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Service science is about the study of services, service delivery systems and service-based technologies.

It provides a dedicated focus across organisations, industries, digital ecosystems and the web on the:

  • applications
  • innovations of services
  • theoretical foundations
  • technologies.

Why study services?

Service-based industries have become the biggest and fastest-growing sector in the world.

They are a critical part of information systems because they are the basis by which consumers, business and communities seek value through delivered outcomes.

They enable companies to deliver value and competitive differentiation through services such as:

  • big data
  • business processes
  • computing infrastructure
  • middleware platforms
  • smart phones
  • software applications.

Services can be seen in the biggest IT trends and disruptions of the last ten years, including:

  • service-oriented architecture
  • software-as-a-service
  • cloud computing mobile computing and smart devices
  • the Internet of Things
  • global business networks
  • social media and networks.

Our experts

Our discipline brings together a diverse team of experts who deliver world-class education and achieve breakthroughs in research.

Explore our staff profiles to discover the amazing work our researchers are contributing to.

Meet our experts

Adjunct Professor Ji-Ye Mao
Adjunct Professor
Division / Faculty
Service Science,
School of Information Systems
Research fields
Information Systems
Library and Information Studies

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Our discipline is responsible for teaching undergraduate and masters degrees across a broad spectrum of topics related to information systems, including:

  • corporate and cloud information systems
  • digital disruption and innovation
  • design thinking
  • enterprise architecture and systems
  • mobile and pervasive systems.


Research in our discipline has contributed to new advancements and insights into a wide variety of practical applications, including:

  • business strategy and digital competency
  • design-led innovation and digital transformation
  • service languages/techniques (e.g. USDL) and methods (e.g. Enterprise Architecture)
  • service platforms and ecosystems
  • social media, social networks and digital communities
  • ubiquitous computing, smart devices and multimedia.

Research themes

Technical software service analysis

Static and dynamic code analysis to support the re-engineering of large enterprise software as demand-based cloud or web services. This involves the extraction, visualisation and clustering analysis of software dependencies (structural relationships and interactions) of large software systems, interfaces
and logs.

Service-based enterprise architecture methods

Design science capabilities related to extending architecture frameworks which capture and align business and IT systems in single or multi-organisational enterprises (TOGAF/Archimate method).

Personalised service consumption

Analysis and integration of personal, organisational and contextual data, using:

  • multi-media and mobile services
  • video/audio data analysis
  • consumer context analysis (e.g. emotion detection)
  • intelligent agents for service interactions
  • decision support.

Service modeling and design

Design science capabilities related to the modelling of human to automated services inclusive of business and technical, functional and non-functional, aspects (USDL language).

This is relevant for service modelling and cataloguing used in systems design and service delivery platform applications notably  in the public sector (Department of Human Services).

Digital service platforms

Design, implementation and experimentation next-generation service delivery applications involving both commercial firms and open communities, and exploiting service co-creation capabilities of social media platforms.

Applications areas relate to banking (Bank of Queensland, Suncorp) and emergency medicine (Emergency Medicine Foundation).

Service innovation

Design-led innovation methods in action research frameworks in various sectors with significant digital disruptions (e.g. Australia Post, Urban Utilities and Department of Human Services)


Transforming banking service delivery through connected communities

Project leader

Professor Alistair Barros



Project summary

This project aims to develop a deeper understanding of the potential of increased connectedness between customers; specifically for organisations in the services sector. The massive uptake of social technologies demonstrates the high demand for connectedness. However, to date, corporations and their
customers have insufficient means to utilise such communities.

Through the banking sector, the project's outcomes intend to show how digital communities can improve the delivery of services and facilitate new co-delivery and brokerage models.

Legacy2Service: A novel, model-driven technique for re-engineering on-demand software services out of legacy applications

Project leader

Professor Alistair Barros



Project summary

The proliferation of software-as-a-service applications from 'dotcom' players is raising expectations that other industries will make their critical desktop and mainframe software available as web-enabled software-as-a- service and mobile apps. However, manually re-engineering legacy software is notoriously
costly and frequently unsuccessful.

This project will make it easier and quicker to turn stand-alone programs into online services by automating much of the process. Specifically, it will develop tools for:

  • analysing program code to identify points to implement service interfaces
  • displaying existing and new code dependencies visually
  • help with design and implementation of new software layers that link legacy services to the web.

View our student topics

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