Services research


The goal of our research is to improve substantially and even alter fundamentally how IT services are delivered.

Our approach is to design intelligent service systems that use data and analytics as the basis for understanding and implementing ongoing improvements in the efficiency and effectiveness of services over their whole lifecycle.

Services lifecycle

In the individual projects, we work on the fundamental building blocks, e.g. defining which data and metrics are needed, how to acquire the data, and intelligent data management and linking. At the analytics layer we devise and implement intelligent service systems, e.g. for change risk assessment or asset refresh. We are planning to expand our scope to include behavioral analysis acknowledging the importance of the human actors in services systems.