IT Service Science & Service
Oriented Computing
Leo Hitchcock
Programme Leader
School of Computing and Mathematical
Sciences
AUT University, Auckland, New Zealand
Background
• Service science, cloud computing and serviceoriented computing are growth sectors that are
starting to demand knowledgeable and skilled
graduates
• Leaders in the Service Science field are IBM,
IEEE, and HP Labs
• There are many Service Science-focussed journals
and conferences
• AUT appear to be leaders in providing Service
Science and Service Oriented Computing academic
programmes outside the U.S.
IT Service Science
• Is about…
– The economics of IT Services
• An IT Service is the advertised and delivered
function provided by the execution of repeatable IT
operational processes to support business needs.
– The infrastructure for the provision of IT
Services
• Network operations, service desk operations, customer
service-level management
• Needs analysis and acquisition of products and
services
• Security technologies and security management
• IT Operations & Service management
• Infrastructure management in data centers, private
installations, etc.
•
•
– The management and innovation of services
Is promoted globally by IBM & HP Labs
Is the foundation study program for the AUT Service
Services and Service
Science
1
What is a service?
Services form a huge category that includes a wide range of
activities, from haircutting
to IT outsourcing,
froman
health
care to legal
Service
science is
emerging
discipline
services, from consumer
services
to business services, and from
that
brings
private to public services.
together the ongoing work in computer
science,
Service providers include
self-employed
persons, multinational
operations
research,
industrial
corporations, public authorities,
and non-profit
4and organizations.
engineering,
business strategy, as well as management,
Experts often have a social,
certain type of service in mind when they
propose definitions of
‘‘service’’ which
involve
payment
for , in the effort
cognitive,
and
legal
science
3
Service
performance, a time-perishable,
intangible experience,
ansystem
activity is a “valueto develop
configuration of
performed for a clientthe
whoskills
is also a co-producer,
orfor
one which
requiredcoproduction
a service-oriented
people, technology,
other internal
transforms a state of economy
a client.
and the creation
of service
and external service systems, and
systems.
shared information”
2
New Service Development
6
Service Science research
Information technologies (IT) have become one of the most important infrastructural elements
for SMEs in service industries. Now, these firms show specific characteristics and behaviours with
regard to adopting and assimilating IT. These specificities have not been taken into account
however in formulating a research framework or programme on the adoption and assimilation of
IT in service SMEs. The present study thus seeks to fill this void. After reviewing the literature on
IT in the services sector, the antecedents of IT adoption and assimilation in the context of service
SMEs are identified and integrated within a research framework. This framework is then applied
to generate a set of twenty-two salient propositions for future research on IT adoption and
assimilation in service sector
SMEs.
Information
Technology
Adoption and
• IBM is the leader under the banner SSME
(Service Science Management &
Engineering).
• Journal
of Service Science and
•
Management
Assimilation: Towards a Research Framework
for Service Sector SMEs
– Sylvestre Uwizeyemungu & Louis Raymond (2011).
University of Quebec
• Factors Impacting Innovation in New Service
Offerings
Factors that affect the level of innovation in projects to develop new service offerings are
based
on field research
results from
84 service innovation
projects. Personal
–analyzed
John
Maleyef
(2011).
Rensselaer
Polytechnic,
NY
characteristics of developers, process and customer type, and an important characteristic of their
organization (i.e., whether or not they possess a strong Lean Six Sigma or similar process
improvement orientation) are analyzed. It is shown that, although personal characteristics,
process type, or customer type do not affect the level of innovation, organizations with a strong
Lean Six Sigma orientation had a lower incidence of radical innovation recommendations.
IEEE
• International Conference on Management
and Service Science
– Enterprise Management, Engineering
Management, Service Science, Financial
Management, Knowledge Management
• International Conference on New Trends
to the manufacturing sector, managing quality in the service sector is sometimes more an
inCompare
Information
Science and Service
art form rather than a scientific process. Due to the intangibility of the service product and the realtime participation of the customer in the production of the service, design of services not only
Science
requires good service standards and service procedures, it also requires tactful skills from the
operator and necessary
adjustments to suit specific
needs of the customer in
– service
A Framework
of real-time
Sector-Specific
Service
attendance.
Characteristics. Pui-Mun Lee, 2010, School of
In this research, a study on the nature of service characteristics in various major service industries
Business
SIM
[UniSIM],retail,
Singapore
was
carried out. These
serviceUniversity
industries include telecommunications,
banking, food &
beverage, and public transport. The study involved a field survey on consumers in these service
sectors. The research outcomes will hopefully provide an understanding of service output
characteristics that are important to consumers. This understanding will support service
productivity, service innovations and service automation, which are important attributes of a
service science culture.
Society of Service Science
(SoSS)
• Journal of Service Science
– Service science theory
Service economy
Service management
Service design
Service systems
Service engineering
Industry practice
Service science education
Service Science research
Service Oriented Computing and
Applications
• Publishes original research results on serviceoriented computing (SOC) paradigm, models and
technologies
• Covers web service standards, which are simpler,
and more economical
• Focuses on service infrastructures, theoretical
foundations and their applications and
experiences in service-oriented computing
HP Labs
• The science of services
• Centre for Systems and Services Sciences, at HP
Laboratories in Bristol, England.
• Created by HP, other leading services
organizations and universities across Europe,
the group aims to turn IT-based services into a
more predictable and scientific practice by
sharing research, establishing industry
standards, supporting academia, and developing a
‘brokerage’ to bring together members in
partnerships.
Demand for training is
global
“Companies now demand industry
knowledge and social skills in addition to
technical expertise from applicants. A
Gartner Group Study says by 2010, six of
“Schools are trying to offer courses to
10 people affiliated with IT will assume
prepare the
nextisgeneration
for those skills
There
a lack of overlapping
at the juncture
of business
and IT:
business-facing
roles.”
Sept. 3, 2007
jobs, but their efforts are lagging. As
a result, some
companies
taking
• IT needs
peopleare
who
understand how businesses operate and how to
things into
their
own
hands.”
Nov.
3, business improve the delivery of services.
use technologies to help the
2007
Next fall, Missouri State University will offer a
bachelor degree
for information
• Likewise, business needs tonew
understand
moreprogram
about technology.
technology service management. The new major
will include existing curriculum, such as IT
networking and security classes, but will focus
less on other areas, like computer programming.
New courses will include service management and
incident and problem management. Mar. 14, 2007
Focuses
on skills
required and
to identify
a user’s
information and public
Addresses
security
technology
systems;
basic cryptography
technology
solution
requirements:
to investigate
and evaluate
key
infrastructure,
physical
security,
logical
security, access
controls,
Identification,
development
and implementation
Examines suitable
the practice
and
theory
of
IT
Services
Management
with
a
solutions
including
software,
platform
and vendors,
securing
networks,
network
operations,
databases
and
of practical
skills,
service
techniques
andsystems,
standard
focus on industry
best
practices inof
managing
information
to planin
the
acquisition
a solution,
identifytechnology
training
applications,
mobile
and IT
wireless
security,
web-services
security, and
procedures
providing
related
services.to
in
an
organisation.
Such
practices
are
put
in
context
through
the
Development
and
implementation
of
practical
skills,
service
An investigation
into
a
selected
area
whether
that
be
a
specific
problem
domain,
requirements,
and
to plan a training
programme
using
various
security
strategies for
e-commerce.
The intrinsic
relationship
between
Course
Name
presentation
ofview
anand
overall
framework
aligning
ITmanaged
strategies
with
techniques,
standard
procedures
providing
supervision,
or
an area
of
business
Thefor
project
isistypically
aninoriginal
A
holistic
inopportunity.
how
information
security
an organisation
delivery
methods
including
flexible/blended
delivery.
security
technologies,
ethics,
legal
and in
regulatory
requirements,
forensics
IT
Service
Provision
business
strategies,
monitoring,
evaluating
and
improving
IT
technical
IT
operations
services
and
customer
service,
as involve
investigation
butsupport,
considerable
flexibility
is allowed.
Typically
projects
will
examining
its
relationship
with
laws,
ethics,
culture
standards.
and
fraud,
business
strategy,
and
risk
management
isand
addressed.
Needs
Analysis
Acquisition
&
Training
operations
performance,
and
auditing
the
relevant
processes.
required
within
an IT
operations
environment.
either
commercial
software
development
for
live clients,
commercial
research
Includes
the
examination
of the frameworks
processes
and measures
as
Information
Security
Technologies
and development
projects
on behalf
of live
supervised
research
well
as practical
problems
involved
in clients,
buildingorsecure
operational
IT Service
Management
projects
into selected
areas
of interest.
environments
for
businesses
and individual users. Develops the ability to
IT Operations
Management
design
secure
information technology environments.
Courses
ITSP
NAAT
IST
ITSM
ITOM
Project
ISM
Research & Development Project
Information Security Management
“When I came to work at this company, I noticed that they are using knowledge and subjects
which I have learned from the AUT courses at ITEC, in particular Information Security
Management, and IT Service Provision. As students in the course we did not realise that such
knowledge and subjects were used and applied in a large company such as this. I realise how
helpful the IT Service Science programme is in obtaining work at larger organisations. I am
sure all the graduates will appreciate that AUT provides such a programme in Vietnam”.
Giang Huynh, BCIS Graduate, Vietnam
Undergraduate major in Service
Science
Major structure:
• IT Service Provision (M)
• Information Security Technologies (M)
• Needs Analysis Acquisition and Training (M)
• Information Security Management (M)
• IT Operations Management (M)
• IT Service Management (M)
• IT Project Management (C)
• Research and Development Project (C)
IT SS
NetSec
CS
InfoSys
SWDev
AUT University computing graduates formed 17% of
total New Zealand computing graduates in 2010. IT
Service Graduates are 27%
The School’s full time equivalent student growth in
computing
over the last 5 years is 29% with the closest rival
Master of Service-Oriented
Computing
•
•
•
•
Critically evaluates advanced principles and layers
Critically
evaluates the
principles
used during
of cloud computing
anddesign
virtualisation.
Reviews
the
the
phases
of
systems
development
and
integration
technical integration of ”Platform as a Service”
for
implementing
services
thatofdeliver
a key
portion
(PaaS)
and study
”Software
as a Service”
ininvolved
an
and
analysis
the(SaaS)
issues
OneSystematic
year
Professional
of
their
benefit
by
communication
over
computer
organisational
and
theofdisciplines
in
managing
thecontext,
complex
roles
client
and service
Critically
evaluates
the fundamentals
of services
and
Masters
networks.
Concepts
covered
include
service
required
to
provide
a
continuing,
secure,
reliable
providers.
Models
for
consulting,
partnerships,
service science and how service systems in
discovery,
inter-process
communication,
session
and highlyalliance
scalable
service
contracts,
building
and processesinteractions
for
organisations
support
customer-provider
management,
persistence,
and
data
and
transaction
managing
client
expectations
and
creating,
assuring
thereby delivering
value toboth
stakeholders.
Also
covers
Critically
analysesfor
component
architectures
and
Suitable
nonmanagement.
and
sustaining
effective
relationships
are
analysed
service modelling
where
traditionalofsystem
modelling
infrastructures
for the
construction
enterprise-scale
and
evaluated
technical
and
technically
approaches
are
applied
and
extended
to
create
software systems that operate and interact via new
service
systems
and service
activities,
with an in
the
internet.
Evaluates
service
science principles
focused
students
Advanced
treatment
of
the
principles
andmotivations
emphasis
on
service
quality
developing and managing services and the
pragmatics
IT project management
withofa focus
that
led to theofdeployment
and emergence
onthesis,
globally delivered
projects and
andenterprise
globalcourse
virtual
services
from middleware
Noweb
entirely
Critically
evaluates
the
technical
aspects
of
teams.
Critically
evaluates
mechanisms
for
architecture integration
developing
software
in the cloud
work
based
coordination,
communication
andcomputing
collaboration in
paradigm.
the platforms,
tools
and
the contextReviews
of distributed
resourcing
and
service
knowledge
developedarchitectures
to meet the unique
Examines
based
delivery. component
challenges
that
large-scale
online
services
present.
Entry
criteria:
development project for the construction of
cloud-based
software systems.
• enterprise-scale
four year
undergraduate
degree, or
• three years
undergraduate degree
with work experience
• English: 6.5 overall,
no band less than 6
Programme Structure
Compulsory modules:
•
•
•
•
Cloud Computing
Service-Oriented Architecture
Service Relationship Management
Service Science for IT
Elective modules (select any 4):
•
•
•
•
•
•
•
•
•
•
Contemporary Service Science
Infrastructure
Global IT Project Management
Software Engineering for Services
Web Services Development Project
Information Security
Net-centric Computing
Research Methods
Ubiquitous Computing
eSystems Design and Development
Special Topic
Comparison with BoK Taxonomy
Core
Less technical
Technical
• The mandatory
course content
covers all parts of
the knowledge areas
identified in 1
• The elective
courses enable a
less-technical and
technical pathways
for students from
different
backgrounds
1: L.-J. Zhang, Z. Chen, M. Luo, J. Zhang, and P. C. K. Hung, “A reference model for master of science program
in services computing,” in Proceedings of the 2010 6th World Congress on Services, ser. SERVICES ’10
Comparison with SSME
Classification1
General
█ █ SSME Education
█ █ Research in SSME
█ █ SSME Policy
█ █ History of Services
█ █ Services Market
█ █ Miscellaneous
Service Science
▄ █ Service Theory
▄ █ Economics of Services
█ █ Mathematical Models of Services
█ █ Services as Value Co-Creation Systems
▄ █ Services as Dynamic Systems
█ █ Services as Multi-agent Systems
█ █ Services as Customer-Intensive Systems
█ █ Service Complexity Theory
█ █ Service Innovation Theory
█ █ Service Science Education
Human Behaviour in Service Systems
▄ █ Service Systems Evolution
█ █ Behavioural Models of Services
▄ █ Decision Making in Services
█ █ People in Service Systems
▄ █ Organizational Change in Services
█ █ Measurement and Incentive in Services
▄ █ Customer Psychology
Key: █ █ = comprehensive coverage
▄ ▀ = limited coverage
Service Engineering
Service Design
█▀
▄▀
▄█
▄▀
▄█
▄█
▄▀
▄█
██
█▀
▄▀
█▀
█▀
▄█
▄▀
▄▀
▄▀
██
▄█
▄▀
▄█
▄█
██
▄█
▄█
▄█
██
██
Service Operations
Service Optimization
Service Systems Engineering
Service Supply Chains
Service Engineering Management
Service Systems Performance
Service Information Systems
Service Standards
Service Engineering Education
Service Management
Service Marketing & Communications
Service Operations
Service Management
Service Innovation Management
Service Leadership
Service Quality
Human Resources Management
Customer Relationship Management
Service Accounting
Service Sourcing
Services Law
Globalization of Services
Service Management Education
█ = no coverage
RED = undergraduate GREEN = post grad.
1: C. Pinhanez and P. Kontogiorgis, "A Proposal for a Service Science Discipline
Classification System," in The Frontiers of Service Conference 2008, 2008.
Service Design Theory
Service Design Methodology
Service Representation
Aesthetics of Services
Service Design Education
Service Arts
▄▀
██
██
██
██
Service Arts Theory
Services-Inspired Art
Traditional Service Arts
Contemporary Service Arts
History of Service Arts
Service Industries
▄▀
▄█
▄█
▄▀
█▀
▄█
▄▀
█▀
█▀
█▀
██
█▀
█▀
██
██
██
The Service Industry
Information Services
Business Services
Professional Services
Business Consulting
Customer Relations
Maintenance and Repair
Public Services
Health
Hospitality
Transportation
Retail and Wholesale
Financial
Entertainment
Religious and Spiritual Services
Other Service Industries
ITSS AUT Academic Models
• Vietnam
– ITSS major papers plus R&D project
• Direct entry from NIIT or Aptech (plus SE and PM)
• Joint degree with SE undergrad degree
• China
– SS major papers plus R&D project (plus other papers)
– Joint degree with SE undergrad degree
• Singapore
– ITSS major (and Network & Security) papers plus R&D
project
– Direct Entry from Foundation in Cloud Computing Diploma
ITSS AUT Academic Models
• Articulation and points transfer to AUT Auckland
into ITSS major from IT Undergraduate degree
– Binus U, Jakarta
– Soongsil U, Seoul
– Taylors U, KL
In Summary
• IT Service Science programmes are in demand
globally
– We expect to continue our 30% annual programme
growth over the next three years
• Research driven curriculum:
– We work collaboratively with our international
partners to develop research initiatives that focus
on information co-creation
– We take interest in all areas of the service
lifecycle; including identification, net-valueformation, modelling, implementation and
commercialization
• Our Collaborative Provision Office welcomes
inquiries for establishing joint programmes
Bibliography
1.
2.
3.
4.
5.
6.
J. Spohrer and P. P. Maglio, The Emergence of Service Science: Toward
Systematic Service Innovations to Accelerate Co-creation of Value.
IBM Almaden Research Center, Almaden, CA (2006),
http://www.almaden.ibm.com/asr/SSME/jspm.pdf
O. Pitkänen, P. Virtanen, and J. Kemppinen. 2008. Legal research
topics in user-centric services. IBM Syst. J. 47, 1 (January 2008),
143-152.
Spohrer, J. et al. Steps Toward a Science of Service Systems. IEEE
Computer 40, 71-77, 2007
Poulson, L.D.: Service Science: A New Field for Today’s Economy, IEEE
Computer 39, 18-21 (2006)
Johnson, S.P. et al., 2000. A critical evaluation of the new service
development process: integrating service innovation and service
design, In: New Service Development- Creating Memorable Experiences.
Sage Publications
Lin and Hsieh: A SAT View on New Service Development, Service Science
3(2), 2011