The IT Infrastructure Library (ITIL) describes, among other things, the fundamental processes for operating an IT infrastructure with applications. In many places, these processes require targeted communication between the client and the service provider so that the processes can be carried out properly within defined periods of time. The task of the Diplom thesis is to support and control this communication through a service portal and thus to ensure and measure the implementation and quality of the ITIL processes. In the first phase, the communication types and requirements from the processes of the standard that are important for operation are recorded in the form of a running operation for real customers. In the second phase, after the selection of suitable services and tools, such as a ticket system or comprehensive calendars, a prototype service portal is created in which the communication processes are reflected and significantly supported.

If you are interested, please contact Prof Dr Jorge Marx Gómez.