Service Engineering and Management (SEM)


The “Service Engineering and Management” (SEM) master program responds to a worldwide demand for the growth and innovation of services. As services become an increasingly important part of value creation in modern societies and economies, their complexity and scope increase, becoming globally dispersed. Thus, it becomes necessary to model, develop and operate integrated systems for client-centred, sustainable services, based on interdisciplinary approaches (engineering, management, marketing, human psychology) with IT support using advanced technologies: Web, Cloud, SOA.

Relevance to the job market

The courses taken in the SEM master’s program offer the following range of knowledge:

  • Modelling and implementation of business process flows in the field of services;
  • Development of IT applications for services using modern technologies: SOA, web, cloud;
  • Capacity planning for services; adapting capacity to demand; automating front- and back-office processes.

Required knowledge

Computer programming, databases, communication protocols, information systems and computer networks, data flow modelling, discrete event systems.

Competences and skills acquired

  • Working with scientific concepts and methods in interdisciplinary fields;
  • Integration of concepts and methods specific to economic sciences and marketing in the development of services;
  • Integration of the principles of psychology and communication in the development of services;
  • Modelling and implementation of business process flows in the field of services;
  • Development of SOA (Service Oriented Architecture), ESB (Enterprise Service Bus) and SaaS (Software as a Service) architectures;
  • Development of IT applications for services;
  • Web, Cloud and automation technologies for services

Course structure

Year I, semester I

Course 1:Modelling of Economic Processes
Course 2:Data Mining and Data Warehousing
Course 3:Architecture of Enterprise Information Systems
Course 4:Network and Systems Security
Course 5:Scientific Research 1
Course 6 (elective):Communication Management and Cognitive Psychology
Knowledge Engineering and Service Ecosystem
Facultative course:Design and management of educational programs

Year I, semester II

Course 1:Business Process Modelling
Course 2:Web Services and Development Tools
Course 3:Service Management. Strategy and Innovation
Course 4:Supply Chain Management and Logistics
Course 5:Scientific Research 2
Course 6 (elective):Digital Marketing
New Services with IoT and Mobile Technologies
Facultative courses:Psychopedagogy of adolescents, young people and adults
Counselling and guidance / Multimedia in education (Optional 1)

Year II, semester I

Course 1:Business Process Integration and Management
Course 2:Accounting and Financial Management of Business
Course 3:Service Operations and Customer Relationship Management
Course 4:Entrepreneurship and Intellectual Property
Course 5:Scientific Research 3
Course 6 (elective):eServices for Administration and Business
New Services with IoT and Mobile Technologies
Facultative courses:Didactics of the field and developments in the didactics of the specialization
Sociology of Education / Intercultural Education (Optional 2)

Year II, semester II

Course 1:Scientific research, practice and development of master’s thesis
Course 2:Ethics and Academic Integrity

Research Themes

  • Performance evaluation for classification and clustering algorithms
  • Modelling systems for services
  • Software system for the management of IaaS Cloud services
  • System for checking and enforcing security policies in a Cloud system
  • Capacity planning in public transport services
  • Optimizing the allocation of resources for job shop and flow shop processes
  • Orientation of manufacturing and automatic driving processes towards services
  • Aggregation of microservices in the Bluemix environment
  • Services with IoT technologies
  • Cloud models and services for GPU-based infrastructures
  • Web services with mobile devices
  • Robotic Process Automation (RPA) of back-office processes for services

Programming languages ​​and technologies used

JAVA/JADE, ILOG CPLEX OPL, Excel (Solver, Data analysis), C++, SQL, Linux, BASH, Matlab, Cloud Bluemix, MySQL, DB2, BluePrism

Other information

Teaching language: English
Partner companies: IBM, ORTEC
International partnerships: ERASMUS

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