Service Engineering

Academic year
Subject Area
Information Systems
Language of Instruction
Other Languages of Instruction
Mode of Delivery
ECTS Credits
2nd Cycle Studies - Mestrado

Recommended Prerequisites

Information Systems.

Teaching Methods

Theoretical classes

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.

Theoretical-practical classes

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.

Learning Outcomes

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.

Work Placement(s)



1. Introduction to service engineering

Service science: Motivations and definitions; Service engineering lifecycle; Types of services; Services standards.

2. Foundations

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.

Head Lecturer(s)

Paulo José Osório Rupino da Cunha

Assessment Methods

Research work: 10.0%
Project: 40.0%
Exam: 50.0%


• 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.