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IT Service Management

IT service management framework: ITIL 2011 edition - presentation of phases and processes - referrring to Buchsein et al. 2008
Lupe

The research field of IT Service Management is concerned about the development of models, methods and approaches towards customer-oriented planning and management of services and service delivery processes of IT service providers. The research focuses on the following topics:

  • IT Service Engineering (method-based design of IT services, design and prototype implementation of IT service catalogs)
  • Quality management (QM process-oriented, concept of a quality management model for sustainable quality of IT services, development of reference models)
  • Reference Model for IT Service Management (ITIL, COBIT, ISO 20000, MOF, etc.)
  • Methods for integrated service provision
  • "Study of IT Service Management (ITSM) Software Solutions"(project description)
  • "Towards real-time IT service management systems: In-situ analysis of events and incidents using SAP HANA" (project description)

Publications

2007

Übernickel, F., Zarnekow, R. and Scheeg, J. (2007). How to Control IT Service Costs. Software Measurement: Establish, Extract, Evaluate, Execute. Springer.


Zarnekow, R., Übernickel, F., Bravo-Sanchez, C. and Brenner, W. (2007). IT-Produkt-Engineering. WISU - Das Wirtschaftsstudium, 949-955.


Jouanne-Diedrich, H., Zarnekow, R. and Brenner, W. (2007). Prozesse für ein produktorientiertes IT-Sourcing auf Fachbereichsseite. IM Information Management & Consulting, 76-82.


2006

Übernickel, F., Bravo-Sanchez, C. and Zarnekow, R. (2006). Verfahren und Methoden für das Engineering von IT-Produkten. IM Information Management & Consulting, 6-12.


Übernickel, F., Bravo-Sanchez, C., Zarnekow, R. and Brenner, W. (2006). IS Service-Engineering: A Process Model for the Development of IS Services. European and Mediterranean Conference on Information Systems


Übernickel, F., Bravo-Sanchez, C., Zarnekow, R. and Brenner, W. (2006). Eine Vorgehensmethodik für das IT-Produktengineering. Multikonferenz Wirtschaftsinformatik (MKWI06)



Übernickel, F., Scheeg, J., Zarnekow, R. and Brenner, W. (2006). Produkt- und Dienstleistungscontrolling einführen. Praktisches IT-Management. Symposion, 369-391.


Bravo-Sanchez, C. and Zarnekow, R. (2006). IT-Product-Engineering: Ein methodisches Vorgehen zur Gestaltung von IT-Produkten und IT-Produktkatalogen. Handbuch IT-Management. TCW, 53-71.


Zarnekow, R., Brenner, W. and Pilgram, U. (2006). Integrated Information Management: Applying Successful Industrial Concepts in IT. Springer.


Zarnekow, R., Hochstein, A. and Brenner, W. (2006). ITIL im SAP Solution Manager. SAP Solution Manager. Galileo.


Jouanne-Diedrich, H., Zarnekow, R. and Brenner, W. (2006). Konsequenzen der Industrialisierung der IT für das IT-Sourcing. Fachtagung IT-Controlling


2005

Tamm, G. and Zarnekow, R. (2005). Umsetzung eines ITIL-konformen IT-Service-Support auf der Grundlage von Web-Services. 7. Internationale Tagung Wirtschaftsinformatik (WI05)


Bravo-Sanchez, C., Übernickel, F. and Zarnekow, R. (2005). Was die IT von der Industrie lernen kann. Computerworld, 12-13.


Bravo-Sanchez, C., Übernickel, F. and Zarnekow, R. (2005). Lean IT: Die Industrialisierung des Informationsmanagements. is report, 12-17.


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Contact

Dipl.-Phys. Thorsten Proehl
Research Associate
sec. H93
Room H 9163
Strasse des 17. Juni 135
10623 Berlin/Germany
Tel.: +49-(0)30-31422519
Fax: +49-(0)30-31478702

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