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Business and IT Service Management

Business and IT Service Management
type: Vorlesung (V)
semester: WS 16/17
time: 2016-10-18
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau


2016-10-25
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2016-11-08
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2016-11-15
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2016-11-22
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2016-11-29
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2016-12-06
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2016-12-08
17:30 - 19:30 täglich
11.40 Johann-Gottfried-Tulla-Hörsaal 11.40 Kollegiengebäude am Ehrenhof

2016-12-09
09:45 - 11:15 täglich
50.41 Raum -134 (UG) 50.41 Allgemeines Verfügungsgebäude (AVG) mit Rundbau

2016-12-13
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2016-12-20
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2017-01-10
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2017-01-17
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2017-01-24
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2017-01-31
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau

2017-01-31
15:45 - 17:15 täglich
10.91 Grashof-Hörsaal 10.91 Maschinenbau, Altes Maschinenbaugebäude

2017-02-07
15:45 - 17:15 wöchentlich
10.11 Sitzungssaal Hauptgebäude (R223) 10.11 Verwaltungsgebäude, Hauptbau


lecturer: Dr. Gerhard Satzger
sws: 2
lv-no.: <a target="lvn" href="https://campus.studium.kit.edu/events/S7Mn4ClN6kCf9Kysafw4zQ">2595484</a>
DescriptionThe rapid development of information and communication technology transforms many enterprises towards service-oriented structures: with new digital services, new business models and SOA-based process structures within larger service networks. Thus, strategic and operative management of service-oriented enterprises increasingly gains importance. In this course, we want to systematically acquire relevant know-how and apply this to real word examples. Particular focus will be on the interdependence of business, IT and legal aspects.


The course will be taught in English. It should provide ample opportunity for active participation of students. The course will integrate presentations of experts from business practice as well as a comprehensive case study ('en bloc' for 1 day) in which students will actively work on the strategic service-oriented shift of an enterprise.

Bibliography

Fitzsimmons J./Fitzsimmons, M., Service Management, Operations, Strategy and Information Technology, 6. ed., 2007

Maister, David H., Managing The Professional Service Firm, 1997

Teboul, J. , Service is Front Stage: Positioning services for value advantage, 2006

Grönroos, Service Management and Marketing, 2007

Content of teaching

The rapid development of information and communication technology transforms many enterprises towards service-oriented structures: with new digital services, new business models and process structures within larger service networks. Thus, strategic and operative management of service-oriented enterprises increasingly gains importance. In this course, we want to systematically acquire relevant know-how and apply this to real word examples. Particular focus will be on the interdependence of business, IT and legal aspects.

The course will be taught in English. It should provide ample opportunity for active participation of students. The course will integrate presentations of experts from business practice as well as a comprehensive case study ("en bloc" for 1 day) in which students will actively work on the strategic service-oriented shift of an enterprise.

EntryrequirementsNone.
Annotation

The credits have been changed from 5 to 4,5.

Workload

The total workload for this course is approximately 135 hours. For further information see German version.

Aim

Students understand the importance of "servitization" for organizations, the challenges for the management of service-oriented enterprises and the interdependence of business and IT services.

Students learn standard concepts and methods of service-oriented management and are able to apply them in practical case studies.

Student get familiar with current research and tools and are able to critically evaluate them.

Students practice to communicate in English and to work on solutions in teams.

Exam description

The assessment of this course is a written examination (60 min.) (following §4(2), 1 SPO) and by submitting written papers as part of the exercise (following §4(2), 3 SPO).