Service Management and Information Systems (DLM12/13), Bachelor

Semester: WS 2012/2013
Study Courses: Wirtschaftsinformatik Bachelor (PO 2009, PO 2002)
Credit Points: 4 SWS/6 ECTS
Contact person: Andreas Filler


  • Topics:
    • 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
  • Case Study
  • Guest Lectures

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 and presence dates each time on Wednesday from 10:15 to 11:45 for invited talks and question sessions.
  • The material for the online lectures will be provided every Wednesday at 14:00.
  • The students will listen to the online lectures and work through it at home.
  • All participants are invited to ask questions on the current online lecture in the "Teilnehmerforum" at our learning plattform; Deadline: Sunday at 22:00 in the respective week.
  • The questions will be answered in the Q&D Sessions.
  • Depending on the number of questions, appointments will be set every second week on demand; all participants will be informed about this at the learning plattform. The current dates for the next Q&D Sessions can also be found on this page.


The exercise concept in DLM covers a combination of input sessions, web-based tests and a case study. The exercises start in the 3rd lecture week. The first 5 exercises will be web-based tests, the next 6 exercises will be the case study.

Classical exercises: KW44, KW45, KW46, KW47, KW49

Case study: KW50, KW51, KW02, KW03, KW04, KW05


Please register here for the lecture including the exercise. The window for registration will be open from 1st of October until 31st of October, 2012. The number of participants will be limited.

Registration for the lecture in the ISS learning plattform

Start and end of lecture

  • Start of lecture: 17.10.2012
  • End of lecture: 30.01.2013
  • Start of exercise: 31.10.2012
  • End of exercise: 23.01.2013

Commited invited talks:

  • 19.12.2012: Sebastian Brüser by Emmas Enkel (Sector: retail)
  • 16.01.2013: Klaus Erfort by GästeHaus Klaus Erfort (3-star - Sector: restaurant and hotel business)
  • 23.01.2013: Thomas Ochs by Villeroy & Boch (Sector: manufacturing industry)

Currently planned Q&D Sessions:

  • 24.10.2012


The lecture covers a module exam consisting of a test (120 minutes) and the evaluation of the exercise, prepared by oneself or in groups. The module grade is composed as follows: 80% test, 20% exercise. 7 appointments are declared as exercises where all participants have to be present. When a participant misses more than 2 presence exercise without submitting a medical certificate, the exercise was failed and will be reviewed by 5.0. Medical certificates have to be yielded to the secretary of chair ISS.