Service Innovation

Course Overview

Service Innovation Sample Syllabus

This course leads students through the identification, analysis, definition, and deployment of service opportunities within public and private organizations. Each of these phases is analyzed in detail to encompass the principal activities, methods, tools and techniques applied in the respective phase. Students will learn how to identify appropriate supporting techniques and information technologies for the different phases of the service life cycle, assess the role of technology, and gauge the organizational impact of service-focused operations. The objective of the course is to enable students to identify, implement and evaluate innovative service offerings in their organization.

Course Structure

As organizations are shifting from requirements-driven product design to needs-focused service design, they need to understand the full life-cycle of service identification, design, transition, and operation, supported by continual service improvement. They need to synchronize the different life-cycles of products, customers, and services. The course highlights case studies of organizations that have successfully engineered service offerings in product-centric, technology-centric, information-centric and people-centric environments. Students will learn how to identify and realize innovative service opportunities and how modern information technology enables service innovation. The concepts conveyed in this course are applicable to enterprises in traditional service industries (e.g. finance, healthcare, telecom, logistics, professional services), as well as organizations in traditionally product-focused industries (e.g. manufacturing, high technology).

The modules – and the areas of focus for the course – are:

  • Module 1: Overview of the Service Economy and Service Organizations
  • Module 2: Product-, Technology-, Process- and People-centric Services
  • Module 3: Techniques for Service Analysis and Specification
  • Module 4: Technology Support for Service Innovation


This course prepares students for positions in service-centric organizations, ranging from the traditional service sector (e.g., finance, logistics, professional services) to public administration and product-oriented services organizations. Students will be able to assess the service portfolio of their organization, evaluate opportunities and emerging service trends, and learn the formal analysis and modeling techniques that are essential to realize new service offerings.

The course primarily addresses the needs of public and private organizations with service offerings. It covers topics relevant for IT staff that is participating in designing support systems for services, Business personnel involved in service modeling projects, and executives involved in service selection and portfolio decisions. The course makes use of real-world case studies to illustrate specific aspects of service analysis, specification, and implementation, and to test student comprehension of the material.

Delivery Format

This course is a graduate-level academic course that carries 3 credits. It is part of Stevens’ Master of Science in Information Systems Program as well as the BPM & Service Innovation Graduate Certificate. The contents of this course can be customized for corporate delivery. The course is available in the following formats:

  • Online via Stevens WebCampus (14 week delivery)
  • Onsite at client location (35 contact hours for academic credit, can be delivered as a five-day module or spread over multiple sessions)
  • On campus at Stevens’ Hoboken NJ campus (15 minutes from midtown Manhattan) (14 week delivery)

Alternative delivery modes (accelerated delivery, hybrid online + face-to-face delivery) are available upon request.