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Auflistung nach Autor:in "Leyer, Michael"

1 - 4 von 4
  • Konferenzbeitrag
    Cognition and experience of employees in digital work environments
    (WM 2019 - Wissensmanagement in digitalen Arbeitswelten: Aktuelle Ansätze und Perspektiven - Knowledge Management in Digital Workplace Environments: State of the Art and Outlook, 2020) Leyer, Michael; Strohhecker, Jürgen
    Digital work environments are changing the learning experiences for employees. We provide an explanation on how the mechanisms of cognition and experience are connected and affected. First-order learning is reduced by machines which negative effects for second-order learning of employees. The analysis is a first step towards balancing digital support and experiences.
  • Zeitschriftenartikel
    DESERV IT: A Method for Devolving Service Tasks in IT Services
    (Business & Information Systems Engineering: Vol. 63, No. 4, 2021) Baer, Florian; Sandkuhl, Kurt; Leyer, Michael; Lantow, Birger
    Nowadays, IT operations devolve many tasks in IT services to internal customers (i.e., IT self-service). The rationale for this service task devolvement is often to reduce the IT personnel’s workload. However, prior research has shown that IT operations often fail to achieve this goal. Existing methods for modeling and analyzing services fall short of supporting service providers in identifying and specifying service tasks suitable to be devolved to (internal) customers. This paper presents, therefore, the first method for devolving service tasks in IT services (DESERV IT). DESERV IT is a compound of four method components encompassing a joint meta-model, a visual notation for modeling IT services, and procedural recommendations. The DESERV IT meta-model extends the meta-model of service blueprinting by means of concepts required to analyze service task devolvement. DESERV IT is evaluated in four evaluation episodes. The results of the evaluation episodes show that DESERV IT is perceived as effective, useful, complete, and generalizable by experts in the IT service management and enterprise architecture discipline. This paper contributes to enterprise modeling by demonstrating the feasibility of DESERV IT in an example case and describing DESERV IT’s evolution during the evaluation episodes. DESERV IT supports practitioners (e.g., request fulfillment managers) in modeling and analyzing IT services.
  • Konferenzbeitrag
    Konzeption eines Prozesslabors zur Verbesserung der operativen Steuerung von Dienstleistungsprozessen
    (INFORMATIK 2010. Service Science – Neue Perspektiven für die Informatik. Band 1, 2010) Leyer, Michael; Moormann, Jürgen
    Die Performance von Dienstleistungsprozessen wird durch operative Probleme beeinflusst. Häufig entstehen diese Probleme durch die in den Leistungserstellungsprozess integrierten Kunden. Vorhandene Ansätze zur Verbesserung im Umgang mit operativen Problemen sind vor allem in Bezug auf die Berücksichtigung der Kundenintegration und der verwendeten Performanceindikatoren unzureichend. Daher wird der Aufbau und Einsatz eines Prozesslabors vorgeschlagen. Ziel des vorgestellten Prozesslabors ist es, heute bestehende Defizite bei der Auswahl der richtigen Maßnahmen zur Behebung operativer Probleme in Dienstleistungsprozessen zu verringern.
  • Zeitschriftenartikel
    Towards a Method for Designing IT Self-Services from an IT Operations perspective.
    (EMISA Forum: Vol. 38, No. 1, 2018) Bär, Florian; Sandkuhl, Kurt; Leyer, Michael