@incollection{BochenekTamm2009, author = {Bochenek, Adam and Tamm, Gerrit}, title = {Social Media Marketing Services for Mobile Applications}, series = {Wireless Communication and Information: Radio Engineering and Multimedia Applications}, booktitle = {Wireless Communication and Information: Radio Engineering and Multimedia Applications}, editor = {Sieck, J{\"u}rgen}, publisher = {Verlag Werner H{\"u}lsbusch}, address = {Boizenburg}, publisher = {SRH Berlin University of Applied Sciences}, pages = {185 -- 202}, year = {2009}, abstract = {Keine Angabe No details}, language = {en} } @incollection{WinklerSchoendienstTamm2009, author = {Winkler, Till J. and Sch{\"o}ndienst, Valentin and Tamm, Gerrit}, title = {Wireless City Berlin: solutions for a Smarter City}, series = {Wireless Communication and Information}, booktitle = {Wireless Communication and Information}, editor = {Sieck, J{\"u}rgen}, publisher = {Verlag Werner H{\"u}lsbusch}, address = {Boizenburg}, url = {http://nbn-resolving.de/urn:nbn:de:0298-opus4-6441}, publisher = {SRH Berlin University of Applied Sciences}, pages = {207 -- 220}, year = {2009}, abstract = {Cities in Europe face the challenge of combining competitiveness and sustainable urban development. Technology such as wireless communication and ubiquitous computing is playing an increasingly important role in this context, helping to co-create solutions which can make the urban space „smarter‟. The city of Berlin is launching the project „Wireless City Berlin‟ (WCB) to demonstrate the potential of such technologies in multiple application scenarios. This paper analyses the terms „smart‟ and „wireless‟ with respect to urban development and introduces a typology of wireless city initiatives. Further, it presents the main work areas of the WCB project and relates it to other wireless city initiatives in Europe.}, language = {en} } @article{GerkeTamm2009, author = {Gerke, Kerstin and Tamm, Gerrit}, title = {Qualit{\"a}tsmanagement zur Steuerung von IT-Prozessen auf der Basis von Referenzmodellen und Process Mining}, series = {HMD Praxis der Wirtschaftsinformatik}, volume = {46}, journal = {HMD Praxis der Wirtschaftsinformatik}, number = {2}, pages = {43 -- 51}, year = {2009}, abstract = {Die Qualit{\"a}t von Gesch{\"a}ftsprozessen entscheidet zunehmend {\"u}ber den wirtschaftlichen Erfolg eines Unternehmens. Die Gesch{\"a}ftsprozesse werden immer st{\"a}rker durch IT-Prozesse unterst{\"u}tzt. Der Beitrag zeigt, wie die IT-Prozesse auf der Grundlage des Referenzmodells IT Infrastructure Library (ITIL) optimiert und mithilfe von Kennzahlen und Process Mining gesteuert werden k{\"o}nnen. Hierf{\"u}r werden auf Basis der Referenzprozesse Sollprozesse bestimmt und Sollkennzahlen festgelegt. Die Istprozesse und deren Kennzahlen werden mithilfe von Process Mining ausgewertet und anschließend mit den Sollprozessen verglichen. Insgesamt k{\"o}nnen Verbesserungspotenziale identifiziert und Handlungsempfehlungen abgeleitet werden. Die Gestaltung und Steuerung ITIL-basierter Customer-Support-Prozesse werden anhand eines Praxisfalles aus einem Customer-Relationship-Management-System erprobt. Vorgehensmodell und Ergebnisse werden in diesem Beitrag vorgestellt.}, language = {de} } @inproceedings{GerkeTamm2009, author = {Gerke, Kerstin and Tamm, Gerrit}, title = {Continuous Quality Improvement of IT Processes based on Reference Models and Process Mining}, series = {15th Americas Conference on Information Systems (AMCIS'09), San Francisco}, booktitle = {15th Americas Conference on Information Systems (AMCIS'09), San Francisco}, year = {2009}, abstract = {The inherent quality of business processes increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT processes. In this contribution, we present a new approach which allows the continuous quality improvement of IT processes by the interconnection of IT Infrastructure Library (ITIL) reference model and process mining. On the basis of the reference model, to-be processes are set and key indicators are determined. As-is processes and their key indicators derived by process mining are subsequently compared to the to-be processes. This new approach enables the design and control of ITIL based customer support processes which will be trialed in a practice case of a customer relationship management (CRM) system. The procedural models, as well as its results, are introduced in this publication.}, language = {en} } @inproceedings{SchlegelTamm2009, author = {Schlegel, Martin and Tamm, Gerrit}, title = {Online Service Quality of Web-based E-Mail-Services: an Empirical Study for The German Market}, series = {42th Hawaii International Conference on System Science (HICSS-42), Hawaii}, booktitle = {42th Hawaii International Conference on System Science (HICSS-42), Hawaii}, url = {http://nbn-resolving.de/urn:nbn:de:0298-opus4-6566}, pages = {1 -- 10}, year = {2009}, abstract = {E-mail services represent an essential part of the IT landscape of enterprises. Besides in-house hosting, every company can make use of offers from specialized Application Service Providers (ASPs). Former research has shown a lack of transparency in the market for web-based services. This paper summarizes the results of a study on professional web-based e-mail services catering to the German-speaking market. This research mainly addresses following questions: What are the similarities and differences between the various services in the market? To which extent do the offered services meet a corporation's requirements? What kind of methodology can be used to analyze and to compare web-based services? And, with that in mind, do web-based e-mail-services represent a serious alternative to in-house hosting of e-mail-services? To answer these questions we compared information of selected service providers on the basis of a multi-scenario utility analysis.}, language = {en} } @inproceedings{WinklerKorolevaTamm2009, author = {Winkler, Till J. and Koroleva, Ksenia and Tamm, Gerrit}, title = {Wireless City Initiatives in Europe: towards a Service-Oriented Approach}, series = {2009 Conference on Techniques and Applications for Mobile Commerce, M{\´e}rida (Spain)}, booktitle = {2009 Conference on Techniques and Applications for Mobile Commerce, M{\´e}rida (Spain)}, pages = {36 -- 47}, year = {2009}, abstract = {The application of wireless technologies in urban areas is at the beginning of a transformation. While municipalities worldwide have invested in deploying wireless access infrastructures, the services which build up on these and add value for individuals and organizations are still at their early stage. Especially for European municipalities there is still a looming potential. This paper explores the current status of municipal wireless adoption in Europe based on the analysis of 25 initiatives in European metropolitan areas and derives a setup approach for wireless city initiatives which focuses on the definition and evaluation of innovative services. The approach includes overall design requirements, a generic stakeholder analysis as well as clusters for innovative wireless services and is illustrated by a case example of an ongoing wireless city project in Germany.}, language = {en} }