The document discusses teaching service science at the University of Toronto's iSchool. It provides an overview of the iSchool, which takes a multidisciplinary approach to studying information, people, and technology. Service science is introduced as bringing together many disciplines to understand service systems. The course INF2306: Introduction to Service Science is described, which applies service science concepts. It is aimed at helping students understand, model, and innovate service systems. Assignments include analyzing research through a service science framework, characterizing a organization as a service system, and modeling and proposing innovations for a service system.

1. Teaching Service Science g
in the iSchool at the
U i e ity of To o toUniversity of Toronto
K ll LKelly Lyons

2. A dAgenda
 The iSchool at the University of Toronto The iSchool at the University of Toronto
 Service Science in iSchools
 INF2306: Introduction to Service Science
 Overview
 Assignments
 Weekly Activitiesy
 Recap, Questions, Discussion
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3. Th F lt f I f tiThe Faculty of Information
The iSchool@Toronto
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http://ischools.org/

4. The Faculty of Information y
(iSchool) at University of Toronto
 Multidisciplinary expertise in:
 Big data analytics
 Programs in:
 Information Systems and DesignBig data analytics
 Sociotechnical modeling
 Human-computer interaction and
usability
 Knowledge management in
Information Systems and Design
 Culture and Technology
 Archives and Records Management
 Critical Information Studies
Knowledge Management and Knowledge management in
organizations
 Service Science
 Collaborative systems
Classification
 Knowledge Management and
Information
Management
 Library and Information Studies
Knowledge Media Design Classification
 Information seeking behaviour
 Museums
 ...
 Knowledge Media Design
 Health Informatics
 ....
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5. iS h l t U fTiSchool at UofT
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6. Ab t MAbout Me
1991-2007
Business Models &
Processes
Science &
Technology
Service Science
2004-2005
Requires innovation that combines
people, technology, value and
clients
People & Culture
2008-now
The iSchool@Toronto
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7. A dAgenda
 The iSchool at the University of Toronto The iSchool at the University of Toronto
 Service Science in iSchools
 INF2306: Introduction to Service Science
 Overview
 Assignments
 Weekly Activitiesy
 Recap, Questions, Discussion
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8. S i S iService Science
 Service Science: Strives to bring together many Service Science: Strives to bring together many
disciplines (computer science, information systems
and technology, cognitive science, economics,
organizational behaviour, human resources
management, marketing, operations research, and
others) in an attempt to study and understandothers) in an attempt to study and understand
service systems
-- Maglio, P. and Spohrer, J. (2008). Fundamentals of service science.
Journal of the Academy of Marketing Science, 36(1), 18-20.
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9. Lyons K (2010) Service science in iSchools PresentedLyons, K. (2010). Service science in iSchools, Presented
at the 5th Annual iSchool Conference, February 3-6,
2010, University of Illinois at Urbana-Champaign, 5
pages
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10. iS h liSchools
 Bring multidisciplinary approach to study Bring multidisciplinary approach to study
information, people and technology as equally
interacting entitiesinteracting entities
 Interested in the relationship among information,
people and technologypeople and technology
 24 iSchools in 23 universities in 6 countries*
 iCaucus iCaucus
 iConference *As of December 2009
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-- iSchools Motivation, http://www.ischools.org/history/motivation/
-- Olson G. M. and Grudin, J. 2009. The information school phenomenon. In
Interactions, 16, No. 2 (March and April 2009). ACM Press, New York, NY, 15-19.

11. iS h l d S i S iiSchools and Service Science
iSchool Vision Service Science Goals
Relationship between information, Studies service systems --information,
people, and technology people, technology, and organizations
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12. iS h l d S i S tiSchools and Service Systems
 Compare expertise required and approach
of study
iSchool Vision Service Science Goals
Requires multidisciplinary
(transdisciplinary) approach
Requires multidisciplinary
approach(transdisciplinary) approach approach
-- iSchools Vision, http://www.ischools.org/history/vision/
-- Maglio, P. and Spohrer, J. 2008. Fundamentals of service science. J.
Academy of Marketing Science, 36(1), 18-20.
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13. iS h l d S i S iiSchools and Service Science
 iSchool vision highlights:g g
 The importance of industry which can help shape an applied research
agenda
 The leadership iSchools bring in providing direction to industry andg g y
government.
 Service science strategy requires engagement with university,
government, and industry partners
iSchool Vision Service Science Goals
Work with industry to shape research
direction
Bring academia, industry, government
togetherdirection together
-- iSchools Vision, http://www.ischools.org/history/vision/
-- Spohrer, J. and Riecken, D. Guest Editors, 2006. Communications of the ACM, July 2006, 49(7), 31-32
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14. iS h l d S i S iiSchools and Service Science
 iSchools: Expertise needed in all forms of information (uses, users,p ( , ,
technologies and their applications)
 Service science: Knowledge needed in humans and organizations,
business domains, and technology, gy
iSchool Vision Service Science Goals
U d f i f i H d i iUses and users of information,
information technologies, applications
Humans and organizations,
technology, and business domains
-- iSchools Vision, http://www.ischools.org/history/vision/
-- Maglio, P. and Spohrer, J. 2008. Fundamentals of service science. J.
Academy of Marketing Science, 36(1), 18-20.
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15. iS h l d S i S iiSchools and Service Science
 iSchool students: develop expertise in multiple high-valued areasp p p g
and act as boundary crossers
 Service scientists: -shaped: deep knowledge in one or more
areas and able to bridge across complexities of other disciplinesg p p
iSchool Vision Service Science Goals
Depth in one of information, Requires depth in one or more areas
F M d D Mill R A 2006 C i h i hi ki i
Depth in one of information,
technology, people not sufficient to
understand connections between them
Requires depth in one or more areas
and the ability to communicate across
complexities of other disciplines
-- Furst, M. and DeMillo, R. A. 2006. Creating symphonic-thinking computer science
graduates for an increasingly competitive global environment, Whitepaper
-- Glushko, R. J. 2008. Designing a service science discipline with discipline. IBM
Systems Journal, 47(1), 15-27.
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16. iS h l d S i S iiSchools and Service Science
iSchool Vision Service Science Goals
Relationship between information,
people, and technology
Studies service systems: information,
people, technology, and organizations
R i ltidi i li R i ltidi i li hRequires multidisciplinary
(transdisciplinary) approach
Requires multidisciplinary approach
Work with industry to shape research Bring academia, industry, governmenty p
direction
g , y, g
together
Uses and users of information,
information technologies applications
Humans and organizations, technology,
and b siness domainsinformation technologies, applications and business domains
Depth in one of information,
technology, people not sufficient to
Requires depth in one or more areas and
the ability to communicate across
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gy, p p
understand connections between them
y
complexities of other disciplines

17. Service Science in iSchool
U i itiUniversities
 Service Science Programs Service Science Programs
 Service Science Courses
 Service Science Activities
 Analyzed iSchool Universities (23)
 Reviewed iSchool websites for courses, programs, research projects, Reviewed iSchool websites for courses, programs, research projects,
faculty profiles
 Searched for university name and service science
 Reviewed conference programs (Frontiers in Service, 2007, 2008,p g (
2009) for university names
 Reviewed IBM website of programs in Service Science*
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* https://www.ibm.com/developerworks/wikis/display/ssme/Universities

18. Service Science in iSchool
U i itiUniversities
 Six iSchools with presence in service science: Six iSchools with presence in service science:
 2 with programs
 1 with course(s)
 3 with activities 3 with activities
 Eight of the universities have service science presence in
their Engineering and/or Computing schools
El f th i iti h i i i Eleven of the universities have service science presence in
their Business and / or Marketing schools
(Could not find any indication of service science activity in three
of the universities)
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19. Service Science in
iS h l@T tiSchool@Toronto
iSchool@Toronto breadth
P iPrior
degree
depth
iSchool@Toronto
concentration
depth
-Shaped People
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20. A dAgenda
 The iSchool at the University of Toronto The iSchool at the University of Toronto
 Service Science in iSchools
 INF2306: Introduction to Service Science
 Overview
 Assignments
 Weekly Activitiesy
 Recap, Questions, Discussion
The iSchool@Toronto
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21. INF2306: Introduction to
S i S iService Science
 2007: York University Department of 2007: York University Department of
Computer Science and Engineering
 2008: University of Toronto Faculty of 2008: University of Toronto Faculty of
Information
2009 U i it f T t F lt f 2009: University of Toronto Faculty of
Information
 2013: University of Toronto Faculty of
Information
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22. INF2306: Introduction to
S i S iService Science
 Professional masters students in the Professional masters students in the
Faculty of Information
 Doctoral students in the Faculty of Doctoral students in the Faculty of
Information
12 13 k ( 3 h l k) 12-13 weeks (one 3-hour class per week)
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23. R i d S i S iReminder: Service Science
 How can we properly describe service systems? How can we properly describe service systems?
 How can we represent (model) service systems?
 How do we use our descriptions and How do we use our descriptions and
representations to enable analysis, optimization,
and innovation in service systems?and innovation in service systems?
-- R. Glushko, “A Systems Approach to Service Science Research”,
Service Science Faculty Workshop National Tsing HuaService Science Faculty Workshop National Tsing Hua
University, 16 June 2008
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24. C O tliCourse Outline
 Three main topic areas each covered in approximately one Three main topic areas each covered in approximately one
third of the course:
1. Introduction to Service Science, Services, and Service Systems:
How do current definitions and theories apply (or not) to real servicepp y ( )
systems?
2. Modeling, Analysis, and Design of Service Systems: What modeling
techniques can be used to understand and represent service
?systems?
3. Innovation in Service Systems: What new techniques can be used to
enhance service systems and the ways in which they work? How can
models of service systems help identify innovation opportunities?models of service systems help identify innovation opportunities?
http://individual.utoronto.ca/klyons/INF2306-Winter2013/INF2306-
ServiceScience-Syllabus-Winter2013-final.htm
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25. A i tAssignments
A i t 1 U d t di ltidi i li i 25%Assignment 1 Understanding multidisciplinary service
science research
25%
Assignment 2 Characterizing service systems 30%
Assignment 3 Modeling and innovating in service 30%g g g
systems
Participation Weekly Blog post submitted before
class (3 posts per student – 5% per
15%
class (3 posts per student – 5% per
post)
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26. Fi t A i tFirst Assignment
 A framework to situate and relate IS/IT/CS research to A framework to situate and relate IS/IT/CS research to
service science research activities
 May also be used to:
 Define service science research collaborations, consortia or programs
 Establish interdisciplinary collaborations
 Design service science curriculum and courses that cover topics across
and within service science areas
Lyons K (2011) A framework that situates technology researchLyons, K. (2011). A framework that situates technology research
within the field of service science. In H. Demirkan, J. C. Spohrer, & V.
Krishna, (Eds.), Service systems implementation, a volume in service
science: Research and innovations (SSRI) advances of service
systems (175–188) New York: Springer.
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27. Fi t A i tFirst Assignment
 Select 3 papers from Workshop on Select 3 papers from Workshop on
Information Technologies and Systems
2008 (theme: “Service Innovation in a2008 (theme: Service Innovation in a
Globally Networked Economy”)
 Position them on the Framework Position them on the Framework
 Critique the Framework
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28. S d A i tSecond Assignment
Lyons, K. & Tracy, S. (2013). Characterizing organizations as service
systems. Human Factors and Ergonomics in Manufacturing, 23, 19-27. doi:
10.1002/hfm.20517
Tracy, S. & Lyons, K. (2013). Service systems and the social enterprise. Human
Factors and Ergonomics in Manufacturing, 23, 28-36. doi: 10.1002/hfm.20516
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29. S d A i tSecond Assignment
 Select an organization or entity that you wish to study as a Select an organization or entity that you wish to study as a
service system
 Use the framework from (Lyons & Tracy, 2013) to analyze
this organization or entitythis organization or entity
 Use the ethics protocol and accompanying interview guide to
interview someone inside that organization who is familiar
with it
 Ultimate goals: 1) to discover insights about the organization
or entity; and 2) to determine the applicability of the servicey; ) pp y
system framework for describing your chosen organization or
entity
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30. Thi d A i tThird Assignment
 Using the service system analyzed in assignment 2, select ag y y g ,
component or piece that system
 Select a modeling approach and use it to represent that component or
piece of the service system
 Discussion about how the modeling technique and resulting model
might be used to identify improvements in the service system
 Identify an innovation in your service system and discuss whether it is
a technological, social-organizational, process-oriented, business
model innovation or other kind of innovation. Describe the changes
needed to implement the innovation
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31. A i tAssignments
 Assignment 1: Become familiar with the Assignment 1: Become familiar with the
concepts of service science and research
 Assignment 2: Analysis of service systems Assignment 2: Analysis of service systems
 Assignment 3: Model, represent, and find
i ti ithi i tinnovations within service systems
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32. R l t A i t tRelate Assignments to:
 How can we properly describe service systems? How can we properly describe service systems?
 How can we represent (model) service systems?
 How do we use our descriptions and How do we use our descriptions and
representations to enable analysis, optimization,
and innovation in service systems?and innovation in service systems?
-- R. Glushko, “A Systems Approach to Service Science Research”,
Service Science Faculty Workshop National Tsing HuaService Science Faculty Workshop National Tsing Hua
University, 16 June 2008
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33. W kl Cl A ti itiWeekly Class Activities
 Discuss the readings Discuss the readings
 Demonstrate some aspect(s) of readings
on a specific service systemon a specific service system
 Students apply those concepts to their
h i f i tchoice of a service system
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34. E l A ti it M d liExample Activity: Modeling
 Objective: To experiment with different modeling techniquesj p g q
presented in the readings.
 Activity:
 Consider some aspect of the service system that you selected for Assignment 2.
 Select one (or more) of the modeling frameworks presented in this week’s
readings / lecture.
 Experiment with representing / describing the selected part of your service
system using the frameworkssystem using the frameworks
 Discussion:
 How did that work?
 What did you learn about the frameworks?y
 What did you learn about your chosen service system?
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35. A dAgenda
 The iSchool at the University of Toronto The iSchool at the University of Toronto
 Service Science in iSchools
 INF2306: Introduction to Service Science
 Overview
 Assignments
 Weekly Activitiesy
 Recap, Questions, Discussion
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36. RRecap
 Service Science in iSchools Service Science in iSchools
 INF2306 in iSchool at University of Toronto
U d t d t th i d fi iti Understand concepts, theories, definitions
 Consider IS/IT/CS research in relation to service
sciencescience
 Characterize an organization as a service system
 Represent some aspect of that service system and Represent some aspect of that service system and
identify innovation opportunities
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37. Di i / Q ti ?Discussion / Questions?
kelly lyons@utoronto cakelly.lyons@utoronto.ca
http://www.individual.utoronto.ca/klyons
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