2nd Cycle Studies - Mestrado
Detailed description of concepts, principles, methodologies and best practices used to engineer services in organizations. Presentation and discussion of case studies to illustrate the practical importance of methodologies.
Resolution of practical exercises and exploration of case studies which require the combination and association of concepts presented in theoretical classes. Fostering of critical thinking in the presence of more intricate problems.
The expansion of the service sector brings the need to apply scientific disciplines to create new services. Therefore, service engineering takes an important step to clarifying the definition, design, modeling, execution and analysis of services. The course presents modeling languages, methods, methodologies, applications, and case studies with actionable results by illustrating techniques that can be employed in large scale, real world examples to engineer services. It provides a comprehensive reference suitable for students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience, and service management and innovation.
1. Introduction to service engineering
Service science: Motivations and definitions; Service engineering lifecycle; Types of services; Services standards.
Semantic web (e.g. Linked Data and Linked Services); Networks science; Service lifecycle. Cloud computing.
3. Service systems
Service descriptions (e.g. Linked USDL); Services instances (e.g. Amazon EC2 and SugarCRM); Service marketplaces; Service systems; Cloud services.
4. Service networks
The relationships model; Type of relationships; Type of service networks; Service network modeling, relationship modeling, network construction and its population; Analyzing service networks.
5. Service design
Service-centered design; Cloud-based software framework; Process modeling; Blueprinting; and Prototyping.
6. Service analytics
Descriptive analytics; Predictive analytics; Prescriptive analytics.
7. Applications and tools
Marketplaces, editors, repositories, monitoring, negotiators, and convertors.
Paulo José Osório Rupino da Cunha
Research work: 10.0%
• Jorge Cardoso, Service Systems Engieering / Service Modeling with USDL, unpublished book, 2012.
• Haluk Demirkan, James C. Spohrer, Vikas Krishna, The Science of Service Systems, Springer.
• Haluk Demirkan, James C. Spohrer, Vikas Krishna, Service Systems Implementation, Springer.