EnSURE - EnBW Service Quality Improvement
The project EnSURE started in July 2009 as cooperation between the University of Karlsruhe and the EnBW AG (particularly with the EnBW subsidiary “EnBW Systeme Infrastruktur Support GmbH” (EnBW SIS)). EnBW SIS provides IT services for partners and customers of EnBW in the energy sector. These services include the conception, the realization and the working process of the IT services and infrastructures.
The project has its focus on the adaptation of the subject “quality of IT services”, which means the development of scientifically established concepts for measurement, governing and controlling of IT-service quality.
Conception and description of a quality framework for capture of quality properties of the services and processes
Development of a concept for continous checking of service quality by the use of measurements (identification of suitable measuring points and measurement methods)
Construction of a detailed variance analysis
Definition of process oriented Service Level Agreements
With the objective of
The sighted solution has to exceed current approaches of process performance management (PPM)/capturing of Key Performance Indicators (KPIs), which are mostly reactive. The early detection of potentially critical situations should allow in time counteracting.
Therefore excisting process/event monitoring solutions and a process-/service-oriented KPI-system are combined with each other into a holistic solution statement.
The scientific and EnBW-specific conception and discussion of this entire concept is the central task of the research project.