9.1.0 Service Systems and Systems Sciences in the 21st Century

Abstract

Abstract. Progress on the emerging science of service systems will be advanced by improved collaboration between scientists, engineers, managers and designers. The endorsement of SysML by the OMG provides an option for rigourous descriptions of service systems.The domains modeled by systems engineers have generally been technical in nature. "A service system can be defined as a dynamic configuration of resources (people, technology, organisations and shared information) that creates and delivers value between the provider and the customer through service" (IfM and IBM 2008). Service systems in the 21st century not only include service machines, but also commercial relationship interactions and public infrastructural and social offerings. Broadening the domains of interest to the subjective and the ambiguous presents challenges not only the formal modeling of systems, but also the effective attainment and communications of shared understandings.A group of senior researchers with shared knowledge in the systems sciences has been conducting conversations about service systems, applying modeling tools in both face-to-face and distributed communications. Findings on joint learning, obstacles, and the responses from observers will be discussed. Introduction: Jennifer M. Wilby, "Service Systems and the Systems Sciences"This panel is to be moderated at the INCOSE International Symposium in Chicago, July 2010, by Jennifer Wilby.The service economy is calling for the development of T-shaped people, with both depth in specific disciplines and the breadth to bridge the challenges of working across people, technology, organization and shared information. These individuals will be chartered to become "social value architects", with the ability to cross and bridge communities of practice with a wide variety of skills and expertise.The systems sciences provide a strong foundation on which service systems can be understood. In addition to the technical knowledge typical amongst systems engineers, appreciation for social behaviours in individual and interpersonal interactions rise in importance.In addition to gaining proficiency across functional specialties, service systems designer will need a greater awareness of issues of implementation, with implications on boundaries, scale, and measurement. These can be informed by the models, methods and theories well developed in the systems sciences.