Towards a Method for Service Design

IBM developer works, 2004

This article discusses the highlights of service-oriented modeling and architecture; the key activities that you need for the analysis and design required to build a Service-Oriented Architecture (SOA). The author stresses the importance of addressing the techniques required for the identification, specification and realization of services, their flows and composition, as well as the enterprisescale components needed to realize and ensure the quality of services required of a SOA.

2018

Service Design can no longer be considered an ‘emerging discipline’. Though recent and in continuous evolution, it is now consolidated enough to be assessed and reviewed in terms of effectiveness and impact on economy and society: how far has the logic of services (and of Service Design culture) influenced the different domains of innovation and value creation? How much has this been truly integrated into the innovation process of private and public sectors? How effectively has this been understood, evaluated and discussed? How far have digital technologies and media been influencing service design and delivery?

Lecture Notes in Business Information Processing, 2009

Service-oriented System engineering (SOSE) and traditional software engineering mainly differ for their focus and aims. These differences are reflected by a number of aspects peculiar to SOSE (service aspects). In this paper we specifically discuss three service aspects: the relevance of cross-organizational collaboration, increased importance of the identification of stakeholders, and the need for increased effort at run-/change time. We argue that SOSE methodologies provide better guidance on their application when service aspects are emphasized in associated process models. By highlighting the three service aspects in a process model of the methodology defined in a large European project, we show specifically how each aspect provides guidance for engineering service-oriented systems in practice.

The paper proposes a co-production approach and develops a unified framework for the design of service systems. Co-production approach not only considers customer as co-producer with the presence of customer inputs in a service process, but also attempts to conduct objective tradeoffs between firm and customers. The unified framework for the design of service systems is developed under the co-production approach. The services are classified based on two dimensions of service and process including service customisation and customer participation. The interrelationships among customers, service concept and service delivery design are explored and the service strategy is integrated into service delivery strategy. The paper contributes general principles and theoretical models for the design of service systems.

2011

Service design is an emerging design practice with an interdisciplinary heritage. Most previous research has been based on what service designers do; with the increased academic interest in service design over the past decade, the time has come to conceptualize the underlying discourses. The main purpose of this thesis is to contribute knowledge to the emerging service design discourse through conceptual comparisons of key concepts in the design and service management literatures.

2008

Service-oriented architectures are the upcoming business standard for realizing enterprise information systems, thus creating a need for analysis and design methods that are truly service-oriented. Most research on this topic so far takes a software engineering perspective. For a proper alignment between the business and the IT, a service perspective at the business level is needed as well. In this paper, definitions of “service” are analyzed, resulting in a set of models for the service concept.

School of Information, 2007

The services sector was initially defined as a tertiary and residual economic category after agriculture and manufacturing. As many disciplines struggled to define, model and design for services, it became clear that the foundational emphasis was on person-to-person interactions like those between customer and hairdresser, mechanic or accountant. But in recent years, the category of services has grown to encompass selfservice technologies and web-based services, mandating a broader analysis of this field. Rather than add new categories to the classification of services, we must rethink the basic concepts and introduce new ones that more richly capture the complexity of services design and delivery, regardless of the actors, be it people, information or technology. Every "moment of truth" between service provider and consumer is a result of a value chain of services, divided between the front-and back-stages, where information plays a crucial role from start to finish. Understanding the service system in which this value chain exists, the actors, and how information flows through its structure is the new foundation for effectively applying a service design methodology. This paper proposes a holistic approach to services design intended for the renovation of existing, information-intensive services. The methodology considers the often competing interests of the front-stage, consumer experience of services, with the back-stage, processes and information technology driven services that are invisible to the service consumer. Contents

2011