IT SERVICE SCIENCE A FUTURE IN IT Service Science
WHAT IS SERVICE SCIENCE? IT service means different things in different contexts. It can be a function like online shopping, the delivery of a program over the internet like a mobile app, or a facility like an automated updater for an operating system. Service Science focuses on the design and implementation of services-based systems to provide value for external or internal customers. Service science creates interacting systems that encompass people, technology and business and draw on existing IT disciplines in computer sciences. For example, Microsoft Office 365 delivers Office applications through a web browser and cloud storage. Eroad s truck monitoring system allows firms to check load weights and monitor refrigeration. Google Docs provides cloud-based document storage so users can access documents anywhere, anytime. The selection, management and maintenance of computer infrastructure of mainly web-based services are an important part of Service Science and occur across a wide range of industry settings and incorporate a range of business administration functions such as sales processing, procurement, systems installations, operations management, customer service roles. Are you interested in service provision and service management in IT, needs analysis, operations strategy and control and security management? Are you keen to help companies operate more effectively through ICT and cloud and service oriented computing? Then this could be a great career path for you.
OUTLOOK AND TRENDS ICT service is at the forefront of an increasingly connected and digital world. Every organisation uses software and information technology in one form or another and need people to design and construct service systems, as well as improve their productivity, quality and innovation. The ICT service sector is the fastest growing sector of the economy in most industrialised nations. It is also growing rapidly in developing nations. Security of personal and private information and knowledge means companies need to develop policies and procedures that protect their data from those inside and outside the company, and also protect other companies from the action of employees who may inadvertently contravene security of other companies. Companies are rapidly shifting to cloud computing and using big data analytics to leverage competitive advantage using cloud experts such as Amazon Web Services. Many large computing firms are reconfiguring their software to provide services-oriented computing. The uptake of smart phones, tablet computers and other mobile devices by companies, as well as personal users, continues to grow, as does the use of cloud-based Apps, file sharing and storage. New Zealand mobile broadband users increased by 34% in the June 2012 year to 2.5 million; this is over half the population. These users need service-based ICT support (NZ Sectors report 2013). Overseas prospects are strong for service science graduates who enter jobs in organisations such as PPF Company (Vietnam operation), Harvey Nash and Bosch. There is a shortage of graduates with ICT and business knowledge, as well as a shortage of highly skilled ICT professionals. Technical skills are no longer enough. WORK SETTINGS Many companies offer graduate programme schemes that rotate graduates through all areas of their business. IT Service Science graduates normally work in teams within projects. They generally begin in support or service delivery teams, then move into roles such as business analyst, tester, member of requirements analysis or continuous improvement team, or management roles. PROFESSIONAL REGISTRATION There is no compulsory registration in this industry but it is recommended graduates belong to the NZ Institute of IT Professionals (IITP), and two international organisations; the Association of Computing Machinery (ACM) and Institute of Electrical and Electronics Engineers (IEEE). SKILLS & KNOWLEDGE Ability to analyse IT needs Understanding of the function of contemporary IT service, security and operations management practices and strategies Ability to integrate and relate information security frameworks with technical and non-technical requirements A sound technical understanding of contemporary IT service and operations management practices, and computing systems and hardware infrastructure Competency in streamlining organisational systems and processes using IT based solutions Capable of managing IT installations and service level contracts Knowledge and experience in contemporary architectures and tools An understanding of introductory concepts in networks, databases, data and process modelling Competency with introductory programming concepts and techniques Ability to develop and apply appropriate information technologies and tools for enterprise systems Ability to effectively match business needs with integrated ICT solutions. PERSONAL ATTRIBUTES Analytical person who pays attention to detail Independent, critical and reflective Effective and articulate communicator, verbally and written Open minded, collaborative team person Innovator who enjoys experimenting, exploring, finding new and accessible ways to use things
CAREER DIRECTION Service delivery and innovation: Ensure IT service levels are maintained and performance objectives are met. Strong staff management and communication skills are important at managerial level because a service delivery manager will be responsible for service desk and desktop support personnel. Entry role - IT service support, service desk analyst Role with experience service delivery manager, service quality specialist / manager Operational strategy and control: Involves developing strong processes for aligning IT infrastructure and operations with the business goals of an organisation. This requires the application of key IT operations management and service frameworks such as ITIL and CobiT to the business strategic plan and operations. Entry role IT service coordinator, business analyst Role with experience - IS operational and strategies manager, IT manager / CIO Needs Analysis and Acquisition: Involves identifying information technology solution requirements, investigating and evaluating suitable solutions such as software, platform and vendors, and planning solutions. This also includes identifying training requirements and planning training programs. Entry role business analyst Role with experience - solutions architect, senior project manager Systems design and analysis: Involves working on the delivery mechanisms and services of organisations, including IT project management, business or feasibility analysis. Entry level role - business and/or systems analyst, systems analyst, junior engineer (networking, systems, databases) Role with experience - solutions architect Security Management: Involves management of information security for organisations, and its relationship with law, ethics, culture, and standards. Includes the frameworks, processes and measures involved in building secure operational environments for businesses and individual users. The ability to design secure information technology environments is another important requirement. Entry level role - trainee security analyst Role with experience - security manager Knowledge intensive services: Involves working with organisations to identify important knowledge trends in data. This could be within a team interacting with data analysts, database specialists and data warehousing specialists to develop application frameworks for processing big data problems. Entry level role - systems analyst, data analyst, database designer Role with experience - business intelligence solution architect Enterprise architecture: Involves taking a strategic view of an organisation s resource allocation providing a clear strategic direction, identifying how and what resources are needed to achieve those goals. Usually only found in medium or large organisations. Entry level role - roles relating to understanding business and how business uses information technology. Role with experience - enterprise architect SALARY BANDS IT service coordinator/ service help desk Usual salary (per year) $36,000 - $55,000 Junior business analyst $40,500 - $70,000 Security specialist $90,000 - $120,000 Service delivery manager $95,000 - $130,000 Solutions architect $100,000 - $140,000 Sources: Hudson 2014 Salary Guide/ Trade Me. Salary range is indicative of the New Zealand job market at the time of publication and should only be used as a guide. THE AUT ADVANTAGE AUT is currently the only New Zealand university offering a dedicated service science major within an ICT degree, following a growing number of overseas universities also offering service science degree programmes. FURTHER STUDY OPTIONS Graduates can extend their service science expertise through a Master of Service Oriented Computing (MSOC), Master of Computer and Information Sciences (MCIS), or other relevant Masters programmes. The MSOC is a professional master s degree that deepens skills in cloud computing and service oriented computing sectors. There are also Master of Philosophy and Doctor of Philosophy options.
Daniel Jones Business Systems Analyst (BSA) at WEX Incorporated Bachelor of Computer and Information Sciences in IT Service Science I work on the front line of a software development house that designs and implements global fuel card systems and financial solutions (as SaaS) for the world s major oil companies. This involves integration with a multitude of global information systems including banking systems, POS terminals, card fulfilment vendors, business intelligence systems and more! As a client facing business system analyst, my main tasks are to classify requirements, ensuring they are well understood, well defined and of high quality. I do estimates and provide support to project managers. I also provide demonstrations on our platform to customers, manage change requests and produce design documents. The job involves communicating globally via conference calls and travelling overseas to deliver face-to-face communication and provide SME knowledge to customers. I started as a Business Analyst in December 2012 when there were 30 employees; last week we hit 170! EMPLOYER COMMENT We look for people with a good comprehension of process, technology and people and how everything fits together not just theory about isolated areas of computer science. We want someone keen and energetic who will relate what they ve learnt to their understanding of the world. They also need a good reality check on what the next few years might look like for them, but maintain their vision of where they want to be. Graduates need to research the industry and companies of interest to them and focus on what they can offer as a graduate and be enthusiastic during the interview. They must know their limitations, be confident and real. WEX Incorporated Human Resources
IT SERVICE SCIENCE USEFUL WEBSITES IBM www.ibm.com/nz/en/ Hewlett Packard - job sections http://h30631.www3.hp.com/ On-line Service Science journals NZ Sectors Report, 2013 at http://www.mbie.govt.nz/what-we-do/businessgrowth-agenda/sectors-reports-series For the most up-to-date IT service science information, visit our website: www.aut.ac.nz/service-science You can also contact the AUT Student Centre team for help and advice: 0800 AUT UNI (0800 288 864) email: studentcentre@aut.ac.nz CITY CAMPUS 55 Wellesley Street East, Auckland Central NORTH SHORE CAMPUS 90 Akoranga Drive, Northcote, Auckland SOUTH CAMPUS 640 Great South Road, Manukau, Auckland AUT MILLENNIUM 17 Antares Place, Mairangi Bay, Auckland Connect with us now: www.aut.ac.nz/social The information contained in this career sheet was correct at time of print, January 2015