Enginyeria de Requisits pels Serveis

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Obligatòria d'especialitat (Enginyeria de Serveis)
Aquesta assignatura no té requisits
The term 'service' has been defined as "a provider/client interaction that creates and captures value". Value can be considered the quality that renders something desirable or worthwhile. Central to this definition is an understanding of the business context, the stakeholders involved in an exchange and their respective goals and needs. This is the major concern of the course on Requirements Engineering for Services. It covers both requirements elicitation and requirements specification for services. Additionally, since IT is the main driver for innovation in Services, we focus on IT service-oriented requirements engineering.



  • Maria Ribera Sancho Samso ( )


  • Sergio Morales Garcia ( )

Hores setmanals

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Competències Tècniques de cada especialitat

Enginyeria de serveis

  • CEE5.1 - Capacitat per participar en projectes de millora o creació de sistemes de serveis, aportant especialment: a) propostes d'innovació i recerca basades en nous usos i desenvolupaments de les tecnologies de la informació b) l'aplicació dels principis de l'enginyeria del programari i les bases de dades en el desenvolupament dels sistemes d'informació que siguin més adequats, c) la determinació, instal·lació i gestió de la infraestructura/plataforma informàtica necessària per al funcionament eficient dels sistemes de servei.
  • CEE5.2 - Capacitat per aplicar els coneixements obtinguts en sistemes de servei de qualsevol tipus, estant familiaritzat amb alguns d'ells, i amb coneixement profund dels sistemes de comerç electrònic i les seves extensions (eBusiness, eOrganization, eGovernment, etc.).
  • CEE5.3 - Capacitat per treballar en equips interdisciplinaris d'enginyeria de serveis i, disposant de l'experiència de domini necessària, capacitat per a treballar autònomament en sistemes de serveis concrets.

Competències Transversals

Treball en equip

  • CTR3 - Ser capaç de treballar com a membre d'un equip, ja sigui com a un membre més, ja sigui realitzant tasques de direcció, amb la finalitat de contribuir a desenvolupar projectes d'una manera pragmàtica i amb sentit de la responsabilitat; assumir compromisos tenint en compte els recursos disponibles.


  1. To learn how to discover, determine and specify the requirements of a service system.
    Competències relacionades: CEE5.1,
  2. Understand the need for, the importance, the objectives and the context of requirements in service engineeering
    Competències relacionades: CEE5.1,
  3. Ability to formally specify the requirements of a service system using BPM notation
    Competències relacionades: CEE5.1,
  4. To undesrtand the role and possibilities of some IT-intensive techniques for service innovation.
    Competències relacionades: CEE5.1,
  5. Understand the main methods for determining requirements and the situations in which they can be applied. Learn how to use some of them in a Service engineering context
    Competències relacionades: CEE5.1,
  6. To learn the importance of ensuring service quality and the role of Service Level Agreements
    Competències relacionades: CEE5.1,
  7. Understand some real example cases of service desing where IT-based innovation and/or requirements engineering play a significant role
    Competències relacionades: CEE5.2,
  8. Poder participar de forma efectiva en equips de projectes de sistemes molt complexos o de dominis molt especialitzats.
    Competències relacionades: CEE5.3, CTR3,


  1. Introducció a l'enginyeria de Requisits per Serveis.
    Service and service system definition.
    Life Cycle for Service Design.
    Requirements engineering process for services.
  2. Domain understanding.
    Business context.
    Business Goals.
    Business Stakeholders.
    Business use cases.
  3. Service identification.
    Service context.
    Service system goals.
    Service stakeholders (provider, customer, actors).
    Service value and satisfaction argument.
    Service blueprinting
    Service system use cases
  4. Service specification.
    Business Process Modeling
    Data-centric BPMN
  5. Service Design Techniques.
    Service Encounters & Touch Points (orchestration and choreography).
    Person to Person (P2P), Tech Enhanced P2P, & Self-Service.
    Multi-Channel & Multi-Device Contexts.
    Context-Aware & Computational Contexts.
  6. Requirements Elicitation Techniques.
    Ethnography Continuum & Techniques (Observation, interviews, focus groups).
    Document anthropology and archeology.
  7. Service Quality and Service Level Agreement.
    Service Quality and Service Level Agreement.
  8. Course Retrospective.
    Course Retrospective.


Activitat Acte avaluatiu

Presentació del Curs

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Retrospectiva de l'assignaura

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Metodologia docent

The course will be taught using the PBL (Project-Based Learning, or Problem-Based Learning) approach.

There is a conventional class (one hour a week) in which the teacher explains general themes, formulate and discuss central points of the course or aspects not completely covered in the other course activities.

One of the main parts of the course is the determination of the requirements of a given service system. The teacher will set out a specific situation (which will vary between courses) in which students have to determine and specify the requirements, using previously learnt methods and languages. This work will be carried out in groups. The number of students in each group and its precise composition will be established at the beginning of the course. Each grup nominates a coordinator,and a secretary. Each group will meet at least once a week for one or two hours, at a pre-arranged time. There will be at least two submissions of the group's work during the course.

The other important part of the course involves carrying out short exercises and papers reading. The teacher will set around ten exercises and/or papers during the course. Each student must submit his or her own solution to the exercises within the set deadlines (students are given roughly a week to do each exercise). The papers have to be shortly presented by an appointed student during a preestablished project class. This presentation will open a discussion and all the students are expected to participate. Carrying out the exercises or reading and presenting the papers involves the learning of new knowledge.

Finally, the students will be exposed to real experiences covering different aspects of service requirements. Some individual exercises will remark the lessons learned through this real cases.

Mètode d'avaluació

Continuous assessment comprises three parts: Group work (30%), individual exercises and paper presentations (35%), student participation (25%) and the cross competence (10%).

Assessment of group work is applied equally to all the group members. It is based on the work done (documents or, where applicable, deliverables). As indicated earlier, there will be at least two submissions of the group's work during the course.

Each student is assessed on the individual exercises and presentations about research papers. At least six exercises/presentations must be done during the course and before the deadline established in each case. The grade awarded is the average of all delivered/presented exercices and presentations.

Students are also graded on their individual participation. This is based on their contribution to group work, the role in the group, the level of assistance to the work meetings and classes, and their general participation in the various activities making up the course. A student is evaluated on participation only if the student attends at least the 80% of the scheduled meetings and classes.

The evaluation of the cross competence is also individual.



  • Requirements engineering - Axel van Lamsweerde, Willey, 2009.
  • Requirements Engineering - Pohl, Klaus, Springer, 2010.
  • Designing Service Systems by Bridging the Front Stage & Back Stage - Glushco; Tabas,
  • Service Blueprinting: a Practical Technique for Service Innovation - Bitner et al.,
  • Business Process Management: Practical Guidelines to Successful Implementations - Jeston, John; Nelis, Johan, Elsevier, 2006.
  • Business Process Modeling Notation Specification, version 2.0. - Object Management Group (OMG), 2011.