Winter Semester 2023/2024


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