platforms" data-event="clicked" data-uuid="31baf7fb-e3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Plattformen für die Mitarbeitererfahrung </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/esm/onboarding-workflow" data-event="clicked" data-uuid="449083fa-69" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Onboarding-Workflow </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/esm/employee-onboarding-checklist" data-event="clicked" data-uuid="eaacc805-e3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Checkliste für das Onboarding von Mitarbeitern </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/esm/services-delivery" data-event="clicked" data-uuid="629031ea-b3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> IT-Servicebereitstellung </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/de/itsm/itil" data-event="clicked" data-uuid="e6e56263-0f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> ITIL </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/itil" data-event="clicked" data-uuid="cbb7110b-fa" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Überblick </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/itil/devops-vs-itil" data-event="clicked" data-uuid="fe748f6e-d8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> DevOps vs. ITIL </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/itil/service-strategy" data-event="clicked" data-uuid="07a6dce8-a7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Leitfaden zur ITIL-Servicestrategie </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/itil/service-transition" data-event="clicked" data-uuid="d4a83967-09" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> ITIL-Serviceüberführung </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/itil/continual-service-improvement" data-event="clicked" data-uuid="bc8c398e-d3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Kontinuierliche Serviceverbesserung </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/de/itsm/it-operations" data-event="clicked" data-uuid="3116c9ae-e0" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> IT-Operations </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-operations" data-event="clicked" data-uuid="f88c4f9b-93" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Überblick </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-operations/it-infrastructure-management" data-event="clicked" data-uuid="412f3251-6a" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> IT-Infrastrukturmanagement </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/de/itsm/it-operations-management" data-event="clicked" data-uuid="247ae908-b0" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> IT-Operations Management </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-operations-management" data-event="clicked" data-uuid="bd79cef8-b1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Überblick </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-operations-management/system-upgrade" data-event="clicked" data-uuid="56e8c980-81" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> System-Upgrade </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-operations-management/service-mapping" data-event="clicked" data-uuid="dca5d7e9-68" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Servicezuordnung </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-operations-management/application-dependency-mapping" data-event="clicked" data-uuid="3fcfbdd6-a6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Application Dependency Mapping </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/de/itsm/it-operations-management/it-infrastructure" data-event="clicked" data-uuid="5218f0c4-4b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> IT-Infrastruktur </a> </div> </div> </div> </div> <script type="text/x-component"> { "type":"imkt.components.GuidedSidebar", "params": { "stickyPosition":"100", "isAgile":false } } </script></div> </div> <div class="column column-lg-6 column-md-8 s0 between" > <div class="component component--heading"> <h1 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- h2 heading" > Eskalationsrichtlinien für effektives Vorfallmanagement </h1> </div> <div class="component component--textblock "> <p>Im Idealfall kann dein Techniker oder SRE-Mitarbeiter im Bereitschaftsdienst einen aufgetretenen Vorfall schnell und alleine lösen. </p> <p>In der Praxis ist das aber natürlich nicht immer der Fall. Manchmal sind zum Lösen eines Problems ein größeres Team, Fachwissen oder erweiterte Kompetenzen erforderlich. Aus diesem Grund benötigt jedes Unternehmen mit mehr als zwei Technikexperten einen Plan und eine Richtlinie für die Eskalation von Vorfällen.</p> </div> <div class="component s0 between component--block guided-sidebar-block" id="what-is-incident-escalation" data-title="What is incident escalation?" > <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Was sind Vorfalleskalationen? </h2> </div> <div class="component component--textblock "> <p>Zu einer <strong>Vorfalleskalation</strong> kommt es, wenn ein Mitarbeiter einen Vorfall nicht selbst lösen kann und die Aufgabe an einen erfahreneren oder spezialisierteren Kollegen übergeben muss.</p> </div> </div> <div class="component s0 between component--block md-cozy-top guided-sidebar-block" id="what-is-an-escalation-policy" data-title="What is an escalation policy?" > <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Was ist eine Eskalationsrichtlinie? </h2> </div> <div class="component component--textblock "> <p>Eine <strong>Eskalationsrichtlinie</strong> regelt, wie in deinem Unternehmen diese Übergaben gehandhabt werden. In ihr wird beschrieben, wer beim Eingang einer Vorfallalarmierung zu benachrichtigen ist, an wen ein Vorfall eskaliert werden sollte, wenn der Erstbearbeiter nicht verfügbar ist, wer den Fall übernehmen sollte, falls der Bearbeiter das Problem nicht selbst lösen kann, und wie diese Übergaben erfolgen sollten (Über den Servicedesk? Von einem Techniker direkt an einen anderen? Über ein Vorfallmanagementtool?)</p> <p>Auf den ersten Blick scheinen diese Fragen einfach zu sein, doch je größer dein Unternehmen und je komplexer die technische Umgebung ist, desto mehr Details müssen beachtet werden. Wer bei Eingang einer Vorfallalarmierung zu benachrichtigen ist, kann beispielsweise in Abhängigkeit davon variieren, wer Bereitschaftsdienst hat oder verfügbar ist, aber auch basierend auf den <a data-event="clicked" data-uuid="ce7003b9-e20" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="Schweregraden" data-label-english="severity levels" href="/de/incident-management/kpis/severity-levels">Schweregraden</a>, der Dauer des Vorfalls usw.</p> <p>In einigen Unternehmen kann ein einziger Bereitschaftsmitarbeiter die erste Person sein, die benachrichtigt wird, unabhängig vom Schweregrad des Vorfalls. In anderen Unternehmen ist es womöglich sinnvoller, einen weniger erfahrenen Entwickler bei Vorfällen mit Schweregrad 3 und einen erfahreneren Mitarbeiter oder ein spezialisiertes Team bei Vorfällen mit Schweregrad 1 zu informieren.</p> <p>Ebenso bauen vielleicht einige Unternehmen darauf, dass der Erstbearbeiter Vorfälle bei Bedarf eskaliert. In anderen Unternehmen wird womöglich eine automatische Eskalation an einen erfahreneren Entwickler oder ein spezialisiertes Team ausgelöst, wenn ein Vorfall einen bestimmten Zeitraum überschreitet oder allmählich mehr Systeme oder Benutzer beeinträchtigt.</p> <p>In einer Eskalationsrichtlinie solltest du nicht nur darauf eingehen, wie und an wen Vorfälle in deinem Unternehmen eskaliert werden, sondern auch darauf, ob es Unterschiede je nach Vorfalltyp, Schweregrad, Dauer und Umfang des Vorfalls gibt.</p> </div> </div> <div class="component s0 between component--block md-cozy-top guided-sidebar-block" id="incident-escalation-processes" data-title="Incident escalation processes" > <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Prozesse für die Vorfalleskalation </h2> </div> <div class="component component--textblock "> <p>In Unternehmen, die sich an ITSM-Best-Practices halten, steht in der Regel der Servicedesk im Mittelpunkt der Vorfalleskalation. Wenn der Erstbearbeiter einen Vorfall nicht lösen kann, wird er zurück zum Servicedesk geleitet, der das Problem dann an die entsprechende nächste Stelle eskaliert. Mit <a data-event="clicked" data-uuid="3cbf7752-ed0" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="Jira Service Management" data-label-english="Jira Service Management" href="/de/software/jira/service-management/features">Jira Service Management</a> können Bearbeiter Vorfälle innerhalb des Vorfalltickets eskalieren. Die Bearbeiter haben Zugriff auf Workflows, um den Lösungsprozess zu steuern, und können Aktionen automatisieren oder nach Bedarf anpassen. Durch die Angabe eines Schweregrads wird Bearbeitern ein entsprechender Arbeitsablauf zugewiesen.</p> <p>Andere Unternehmen, wie beispielsweise Google, betrauen einen <a data-event="clicked" data-uuid="3cbf7752-ed1" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="SRE-Mitarbeiter" data-label-english="SRE" href="/de/incident-management/devops/sre">SRE-Mitarbeiter</a> mit Vorfällen und diese Person ist für die nötigen Eskalationen verantwortlich (genau wie für das Stoppen von Releases, falls das Team wegen eines Vorfalls den laut SLA/SLO zulässigen Ausfallschwellenwert überschreitet).</p> <p>In wieder anderen Unternehmen ist der Erstbearbeiter womöglich ein Entwickler oder ein Vorfallmanager oder es gibt mehrere Erstanlaufstellen (insbesondere bei Eingang einer Warnmeldung wegen eines <a data-event="clicked" data-uuid="3cbf7752-ed2" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="Vorfalls mit hohem Schweregrad" data-label-english="high-severity incident" href="/de/incident-management/kpis/severity-levels">Vorfalls mit hohem Schweregrad</a>) und die Eskalation erfolgt anhand vordefinierter Prozesse direkt in und zwischen den Teams.</p> <p>Unabhängig davon, ob der Prozess den Servicedesk durchläuft, durch einen SRE-Mitarbeiter verwaltet wird oder automatisch in deinen Vorfallverfolgungssystemen stattfindet: Es gibt drei Methoden, auf die Eskalationsrichtlinien in der Regel ausgerichtet sind.</p> </div> <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Hierarchische Eskalation </h3> <p>Bei der hierarchischen Eskalation ist die Erfahrung oder die Dauer der Unternehmenszugehörigkeit ausschlaggebend dafür, an welches Team oder welche Person ein Vorfall weitergeleitet wird.</p> <p>Der Erstbearbeiter im Bereitschaftsdienst könnte beispielsweise ein weniger erfahrener Entwickler sein, der neu im Team ist. Wenn dieser das Problem nicht lösen kann und hierarchisch vorgegangen wird, gibt er das Problem an einen erfahreneren Entwickler weiter. Wenn der erfahrenere Entwickler das Problem auch nicht lösen kann, gibt er das Problem an einen Entwickler mit noch mehr Erfahrung weiter. Dieser Prozess wird solange wiederholt, bis das Problem gelöst wurde.</p> </div> <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Funktionelle Eskalation </h3> <p>Bei der funktionellen Eskalation werden Vorfälle an das Team oder die Person weitergeleitet, das bzw. die mit Blick auf Kompetenzen oder Systemkenntnisse am besten gerüstet ist, um das Problem zu lösen. Die Dauer der Unternehmenszugehörigkeit spielt dabei keine Rolle.</p> <p>Der Erstbearbeiter im Bereitschaftsdienst kann beispielsweise ein weniger erfahrener Entwickler aus einem Team sein, das sich auf das Back-End von Produkt X konzentriert. Wenn dieser feststellt, dass das Kernproblem anscheinend auf eine Integration mit Produkt Y zurückzuführen ist, eskaliert er den Vorfall an einen anderen weniger erfahrenen Entwickler im für Produkt Y zuständigen Team.</p> </div> <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Automatische Eskalation </h3> <p>Für Teams, die mit einer Plattform wie Opsgenie arbeiten, kannst du auch Regeln festlegen, damit das System einen Vorfall automatisch eskaliert, wenn der primäre Bereitschaftsmitarbeiter eine Warnmeldung nicht bestätigt oder schließt.</p> <p>Manche Teams ziehen möglicherweise eine bestimmte Eskalationsmethode vor. Die Methoden schließen sich aber nicht gegenseitig aus und viele Teams nutzen eine Kombination aus hierarchischer, funktioneller und automatischer Eskalation.</p> </div> </div> <div class="component s0 between component--block md-cozy-top guided-sidebar-block" id="good-practices-for-developing-an-escalation-policy" data-title="Good practices for developing an escalation policy" > <div class="component component--heading-textblock"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Die Eskalationsmatrix </h2> <p>Eine Eskalationsmatrix ist ein Dokument oder System, mit dem definiert wird, wann eine Eskalation stattfinden und wer Vorfälle auf jeder Eskalationsebene bearbeiten sollte.</p> <p>Der Begriff wird in zahlreichen Branchen verwendet. Im Personalwesen gibt es vielleicht eine Eskalationsmatrix für interne Probleme. Callcenter können eine Eskalationsmatrix für Kundenserviceprobleme haben. IT- und DevOps-Team haben in der Regel mindestens eine Matrix, die den Technikern hilft, zu bestimmen, wie und wann ein Vorfall eskaliert werden muss.</p> <p>Der Detailgrad einer Matrix ist von Unternehmen zu Unternehmen sehr unterschiedlich. Manche Unternehmen haben möglicherweise ein einfaches hierarchisches Diagramm und jeder Entwickler eskaliert bei Bedarf an einen anderen Entwickler mit höherem Qualifikationsniveau. Andere Unternehmen verfügen vielleicht über situationsspezifische Matrizen, denen Entwickler entnehmen können, welche Teams sie je nach Vorfalltyp oder Schweregrad kontaktieren sollen. Wie es im Vorfallmanagement meistens der Fall ist, gibt es auch zum Erstellen der Matrix für dein Unternehmen keine Universallösung.</p> </div> </div> <div class="component s0 between component--block md-cozy-top guided-sidebar-block" id="good-practices-for-developing-an-escalation-policy" data-title="Good practices for developing an escalation policy" > <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Empfehlungen für die Erarbeitung einer Eskalationsrichtlinie </h2> </div> <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Eskalationsrichtlinie als Leitfaden und nicht als verbindliches Regelwerk </h3> <p>Technologie ist nichts Statisches – und deine Teams auch nicht. Google empfiehlt, <a data-event="clicked" data-uuid="dc227741-1a0" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="SRE-Mitarbeitern" data-label-english="SRE" href="/de/incident-management/devops/sre">SRE-Mitarbeitern</a> das flexible Entscheiden nach eigenem Ermessen zu ermöglichen, wenn sie der Meinung sind, dass in einem bestimmten Fall eine andere Eskalationsstrategie angebracht ist. Es geht hier nicht darum, unflexible Regeln festzulegen, sondern einen Leitfaden für die meisten Situationen zu erstellen.</p> </div> <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Regelmäßige Prüfung des <a href=/wac/incident-management/on-call/on-call-schedules>Bereitschaftsplans</a> </h3> <p>Gibt es Lücken im Plan? Stehen die richtigen Mitarbeiter auf Abruf bereit? Sind die richtigen Mitarbeiter in der zweiten und dritten Bereitschaftsstufe eingeteilt? Deine Bereitschaftspläne und Eskalationsrichtlinie sollten ineinandergreifen, um ein schnelleres Vorfallmanagement zu ermöglichen.</p> </div> <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Intelligente Schwellenwerte für Eskalationen </h3> <p>Vorfälle sind nicht alle gleich und demnach sollten sie auch nicht alle der gleichen Eskalationsrichtlinie folgen. </p> <p>Bei unwesentlichen Vorfällen muss der Techniker im Bereitschaftsdienst vielleicht nicht vor den Geschäftszeiten alarmiert werden. Schwerwiegendere Vorfälle erfordern aber wahrscheinlich das Eingreifen des Technikers unabhängig von der Uhrzeit. Falls mehrere Vorfälle auftreten, muss der Techniker wissen, um was er sich zuerst kümmern soll und/oder ob er einen Vorfall sofort an einen zweiten Techniker eskalieren soll.</p> <p>Hier ist ein echter Balanceakt erforderlich: Einerseits musst du sicherstellen, dass Systeme maximale Verfügbarkeit bieten und SLA-Versprechen eingehalten sowie SLO-Ziele erreicht werden. Andererseits gilt es, Techniker vor Burn-out, Überarbeitung, Schlafentzug und <a data-event="clicked" data-uuid="afef9143-b00" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="Alarm-Fatigue" data-label-english="alert fatigue" href="/de/incident-management/on-call/alert-fatigue">Alarm-Fatigue</a> zu bewahren.</p> </div> <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Klare Prozesse für Eskalationen </h3> <p>Soll der Entwickler, der die Eskalation veranlasst, sich direkt an das entsprechende Team bzw. die entsprechende Person wenden, oder muss er den Weg über den Helpdesk gehen? Gibt es ein System, das der Entwickler nutzen sollte? Wie verfolgst du Eskalationen? Was sind die Aufgaben des Erstbearbeiters, um sicherzustellen, dass der Vorfall von der nächsten Person übernommen wird?</p> <p>Diese Fragen sollten in deiner Richtlinie klar beantwortet werden. 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