Proceedings ArticleDOI
Simulation Environment for IT Service Support Processes: Supporting Service Providers in Estimating Service Levels for Incident Management
Christian Bartsch,Marco Mevius,Andreas Oberweis +2 more
- pp 23-31
TLDR
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).Abstract:
Because of a steadily increasing market for IT services, providers need to set apart from their competitors in order to successfully assert with their service offerings in the market. As compliance with negotiated service levels is becoming more and more important for service providers, the improvement of the quality of operational IT service support processes is coming to the fore. In this paper we present an approach based on discrete-event simulation in order to do a priori estimations on ticket workloads within a skills-based IT service desk. Service providers can perform tool-supported capability planning (analysis & optimization) during design time based on the potential impact of ticket workloads to agreed service levels. We additionally show how obtained results can be taken into account for determining service levels in Service Level Agreements (SLA).read more
Citations
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Journal ArticleDOI
Fundamentals of Queueing Theory
TL;DR: The Fundamentals of Queueing Theory, Fourth Edition as discussed by the authors provides a comprehensive overview of simple and more advanced queuing models, with a self-contained presentation of key concepts and formulae.
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
Simulation for IT Service Desk Improvement
TL;DR: Simulation model shows how the learning curve influences the time development of service desk quality and efficiency and promotes using simulation to define quantitative goals for the service desk improvement.
BookDOI
Applied Computer Sciences in Engineering
TL;DR: The conclusion is that it is necessary to implement politics and processes in MSCSD to promote knowledge management and that must change the culture in organizations.
Archival analysis of service desk research: New perspectives on design and delivery
TL;DR: In this article, the authors made a twofold contribution to service desk research: first, they provided an understanding of service desk functions and the challenges faced by organisations in delivering those functions; and second, they identified established and emerging areas in the service desk field.
References
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Book
Simulation Modeling and Analysis
Averill M. Law,W. David Kelton +1 more
TL;DR: The text is designed for a one-term or two-quarter course in simulation offered in departments of industrial engineering, business, computer science and operations research.
Book
Fundamentals of queueing theory
TL;DR: The Fundamentals of Queueing Theory, Fourth Edition as discussed by the authors provides a comprehensive overview of simple and more advanced queuing models, with a self-contained presentation of key concepts and formulae.
Journal ArticleDOI
Fundamentals of Queueing Theory
TL;DR: The Fundamentals of Queueing Theory, Fourth Edition as discussed by the authors provides a comprehensive overview of simple and more advanced queuing models, with a self-contained presentation of key concepts and formulae.
Journal ArticleDOI
Software process simulation modeling: Why? What? How?
TL;DR: An overview of work being conducted in software process simulation modeling is provided, offering some guidance in selecting a simulation modeling approach for practical application, and recommending some issues warranting additional research.
BookDOI
Discrete-event simulation
TL;DR: This book describes the fundamentals of discrete-event simulation from the perspective of highly interactive PC and workstation environments and includes a detailed account of alternative modeling and programming methods and a description of the principal concepts of delay systems.