A Requirements Engineering Process for User Centered IT Services – Gathering Service Requirements for the University of the Future

  • Dominik RudolphEmail author
  • Anne Thoring
  • Christian Remfert
  • Raimund Vogl
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 10290)


The process of digitalization challenges universities worldwide, in particular the universities’ IT. Using ITIL and the ITSM-focused application of software requirements engineering as a basis, qualitative interviews with students were conducted to gather information on service requirements. Three service categories clearly dominate the students’ wishes for IT support: study organization, online literature and software provision. As regards the study organization, a centralized platform granting access to all relevant information and services (e.g. schedule, exam administration, certificates, study progress, contact information) is particularly important. From the students’ point of view, IT should enable them to focus on the content of their studies, provide support for organizational problems, and grant easy access to resources, such as literature and software, while at the same time require little effort.


Digitalization ITIL ITSM Service engineering Qualitative study Higher education 


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Copyright information

© Springer International Publishing AG 2017

Authors and Affiliations

  • Dominik Rudolph
    • 1
    Email author
  • Anne Thoring
    • 1
  • Christian Remfert
    • 1
  • Raimund Vogl
    • 1
  1. 1.University of MünsterMünsterGermany

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