Jochen Wulf

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This paper conceptualizes IT service management (ITSM) capability, a key competence of today's IT provider organizations, and presents a survey instrument to facilitate the measurement of an ITSM capability for research and practice. Based on the review of four existing ITSM maturity models (CMMI-SVC, COBIT 4.1, SPICE, ITIL v3), we first develop a(More)
While consumer centricity has been extensively discussed as a concept of organizational transformation in the marketing domain, there is little research on its operationalization as a characteristic of information systems and associated antecedents. We review the marketing literature to understand generic organizational objectives of consumer centricity(More)
Prior research has revealed that succeeding in application services outsourcing (ASO) is more complex than the outsourcing of other information technology (IT) functions. This complexity results from the closeness to business processes and lower degree in the standardisation of ASO. The present research endeavour explored the relationship between specific(More)
Mutual effects between fixed and mobile broadband technologies remain up to this date largely unexplored. The few studies on this subject produce partially contradictory results. Diffusion oriented analysis approaches focused on cross-product effects on growth. Mutual effects on the market potential level have not been studied. In this article we develop(More)