Service Management (DLM11/12), Bachelor

Semester: WS 2011/2012
Study Courses: Wirtschaftsinformatik
Credit Points: 4 SWS/6 CP
Contact person: Andreas Filler


  • Service Strategy
  • New Service Development
  • Service Quality
  • Supporting Facility
  • Forecasting Demand for Services
  • Managing Demand
  • Managing Capacity
  • Managing Queues
  • Capacity Planning and Queuing Models
  • Services and Information Systems
  • ITIL Service Design
  • IT Service Infrastructures


Slides will be provided here before each lecture.

  1. Introduction (slides)
  2. Service Strategy (slides)
  3. New Service Development (slides)
  4. Service Quality (slides)
  5. Supporting Facility (slides)
  6. Forecasting Demand for Services (slides)
  7. Managing Demand (slides)
  8. Managing Capacity (slides)
  9. Managing Queues (slides)
  10. Capacity Planning and Queuing Models (slides)
  11. Services and Information Systems (slides)
  12. ITIL Service Design (slides)
  13. IT Service Infrastructures (slides)
  14. Summary and Outlook (slides)


  1. Practice 1 - KW 43 (Practice sheet 1)
  2. Practice 2 - KW 45 (Paper Chase & Hayes), (Practice sheet 2)
  3. Practice 3 - KW 47 (Practice sheet 3 slides), (Practice sheet 3)
  4. Practice 4 - KW 49 (Practice sheet 4 slides), (Practice sheet 4)
  5. Practice 5 + Case Study Kick-Off - KW 51 (Practice sheet 5 slides), (Solution Practice sheet 5), (Practice sheet 5)
  6. Case Study - Telco - 12.01
  7. Case Study - Presentation - 16.03.

Dates and Rooms


Jeder Foliensatz enthält eine Literaturliste. Zur Basisliteratur gehören folgende Publikationen: / There is a list of literature at the end of the slides for each lecture. Basic literature in general:

  • 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.


  • "Service Management and Information Systems" comprises a lecture (2 SWS) and practices (2 SWS).
  • Language: German, partly English

Rules for the practice

The practice comprises 5 practice courses as well as a case study (2 practice courses). The first course takes place on October 27th, 2011. The practice sheets will be provided on this web site before each practice course. The practices will be supervised by Simone Orth. A maximum of 20 points can be achieved with these practice sheets (need to be handed in on time). These are added to the points reached in the exam. A maximum of 2 points can be achieved in each of the practice sheets 1-5. A maximum of 10 points can be achieved in the case study. In order to be able to achieve the points, the exercise sheets need to be handed in on time with the supervisors. The deadlines are mentioned on the practice sheets.

Rules for registration

The number of participants for the practice is limited to 84 persona. Please register for the practice by sending an email containing your name, your email address and your matriculation number to Registration for the exam is via VIPA.

Begin and end of lecture and practice

  • Begin of lecture: Calendar week 42, October 20th, 2011. Thursdays 8-10am, room 024, building B4 1
  • Begin of practice: Calendar week 43, October 27th, 2011. Thursdays 2-4pm 27.10.2011, room 024, building B4 1
  • Ende von VL und Übung: KW 6

Rules for the exam

The exam will take 120 minutes, a maximum of 100 points can be achieved. 20 points can be achieved with the work on the practice sheets. A maximum of 120 points can be achieved in total (grade 1.0).

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