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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
- © 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)