Lecturer: Gianmario Motta  

Course name: Progetto di servizi digitali I
Course code: 064184
Degree course: Ingegneria dei Servizi
Disciplinary field of science: ING-INF/05
The course relates to:
University credits: CFU 5
Course website: n.d.

Specific course objectives

The course intends to develop the capacity of analyzing and designing a digital service, based on concepts learned in the first two semesters of the curriculum, specifically of the two courses Business Analysis I and Enterprise Systems I. The design phase ends with the definition and validation of a prototype and it is supervised by the course teacher. The topic of the project is agreed between the teacher and the student and may concern a real life case.

Course programme

The course includes a practicum that can be performed individually or in team and can concern (a) Government, Health Care, Education service platforms (b) Information services (c) Service level management systems (c) Business Services. In the course are introduced methodologies for planning, documenting, and quality control. Cases studies and discussion will give examples of digital services in industries as Telecommunications, Banking, media, IT services, Government, Health Care.

Introduction : Service Science & Services
Conceptual foundations of Service Science. Examples of Services and case studies

Service Definition
Definition of target users. Interviews and other sources to define the content of services. How to analyze user experience. Interview documentation techniques. How to analyze public sources and conceptual foundations. Scenario simulation.

Requirements definition
Techniques and approaches for SLA and performances, Functions and use case, Architecture, Data

Software selection
Defining the scope, Assessment grid, Performance benchmarking

Project planning
Project structures foundations: ABS, PBS, WBS, Work package, Milestones ABS / PBS definition for software development, organizational change, infrastructure Project governance techniques

Project documentation
Project manual: process and product documentation. ISO standards

Course entry requirements

The course uses concepts Software Engineering (MS), Data Base (MS), Enterprise Systems I, Business Analysis I

Course structure and teaching

Lectures (hours/year in lecture theatre): 30
Practical class (hours/year in lecture theatre): 30
Practicals / Workshops (hours/year in lecture theatre): 0
Project work (hours/year in lecture theatre): 0

Suggested reading materials

Bracchi G. Francalanci C. Motta G.. Sistemi informativi per l'impresa. McGraw-Hill Italia, Milano, 2009. Riferimento generale per la progettazione dei sistemi web e knowledge base.

Autori vari. Communications of ACM. July 2006. Manifesto della Service Science.

Hefley /Murphy,. Service Science, Management and Engineering. Springer 2008. Riferimento per i fondamenti concettuali della Servce Science.

AAVV. E-Government Ict Professionalism and Competences Service Science. Springer 2008. Saggi sui fondamenti concettuali della service science e sulla progettazione dei servizi digitali.

Strauss B., Engelmann K., Kremer A., Luhm A.. Services Science : Fundamentals, Challenges, and future developments. Springer 2007. Raccolta di saggi.

G. Motta. Dispense del corso. http://ingegneria.unipv.it/servizi/copisteriavirtuale.php. Le dispense saranno pubblicate in formato PDF.

Testing and exams

A service design project will be assigned to each student. The students should (a) develop and document the service analysis and design (b) defend the work justifying the analysis, the design and the modeling techniques that have been used.