INFO5991 IT Professional Services:

Services Science, Management and Engineering

Semester 1, 2007

Introduction

This course is about Services Sciences, Management and Engineering (SSME) for postgraduate students in science, management, and engineering (and other disciplines as appropriate). SSME is the application of scientific, management, and engineering disciplines to tasks that one organization beneficially performs for and with another ("services"). SSME has the goal of making productivity, quality, performance, compliance, growth, and learning improvements more predictable in work-sharing and risk-sharing (co-production) relationships. SSME is the study of service systems, and it aims at improving service systems, particularly those involved in complex, IT-enabled, business-to-business services

Objectives

The aim of this unit of study is to provide a multi-disciplinary overview of services in general and IT-enabled services in particular.

On successful completion of this unit students can expect to understand the nature, design and management of services.

Assumed Knowledge for this unit of study

Students are expected to have a background in IT, Engineering or Science.

Fluency in the English is needed, sufficient to allow students to gain the ability for an in depth understanding and analysis of case study material from lectures, textbooks and other sources, and to express that understanding both orally and in written form.

Unit of Study delivery format and timetable

Module	Week	Seminar Topic	Slides	Notes	Other resources IBM IBV site
1. Introduction to services and services science management and engineering (SSME)	1	SSME Overview	Overview 98KB	Overview Notes 63KB	Specialized Enterprise Time to flex
	2	Services and Service Systems	Services 275KB Systems 242KB	Services Notes 169KB Systems Notes 266KB	Leisure Google as a Service Berkeley SSME Lecture Series E-detailing
	3	Productivity and Innovation in Services	Productivity 191KB	Productivity Notes 146KB	Good Timing Collaborative Environments
	4	Service Economy
2. Modelling and design of services	5	Designing services
	6	Interdependencies of services
	7	Process modelling
	8	Simulation
3. Managing Services	9	Services Management	Management Slides 1521KB Management 416KB	Management Notes 259KB Management Notes 178KB	Managing Organizational Knowledge Service Design Berkeley SSME Lecture Series
	10	Service Level agreements
	11	Service Delivery
	12	Service Support
Review	13	Review

Your obligations:

1. 1. Attend all lectures, and tutorial classes. You should expect to spend a minimum on average of nine hours per week on this course including scheduled lectures and tutorial times

2. 2. Undertake the prescribed reading, carry out exercises and tutorial tasks and submit selected work for assessment as directed. It should be realised that tutorial exercises are expected to take longer than just the time scheduled for classes.

3. 3. Prepare for each weeks seminar by printing out the seminar description and completing the work required for the seminar

4. 4. Work independently and in teams and to make effective use of a range of resources including the Library, the Internet and other relevant on-line facilities.

5. 5. Check the INFO5991 website regularly. Course notes, tutorial exercises, assignment descriptions, solutions and assignments results, and important news will be communicated to students via this website. http://www.cs.usyd.edu.au/~info5991/

Abide by the University’s Policy Relating to Academic Honesty and Plagiarism

Assessment

Assignments

Emphasis will be placed on the persuasive analytic style of writing and presentation as described in the University’s Write Site http://writesite.elearn.usyd.edu.au/

All assignments must have a standard cover sheet and conform to the University’s guidelines for Academic Honesty and Plagiarism

*Assignment 1*	25%
*Assignment 2*	25%
*Final examination,*	50%	2-hour paper

Late work: In the interests of fairness to all students, the School of Information Technologies policy states that late work cannot be accepted. In exceptional cases late work must be submitted directly to the unit of study coordinator accompanied by an application for Special Consideration in accordance with the School of Information Technologies and University's policies and procedures (see website and Enrolment Guide for details).

Assignment results will be published through the INFO5991 website. Students are required to check their results.

Any errors or omissions must be reported to the unit coordinator, with appropriate evidence, within ten (10) days of being published. Ten days after being published, marks are considered to have been confirmed and will not subsequently be altered.

Written Examination

It is a policy of the School of Information Technologies that in order to pass this unit, a student must achieve at least 40% in the written examination as well as in the other components of assessment together.

The written examination will cover all aspects of the unit of study, but will focus on theoretical issues and general principles. It will test the candidates’ ability to discuss issues critically and to apply them to specific practical situations.

Teaching team

Room

Phone

Email

Consultation time

Unit Coordinator: A/Prof. Joseph Davis

Staff of the School of IT

Industry guest lecturers

IBM

Text and Readings

TBA (including items from the IBM SSME course materials site)