Page Content
IT Service Management
- IT service management framework: ITIL 2011 edition - presentation of phases and processes - referrring to Buchsein et al. 2008
- © IKM
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
| Citation key | Proehl.2012a |
|---|---|
| Author | Pröhl, Thorsten and Repschläger, Jonas and Erek, Koray and Zarnekow, Rüdiger |
| Pages | 6-14 |
| Year | 2012 |
| Journal | HMD - Praxis der Wirtschaftsinformatik |
| Volume | 49 |
| Number | 288 |
| Bibtex Type of Publication | Itsm |
Reviews
| Citation key | Proehl.2012a |
|---|---|
| Author | Pröhl, Thorsten and Repschläger, Jonas and Erek, Koray and Zarnekow, Rüdiger |
| Pages | 6-14 |
| Year | 2012 |
| Journal | HMD - Praxis der Wirtschaftsinformatik |
| Volume | 49 |
| Number | 288 |
| Bibtex Type of Publication | Itsm |
Zusatzinformationen / Extras
Quick Access:
Schnellnavigation zur Seite über Nummerneingabe
Auxiliary Functions
Contact
Dipl.-Phys. Thorsten ProehlResearch Associate
sec. H93
Room H 9163
Strasse des 17. Juni 135
10623 Berlin/Germany
Tel.: +49-(0)30-31422519
Fax: +49-(0)30-31478702
t.proehl@tu-berlin.de
Website