FIS2306H –An Introduction to Service Science

Detailed Course Outline

Winter 2009

Instructor : Kelly Lyons

Email : kelly.lyons@utoronto.ca

Phone : 416 946 3839

Office : 45 Willcocks (south east corner with Spadina) #314

Office Hours : By appointment through email

Course Outline

This course is broken into four main topic areas each covered in approximately one quarter of the course:

1. Introduction to Services Science, Services, Service Systems: What is it? Why is it important? Interesting? Definitions and theories and how they apply (or not) to real service systems
2. Modeling: Using modeling techniques to understand and analyze services
3. Innovation in Services: What new ways of doing business or new business models including social computing techniques can be used to enhance services?
4. Service Oriented Architectures (SOA) and Web Services: How can SOA and Web Services help implement and architect service systems?

We conclude by discussing service science curriculum at other institutions.

Detailed Course Outline

Readings marked by will be presented and critiqued by students in the class.

Week 1 Jan 6: Introduction and Overview of the Course

• Introduction, motivation, definitions
• Overview of Service Science, Definitions and Theories
• Service Science Research Landscape

Week 2 Jan 13: Applying Service Science Definitions and Theories

• Relating real service systems to existing theories; analyzing service systems
• Due: Introduce yourself to the class (via a post to appropriate thread on Sakai)
• Readings:
• J. Spohrer, S. L. Vargo, N. Caswell, and P. P. Maglio, "The Service System is the Basic Abstraction of Service Science", Proceedings of the 41st Hawaii International Conference on System Sciences, Jan. 2008
• Scott E. Sampson, Craig M. Froehle, “Foundations and Implications of a Proposed Unified Services Theory,” Production and Operations Management, Vol. 15, No. 2, 2006, 329-343.
• R. J. Glushko and L. Tabas, "Bridging the 'Front Stage' and 'Back Stage' in Service System Design", Proceedings of the 41st Hawaii International Conference on System Sciences, Jan. 2008

Week 3 Jan. 20: Is there a Science of Services?

• Is this real? Is there a science of services? Why study it?
• Readings:
• IfM and IBM. (2008). Succeeding through service innovation: A service perspective for education, research, business and government. Cambridge, United Kingdom: University of Cambridge Institute for Manufacturing. ISBN: 978-1-902546-65-0.
• R. C. Larson, “Service science: At the intersection of management, social, and engineering sciences”, IBM Systems Journal, Vol. 47, No. 1, 2008, 41—51.
• R. F. Lusch, S. L. Vargo, G. Wessels, “Toward a Conceptual Foundation for Service Science: Contributions from Service-Dominant Logic”, IBM Systems Journal, Vol. 47, No.1, 2008, 5—14.

Week 4 Jan. 27: Modeling Service Systems and Business Processes

• Introduction to modeling and business process modeling
• “Innov8”: hands-on business process modeling
• Readings:
• John Mylopoulos, “Information Modeling in the Time of the Revolution”, Information Systems, Vol. 23, No. 3 / 4, 172—155, 1998.
• Wil M.P. van der Aalst, Arthur H.M. ter Hofstede, and Mathias Weske, “Business Process Management: A Survey”, in W.M.P. van der Aalst et al. (Eds.): Business Process Management 2003, Lecture Notes in Computer Science 2678, pp. 1–12, 2003.

Week 5 Feb 3: Modeling Service Systems and Business Processes

• Business processes and business process modeling for optimization of processes
• Tutorial: WebSphere Business Process Modeller, by Maria Koshkina, IBM Software Developer
• Readings:
• R. Aguilar-Saven, "Business Process Modeling: Review and Framework", International Journal of Production Economics, Vol. 90, 2004, 129-149.
• Olivier Glassey, “A Case Study on Process Modelling — Three Questions and Three Techniques”, Decision Support Systems, Vol. 44, 2008, 842–853.

Week 6 Feb 10: Modeling Service Systems and Business Processes

• Due: Assignment 1 9am Feb. 10
• Modeling service systems
• Guest Lecturer: Lysanne Lessard, University of Toronto Faculty of Information PhD Candidate
• Readings:
• Wang, ZJ; Xu, XF. 2008. Ontology-based service component model for interoperability of service systems. Enterprise Interoperability III: New Challenges and Industrial Approaches: 367-380. edited by Mertins, K; Ruggaber, R; Popplewell, K; Xu, XF, Presented at 4th International Conference on Interoperability for Enterprise Software and Applications (I-ESA 2008) in Berlin, Germany, Mar 26-28, 2008.
• Janner, T, Schroth, C, Schmid, B, “Modelling Service Systems for Collaborative Innovation in the Enterprise Software Industry - The St. Gallen Media Reference Model Applied”, Proceedings of the IEEE International Conference on Services Computing, Vol. 2, July 08-11, 2008, Honolulu, HI.

Study Week Feb 17 (no class)

Week 7 Feb 24: Service Innovation

• What is innovation, why is it important, how are organizations innovating, where do innovations come from?
• Readings:
• Berry, L.L.; Shankar, V.; Parish. J.T.; Cadwallader, S.; and Dotzel, T. (2006), “Creating New Markets through Service Innovation”, MIT Sloan Management Review, Vol. 47, No. 2, Winter 2006, pp. 56-63.
• Alter, S. 2008. Service system innovation. Information Technology in the Service Economy: Challenges and Possibilities for The 21st Century 267: 61-80. edited by Barrett, M; Davidson, E; Middleton, C; DeGross, JI, presented at International Working Conference on Information Technology in the Service Economy - Challenges and Possibilities for the 21st Century in Toronto, Canada, Aug. 10-13, 2008.

Week 8 Mar 3: Service Innovation

• Innovating in service systems with and without IT
• Readings:
• Lia Patricio, Raymond P. Fisk, Joao Falcao e Cunha, “Designing Multi-Interface Service Experiences – The Service Experience Blueprint”, Journal of Service Research, Volume 10, No. 4, May 2008, 318—334
• Mary Jo Bitner, Stephen W Brown, Matthew L Meuter, “Technology infusion in service encounters”, Academy of Marketing Science, Winter 2000, Vol. 28, No. 1, 2000, 138—149.
• N. Carr, “IT Doesn’t Matter”, Harvard Business Review, May 2003, Vol. 81 Issue 5, 41—49.

Week 9 Mar 10: Service Innovation

• Due: Assignment 2 9am March 10 (see below)
• Service innovations through social computing
• Guest Lecturer: Stephen Perelgut, Manager of University Relations, IBM Canada, and Social Computing Guru
• Readings:
• H. K. Kim, K. Lyons, M. A. Cunningham, “Towards a Theoretically-Grounded Framework for Evaluating Immersive Business Models and Applications: Analysis of Ventures in Second Life”, Journal of Virtual Worlds Research, Vol. 1, No. 1, July 2008 http://journals.tdl.org/jvwr/article/view/289/220
• Dimitris Gavrilis, Constantia Kakali, and Christos Papatheodorou, “Enhancing Library Services with Web 2.0 Functionalities”, B. Christensen-Dalsgaard et al. (Eds.): Research and Advanced Technology for Digital Libraries, Lecture Notes in Computer Science, Vol. 5173, 2008, 148–159.

Week 10 Mar 17: Service Oriented Architectures and Web Services

• Due: Assignment 2 9am March 17
• Introduction to SOA
• Guest Lecturer: Ross McKegney, CTO, FADOW, Inc.
• Readings:
• SOA Movie: http://www.soalaunch.com/exclusive/ (we will watch this together in class)
• R. High Jr., S. Kinder, and S. Graham, “IBM’s SOA Foundation: An Architectural Introduction and Overview (Version 1.0)”, Whitepaper available for download here Pages 1-19 only.

Week 11 Mar 24: Service Oriented Architectures and Web Services

• Service Oriented Architectures: Modeling business processes for technological implementation
• Readings:
• N. V. Flor and P. P. Maglio, “Modeling business representational activity online: A case study of a customer-centered business”, Knowledge-Based Systems 17 (2004) 39-56.

Week 12 Mar 31: Service Oriented Architectures and Web Services

· Research problems in web services and service oriented architectures

· Readings:

• K. Kontogiannis, G. Lewis, M. Litoiu, H. Muller, S. Schuster, D. Smith & E. Stroulia, “The Landscape of Service-Oriented Systems: A Research Perspective,” Proceedings of the Workshop on Systems Development in SOA Environments (SDSOA 2007), 29^th International Conference on Software Engineering (ICSE 2007), Minneapolis, MN, USA, May 21, 2007

o Amit Sheth, Kunal Verma, Karthik Gomadam, “Semantics to energize the full services spectrum,” Communications of the ACM, vol. 49, no. 7, pp. 55-61, July, 2006.

Week 13 Apr 7: Service Science Curriculum

• Due: Participation Report 9am April 7

· Due: Assignment 3 9am April 7

• Examination of current service science courses and programs.
• Readings:
• R. J. Glushko, “Designing a service science discipline with discipline,” IBM Systems Journal, Vol. 47, No.1, 2008, 15—27
• R.C. Ford, D.E. Bowen, “A service-dominant logic for management education: It's time”, Academy of Management Learning & Education, Vol. 7, No. 2, 2008, 224-243