TY - CHAP A1 - Gerke, Kerstin A1 - Tamm, Gerrit T1 - Continuous Quality Improvement of IT Processes based on Reference Models and Process Mining T2 - 15th Americas Conference on Information Systems (AMCIS'09), San Francisco N2 - 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. KW - Quality Improvement KW - IT Processes KW - Process Mining Y1 - 2009 N1 - Online: https://www.researchgate.net/publication/220893289_Continuous_Quality_Improvement_of_IT_Processes_based_on_Reference_Models_and_Process_Mining ER - TY - CHAP A1 - Schlegel, Martin A1 - Tamm, Gerrit T1 - Online Service Quality of Web-based E-Mail-Services: an Empirical Study for The German Market T2 - 42th Hawaii International Conference on System Science (HICSS-42), Hawaii N2 - 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. KW - Online Service Quality KW - Web-Based E-Mail-Services KW - Empirical Study KW - Germany Y1 - 2009 U6 - http://nbn-resolving.de/urn/resolver.pl?urn:nbn:de:0298-opus4-6566 SP - 1 EP - 10 ER - TY - CHAP A1 - Winkler, Till J. A1 - Koroleva, Ksenia A1 - Tamm, Gerrit T1 - Wireless City Initiatives in Europe: towards a Service-Oriented Approach T2 - 2009 Conference on Techniques and Applications for Mobile Commerce, Mérida (Spain) N2 - 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. KW - Wireless City KW - Europe Y1 - 2009 N1 - Online: https://www.researchgate.net/publication/221093811_Wireless_City_Initiatives_in_Europe_-_Towards_a_Service-Oriented_Approach SP - 36 EP - 47 ER - TY - JOUR A1 - Stantchev, Vladimir A1 - Colomo-Palacios, Ricardo A1 - Soto Acosta, Pedro A1 - Misra, Sanjay T1 - Learning management systems and cloud file hosting services: a study on students’ acceptance JF - Computers in Human Behavior N2 - The aim of this paper is to investigate the motivations that lead higher education students to replace several Learning Management Systems (LMS) services with cloud file hosting services for information sharing and collaboration among them. The research approach is based on the Technology Acceptance Model (TAM). More specifically, the model is devoted to identifying barriers and enablers to the acceptance of these technologies. A questionnaire comprising three factors (Attitude toward using technology, Perceived ease of use and Perceived usefulness) was applied to a sample consisting of 121 higher education students. Results show that the perceived ease of use of cloud file hosting services is above that of LMS tools and services and that cloud file hosting services presented higher levels of perceived usefulness than standard learning management tools. In addition, attitude toward using cloud file hosting services is well above that of using LMS tools. KW - Learning Management Systems KW - Technology Acceptance Model KW - Attitude toward using Technology KW - Perceived Ease of Use KW - Perceived Usefulness Y1 - 2014 N1 - Online: https://www.researchgate.net/publication/261959989_Learning_management_systems_and_cloud_file_hosting_services_A_study_on_students'_acceptance VL - 31 SP - 612 EP - 619 ER - TY - CHAP A1 - Hamann, Lisa A1 - Tamm, Gerrit A1 - Kämpfer, Sascha T1 - Analysis and comparison of existing maturity models for business processes T2 - IADIS e-Society 2013 Conference, Lisbon N2 - The continuous optimization of business processes is becoming an increasingly important factor for a company’s long-term success. Maturity models for business processes aim at maintaining a distinct quality of processes and help to determine the maturity level of the processes and the company’s maturity. Previous research has shown the lack of transparency and standardization for maturity models. In particular, existing maturity models were not scientifically compared and evaluated among themselves. Uncertainty and unawareness in selection and application of adequate maturity models can be observed in applied science and practice. The aim of the scientific work was to evaluate existing business process maturity models in terms of strengths and weaknesses in order to provide a comprehensive and reliable knowledge-based on specific evaluation criteria setting. The conclusions have been used to take advantage of one of the pre-chosen models to measure the maturity of a business process. The examined models were CMMI, BPMM-OMG, PEMM and EDEN. The applied methodology consists of literature research, empirical findings and practical application. The empirical findings comprise a purpose-made questionnaire and an outcome weighted in terms of importance and / or appliance. A particular challenge of the research was to compare the different maturity models based on their criteria, scales and general scope. KW - Business Process Management (BPM) KW - Business Process Maturity Model (BPMM) KW - Capability Maturity Model Integration (CMMI) KW - European Foundation for Quality Management (EFQM) KW - Process and Enterprise Maturity Model (PEMM) Y1 - 2013 N1 - Online: http://www.cse.dmu.ac.uk/~fsiewe/papers/faisal_siewe_esociety_2013.pdf ER - TY - BOOK A1 - Tamm, Gerrit A1 - Tribowski, Christoph T1 - RFID N2 - RFID bietet Unternehmen eine Vielzahl von Vorteilen im Bereich der Automatisierung und Prozesstransparenz. Gleichzeitig stellt die Technologie die Unternehmen vor technische, organisatorische, ökonomische, rechtliche und sozioökonomische Herausforderungen. In diesem Buch werden die grundlegenden Funktionen der RFID-Technologie und Lösungskonzepte zur Integration in die betrieblichen Informationssysteme vorgestellt. Insbesondere die Standards des Internet der Dinge' werden maßgeblich den Erfolg der RFID-Technologie beeinflussen. Für die RFID-Einführung in Unternehmen wird in diesem Buch ein methodisch fundiertes Vorgehensmodell präsentiert. Die während des Vorgehensmodells eingesetzten Entscheidungsmethoden zur Potential- und Wirtschaftlichkeitsanalyse werden ausführlich beschrieben und es wird auf unterstützende Softwarewerkzeuge verwiesen. T3 - Informatik im Fokus - 0 KW - RFID Y1 - 2010 SN - 978-3-642-11459-5 N1 - Buch verfügbar in der Bibliothek der Berlin School of Management and Technology, Signatur ST177 1. Book available in the library of Berlin School of Management and Technology, shelf mark ST177 1. PB - Springer CY - Berlin ER - TY - BOOK A1 - Tamm, Gerrit A1 - Günther, Oliver T1 - Webbasierte Dienste: Technologien, Märkte und Geschäftsmodelle N2 - Dienstbasierte Architekturen bilden zunehmend eine attraktive Ergänzung zu den klassischen Geschäftsmodellen der Softwarenutzung. Das Buch erläutert die für webbasierte Dienste relevanten technischen und ökonomischen Konzepte. Anschließend werden unter Zuhilfenahme von empirischen Analysen und Experimenten aktuelle Markttrends und Marktprozesse beschrieben. Dabei gehen die Autoren auch auf die aus dem Konsumgüterbereich bekannten Vertrauensprobleme und Informationsasymmetrien ein und erörtern deren Konsequenzen für den Entwurf von erfolgreichen Geschäftsmodellen und Märkten. Einschlägige Fallstudien ergänzen die Darstellung. KW - Anwendungsdienstanbieter KW - Kosten-Nutzen-Analyse KW - Marktentwicklung KW - Transaktionskostenansatz KW - Nachfrageermittlung Y1 - 2005 SN - 3-7908-1566-7 N1 - Buch verfügbar in der Bibliothek der SRH Hochschule Berlin, Signatur QP650 33. Book available in the library of SRH Hochschule Berlin, shelf mark QP650 33. PB - Physica-Verlag CY - Heidelberg ER - TY - CHAP A1 - Ibach, Peter A1 - Tamm, Gerrit A1 - Horbank, Matthias T1 - Dynamic Value Webs in Mobile Environments Using Adaptive Location-Based Services T2 - 38th Hawaii International Conference on System Sciences (HICSS-38 2005), Hawaii N2 - Web Services appear promising to facilitate interoperability and enable Dynamic Value Webs - the on-demand aggregation of services even across enterprise boundaries. However, past experiences have shown interoperability limitations in practice mainly due to information asymmetries on the Web Services markets. This Paper describes a service-oriented architecture for building Dynamic Value Webs in mobile environments using adaptive Location-Based Services. Our concept addresses the following three predominant difficulties: (1) service adaptivity to changing conditions in mobile environments, (2) interoperability including higher levels of semantics, and (3) assuring trustworthiness to all affected parties. KW - Dynamic Value Webs KW - Mobile Environment Y1 - 2005 N1 - Online: https://www.researchgate.net/publication/221181318_Dynamic_Value_Webs_in_Mobile_Environments_Using_Adaptive_Location-Based_Services ER - TY - CHAP A1 - Hochstein, Axel A1 - Tamm, Gerrit A1 - Brenner, Walter T1 - Service-oriented IT-Management: benefit, Cost and Success Factors T2 - 13th European Conference on Information Systems (ECIS 2005), Regensburg N2 - Due to an enhanced customer focus in the planning, development and delivery of IT services, service-oriented IT management has become increasingly important. This paper investigates to what effect service-oriented IT management has already been put into place in European companies. Benefit and cost categories of integrating service-oriented principles into IT management processes are analyzed. Additionally success factors for implementing serviceoriented IT management are investigated. For this purpose, six case studies were conducted. The situation of IT management before and after implementation was analyzed and comments are made on the corresponding transformation projects. Based on the case studies, this paper shows three typical benefit categories of service-oriented IT management. Eight cost categories for implementing and operating service-oriented IT management processes are discussed and six success factors of pertinent re-organization projects are identified. Findings can serve as guidelines for other IT organizations and can be used as enabler for getting informed decisions regarding the initiation of service-oriented IT management. Finally, the article highlights four current trends for service-oriented IT management and further research is outlined. KW - Service-oriented IT-Management: Y1 - 2005 N1 - Online: https://www.researchgate.net/publication/221408065_Service-Oriented_IT_Management_Benefit_Cost_and_Success_Factors ER - TY - CHAP A1 - Tamm, Gerrit A1 - Zarnekow, Rüdiger T1 - Umsetzung eines ITIL-konformen IT-Service-Support auf der Grundlage von Web-Services T2 - 7. Internationale Tagung Wirtschaftsinformatik, Bamberg N2 - Die Umsetzung von IT-Service-Support-Prozessen auf der Basis des Referenzmodells IT Infrastructure Library (ITIL) geschieht in vielen Unternehmen derzeit mit hoher Priorität. Obwohl zur Unterstützung der Support-Prozesse eine Vielzahl von Softwarelösungen zur Verfügung stehen, basieren diese heute nicht auf Service-orientierten-Architekturen. Die Vorteile einer Service-orientierten-Architektur werden daher im Rahmen des IT-Service-Supports nicht genutzt. Der Beitrag zeigt am Beispiel eines zentralen ITIL-Support-Prozesses, dem Incident-Management, wie dieser technisch auf der Basis von Web-Services umgesetzt werden kann. Die Grundlage bilden sechs Fallstudien, in denen die Gestaltung ITIL-basierter Support-Prozesse untersucht wurde. Aufbauend auf den Fallstudien wird ein generischer Incident-Management-Prozess definiert und mit Hilfe von Web-Services umgesetzt. Dabei kommen sowohl atomare als auch aggregierte Web-Services zum Einsatz. Für ein konkretes Service-Anliegen wird der Prozessablauf grafisch beschrieben. Die Umsetzung erfolgt exemplarisch unter Zuhilfenahme der Web Services Description Language (WSDL). KW - ITIL KW - IT-Service-Support KW - Web-Services Y1 - 2005 N1 - Online: https://www.researchgate.net/publication/44938227_Umsetzung_eines_ITIL-konformen_IT-Service-Support_auf_der_Grundlage_von_Web-Services ER -