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

2016

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

Link to publication

2013

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

Link to publication

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. Proceedings of the Nineteenth Americas Conference on Information Systems (AMCIS; Chicago, Illinois, August 15-17)

Link to publication

2012

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

Link to publication

2011

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)


2009

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


2008

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


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


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


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


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


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


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


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


2007

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


Reviews

Zusatzinformationen / Extras

Quick Access:

Schnellnavigation zur Seite über Nummerneingabe

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