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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

B

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.


Bravo-Sanchez, C., Gebauer, H., Zarnekow, R. and Brenner, W. (2005). Produkte aus der IT-Fabrik. io new management - Zeitschrift für Unternehmenswissenschaften und Führungspraxis, 14-18.


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.


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


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


C

Cater-Steel, A., Zarnekow, R. and Wulf, J. (2011). IT Servide Management in the Academic Curriculum - Comparing an Australian and German Experience. Proc. of 15th Pacific Asia Conference on Information Systems (PACIS 2011)


F

Fröschle, -. H. and Zarnekow, R. (2008). Wertorientiertes IT-Servicemanagement. dpunkt.


H

Hochstein, A. and Zarnekow, R. (2004). Managing IT Service Quality as Perceived by the Customer: The Service-oriented IT Servqual. 15th Biennial Conference of the International Telecommunications Society (ITS04)


Hochstein, A., Zarnekow, R. and Brenner, W. (2005). Evaluation of Service-oriented IT Management in Practice. 2nd IEEE Conference on Service Systems and Service Management (ICSSSM05)


Hochstein, A., Zarnekow, R. and Brenner, W. (2005). ITIL as Common Practice Reference Model for IT Service Management: Formal Assessment and Implications for Practice. IEEE International Conference on E-Technology, E-Commerce and E-Service (EEE-05)


Hochstein, A., Zarnekow, R. and Brenner, W. (2004). Serviceorientiertes IT-Management nach ITIL: Möglichkeiten und Grenzen. HMD - Theorie und Praxis der Wirtschaftsinformatik, 68-76.


Hochstein, A., Zarnekow, R. and Brenner, W. (2004). ITIL als Common-Practice-Referenzmodell für das IT-Service-Management: Formale Beurteilung und Implikationen für die Praxis. Wirtschaftsinformatik, 382-389.


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.


Hwang, J. and Zarnekow, R. (2008). Entwurf einer SOA-basierten IT-Service-Architektur für Energieversorgungsunternehmen. Multikonferenz Wirtschaftsinformatik (MKWI08)


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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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