Service Systems Engineering: Emerging Skills and Tools

AbstractWe are living in a global service economy in which services now make up more than 78% of the US Gross Domestic Product (GDP). This growth in Service has also become a global phenomenon and this has brought much needed attention to Service Science and Service Systems Engineering (SSE). As part of these efforts, this paper proposes the enhancement of existing architectural frameworks for Service Systems. We readily concede that IT is at the heart of Service Systems but we argue existing frameworks need to be expanded to address service systems governance and insertion of technology breakthroughs. A modified NIST framework is illustrated, that includes an Enterprise/Service Management plane to analyze energy Smart Grids as an end-to-end service provider. We also realized the need for integration of tools for the real-time dynamic analysis of ever-changing requirements within a Service System. This concept is illustrated in the form of an internet manufacturing laboratory where design, fabrication, IT, and other supporting tools are integrated to rapidly fabricate complex 3D prototype models. Finally, we discuss issues which need to be addressed for the creation of curricula and professional degree programs in Service Systems Engineering at the graduate level. As a result, we propose a plan for including a Service Systems Engineering specialization track within traditional Systems Engineering programs