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Service Systems

IBM Research - Brazil

Claudio Pinhanez, Leader,
Service Systems.

The Service Systems group of IBM Research - Brazil does research focused on service systems and their science, technology, management, and innovation. All of us are surrounded by and depend on service systems made of a complex mix of people, machines, processes, and technology. The mission of this group is to create knowledge which significantly improves the efficiency, quality, and sustainability of such service systems.

An important part of our research focuses on IBM's own service businesses, including our IT-based services such as strategic outsourcing, managed business processes, and IT consulting. Our goal is to create new and better methods to manage and deliver such services and to create technologies that truly innovate the landscape of IT services. We also research methods and technology to improve IBM's business consulting and application services, looking for breakthroughs to increase consistency, quality, and efficiency.

The Service Systems group also researches technology that can systematically improve the service systems that are essential to our daily life, such as transportation, banking, retail, and government systems. We are part of the global effort of creating a new framework for innovation in services called Service Science, which encompasses contributions of multiple disciplines including Engineering, Management, Economy, Social Sciences, and Design. The goal is to create new scientific and technological theories, methods, and knowledge that can enable innovations and productivity increases at similar scale and speed as experienced by agricultural and manufacturing systems in the 20th century.

Selected related publications: