Event

• Beverungen, D., Müller, O., Matzner, M., Mendling, J., & Vom Brocke, J. (2019). Conceptualizing smart service systems. Electronic Markets, 29(1), 7-18.
• Böhmann, T., Leimeister, J. M., & Möslein, K. (2014). Service systems engineering. Business & Information Systems Engineering, 6(2), 73-79.
• Cardoso, J., Fromm, H., Nickel, S., Satzger, G., Studer, R., & Weinhardt, C. (Eds.). (2015). Fundamentals of service systems (Vol. 12). Heidelberg: Springer.
• Davenport, T., & Harris, J. (2017). Competing on analytics: Updated, with a new introduction: The new science of winning. Harvard Business Press.
• Fromm, H., Habryn, F., & Satzger, G. (2012). Service analytics: Leveraging data across enterprise boundaries for competitive advantage. In Globalization of professional services (pp. 139-149). Springer, Berlin, Heidelberg.
• Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18(2), 127-159.
• Schüritz, R., & Satzger, G. (2016). Patterns of data-infused business model innovation. In 2016 IEEE 18th Conference on Business Informatics (CBI) (Vol. 1, pp. 133-142). IEEE.
• Spohrer, J., Maglio, P. P., Bailey, J., & Gruhl, D. (2007). Steps toward a science of service systems. Computer, 40(1), 71-77.

The world has been moving towards “service-led” economies: In many developed countries, services already account for more than 70% of the gross domestic product. In order to design, engineer, and manage services, traditional “goods-oriented” business models are often inappropriate. At the same time, the rapid development of information and communication technology (ICT) pushes “servitization” and the economic importance of digital services and, therefore, drives competition: Increased interaction and individualization options open up new dimensions of “value co-creation” between providers and customers; dynamic and scalable service value networks replace static value chains; services can instantly be delivered anywhere across the globe.

Building on a systematic categorization of different types of services and on the general notion of “value co-creation”, we cover concepts and foundations for engineering and managing ICT-based digital services, allowing for further specialization in other KSRI/IISM courses at the Master level. Topics in this course include an introduction to services, cloud and cloud labor services, web services, service innovation, service analytics, digital economics, as well as the transformation and coordination of service value networks. Additionally, case studies, hands-on exercises, and guest lectures will illustrate the relevance of digital services in today’s world. This course is held in English to acquaint students with international environments.