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Dienstleistungsmanagement

Wintersemester 2021/2022

General Information

  • Semester: WS 2021/2022
  • 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 assessment of the online tests. The module grade is composed as follows: 80% written exam, 20% online tests. Registration for the exam is done via VIPA.
  • Language of the course: Lecture in German, slides in English
  • Exercise: Independent work on online tests each week.
  • First lecture: 18. October 2021
  • Place: Online via Moodle (independent studying with lecture videos)
  • Lecturer: Univ.-Prof. Dr.-Ing. Wolfgang Maass
  • 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.

Content

Lecture

Integrated information systems offer a wide range of added value in service-oriented economic sectors such as trade, transport, logistics, tourism or healthcare. In addition to the information functions in the service domain, the DLM event looks in particular at the technical foundations of service management. Topics such as service strategies, service quality, demand forecasting and management, capacity planning and queuing, ITIL and IT service infrastructures are covered in depth in practical exercises and case studies.

The lecture includes the following 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