School of

Information Technologies




Faculty of Science



INFO5991 IT Professional Services:

Services Science, Management and Engineering

Semester 1, 2007




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



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





Seminar Topic



Other resources
IBM IBV site





Introduction to services and services science management and engineering (SSME)


SSME Overview

Overview 98KB


Overview Notes 63KB

Specialized Enterprise
Time to flex


Services and Service Systems

Services 275KB

Systems 242KB


Services Notes 169KB Systems Notes 266KB

Google as a Service Berkeley SSME Lecture Series



Productivity and Innovation in Services

Productivity 191KB


Productivity Notes 146KB

Good Timing
Collaborative Environments


Service Economy











Modelling and design of services


Designing services






Interdependencies of services






Process modelling

















Managing Services


Services Management

Management Slides 1521KB
Management 416KB


Management Notes 259KB
Management Notes 178KB

Managing Organizational Knowledge
Service Design Berkeley SSME Lecture Series


Service Level agreements





Service Delivery





Service Support












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.

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




Emphasis will be placed on the persuasive analytic style of writing and presentation as described in the University’s Write Site

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


Assignment 1



Assignment 2



Final examination,


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






Consultation  time

Unit Coordinator:  A/Prof. Joseph Davis 

Staff of the School of IT





Industry guest lecturers







Text and Readings

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