SERVUS@TUM: User-centric IT Service Support and Privacy Management

The Technische Universität München (TUM) has been awarded as one of three German elite universities. To better support students, researchers, and guests, as well as placing them in control of the use of their personal data in a growing number of interorganizational projects, we designed user-centric solutions with a strong focus on both the organizational and technical aspects. In this article, we first present the concepts and current realization status of our university business process driven recentralization of the IT service support; as many essential parts of TUM’s IT infrastructure are handled by the Leibniz Supercomputing Center, which is the common computing center of the higher education institutions in the Munich area, emphasis has been put on crossorganizational processes and their tool support. Then, we present a user-centric privacy management tool that has been implemented for the Shibboleth middleware and enhances the users’ control of their personally identifiable information.