The tasks of service organisations have become more and more complex during the past years and EDP-based service management systems have to meet new demands. At present, these demands lead to extensions to resp. further developments of established systems. Against this background, this article gives a survey of the development status of service management systems in German speaking countries on the basis of a current study of the Research Institute for Operations Management (Forschungsinstitut für Rationalisierung; FIR), Aachen. In addition to that, it presents a way of structuring and facilitating project work comprising the definition of requirements as well as the management of the tendering procedure among eligible contractors and the performance testing of the top candidates.
