040706 FK KFK eB: eServices (2017W)

Course Description and Objectives

The eServices (short for electronic services) is the idea that the World Wide Web is moving beyond eBusiness and eCommerce - into a new phase where many business services can be provided using the Web. As an umbrella term for services over the Internet, eServices include eBusiness transactions for handling online orders, application hosting by Application Service Providers (ASPs) and any processing capability that is obtainable on the Web. Using this eServices concept, any application program or information resource is a potential eService, and Internet service providers (ISPs) as well as other companies are logical distributors or access points for such services. The eServices concept also sees services being built into “cars, networked devices, and virtually anything that has a microchip in it”. Furthermore, the concept of eService represents an application of utilizing the Information and Communication technologies (ICTs) in different areas. Despite different definitions of eService, it can be argued that they all agree about the role of technology in facilitating the delivery of services. And, the Internet is the main channel of eService delivery while other classic channels like: telephone, call center, mobile phone, and television are also considered [1, 2, 3].

Thus, the objective of this course is to provide an insight into the concept of eServices, their delivery channels and platforms, as well as management and engineering issues. At the end of the course, students will be able to understand the terminology and to classify ranges of eService applications. They will be ensured with a competence in eServices and Service Systems management and engineering issues (i.e., theoretical fundamentals, conceptual frameworks, and service ecosystems). They will also get expertise in eService composition and modeling. Further, the students will get an extended knowledge in eService architectures, platforms and delivery channels. Besides, they will be able to perform eServices business value assessment.

Training methods are deliberated to advance a knowledge base, boost critical thinking, create responsiveness, and provide practical operations‑related skills. Participation includes problems, exercises, case studies, and reporting presentations.

The course represents one sub-module covering 2 hours per week and is held during Winter-term; it counts 4 ECTS points.

Content

eServices Definitions

Web services
ICT Services
IT Business Services
Virtual Services
Cloud Services

eServices Management

Service operations management
Service level management
Planning and development

Service Systems for eService Engineering

Theoretical foundations
Conceptual foundations
Service ecosystems
Physical and topological frameworks
Functional and process frameworks
Resource allocation problems

eService Composition, Discovery and Modeling

Composition languages
Discovery techniques
Modeling practices

Services Architectures and Platforms for eServices

Components
Topologies and models
Service delivery channels and prototypes
Development methodologies

eService Business Value and Valuation

Business models
Techniques and methodologies for business value assessment
Case studies and best practices

eServices and Cloud Computing

Software as a Service (SaaS)
Platform as a service (PaaS)
Infrastructure as a service (IaaS)

eServices and eBusiness/eCommerce

eBusiness in business services sector
Policies challenges
Role of websites and e-marketplaces
mBusiness and mServices