Simulation environment for IT service support processes
Year:
2010
Authors/Eds.:
Christian Bartsch, Marco Mevius, Andreas Oberweis
Type of publication:
proceeding
Source:
Proceedings of the 2nd International Conference on Information, Process, and Knowledge Management (eKNOW'10), pp.23-31, IEEE Computer Society, 2010.
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).
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