Skip to main content
SpringerLink
Log in
Book cover

Next-Gen Digital Services. A Retrospective and Roadmap for Service Computing of the Future pp 153–164Cite as

IT Service Engineering: A New Kind of IT Professional

  • Chapter
  • First Online:

Part of the book series: Lecture Notes in Computer Science ((LNTCS,volume 12521))

Abstract

In the service world in which we live, businesses and organizations are currently moving away from the traditional product-based business model toward the provision of services. The IT sector is by no means indifferent to this tendency and has for some time been providing services rather than software and/or hardware products. In this context, there is a need to improve the quality and productivity of service organizations through the creation of knowledge related to the concept of service ant the specific training of professionals for this sector. This chapter provides an analysis of the knowledge and skills that an IT Engineer should acquire to adapt to the world of services and presents an answer to these needs.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD   54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

Notes

  1. 1.

    www.issip.org.

  2. 2.

    https://www.tilburguniversity.edu/research/institutes-and-research-groups/eriss.

  3. 3.

    www.thesrii.org.

  4. 4.

    http://ise.edu.es/.

  5. 5.

    https://bit.ly/3d2JtoJ.

  6. 6.

    https://bit.ly/2Yozx3o.

References

  1. World Bank: Employment in services (% of total employment) (modeled ILO estimate) (2020). Accessed 31 May 2020

    Google Scholar 

  2. Lightfoot, H., Baines, T., Smart, P.: The servitization of manufacturing: a systematic literature review of interdependent trends. Int. J. Oper. Prod. Manage. 33(11–12), 1408–1434 (2013)

    Article  Google Scholar 

  3. Papazoglou, M.P., Traverso, P., Dustdar, S., Leymann, F.: Service-oriented computing: state of the art and research challenges. Computer 40(11), 38–45 (2007)

    Article  Google Scholar 

  4. Turner, M., Budgen, D., Brereton, P.: Turning software into a service. Computer 36(10), 38–44 (2003)

    Article  Google Scholar 

  5. Zanella, A., Bui, N., Castellani, A., Vangelista, L., Zorzi, M.: Internet of things for smart cities. IEEE Internet of Things J. 1(1), 22–32 (2014)

    Article  Google Scholar 

  6. Heidenreich, S., Handrich, M.: Adoption of technology-based services: the role of customers’ willingness to co-create. J. Serv. Manage. (2015)

    Google Scholar 

  7. Karimi, J., Somers, T.M., Bhattacherjee, A.: The role of information systems resources in ERP capability building and business process outcomes. J. Manage. Inf. Syst. 24(2), 221–260 (2007)

    Article  Google Scholar 

  8. IBM Research. Services sciences: a new academic discipline? Technical report, Report on the Architecture of On Demand Business Summit, Yorktown Heights, NY (2004)

    Google Scholar 

  9. Shaw, M., Garlan, D., et al.: Software Architecture, vol. 101. Prentice Hall Englewood Cliffs, New Jersey (1996)

    MATH  Google Scholar 

  10. Checkland, P.B.: Information systems and systems thinking: time to unite? Int. J. Inf. Manage. 8(4), 239–248 (1988)

    Article  Google Scholar 

  11. Maglio, P.P., Spohrer, J.: A service science perspective on business model innovation. Ind. Market. Manage. 42(5), 665–670 (2013)

    Article  Google Scholar 

  12. Chang, C.M.: Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence. John Wiley & Sons, Hoboken (2010)

    Book  Google Scholar 

  13. Kitchenham, B.A.: Software Metrics: Measurement for Software Process Improvement. Blackwell Publishers Inc., United States (1996)

    Google Scholar 

  14. Galup, S.D., Dattero, R., Quan, J.J., Conger, S.: An overview of it service management. Commun. ACM 52(5), 124–127 (2009)

    Article  Google Scholar 

  15. Maglio, P.P., Spohrer, J.: Fundamentals of service science. J. Acad. Market. Sci. 36(1), 18–20 (2008)

    Article  Google Scholar 

  16. Lázaro, P., Galán, L., Suárez, B., Domínguez, A.: La ciencia de los servicios: Un desafío para el sistema universitario español. Programa de Estudios y Análisis del Ministerio de Educación (Ref. Proyecto EA2008-0307) (2008)

    Google Scholar 

  17. Marcos, E., De Castro, V., Martín-Peña, M.L., Vara, J.M.: Training new professionals in service engineering: towards a transdisciplinary curriculum for sustainable businesses. Sustain 12(19), 8289 (2020)

    Google Scholar 

  18. Frankfurt University of Applied Sciences: Service engineering bachelor of engineering (2020). Accessed 3 June 2020

    Google Scholar 

  19. Nile University: Bachelor of Science in Industrial and Service Engineering and Management ISEM (2020). Accessed 3 June 2020

    Google Scholar 

Download references

Acknowledgements

Our research in service engineering has been founded by the Regional Government of Madrid under the FORTE-CM project (S2018/TCS-4314) and the Spanish Ministry of Business and Economics under the MADRID project (TIN2017-88557-R).

Author information

Authors and Affiliations

  1. Universidad Rey Juan Carlos, 28933, Móstoles (MADRID), Spain

    Esperanza Marcos, Valeria De Castro & Juan M. Vara

Authors
  1. Esperanza Marcos
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Valeria De Castro
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Juan M. Vara
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Juan M. Vara .

Editor information

Editors and Affiliations

  1. University of Stuttgart, Stuttgart, Germany

    Marco Aiello

  2. The University of Sydney, Camperdown, NSW, Australia

    Athman Bouguettaya

  3. Eindhoven University of Technology, ’s Hertogenbosch, The Netherlands

    Damian Andrew Tamburri

  4. Tilburg University, ’s Hertogenbosch, The Netherlands

    Willem-Jan van den Heuvel

Rights and permissions

Reprints and permissions

Copyright information

© 2021 Springer Nature Switzerland AG

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Marcos, E., De Castro, V., Vara, J.M. (2021). IT Service Engineering: A New Kind of IT Professional. In: Aiello, M., Bouguettaya, A., Tamburri, D.A., van den Heuvel, WJ. (eds) Next-Gen Digital Services. A Retrospective and Roadmap for Service Computing of the Future. Lecture Notes in Computer Science(), vol 12521. Springer, Cham. https://doi.org/10.1007/978-3-030-73203-5_12

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-73203-5_12

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-73202-8

  • Online ISBN: 978-3-030-73203-5

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation