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Als wäre es ein Unternehmen.Über die Konzeption von IT-Prozessen in Bibliotheken

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Vortrag im Berliner Bibliothekswissenschaftlichen Kolloquium über den Wandel der IT in Bibliotheken und die Frage, wie das Management darauf reagieren kann

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Als wäre es ein Unternehmen.Über die Konzeption von IT-Prozessen in Bibliotheken

  1. 1. Jens Wonke-Stehle, SUB Hamburg | BBK am IBI der HU Berlin, 20.11.2012| Über die Konzeption von IT-Prozessen in Bibliotheken „ALS WÄRE ES EIN UNTERNEHMEN“
  2. 2. VorspannFormales
  3. 3. AusgangspunktEs gibt kaum noch einen Bereich in Bibliotheken, der nicht von IT durchdrungen und von ihr unterstützt wird. Die Bedeutung der IT für die Bibliothek wird aber mitunter erst sichtbar, wenn Systeme ausfallen.Wie können Bibliotheken mit diesem Problem auf der Ebene des Managements umgehen?
  4. 4. AusgangspunktIn der Wirtschaft greift man auf spezifische Frameworks zur Unterstützung des Managements der IT Infrastruktur zurück.Ist dies auch ein Weg für Bibliotheken?
  5. 5. Vorgehen Begriff Service / Dienstleistung IT Service Management und ITIL  Aufbau  Verbreitung  Kontext Fallstudien: Bibliotheken der  Macquarie University Sydney,  der TU München und  der ETH Zürich.
  6. 6. Methode Literaturstudie  ITIL generell  Verwendung in Bibliotheken  Kontext, Service Science & ITSM Fallstudien  Einheitliches Analyseraster  aus ähnlich gelagerten Arbeiten  aus eigenem Material  Interviews  Verantwortlichen der Bibliotheken  ITIL Consultant
  7. 7. ProblemeLiteraturstudie Sehr wenig wissenschaftliche Literatur zu ITIL  Noch weniger zu ITIL in BibliothekenFallstudien Erhoffte mehrstufige E-Mail-Interviews ließen sich in der gegebenen Zeit nicht durchführenFragestellung Fokus auf ITIL war zu eng
  8. 8. HauptteilInhaltliches
  9. 9. Was machen Bibliothekeneigentlich?Bibliotheken erbringen Dienstleistungen bzw. Servicesdrei Dimensionen von Dienstleistungen*: Potential (Fähigkeiten, Ressourcen, Infrastruktur) Prozess (Interaktion mit den NutzerInnen) Ergebnis (konnte im Prozess der Interaktion mit den Kunden das Potential so abgerufen werden, dass ihnen ein Nutzen entstanden ist?) *nach Meffert/Bruhn 2005
  10. 10. Um Dienstleistungen erbringen zu können betreiben Bibliotheken eine komplexe technische Infrastruktur
  11. 11. New York Public Library 1923
  12. 12. die Konfiguration des Potentials bibliothekarischer Dienstleistungen hat sich verändert…
  13. 13. SUB Hamburg 2012
  14. 14. Wandel der IT Infrastruktur*1. Wenige zentrale Großrechner für Spezialaufgaben2. Dezentrale PCs erobern den Arbeitsalltag3. Rezentralisierung der verteilten Dienste und weitere Durchdringung aller Arbeitsbereiche *nach Bode (2005)
  15. 15. Wandel der IT Infrastruktur XKCD.com CC BY-NC-SA 2.54. dieCloud
  16. 16. Wandel des IT-Managements von Aufgaben- oder Technologiezentrierung (Innenperspektive der IT) zu Serviceorientierung (Außenperspektive / Sicht der Kunden*)Das IT Service Management greift dafür auf Werkzeuge wie dieIT Infrastructure Library (ITIL) zurück *Kunden können auch andere Organisationseinheiten sein
  17. 17. Was ist ITIL?  5 Kernpublikationen  Zentral: Modell des Lebenszyklus der IT- Dienste  „Kochbücher“ mit kondensiertem Erfahrungswissen: Best bzw. Good Practices
  18. 18. Beispiel: Service Desk
  19. 19. Fallstudien
  20. 20. MacquarieMacquarie
  21. 21.  30.000 Studierende  1,8 Millionen Medieneinheiten  124 MitarbeiterInnen  Budget: ca. 12,5 Millionen €  Anteil E-Medien am Erwerbungsetat: 75% (2009)Macquarie Warum ITIL?  Wiederkehrende Probleme besser bekämpfen  Mehr Ressourcen für Entwicklung  Ein Ansatz für IT- und Bibliotheks-Prozesse
  22. 22. Macquarie
  23. 23. Stellenwert von ITIL  über den reinen IT-Bereich vor allem im Bereich der Störungsbearbeitung und das Change Managements  Mit vielen weiteren Konzepten Teil eines Quality Enhancement Framework  kein Personal gespart aber die Qualität der Dienstleistung wurde verbessertMacquarie  Probleme werden nun schneller entdeckt und effizienter behoben  Organisationskultur der Bibliothek hat sich verändert: Probleme werden abteilungsübergreifender angegangen
  24. 24. ETH ZürichETH
  25. 25.  17.187 Studierende  7,6 Millionen Medieneinheiten  288 MitarbeiterInnen auf 168 Stellen  Erwerbungsetat: ca. 12,6 Millionen €  Anteil E-Medien am Erwerbungsetat: 34,5% (2009) Warum ITIL?  Zur Organisation der Einführung neuer Prozesse  Bibliotheks-IT stärker an Bibliotheks- Dienstleistungen orientierenETH  Transformation von hybrider zu digitaler Bibliothek
  26. 26. ETH
  27. 27. Stellenwert von ITIL  ITIL ist Werkzeug ausschließlich für IT- Prozesse  Ein Servicekatalog ermöglicht einerseits Transparenz gegenüber Nutzern, anderseits Zuordnung von Kosten  ITIL hilft der Bibliothek beim Umstieg von einem aufgaben- zu einem produktzentrierten ManagementETH
  28. 28. TU MünchenTUM
  29. 29.  31.000 Studierende  1,7 Millionen Medieneinheiten  115,1 Stellen  Budget: 10 Millionen €, davon 3,6 Millionen € Erwerbungsetat  Anteil E-Medien am Erwerbungsetat: 18,05% (2009) Warum ITIL?  Initiiert durch Rezentralisierung der Uni-IT im Projekt IntegraTUM  Ergänzt QM-System (ISO 9001)TUM  (weitere) Optimierung des Supports
  30. 30. TUM
  31. 31. Stellenwert von ITIL  ITIL ergänzt das Qualitätsmanagementssystem der UB der TUM  Schafft Transparenz über offene Anfragen  Entlastung spezialisierter MitarbeiterInnen  Keine Ausweitung über den Service Desk und verbundene Prozesse, da hier schon das QM- System greiftTUM
  32. 32. Wie lernen wir, die IT Infrastruktur als Teil des Bibliotheksalltags zu integrieren?
  33. 33. Vielen Dank soweit!Wir sollten nun reden.Über IT(IL) in Bibliotheken.
  34. 34. AbspannCredits
  35. 35. Jens Wonke-StehleVon-Melle-Park 320146 Hamburg040 / 4 28 38-2224jens.wonke-stehle@sub.uni- hamburg.detwitter.com/akte20_09Diese Präsentation steht unter einer Creative CommonsNamensnennung - Nicht-kommerziell - Weitergabe untergleichen Bedingungen 3.0 Unported Lizenz.
  36. 36. Literatur Bode, Arndt (2005): „IntegraTUM: Integriertes Informationsmanagement an der TU München“. In: Praxis der Informationsverarbeitung und Kommunikation 28 (3), S. 165-168. Meffert, Heribert; Bruhn, Manfred (2005): Dienstleistungsmarketing: Grundlagen – Konzepte – Methoden. Wiesbaden: Gabler. OGC (2007): Service Strategy. Norwich: TSO. OGC (2008): Service Design. London: TSO. OGC (2007): Service Transition. Norwich: TSO. OGC (2007): Service Operation. Norwich: TSO. OGC (2008): Continual Service Improvement. London: TSO. Wonke-Stehle, Jens (2012): ITIL in Bibliotheken. Kosten und Nutzen der Einführung von ITSM. Berlin : Institut für Bibliotheks- und Informationswissenschaft der Humboldt-Universität zu Berlin. http://nbn-resolving.de/urn:nbn:de:kobv:11-100205164
  37. 37. Verwendete Bilder http://www.flickr.com/photos/nypl/3110117236/ , Public Domain http://en.wikipedia.org/wiki/File:Macquarie_University_New_Library_ 2011.jpg, CC-SA ZachThttp://de.wikipedia.org/w/index.php?title=Datei:ETH Z.JPG&filetimestamp=20070531213045#file, CC-BY-SA Scharger, Albert / TU München http://mediatum.ub.tum.de/node?id=607393 frei verwendbar unter Angabe der Quelle (TU München und Name des Fotografen)

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