Information and Communication Management

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)



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


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) .


Pröhl, T., Repschläger, J., Erek, K., & Zarnekow, R. (2012). "IT-Servicemanagement im Cloud Computing" , HMD - Praxis der Wirtschaftsinformatik , 49 (288), 6-14.


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) .