Services Science, Engineering and Management Conference, at IBM Palisades, October 6-7

These participant's notes were created in real-time during the meeting, based on the speaker's presentation(s) and comments from the audience. These should not be viewed as official transcripts of the meeting, but only as an interpretation by a single individual. Lapses, grammatical errors, and typing mistakes may not have been corrected. Questions about content should be directed to the originator. These notes have been contributed by David Ing (daviding@systemicbusiness.org) at the Systemic Business Community ( http://systemicbusiness.org ).

Guido Dedene, Catholic University of Leuven (K.U.Leuven), Belgium, "A Research and Educational Framework for Service Management"

Also teach in Amsterdam and Gent

• Officially MBA: what language do you use for business?

• Teaching business modeling and service management

Classical management frameworks, including Strategic Alignment 2x2 by Henderson and Venkatraman

Services as a meaningful bundle of technology / resources satisfying a predefined service contract

Threefold division: Preconditions, postconditions and variants

• Similar to Praxis, Semantics, Syntax
• Similar to Experience, Services, Resources
• Similar to Knowledge, Information, Technology

The Service Management Enneahedron (3x3)

• X-axis: Business, Services, Technology and Resources
• Y-axis: Strategy, Structure, Operations

First used this framework for service level agreements

• Operations: Business activities --> I/C Service Activities --> Technology Activities
• Little's law
• Boundary conditions for functions

Second application of the framework: course development of ICT/S Service Management

• Each of alignment of rows, columns, then triangles

Research activities:

• Service strategy: look for market inperfections, as opportunities
• Assymetries
• Solve the imperfection or retain the imperfection
• Structures vs. execution
• Looking for ways to discover, from the bottom up

[Questions]

Definition of service?

• System in which knowledge is mediated, but the knowledge is in praxis
• Hard services vs. soft services (where break rules)

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