“Ciências de Serviços – Um novo desafio”
I am currently studying the new business models mainly emerged from the technologies of information. Of course, Service Delivery is one highlighted practice.
We have been seen some changes in business models for many companies around the world. Those companies are moving from the Product Core Model to Service Delivery Model. However, this is not a easy task for a traditional “Product Company”. That is the reason we can find some “best practice guides” and methodologies released to improve the quality of the service delivered, such as ITIL, eTOM and even SIx Sigma.
However, during the itSMF Conferece 2008 in Brazil I heard from the fist time the term “Science of Service”. A researcher from IBM show us his research in the area.
He focus in the definition of what is really a service and how is the “best” way to deliver this service for individual customers. That is true that there still have been many companies delivering service as they used to deliver product in the past.
Science of Service is a concept, or better, it is a science that is getting so relevant in the academic researches and corporate environment. According to itSMF, this should be a great opportunity for the people interesting to do research about “Services” because the trend shows a new career model coming in this area.
