Service and System Thinking
Department of Computer Systems and Communications
Academic Year: 2024-2025
Francesco Caputo
fcaputo@mail.muni.cz
Introduction
Learning objectives: The course endeavours to provide students with a distinctive opportunity to
cultivate a robust conceptual framework, enabling them to perceive problems in a holistic manner while
fostering an appreciation for diverse perspectives. Building upon the foundational knowledge instilled in
the 'Introduction to Service Science' course, this curriculum is meticulously designed to cultivate a
diverse set of critical and reflective thinking skills. The ultimate goal is to empower students with a
competitive edge, not only in theoretical comprehension but also in the practical application of their
knowledge. By instilling a comprehensive understanding of the intricate interplay between technology
and society, the course aims to produce graduates who are not only well-versed in theoretical principles
but also adept at applying this knowledge in real-world scenarios. Through this holistic approach,
students are poised to emerge as well-rounded professionals capable of addressing the complexities of
the contemporary IT landscape with confidence and innovation.
Course contents: The course will offer to the student first elements about: Service Marketing; Systems
Approaches; Systems thinking; Market and Stakeholder Analysis; Value co-creation paths and
approaches; Service Management between human and digital dimensions
SUMMARY OF THE COURSE
2
Teaching methods: Presentations + case studies
Assessment methods: Case study & project work (12hrs of group work inc. a final presentation). The
course mandates the practical application of theoretical concepts assimilated in class, directing students
to explore the intricate dynamics of our social and economic sectors. To achieve this, students are tasked
with selecting a specific firm for in-depth analysis, delving into the ways in which the strategies and
behaviors of the chosen company exemplify the principles of service and systems thinking. The project
work becomes an immersive exercise, compelling students to scrutinize the identified firm
comprehensively. By articulating how the organization's strategies align with the principles of service
and systems thinking, students are challenged to draw meaningful connections between theoretical
frameworks and practical manifestations within the business realm. This process necessitates a nuanced
understanding of how service-oriented principles and systemic thinking can be intricately interwoven to
shape the strategies and operations of a modern enterprise
Recommended literature: Barile S. (2023). Systems thinking and viable systems. Giappichelli, Torino.
SUMMARY OF THE COURSE
3
Lessons:
Monday 16:00 – 19:50 (B410)
Tuesday 14:00 – 15:50 (A320)
Wednesday 14:00 – 15:50 (B410)
Thursday 10:00 – 11:50 (A318)
Thursday 14:00 – 15:50 (A318)
Friday 12:00 – 15:50 (A320)
Consultation hours:
Before and after the lectures
SCHEDULE
4
Please contact me and stay tuned
Linkedin
FOR ANY QUESTIONS
5
Email Skype