Discrete event simulation modeling of resource planning and service order execution for service businesses
Young M. Lee,Lianjun An,Sugato Bagchi,Daniel Patrick Connors,Shubir Kapoor,Kaan Katircioglu,Wei Wang,Jing Xu +7 more
- pp 2227-2233
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TLDR
A framework for developing discrete-event simulation models for resource-intensive service businesses is presented, aided by an information meta-model, which componentizes modeling objects of service businesses and allows effective integration of the components.Abstract:
In this paper, we present a framework for developing discrete-event simulation models for resource-intensive service businesses. The models simulate interactions of activities of demand planning of service engagements, supply planning of human resources, attrition of resources, termination of resources and execution of service orders to estimate business performance of resource-intensive service businesses. The models estimate serviceability, costs, revenue, profit and quality of service businesses. The models are also used in evaluating effectiveness of various resource management analytics and policies. The framework is aided by an information meta-model, which componentizes modeling objects of service businesses and allows effective integration of the components.read more
Citations
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Journal ArticleDOI
Decision-making in IT service management
TL;DR: A novel decision-making framework whose main component is a specific methodology to systematically build simulation models that help solve real-world organization problems applying ITIL recommendations is proposed.
Journal ArticleDOI
Applying Discrete Event Simulation (DES) in Healthcare: The Case for Outpatient Facility Capacity Planning
TL;DR: A case study of a health insurance provider that operates a network of six outpatient medical facilities in the US shows that significant performance improvements for the network operator can be achieved with applying DES method to support the network facility capacity planning process.
Journal ArticleDOI
Met4ITIL: A process management and simulation-based method for implementing ITIL
Elena Orta,Mercedes Ruiz +1 more
TL;DR: A novel method for implementing ITIL which is based on business process management lifecycle and simulation modeling is introduced and an application of the method to implement the incident management process in a Spanish company is presented.
Proceedings ArticleDOI
Simulation Environment for IT Service Support Processes: Supporting Service Providers in Estimating Service Levels for Incident Management
TL;DR: An approach based on discrete-event simulation is presented in order to do a priori estimations on ticket workloads within a skills-based IT service desk and how obtained results can be taken into account for determining service levels in Service Level Agreements (SLA).
Proceedings ArticleDOI
The Managed Readiness Simulator: A force readiness model
TL;DR: An overview of a force readiness simulation tool that has been developed for the Canadian Forces is presented, and two examples of how MARS has been applied to current CF problems are also included.
References
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Book
Business Dynamics: Systems Thinking and Modeling for a Complex World
TL;DR: Requirements for the effective use of system dynamics are discussed and a successful application to a difficult business issue is illustrated.
Journal ArticleDOI
Business Dynamics—Systems Thinking and Modeling for a Complex World
TL;DR: This book is most obviously relevant to practitioners who already have some experience of multiagency facilitation, but might also serve as an introduction to working in this arena, if carefully supplemented with further reading and exploration of the topics it covers.
System Dynamics: Systems Thinking and Modeling for a Complex World
TL;DR: The field of system dynamics, created at MIT in the 1950s by Jay Forrester, is designed to help us learn about the structure and dynamics of complex systems in which we are embedded, design high-leverage policies for sustained improvement, and catalyze successful implementation and change as discussed by the authors.