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Services Science (CTTIT/SRO ASSIST)

Project data

Title: Services Science
Start date: 01-03-2009
End date: 01-03-2010

Project description

The services sector is the fastest growing industrial sector nowadays, surpassing the extraction and manufacturing sectors. Evidences can be found in the shifting of human labour worldwide from agricultural and manufacturing processes to services, which is becoming possible due to the use of machinery to perform routine physical work. In the literature many definitions of service can be found, given from different viewpoints or domains. These definitions have in common that a service involves the exchange of some action, performance or promise for value between a client and provider. Traditional examples are transportation services, health services and education services. Some newer examples are ICT outsourcing services, in which ICT (design or programming) tasks are outsourced to specialised companies, and helpdesk services, which concentrate large numbers of calls from clients asking for help with products. We observe nowadays a trend to package products in services, so that value-added can be offered to potential clients. An example is a mobile communication subscription, which is an instance of communication service provisioning in which a mobile phone is packed and plays the role of an accessory (although quite essential for the service provision). Another example is in high tech manufacturing (for instance, car manufacturing), where manufacturers can have service divisions that generate most of their income.

ICT is an enabler for the further growth of the services sector. Most business services and processes are supported by ICT services. In the example of high tech manufacturing, the shift to service provision often implies an ICT-enabled provision of e-services. High-speed networks and powerful computer systems have made these processes ubiquitous. From the methodological side, the advent of the Service-Oriented Architecture has facilitated the mapping from business processes to ICT services, with the benefits of effectiveness and flexibility.

Services are essential, important and becoming quite complex as more interrelated services appear and more stakeholders or parties get involved. This means that services have to be approached from scientific, management and engineering points of view, which has resulted in the Services Science discipline. Services Science is multi-disciplinary, and involves disciplines like Business Administration, Computer Science and Psychology.

The Services Science project is a cooperation between the Information Systems and Software Engineering groups of the Faculty of Electrical Engineering, Mathematics and Computer Science, and the Information Systems and Change Management group of the School of Management and Governance. This project is funded by the Centre for Telematics and Information Technology (CTIT) of the University of Twente, through the Strategic Research Orientation ASSIST.

One important result of this project has been the Services Science Graduation Programme, which is embedded in the Twente Graduate School.



Vikram Sorathia, Marten van Sinderen, and Luís Ferreira Pires. “Towards a Unifying Process Framework for Services Knowledge Management” In the Proceedings of the First International Conference on Exploring Services Sciences (IESS 1.0) 17-18-19 February 2010, Geneva, Switzerland.

Vikram Sorathia, Luís Ferreira Pires, Marten van Sinderen, and Fons Wijnhoven. “Service Semantics Classification: an Approach Towards Modular Service Ontology” In 4th International Workshop on Value Modeling and Business Ontologies(VMBO) held at Vrije Universiteit in Amsterdam, the Netherlands, December 21-22, 2009.