direkt zum Inhalt springen

direkt zum Hauptnavigationsmenü

Sie sind hier

TU Berlin

Page Content

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

Gamification - Using Game Elements in Serious Contexts
Citation key Zarnekow.2016a
Author Stieglitz, Stefan and Lattemann, Christoph and Robra-Bissantz, Susanne and Zarnekow, Rüdiger and Brockmann, Tobias
Year 2016
Address Berlin
Publisher Springer
Bibtex Type of Publication Itsm
Link to publication Download Bibtex entry

Reviews

Gamification - Using Game Elements in Serious Contexts
Citation key Zarnekow.2016a
Author Stieglitz, Stefan and Lattemann, Christoph and Robra-Bissantz, Susanne and Zarnekow, Rüdiger and Brockmann, Tobias
Year 2016
Address Berlin
Publisher Springer
Bibtex Type of Publication Itsm
Link to publication Download Bibtex entry

Zusatzinformationen / Extras

Quick Access:

Schnellnavigation zur Seite über Nummerneingabe

Auxiliary Functions

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

Website