Service Science


Course Objective

To The overall course objectives are:

- O1. Understand the multi-disciplinary nature of Service Science
- O2. How to Analyze and Design an e-service from both
business/economic and IT perspectives
- O3. Reflect through a multidisciplinary lens on the gap between
business and IT perspectives as well as on the process of how a business
idea is converted to a set IT service solutions.

Considering the following objective, on completion of the course, the
students will gain the following competencies:

• C1. Create different e-service (business) ideas and critically
assess them. In this way the student will be able to take an informed
decision about the e-services based on possible risks and opportunities.

• C2. Exploration of the e-Service idea from a business
perspective. In this way the student will be able to further design and
develop the e-service idea using different analysis techniques. The
student will be able to to analyze and design an e-services from
different views.

• C3. Transform the business perspective of the e-service design
into a design reflecting the IT perspective. In this way, the student
will be able to fully change the perspective and analyze and design the
e-service from IT-perspective.

• C4. Assess the gaps between business and IT perspectives of their
e-service. In this way the students will be able to verify if the
designed IT e-service realizes business idea behind the e-service.

Course Content

Service science is organized in two tracks: (i) a business track and
(ii) an IT track. The business track provides the students with the
knowledge of different interpretations of ‘service’ and economic
importance of services, strategic issues related to services as well as
approaches to develop services. The IT track deals with a model-based
approach to develop services, as well as service oriented IT
development. Special emphasis is given to bridge the gap between
business and IT. The students participate in small teams to develop and
understand a service from both perspectives. In addition, experts from
academia and industry are invited to give guest lectures.

Teaching Methods

Lectures, individual case studies, and group assignment.

Method of Assessment

Written exam, an integrated assignment, and case studies.
Both the exam and the integrated assignment count for 50% each.
Case studies will be marked as 'passed' or 'failed' only.
Students may fail one case study, but should pass all the others.
In order to pass the course, students should:
1) for the exam and the integrated assignment both score 5 or higher,
2) the score for course (65% exam, 35% integrated assignment) should be
6 or higher, and
3) at most fail one case study


Service Management, 8th international student edition, James A.
Fitzsimmons, Mona J. Fitzsimmons, Sanjeev K. Bordoloi, 2014

Web Services, Gustavo Alonso, Fabio Casati, Harumi Kuno, Vijay
Machiraju, 2004

Additional materials via Canvas

Target Audience

3IMM, 3CS, 3LI

Additional Information

The maximum number of participants in this course is 30.

Recommended background knowledge

Business Modeling & Requirements Engineering

General Information

Course Code X_401077
Credits 6 EC
Period P1
Course Level 300
Language of Tuition English
Faculty Faculty of Science
Course Coordinator dr. J. Gordijn
Examiner dr. J. Gordijn
Teaching Staff

Practical Information

You need to register for this course yourself

Last-minute registration is available for this course.

Teaching Methods Lecture
Target audiences

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