The course on “Dienstleistungsmanagement” emphasizes the informational functions in the service industry, particularly the technical foundations of service management.
Integrated information systems provide a wide range of added value in service-oriented economic sectors such as trade, transport, logistics, tourism, or healthcare. Topics such as service strategies, service quality, demand forecasting and management, capacity planning and queues, ITIL, and IT service infrastructures are explored in practical exercises and case studies.
Semester: WS 2023/2024
Scope: Lecture (2 SWS) and Exercise (2 SWS) / Total 6 CP
Exam: The course includes a module examination consisting of the written examination (120 minutes) and the exercises. The module grade is composed as follows: 80% written exam, 20% exercises. Registration for the exam is done via VIPA.
Language: German
Exercise: Weekly online tests via Moodle
First lecture: 26.10.2023
Place: Thursdays from 4 pm to 5:30 pm in room 0.06 in building B4.1
Lecturer: Univ.-Prof. Dr.-Ing. Wolfgang Maass
Contact person: Dusan Dokic (d.dokic@iss.uni-saarland.de) & Maxx Richard Rahman (m.rahman@iss.uni-saarland.de)
All participants can post questions about the current lecture and exercises in the “Participant Forum” on the learning platform, which will then be discussed there.
The lecture includes the following topics:
Service strategies
Service Quality
Demand forecasting and management
Capacity planning and queues
The ITIL-Framework
IT Service infrastructure
