Project Name

Service Science


Service Science is becoming a strategic area of scientific study at IBM Research. Historically, IBM has been a leader in applying mathematics, statistics, and operations research to traditional manufacturing problems such as supply chain management, transportation optimization and logistics management. While these concerns continue to be of importance to manufacturing companies, the shift towards service-based economies in certain parts of the world are bringing new business concerns to focus. Industry leaders need guidance on how to innovate, manage, evaluate and optimize their service businesses.

IBM Research is actively working with the world-wide research and academic communities to help define research directions for Service Science. These activities include new academic initiatives such as Service Science Management and Engineering (SSME) and sponsoring several conferences in this area to stimulate research and cross-disciplinary collaboration. The mission of the Service Science Professional Interest Community (PIC) is to stimulate this cross-disciplinary research and provide a forum within the IBM Research community in the study of theory, methods and application of service science, management, engineering and practice. In doing so, the PIC intends to positively influence and impact the external research community, collaborate with top researchers in the mission areas and attract top graduate student talent as potential hires.Service Science Research tackles difficult problems using the following approaches:

  • Service Oriented Technologies---Exploring the use and application of advanced analytic technologies to address the information service and business intelligence challenges faced by enterprises.

  • Business Architecture and Process Innovation---Designing and implementing a holistic approach to improving the foundations and practice of transforming global enterprises.

  • Complex Service Systems Modeling and Simulation---Modeling and simulating complex real-world service systems.

  • Service Quality and Experience---Creating and building advanced technologies intended to make workers more effective and processes more robust.


Servce Science Research Areas

  • Service Business Design and Strategy
    Value proposition and measurement
    Complex system modeling, optimization, simulation
    Business models, services value modeling
    Industrialization of service
  • Business Componentization
    Component models, valuations
  • Business Modeling, Monitoring & Management
    Business as a service, policies, formal representations, languages
  • Service Quality, Excellence
    Compliance, effectiveness, sustainability
    New measures & regulations
  • Service Delivery and Operations
    Productivity and versatility
    Service operations management
    Service delivery models, channels
  • Business aspects of Service Composition
    Human capability augmentation, self service
    Pricing of services
  • People in Services
    Customer behavior in networked environment, service social network and models
    Organizational relationship, alignment, and culture
  • Service Innovation Management
    Service Marketing


Community Highlights

IBM's T. J. Watson Research Center presents a 2013 Services Research Symposium - Building Bridges between Research and Practice

Faculty and students doing research in the topic areas listed above are invited to submit an abstract for participation in the symposium. More details can be found at the Symposium's webpage.


Service Science PIC Targeted Conferences

  • Business Process Management ---PIC Conference
  • IEEE International Conference on Service Operations and Logistics, and Informatics---PIC Conference
  • International Conference on Service Oriented Computing---PIC Conference
  • International Conference on Web Services---PIC Conference
  • International Conference on Information Systems---targeted PIC Conference
  • INFORMS---targeted PIC Conference
  • Frontiers in Services---targeted PIC Conference

    Service Science PIC Co-Chairs
    Stacy Hobson, IBM Research Watson
    Nagapramod Mandagere, IBM Research Almaden