Mata kuliah ini membahas tentang layanan informasi dan teknologi (IST) mulai dari definisi layanan, evolusi industri layanan, ilmu layanan, manajemen layanan, teknik layanan, sistem layanan, layanan informasi dan teknologi, teknik sistem layanan jaringan, studi kasus, serta penerapannya dalam berbagai bidang termasuk telekomunikasi. Mata kuliah ini bertujuan membantu mahasiswa memahami konsep-konsep terkait layanan dan teknik lay

1. KURIKULUM ITB 2013-2018 – PROGRAM SARJANA
Program Studi Teknik Informatika (Sistem dan Teknologi Informasi)
Sekolah Teknik Elektro dan Informatika
Silabus dan Satuan Acara Pengajaran (SAP)
Kode Matakuliah:
II3120
Bobot sks:
3
Semester:
7
KK / Unit Penanggung
Jawab:
Sistem dan Teknologi
Informasi
Sifat:
Wajib
Nama Matakuliah
Layanan IST
IST Service
Silabus Ringkas
Evolution from farming to online service industry, Service Science , Service Management, Service
Engineering, Service System (Service System Engineering), IT service, Network Service Engineering,
Case study.
Evolusi dari pertanian ke online service industry, Service Science , Service Management, Service
Engineering, Service System (Service System Engineering), IT service, Network Service Engineering,
Case study.
Silabus Lengkap
Evolution from farming to online service industry, Service Science , Service Management, Service
Engineering, Service System (Service System Engineering), IT service, Network Service Engineering,
Case study.
Evolusi dari pertanian ke online service industry, Service Science , Service Management, Service
Engineering, Service System (Service System Engineering), IT service, Network Service Engineering,
Case study.
Luaran (Outcomes)
Can understand about service, service engineering, its relationship and its function in case of
information technology.
Can analyze aboust case study and its relationship with service engineering.
Can design and implementation service engineering into software service engineering.
Dapat memahami mengenai service, service engineering, kaitan dan peranannya dalam dunia teknologi
informasi.
Dapat menganalisa studi kasus (case study) dan kaitannya dengan service engineering.
Dapat merancang dan mengimplementasikan service engineering ke dalam bentuk software service engineering.
Matakuliah Terkait
- Prasyarat
Kegiatan Penunjang Tugas makalah, presentasi, dan pembuatan aplikasi.
Pustaka
Yoshikawa, H. (2008) : Introduction of Service Engineering, A Framework for Theoritical Study of The
Service Engineering. Synthesiology vol 1 no 2. Japan. (pustaka utama).
Mandelbaum, A. (2004) : Service Engineering Science Management. Faculty of Engineering and Management
Technion, Israel Institute of Technology. (pustaka utama).
Sassen, A.M., Macmillan, C. (2006) : The Service Engineering Area, An Overview of Its Current State and A
Vision of Its Future. European Commision Network and Comunication Technologies. Brussel Belgium.
(pustaka utama)
Kwan, S.K. (2008) : Service Science as a Science of the Artificial.College of Business San José State
University-IBM, USA.
(pustaka tambahan).
Teeri,T., Hirst,L. (2009) : Making Service Science Mainstream. IBM Palo Alto University, USA.
(pustaka utama).
Spohrer,J, et al (2008) : Service science and service-dominant logic. IBM Almaden Research Center, USA
(pustaka utama).
Spohrer, J., Maglio, P.P. (2006) : The Emergence of Service Science : Toward Systematic Service Innovations
to Accelerate Co-Creation of Value. IBM Almaden Research Center, USA. (pustaka tambahan).
Gu,Q., Lago, P. (2009) : Exploring Service Oriented System Engineering Challenges :
A Systematic Literature Review. SOCA, USA. (pustaka utama)
Bubley, D. (2012) : Introduction to Telco-OTT (Over The Top) Services. Disruptive Analysis. USA.
(pustaka utama)
Bourne, A., et al (2010) : INCOSE UK Chapter Working Group on Applying Systems Engineering to In-
Service Systems Supplementary Guidance to the INCOSE Systems Engineering Handbook. INCOSE, UK.
(pustaka tambahan)
Panduan Penilaian Tugas,keaktifan,UTS,UAS.
Catatan Tambahan Softcopy untuk semua daftar pustaka di atas tersedia (boleh dikopi).
Bidang Akademik dan Kemahasiswaan ITB Kur2013-Teknik Elektro Halaman 1 dari 4
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Dilarang untuk me-reproduksi dokumen ini tanpa diketahui oleh Dirdik-ITB dan EL-ITB.

2. Mg
#
Topik Sub Topik Capaian Belajar Mahasiswa Sumber Materi
1
Evolusi dari pertanian
ke online service
industry
•Definisi service.
•Nilai dari sebuah
service
•Evolusi dari
pertanian ke
manufaktur dan
menuju ke online
service industry.
•Faktor pendukung
evolusi dari pertanian
ke manufaktur dan
menuju ke online
service industry.
•Dapat mengetahui tentang
service dan nilai dari service.
•Dapat mengetahui tentang
evolusi pertanian -->
manufaktur --> online service
industry serta faktor - faktor
pendukungnya.
•Yoshikawa, H. (2008) :
Introduction of Service
Engineering, A Framework
for Theoritical Study of The
Service Engineering.
Synthesiology vol 1 no 2.
Japan. (hal 1)
•Sassen, A.M., Macmillan, C.
(2006) : The Service
Engineering Area, An
Overview of Its Current State
and A Vision of Its Future.
European Commision
Network and Comunication
Technologies. Brussel
Belgium. (hal 3-6)
2 Service Science
•Definisi service
science.
•Service science
dilihat dari sudut
pandang stakeholder.
•Penerapan service
science.
•Dapat mengetahui tentang
definisi service science.
•Dapat mengetahui tentang
service science dari sudut
pandang stakeholder.
•Dapat mengetahui tentang
service science dalam
penerapannya.
•Teeri,T., Hirst,L. (2009) :
Making Service Science
Mainstream. IBM Palo Alto
University, USA.
(hal 7-14)
•Spohrer,J, et al (2008) :
Service science and service-
dominant logic. IBM
Almaden Research Center,
USA. (hal 2-14)
3 Service Management
•Definisi dari service
management.
•Kaitan antara service
science dan service
management.
•Dapat mengetahui tentang
definisi service management.
•Dapat mengetahui tentang
kaitan antara service science
dan service management.
•Yoshikawa, H. (2008) :
Introduction of Service
Engineering, A Framework
for Theoritical Study of The
Service Engineering.
Synthesiology vol 1 no 2.
Japan. (hal 8)
•Spohrer,J, et al (2008) :
Service science and service-
dominant logic. IBM
Almaden Research Center,
USA
(hal 4, 11)
4 Service Engineering
•Definisi Service
Engineering.
•Tujuan dan tantangan
di dalam service
engineering.
•Service engineering
dalam sudut pandang
sain dan manajemen.
•Dapat mengetahui tentang
service engineering.
•Dapat mengetahui tentang
tujuan yang ingin dicapai dan
tantangan yang dihadapi
dalam service engineering.
•Dapat mengetahui tentang
service engineering dalam
sudut pandang sain dan
manajemen.
•Mandelbaum, A. (2004) :
Service Engineering Science
Management. Faculty of
Engineering and
Management Technion, Israel
Institute of Technology. (hal
15-19)
•Teeri,T., Hirst,L. (2009) :
Making Service Science
Mainstream. IBM Palo Alto
University, USA.
(hal 4,8,11,14, 18,19,21,26)
5 Service System (Service
System Engineering).
• Definisi service
system (service
system engineering).
• Kaitan antara service
system (service
system engineering),
service engineering,
dan service science.
•Dapat mengetahui tentang
service system.
•Dapat mengetahui tentang
kaitan antara service system
(service system engineering),
service engineering, dan
service science.
•Mandelbaum, A. (2004) :
Service Engineering Science
Management. Faculty of
Engineering and
Management Technion, Israel
Institute of Technology. (hal
7, 17, 28)
•Spohrer, J., Maglio, P.P.
(2006) : The emergence of
Service Science : Toward
Bidang Akademik dan Kemahasiswaan ITB Kur2013-Teknik Elektro Halaman 2 dari 4
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3. Systematic Service
Innovations to Accelerate
Co-Creation of Value. IBM
Almaden Research Center,
USA.
(hal 7,8,13,15-20)
6
IT Service (bag 1) :
Online Service/IT Based
Service
• Definisi IT based
service/online
service.
• Bentuk penerapan IT
based service/online
service.
•Dapat mengetahui tentang IT
based service/online service.
•Dapat mengetahui tentang
bentuk penerapan IT based
service/online service.
•Teeri,T., Hirst,L. (2009) :
Making Service Science
Mainstream. IBM Palo Alto
University, USA.
(hal 10)
•Spohrer, J., Maglio, P.P.
(2006) : The emergence of
Service Science : Toward
Systematic Service
Innovations to Accelerate
Co-Creation of Value. IBM
Almaden Research Center,
USA.
(hal 3)
7
IT Service (bag 2) :
Web Service.
•Definisi web service.
•Web service dan
penerapannya di
dalam service
engineering.
•Dapat mengetahui tentang
web service.
•Dapat mengetahui tentang
penerapan web service di
dalam service engineering.
•Sassen, A.M., Macmillan, C.
(2006) : The Service
Engineering Area, An
Overview of Its Current State
and A Vision of Its Future.
European Commision
Network and Comunication
Technologies. Brussel
Belgium. (hal 6)
•Spohrer, J., Maglio, P.P.
(2006) : The emergence of
Service Science : Toward
Systematic Service
Innovations to Accelerate
Co-Creation of Value. IBM
Almaden Research Center,
USA.
(hal 13)
8
IT Service (bag 3) :
XML.
•Pengenalan teknologi
XML.
•XML dan
penerapannya di
dalam service
engineering.
•Dapat mengetahui tentang
teknologi XML.
•Dapat mengetahui tentang
XML dan penerapannya di
dalam service engineering.
•Sassen, A.M., Macmillan, C.
(2006) : The Service
Engineering Area, An
Overview of Its Current State
and A Vision of Its Future.
European Commision
Network and Comunication
Technologies. Brussel
Belgium. (hal 6)
9
IT Service (bag 4) :
SOA.
• Mengenal teknologi
SOA.
• SOA dan
penerapannya di
dalam service
engineering.
• Dapat mengetahui tentang
teknologi SOA.
• Dapat mengetahui tentang
SOA dan penerapannya di
dalam service engineering.
•Sassen, A.M., Macmillan, C.
(2006) : The Service
Engineering Area, An
Overview of Its Current State
and A Vision of Its Future.
European Commision
Network and Comunication
Technologies. Brussel
Belgium. (hal 6-9)
10 IT Service (bag 5) :
SOSE (Service Oriented
System Engineering)
• Definisi dari SOSE.
• Tantangan –
tantangan pada
SOSE.
• SOSE dan
keterkaitan dengan
service dan service
engineering.
• Dapat mengetahui tentang
SOSE.
• Dapat mengetahui tentang
beragam tantangan yang
dihadapi di dalam SOSE.
• Dapat mengetahui tentang
keterkaitan antara SOSE
dengan service dan service
•Gu,Q., Lago, P. (2009) :
Exploring Service-Oriented
System Engineering
Challenges : A Systematic
Literature Review. SOCA,
USA. (hal 171-188)
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4. engineering,
11
IT Service (bag 6) :
Online Service System
Engineering.
•Definisi system
engineering.
•Menerapkan system
engineering ke dalam
service system.
•Online service
system engineering,
definisi dan
penerapan.
•Manajemen sistem,
service, dan supply
chain.
•Dapat mengetahui tentang
defiisi system engineering.
•Dapat mengetahui tentang
penerapan system
engineering ke dalam service
system.
•Dapat mengetahui tentang
definisi dan penerapan online
service system engineering.
•Dapat mengetahui tentang
manajemen sistem, service,
dan supply chain di dalam
online service system
engineering.
•Bourne, A., et al (2010) :
INCOSE UK Chapter
Working Group on Applying
Systems Engineering to In-
Service Systems
Supplementary Guidance to
the INCOSE Systems
Engineering Handbook.
INCOSE, UK. (hal 1-34)
12
IT Service (bag 7) :
OTT Service
Engineering
•Definisi OTT
Service.
•Telco World, OTT
World, dan Telco
OTT World.
•Membangun bisnis
layanan berbasis
OTT.
•Telco Style Service
dan OTT Style
Service.
• Dapat mengetahui tentang
definisi OTT Service.
• Dapat mengetahui tentang
Telco World, OTT World,
dan Telco OTT World.
• Dapat mengetahui tentang
bagaimana membangun
bisnis layanan berbasis OTT.
• Dapat mengetahui perbedaan
antara Telco style service dan
OTT style service.
•Bubley, D. (2012) :
Introduction to Telco-OTT
(Over The Top) Services.
Disruptive Analysis. USA
(hal 1-30)
13
Network Service
Engineering.
•Queque in service.
•Quequeing network.
•Network service
engineering, definisi
dan penerapan.
•Interaksi di antara
customer, service
provider, dan
manager.
• Dapat mengetahui tentang
network service engineering,
definisi dan penerapan/
• Dapat mengetahi tentang
queque di dalam service dan
quequeing network terkait
dengan service.
• Dapat mengetahui tentang
interaksi di antara konsumen,
penyedia service, dan
manajer.
•Mandelbaum, A. (2004) :
Service Engineering Science
Management. Faculty of
Engineering and
Management Technion, Israel
Institute of Technology. (hal
11-15)
14
Case study (bag 1) :
Cash Flow
• Cash flow di dalam
service engineering.
• Cash flow dan
kaitannya dengan
industri berbasis
layanan online.
• Dapat mengetahui tentang
cash flow dan kaitannya di
dalam service engineering
dan industri berbasis layanan
online.
•Bourne, A., et al (2010) :
INCOSE UK Chapter
Working Group on Applying
Systems Engineering to In-
Service Systems
Supplementary Guidance to
the INCOSE Systems
Engineering Handbook.
INCOSE, UK. (hal 27-28)
15
Case study (bag 2) :
Communication
•Dunia telekomunikasi
dan service.
•Studi kasus di dunia
telekomunikasi
terkait dengan online
service industry.
•Penerapan OTT
service di dunia
telekomunikasi.
• Dapat mengetahui tentang
studi kasus di bidang
telekomunikasi terkait dengan
online service industry.
• Dapat mengetahui tentang
peranan OTT service di dunia
telco dan communication.
•Mandelbaum, A. (2004) :
Service Engineering Science
Management. Faculty of
Engineering and
Management Technion, Israel
Institute of Technology. (hal
3,9,12,14,16,20-23)
•Bubley, D. (2012) :
Introduction to Telco-OTT
(Over The Top) Services.
Disruptive Analysis. USA
(hal 1-30)
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Template Dokumen ini adalah milik Direktorat Pendidikan - ITB
Dokumen ini adalah milik Program Studi Teknik Elektro - ITB.
Dilarang untuk me-reproduksi dokumen ini tanpa diketahui oleh Dirdik-ITB dan EL-ITB.