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IT Service Management

[1]
IT service management framework: ITIL 2011 edition - presentation of phases and processes - referrring to Buchsein et al. 2008
Lupe [2]
© 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 [3])

Publications

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2016

Stieglitz, S., Lattemann, C., Robra-Bissantz, S., Zarnekow, R. and Brockmann, T. (2016). Gamification - Using Game Elements in Serious Contexts [11]. Springer.

Link to publication [12]

2013

Pröhl, T., Erek, K., Limbach, F. and Zarnekow, R. (2013). Topics and Applied Theories in IT Service Management [13]. Proceedings of the 46th Annual Hawaii International Conference on System Sciences [01/07-10/2013]. Computer Society Press, 1367-1375.

Link to publication [14]

Pröhl, T., Langkau, T. F., Erek, K., Kolbe, L. M. and Zarnekow, R. (2013). IT Service Management within the IS Curriculum: Comparing Two German Experiences [15]. Proceedings of the Nineteenth Americas Conference on Information Systems (AMCIS; Chicago, Illinois, August 15-17)

Link to publication [16]

2012

Pröhl, T., Repschläger, J., Erek, K. and Zarnekow, R. (2012). IT-Servicemanagement im Cloud Computing [17]. HMD - Praxis der Wirtschaftsinformatik, 6-14.

Link to publication [18]

2011

Cater-Steel, A., Zarnekow, R. and Wulf, J. (2011). IT Servide Management in the Academic Curriculum - Comparing an Australian and German Experience [19]. Proc. of 15th Pacific Asia Conference on Information Systems (PACIS 2011)

2009

Nitzschke, V. and Zarnekow, R. (2009). Herausforderung IT-Service-Management: Erfolgsfaktoren bei IT-Infrastruktur-Library-Projekten [20]. Controller Magazin, 40-43.

2008

Zarnekow, R. (2008). Einsatzfelder des Informationsmanagement [21]. Online-Lexikon der Wirtschaftsinformatik. Oldenbourg.

Zarnekow, R. (2008). Management von IT-Dienstleistungen [22]. Online-Lexikon der Wirtschaftsinformatik. Oldenbourg.

Zarnekow, R. (2008). Die neue Rolle der IT-Organisation: Herausforderungen und Lösungsansätze [23]. F.M. Financial Management eMag

Zarnekow, R. and Erek, K. (2008). Nachhaltiges IT-Servicemanagement: Grundlagen, Vorgehensmodell und Managementinstrumente [24]. HMD - Theorie und Praxis der Wirtschaftsinformatik, 7-18.

Zarnekow, R. and Nitzschke, V. (2008). Worauf es bei ITIL-Projekten ankommt [25]. ntz Fachzeitschrift für Informations- und Kommunikationstechnik, 42-43.

Fröschle, -. H. and Zarnekow, R. (2008). Wertorientiertes IT-Servicemanagement [26]. dpunkt.

Hwang, J. and Zarnekow, R. (2008). Entwurf einer SOA-basierten IT-Service-Architektur für Energieversorgungsunternehmen [27]. Multikonferenz Wirtschaftsinformatik (MKWI08)

Nitzschke, V. and Zarnekow, R. (2008). Erfolgsfaktoren bei ITIL Projekten [28]. TeleTalk, 42-43.

2007

Zarnekow, R. (2007). Produktionsmanagement von IT-Dienstleistungen [29]. Springer.

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Reviews

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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
t.proehl@tu-berlin.de [37]
Website [38]
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