Service Systems Research (SSR) - Service Models

Dr. Sanz held positions as a global executive in business both in IBM and in other companies. He also had local and overseas positions in academia, as a professor and president. At the present time, he works as a research staff member of the IBM Almaden Research Center in San Jose, California. Dr. Sanz's interests are in the wide area of business modeling, business architecture, services research, offshoring, and strategy consulting. He is a Fellow Member of the IEEE since 1990.

Joseph Kramer is a researcher at IBM T.J. Watson Research Center with over 16 years of industry experience in User Interface and design experience. Joseph's current research is aimed at helping narrow the gap between Business and IT through definition of service models. Previous work has centered on the fusion of HCI and Marketing and the development and utilization of participatory methodologies for user interface development in both traditional Graphical User Interfaces and the Web. Prior to working for IBM TJ Watson Research Center. Joseph was a developer and lead UCD practitioner at the New York Stock Exchange and Bellcore, where he was involved in methodology development, strategic planning, task analysis, GUI design, and usability testing on numerous software products for the securities and telecommunications industry. While at Bellcore, Joseph collaborated in the development of the BRIDGE methodology, currently utilized by numerous companies in the design of software systems. He has executed and facilitated design activities for many projects in industry. At the NYSE, Joseph co-led the development of the 10 yr strategic plan for the NYSE. Joseph has presented at UPA, CHI, APCHI and HFES conferences and has co-authored a book chapter describing methods for bridging the gap in design. (Dayton, McFarland, & Kramer, 1998).

Ying Tat Leung is a Research Staff Member in the Almaden Services Research Department at the IBM Almaden Research Center in San Jose, California. He is currently working on modeling of various aspects of service enterprises, including business strategy, business performance, and value of business transformation. Working alongside colleagues in Global Business Services, he also serves as a technical consultant to IBM clients. From 2000-2005, he was the Research Relationship Manager for IBM's Global Consumer Products Industry, serving as a link between the Research Division and the Consumer Products Industry organizations within IBM. Before moving to Almaden, he spent almost 10 years at the IBM Thomas J. Watson Research Center in New York, working on subjects in supply chain management, including demand planning, inventory replenishment, and product pricing. He served on the Industrial Advisory Board of the School of Industrial Engineering and Management, Oklahoma State University, from 2001-2006 and has been on the editorial board of International Journal of Industrial Engineering: Theory and Applications since its debut in 1994. Ying Tat holds a B.Sc. degree from the University of Hong Kong, M.S. and Ph.D. degrees in Industrial Engineering from the University of Wisconsin - Madison

Kelly Lyman works in Services Research at the IBM Almaden Research Center in San Jose. Since joining IBM Research in 2003, she has worked in the area of business modeling. She has expertise in product management and user-centered design leadership. Prior to IBM, Kelly managed a user experience group for a product line at PeopleSoft and worked at a start-up as an internet consultant. She completed her education at Carnegie Mellon and holds a Masters in Human-Computer Interaction, Bachelors of Human-Computer Interaction, and a Bachelors in Information Design.

Ignacio Terrizzano has over twenty years of professional Software Development experience, having worked for IBM for 6 years, and at HP for 15 years. At IBM he started his career in compiler development, working on vectorization techniques in the VS FORTRAN product set. He continued working on compilers at HP, followed by development work in Internationalization, NonStop Architecture, and Development Environments, where he led a large team in the successful deployment of wide distribution software. He rejoined IBM in 2006, working at Almaden Services Research. Ignacio holds a Master's Degree in Computer Science from the University of Colorado, and a Bachelor of Science Degree in Computer Science from the University of Santa Clara.