Service Management (DLM 19/20), Bachelor

Semester: WS 2019/2020
Study Courses: Wirtschaftsinformatik Bachelor, Betriebswirtschaftslehre Bachelor, Wirtschaft und Recht Bachelor
Credit Points: 6 CP
Contact person: Hannah Stein


Integrated information systems offer added value to the service industry e.g. trade, transportation, logistics, tourism or healthcare. The course „Service Management and Information Systems“ examines the information function in service industries and the technical foundations of service management. Topics like service strategies, service quality, demand forecast and management, capacity planning and waiting queues, ITIL as well as IT service infrastructure will be discussed in detail during lecture and deepened in case studies within the exercises.

Dates and Rooms


References will be listed in the slide set of each lecture. The basic literature of the whole lecture covers the following books:

  • Fitzsimmons, J. A. & Fitzsimmons, M. J.: Service Management - Operations, Strategy, Information Technology; McGraw - Hill, 2011.
  • Maglio, P. P., Kieliszewski, C. A., Spohrer, J. C. (eds.): Handbook of Service Science (Service Science: Research and Innovations in the Service Economy), Springer, 2010.
  • Bryson, J. R.; Daniels, P. W. & Warf, B.: Service Worlds: People, Organizations, Technologies; Routledge, London, 2004.


General information

  • Composition of lecture: lecture (2 SWS) and exercise (2 SWS)
  • Language of lecture: German (slides in English)


  • The lecture consists of online lectures.
  • Students will listen to online lectures and studying them at home.
  • All participants are invited to ask questions about the current online lecture in the "Teilnehmerforum" at our learning platform; they will be discussed there.


The exercise concept in DLM covers online exercises.


Please register here for the lecture including the exercise. The registration will be open until end of November 2019.

Registration for the lecture in the ISS learning platform


The lecture covers a module exam consisting of an exam (120 minutes) and the evaluation of the exercise, prepared by oneself or in groups. The module grade is composed as follows: 80% exam, 20% exercise.