php/ itil-information-technology-infrastructure-library/ 20 [35] http:/ / wpcarey

ITIL php/ itil-information-technology-infrastructure-library/ 20 [35] http:/ / wpcarey

External links • Pós-Graduação em Gestão e Engenharia de Serviços, Universidade Fernando Pessoa (Portugal) – Educação Corporativa (UFP CE) [31] • Mestrado em Serviços de Informação (MServInf), Universidade do Minho (Portugal) [32] • Mestrado em Engenharia de Serviços e Gestão (MESG) [33] – Faculdade de Engenharia da Universidade do Porto (Portugal) • MBA – Services Sciences, Management And Engineering [34], Lusofona University – Information Systems School (Portugal) • IBM SSME Website [1] • Singapore Management University – Importance of SSME [18] • Center for Services Leadership at the ASU W.P Carey School of Business [35] • Centre for Systems and Services Sciences [2] • A European based service science startup, concinnitas [36] • Services Sciences Working Group [4] • UC Berkeley [37] • MIT [38] • U Maryland [39] • Information School, Renmin Univ.

Of China [40] • UC Santa Cruz [41] • North Carolina State University [42] • University of St.

Gallen, MCM Institute [43] • Karlsruhe Institute of Technology [44], Germany • European Research Center for Information Systems (ERCIS), WWU Muenster [45] • Technion [46], Israel • U Sydney Australia [47] • San Jose State University [12] • Northern Illinois University [48] • NSF 2006 Workshop on Service Research and Education — Penn State/Shanghai JiaoTong University [49] • First International Workshop and Summer School on Service Science, Management and Engineering — Computer Science Department/University of Crete [50] Service Science, Management and Engineering • Business Services Science [51] at RMIT University (Melbourne, Australia) • Service Science, Management, and Engineering [19] at Masaryk University (Brno, Czech Republic) • Service Engineering and Management Summer School 2008 [52], Department of Industrial Engineering and Management, Helsinki University of Technology • Service Science Research Center (SSRC) [53] in National Chengchi University • SRII – Service Research and Innovation Institute [54] • SSMEnetUK – UK Network of researchers in Service Science Management and Engineering [55] • SSME MUNI – Information and study materials about SSME from Faculty of Informatics Masaryk University Brno [56] 170 References [1] [2] [3] [4] [5] [6] [7] http:/ / www.ibm.com/ university/ ssme http:/ / www.services-sciences.org http:/ / www.thesrii.org http:/ / www.nessi-europe.com/ Nessi/ Workinggroups/ HorizontalWorkingGroups/ ServicesSciences/ tabid/ 244/ Default.

Aspx http:/ / ssme.

Berkeley.

Edu http:/ / www.mgt.

Ncsu.

Edu/ mba/ academics/ concentrations_services_curricula_info.

Php http:/ / www.cmu.

Edu [8] http:/ / ssme.

Rhsmith.

Umd.

Edu [9] http:/ / wpcarey.

Asu.

Edu/ csl [10] http:/ / niu.

Edu [11] http:/ / ssme.

Soe.

Ucsc.

Edu [12] http:/ / www.cob.

Sjsu.

Edu/ ssme [13] http:/ / dsl.

Cs.

Usu.

Edu/ cisc.

Html [14] http:/ / www.dses.

Rpi.

Edu [15] http:/ / www.usyd.

Edu.

Au/ news/ 84.

Html?newsstoryid=1651 [16] http:/ / www.ksri.

Kit.

Edu/ Default.

Aspx?PageId=273& lang=en [17] http:/ / www.comp.

Nus.

Edu.

Sg/ newsroom/ article170308/ index.

Shtml [18] http:/ / www.sis.

Smu.

Edu.

Sg/ programme/ SSME/ index.

Asp [19] http:/ / ssme.

Fi.

Muni.

Cz/ [20] http:/ / liss.

Ulusofona.

Pt/ index.

Php/ component/ content/ article/ 20 [21] http:/ / portal.

Acm.org/ toc.

Cfm?id=1139922& coll=ACM& dl=ACM& type=issue& idx=J79& part=magazine& WantType=Magazines [22] http:/ / csdl2.computer.org/ persagen/ DLAbsToc.

Jsp?resourcePath=/ dl/ mags/ co/ & toc=comp/ mags/ co/ 2007/ 01/ r1toc.

Xml& DOI=10. 1109/ MC. 2007. 33 [23] http:/ / eden.

Dei.

Uc.

Pt/ ~jcardoso/ Research/ Papers/ LNBI-ICEIS-2009-ServiceEngineering-for-the-IoS.

Pdf [24] http:/ / eden.

Dei.

Uc.

Pt/ ~jcardoso/ Research/ Papers/ IEEE-SCC-2010-USDL.

Pdf [25] http:/ / www.springer.com/ 978-0-387-76577-8 [26] http:/ / viu.

Eng.

Rpi.

Edu/ publications/ SEIBookHsuCh08.

Pdf [27] http:/ / www.lionhrtpub.com/ orms/ orms-6-06/ frservice.

Html [28] http:/ / www.nistep.

Go.

Jp/ achiev/ ftx/ eng/ stfc/ stt019e/ qr19pdf/ STTqr1903.

Pdf [29] http:/ / www.hpl.

Hp.com/ techreports/ 2007/ HPL-2007-22.

Html [30] http:/ / www.sersci.com/ ServiceScience/ [31] http:/ / ges.

Ufp.

Pt [32] http:/ / mservinf.

Dsi.

Uminho.

Pt [33] http:/ / www.fe.

Up.

Pt/ si/ cursos_geral.

FormView?P_CUR_SIGLA=MESG [34] http:/ / liss.

Ulusofona.

Pt/ index.

Php/ itil-information-technology-infrastructure-library/ 20 [35] http:/ / wpcarey.

Asu.

Edu/ csl/ [36] http:/ / www.concinnitas.

Co.

Uk [37] http:/ / ssme.

Berkeley.

Edu/ [38] http:/ / cesf.

Mit.

Edu/ default.

Htm [39] http:/ / www.rhsmith.

Umd.

Edu/ ces/ ssme/ [40] http:/ / ssme.

Ruc.

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Cn/ [41] http:/ / www.cse.

Ucsc.

Edu/ programs/ ssme/ [42] http:/ / www.ssme.

Ncsu.

Edu/ [43] http:/ / www.mcm.

Unisg.

Ch/ [44] http:/ / www.ksri.

Uni-karlsruhe.

De/ Default.

Aspx?PageId=273& lang=en Service Science, Management and Engineering [45] [46] [47] [48] [49] [50] [51] [52] [53] [54] [55] [56] http:/ / www.ercis.

De/ ERCIS/ en/ index.

Php http:/ / ie.

Technion.

Ac.

Il/ serveng/ http:/ / www.cs.

Usyd.

Edu.

Au/ ~new5991/ http:/ / www.cob.

Niu.

Edu/ faculty/ m10nlr1/ ssme/ http:/ / www.personal.

Psu.

Edu/ gxq102/ Research/ NSFWorkshop2006/ NSFWorkShop2006.

Htm http:/ / ssme.

Tsl.

Gr http:/ / www.rmit.

Edu.

Au/ programs/ mc166 http:/ / www.tuta.

Hut.

Fi/ sem2008/ index.

Htm http:/ / ssrc.

Nccu.

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Tw/ http:/ / www.thesrii.org/ http:/ / www.ssmenetuk.org/ http:/ / kirlab.

Fi.

Muni.

Cz/ en:ssme 171 Service system A service system (or customer service system, CSS) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. Scope of the term “Service system” is a term very frequently used in the service management, service operations, services marketing, service engineering, and service design literature.

While the term frequently appears, it is rarely defined.

One recent definition of a service system is a value coproduction configuration of people, technology, internal and external service systems connected via value propositions, and shared information (language, laws, measures, etc.).

The smallest service system is a single person and the largest service system is the world economy.

The external service system of the global economy is considered to be nature’s services or ecosystem services.

Service systems can be characterized by the value that results from interaction between service systems, whether the interactions are between people, businesses, or nations.

Most service system interactions aspire to be win-win, non-coercive, and non-intrusive.

However, some service systems may perform coercive service activities.

For example, agents of the state may use coercion in accordance with laws of the land.

A service system worldview is a system of systems that interact via value propositions. History Usages of the term service system (bold added) are provided below: The earliest known usage of the phrase service system in a book title is: Stochastic Service Systems.

John Riordan.

Wiley, New York, 1962.

X + 139 pp. Illus. “Anyone seeking an introduction to queueing theory…” Also a Science article was published by John Riordan http:/ / www.sciencemag.org/ cgi/ content/ citation/ 137/ 3532/ 742-a Science 7 September 1962: Vol. 137.

No. 3532, p. 742 Usages from Quinn and Paquette (1990) Technology in Services: Creating Organizational Revolutions.

MIT Sloan Management Review. 31(2). “Properly designed service technology systems allow relatively inexperienced people to perform very sophisticated tasks quickly — vaulting them over normal learning curve delays.” Examples: “Domino’s Pizza … industrial engineering and food science research automated the making of a pizza to as near a science as possible, eliminating much of the drudgery in such tasks, yet ensuring higher quality and uniformity.

Then, finding that its store managers were still spending fifteen to twenty hours per week on paperwork, Domino’s introduced NCR “mini-tower” systems at its stores to handle all of the ordering, payroll, marketing, cash flow, inventory, and work control functions … Federal Express … Its DADS (computer aided delivery) and

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