http://dl.gi.de/handle/20.500.12116/19086 2026-07-22T22:37:52Z 2026-07-22T22:37:52Z Gerke, Kerstin Petruch, Konstantin Tamm, Gerrit http://dl.gi.de/handle/20.500.12116/19109 2019-01-11T10:04:59Z 2010-01-01T00:00:00Z

Optimization of service delivery through continual process improvement: A case study Gerke, Kerstin; Petruch, Konstantin; Tamm, Gerrit Abramowicz, Witold; Alt, Rainer; Fähnrich, Klaus-Peter; Franczyk, Bogdan; Maciaszek, Leszek A. In order to deliver services of high quality in a cost-effective manner, processes and their support through information technology (IT) play an increasingly significant role. We present an approach, which allows optimizing the service delivery through continual process improvement. This approach combines the 7-step improvement process recommended by ITIL with process mining. On the basis of suggestions derived from process mining, performance indicators of different services are determined and subsequently compared as part of an internal benchmark. The approach, which will be trialed in practice, enables the optimization of service delivery certainly, but it is also concerned with the most effective utilization of limited resources in terms of people and tools.

2010-01-01T00:00:00Z Martignoni, Robert Stimmer, Jörg http://dl.gi.de/handle/20.500.12116/19108 2019-01-11T10:04:59Z 2010-01-01T00:00:00Z

Can tweets, pokes and wikis improve global software services? Martignoni, Robert; Stimmer, Jörg Abramowicz, Witold; Alt, Rainer; Fähnrich, Klaus-Peter; Franczyk, Bogdan; Maciaszek, Leszek A. Social media sites are driving the development of the Internet. A detailed analysis of social media sites on a category level, revealed four key mechanisms. These are social context, content relevance, ease-of-use, and centralization of functions. The management of Global Software Services is increasingly supported by tools along the service life-cycle. It is argued these tools could be improved by systematically addressing the four key mechanisms. The implementation of these key areas is described and discussed in detail. The advantages and disadvantages are elaborated. The result of this contribution is that tools for GSS could significantly benefit from embedding socio-semantic elements.

2010-01-01T00:00:00Z Spillner, Josef Kursawe, Ronny Schill, Alexander http://dl.gi.de/handle/20.500.12116/19110 2019-01-11T10:04:59Z 2010-01-01T00:00:00Z

Case study on extending Internet of services techniques to real-world services Spillner, Josef; Kursawe, Ronny; Schill, Alexander Abramowicz, Witold; Alt, Rainer; Fähnrich, Klaus-Peter; Franczyk, Bogdan; Maciaszek, Leszek A. The Internet of Services promotes distributable, composable and tradeable services as first-class entities. Such services are assumed to encompass the full range from electronic web services to conventional business services. However, research and development of service models and platforms to realise the Internet of Services vision has largely been concentrating on pure technical services. In this case study, we have applied modelling and registration techniques to existing business services with none or few technical components. We outline the results of suitability and acceptance aspects and include an evaluation of the new Unified Service Description Language (USDL) compared to the Web Services Modelling Language (WSML) in the context of real-world service representation.

2010-01-01T00:00:00Z Pfitzinger, Bernd Bley, Holger Jestädt, Thomas http://dl.gi.de/handle/20.500.12116/19106 2019-01-11T10:04:58Z 2010-01-01T00:00:00Z

Service catalogue and service sourcing Pfitzinger, Bernd; Bley, Holger; Jestädt, Thomas Abramowicz, Witold; Alt, Rainer; Fähnrich, Klaus-Peter; Franczyk, Bogdan; Maciaszek, Leszek A. Service management organizations and processes increasingly become standardized and even certified according to ISO/IEC 20000-1, creating detailed knowledge of the IT services rendered. The description of the services in a service catalogue needs to be enhanced beyond the components of IT services to include all contributing organizational units and business processes. An integrated model of the service catalogue is developed, visualized in a novel way and exemplarily applied to a large service provider. Finally, its usage for balanced sourcing decisions is discussed.

2010-01-01T00:00:00Z