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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

2004

Hochstein, A., Zarnekow, R. and Märzhäuser, K. (2004). Ausrichtung der Stadt Köln an dem Best-Practice ''IT Infrastructure Library'' (ITIL): Eine Fallstudie. IM Information Management & Consulting, 47-51.


2003

Zarnekow, R. (2003). IT-Alignment und IT-Governance. 33. Jahrestagung der Gesellschaft für Informatik (GI03)


Zarnekow, R. (2003). Service-orientiertes IT-Management. Infoweek, 44-46.


Brenner, W., Meier, A. and Zarnekow, R. (2003). Strategisches IT-Management. dpunkt.


Zarnekow, R. and Brenner, W. (2003). A product-based Information Management Approach. 11th European Conference on Information Systems (ECIS03)


Zarnekow, R. and Brenner, W. (2003). Konzepte für ein produktorientiertes Informationsmanagement. 6. Internationale Tagung Wirtschaftsinformatik (WI03)


Zarnekow, R. and Brenner, W. (2003). Auf dem Weg zu einem produkt- und dienstleistungsorientierten IT-Management. HMD - Theorie und Praxis der Wirtschaftsinformatik, 7-16.


Brenner, W., Zarnekow, R. and Pörtig, F. (2003). Entwicklungstendenzen im Informationsmanagement. Business Engineering. Springer, 147-168.


2002

Zarnekow, R. (2002). Collective Sourcing am Beispiel der Pharmaplace AG. Procurement im E-Business. Hanser, 135-148.


Reviews

Zusatzinformationen / Extras

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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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