Lecture | Information Systems

Service Engineering and Management


Services dominate western economies, accounting for about 70% of employment and gross value added. Moreover, services are the only part of western economies to have expanded in terms of employment in recent years, as manufacturing, mining and agriculture continue to contract. Most of service innovation today is about the adoption and effective implementation of IT, as IT changes services in three ways: first, the use of IT contributes by enabling faster and more structured development processes; second, new services offerings arise by applying and integrating IT; third, IT leverages industrialization potentials for services such as standardization, automation or new ways of customer integration.

Guided by a value proposition, service systems enable value co-creation through configuration of actors (human and non-human) and resources (including technology, information, and physical artifacts), therefore constituting highly complex socio-technical systems. In recent years, service emerged into a key concept in information systems (IS). By emphasizing a systems perspective on services, this allows addressing the connectedness and complementarity of constituting elements in enabling the co-creation of value.


Essential to the successful development of services is that they are underlined by a reasonable service process and design. Service Engineering is defined as the systematic design and development of services by deploying engineering methods, practices, and tools. 

Learning outcomes

By end of the course, participants…


  • know theoretical basics of services and IT-based service offerings
  • understand the phenomena of „servitization“ and „service economy“ and can explain the economical challenges arising for companies of different branches
  • can explain, how IT changes and modifies services and which new offerings and potentials arise through integrating IT
  • know fundamentals of IT-service management, exemplified in ITIL
  • know tasks and responsibilities of service engineering for the systematic development of service offerings, as well as potentials and benefits
  • can apply different process models for service development, including structuring and planning of such development
  • are familiar with the most common methods and techniques of service engineering and management
  • can apply selected methods and techniques, in particular methods for service modeling
  • can identify the essential management tasks within the lifecycle of (IT)-services, structure these tasks and apply this to exemplar cases
  • can assess service engineering methods on their suitability to address the challenges in service development projects
Course eligibility Compulsory
Presence of students On-campus