Digitalization challenges the traditional role and places new demands on the corporate IT/IS functions. Traditionally, the IT/IS function is expected to provide a reliable and secure infrastructure in support of business operations. The approach of choice for achieving this is IT Service Management (ITSM). This approach promises to focus on the support needs of the business organization while releasing it from technical issues. This is to be achieved by introducing so-called IT services that address specific information processing and communication needs of the organisation. Unfortunately, researchers have paid little attention to IT operations management in general and ITSM in particular. Therefore, the concept of an IT service has remained vague to the present day with little substantial guidance on how to identify and specify IT services available.

Selected publications

• Remfert, C.: Das IT-Service-Konzept - Rekonstruktion, Validierung und Implikationen für die IT-Organisation im Digitalzeitalter. Universitätsdissertation, Universität Münster. Münster 2023.
• Teubner A.; Remfert C.: Giving IT Services a Theoretical Backing. In: Yamamoto S. (eds) Human Interface and the Management of Information: Information, Knowledge and Interaction Design. HIMI 2017. Lecture Notes in Computer Science Vol 10273, Cham (Springer) 2017, pp. 448-468.
• Remfert C.: Developing a Common Understanding of IT Services – The Case of a German University. In: Yamamoto S. (ed.): Human Interface and the Management of Information: Information, Knowledge and Interaction Design. HIMI 2017. Lecture Notes in Computer Science, vol 10273. Cham (Springer) 2017.
• Teubner, R.; Remfert, C.: Eine Fallstudie zur Einführung des IT-Servicemanagement in einer Lehr- und Forschungseinrichtung. In: Becker, J. et al. (eds.): Arbeitsberichte des Instituts für Wirtschaftsinformatik, Nr. 139. Münster 2016. (60 pp.)
• Remfert, C.; Teubner, R. A.: Bringing IT services to life — Insights into the challenges of IT service identification. In Proceedings of the CENTERIS- Conference on ENTERprise Information Systems, Vilamoura/Algarve, Portugal.
• Teubner, A.; Remfert, C.: IT Service Management: Specification of IT Services. Die Fallstudie aus der Wirtschaftsinformatik. WISU — Das Wirtschaftsstudium, 44(2015)6, pp. 698–699.
• Teubner, A.; Remfert, C.: Shared Service Centre and IT Service Management. Die Fallstudie aus der Wirtschaftsinformatik. In: WISU - Das Wirtschaftsstudium 43(2014)5, pp. 653-654.
• Teubner, R. A.: IT-Service Management in Wissenschaft und Praxis. Best Practice in der akademischen Diskussion und industriellen Umsetzung. Saarbrücken (VDM Verlag) 2008.