IT Service Management
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., &
Brockmann,
T.
(2016).
Gamification - Using Game Elements in Serious Contexts
.
Berlin
:
Springer.
2013
Pröhl,
T.,
Erek,
K.,
Limbach,
F., &
Zarnekow,
R.
(2013).
"Topics and Applied Theories in IT Service Management"
in Proceedings of the 46th Annual Hawaii International Conference on System Sciences [01/07-10/2013]
,
Computer Society Press
1367-1375.
Pröhl,
T.,
Langkau,
T. F.,
Erek,
K.,
Kolbe,
L. M., &
Zarnekow,
R.
(2013).
"IT Service Management within the IS Curriculum: Comparing Two German Experiences"
in Proceedings of the Nineteenth Americas Conference on Information Systems (AMCIS; Chicago, Illinois, August 15-17)
.
2012
Pröhl,
T.,
Repschläger,
J.,
Erek,
K., &
Zarnekow,
R.
(2012).
"IT-Servicemanagement im Cloud Computing"
,
HMD - Praxis der Wirtschaftsinformatik
,
49
(288),
6-14.
2011
Cater-Steel,
A.,
Zarnekow,
R., &
Wulf,
J.
(2011).
"IT Servide Management in the Academic Curriculum - Comparing an Australian and German Experience"
in Proc. of 15th Pacific Asia Conference on Information Systems (PACIS 2011)
.