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From Service Innovation to Service Engineering

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Cloud Computing and Services Science (CLOSER 2011)

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Abstract

Many companies have made important steps in moving from process engineering, through process management to enterprise architecture. This allowed them to get a grip on their processes and systems, reducing cost and lowering risks. The question that arises is how to leverage such a foundation towards value added to the customer. True value comes from a robust yet flexible service infrastructure together with a professional approach to service development.In many service organizations such an approach is largely lacking. Service development and innovation is loosely defined, responsibilities are distributed over marketing, IT and business lines, and interaction between the different stakeholders involved is poor or error prone. Service science, management and engineering, or service science for short, has been coined as the term of a new discipline that allows for an integrated approach to the development of services. In this paper we explain this new paradigm, what it encompasses and how building blocks, such as enterprises architecture, stress testing, process management or creative design fit in. We also suggest a roadmap towards services science.

Part of this work was done as under the Dutch Service Innovation and ICT program (SI-I), supported by the Ministry of Economic Affairs, Agriculture & Innovation.

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Author information

Authors and Affiliations

  1. Novay/InZycht, Bamshoevelaan 71, 7523 JJ, Enschede, The Netherlands

    Wil Janssen, Marc Lankhorst, Timber Haaker & Henny de Vos

Authors
  1. Wil Janssen
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  2. Marc Lankhorst
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  3. Timber Haaker
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  4. Henny de Vos
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Corresponding author

Correspondence to Wil Janssen .

Editor information

Editors and Affiliations

  1. SUNY Empire State College, Hauppauge, 11788, New York, USA

    Ivan Ivanov

  2. , Centre for Telematics and Information Te, University of Twente, Enschede, 7500 AE, The Netherlands

    Marten van Sinderen

  3. Collaboration & Research on, Enterprise Systems &, Interdisciplinary Institute for, Sofia, Bulgaria

    Boris Shishkov

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© 2012 Springer Science+Business Media New York

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Janssen, W., Lankhorst, M., Haaker, T., de Vos, H. (2012). From Service Innovation to Service Engineering. In: Ivanov, I., van Sinderen, M., Shishkov, B. (eds) Cloud Computing and Services Science. CLOSER 2011. Service Science: Research and Innovations in the Service Economy. Springer, New York, NY. https://doi.org/10.1007/978-1-4614-2326-3_2

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  • DOI: https://doi.org/10.1007/978-1-4614-2326-3_2

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  • Publisher Name: Springer, New York, NY

  • Print ISBN: 978-1-4614-2325-6

  • Online ISBN: 978-1-4614-2326-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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