Please note! Course description is confirmed for two academic years, which means that in general, e.g. Learning outcomes, assessment methods and key content stays unchanged. However, via course syllabus, it is possible to specify or change the course execution in each realization of the course, such as how the contact sessions are organized, assessment methods weighted or materials used.


The student learns how to design, analyse, and manage services and service systems and the processes supporting sustainable value creation in service operations.

The course develops knowledge, methods, and tools for developing and managing services in digitally enabled, networked, value-driven, and sustainable businesses.

Credits: 5

Schedule: 11.01.2023 - 05.04.2023

Teacher in charge (valid for whole curriculum period):

Teacher in charge (applies in this implementation): Pekka Töytäri, Risto Rajala

Contact information for the course (applies in this implementation):

CEFR level (valid for whole curriculum period):

Language of instruction and studies (applies in this implementation):

Teaching language: English. Languages of study attainment: English


  • valid for whole curriculum period:

    The key contents include understanding contemporary multi-actor value creation, service-based business relationships, management of differentiated customer experience, ecosystem-based value creation, customer-focused value innovation map, institutional change of business logic, and through-life performance management.

Assessment Methods and Criteria
  • valid for whole curriculum period:

    Pre-reading assignments, online quizzes, online learning diaries, article review presentations in groups, course essay in groups.

  • valid for whole curriculum period:

    Lectures 32 h.


Substitutes for Courses
SDG: Sustainable Development Goals

    9 Industry, Innovation and Infrastructure

    12 Responsible Production and Consumption


Further Information
  • valid for whole curriculum period:

    Teaching Language : English

    Teaching Period : 2022-2023 Spring III - IV
    2023-2024 Spring III - IV

    Enrollment :

    Registration for Courses: In the academic year 2021-2022, registration for courses will take place on Sisu ( instead of WebOodi. Course size may be limited. Students are given priority as follows: 1) Master s students in Industrial Engineering and Management program, 2) students minoring in Operations Management, 3) exchange students in the Industrial Engineering and management programme, 4) other students