A simulation approach to decision making in IT service strategy.
We propose to use simulation modeling to support decision making in IT service strategy scope. Our main contribution is a simulation model that helps service providers analyze the consequences of changes in both the service capacity assigned to their customers and the tendency of service requests received on the fulfillment of a business rule associated with the strategic goal of customer satisfaction. This business rule is set in the SLAs that service provider and its customers agree to, which determine the maximum percentage of service requests that are permitted to be abandoned because they have exceeded the waiting time allowed. To illustrate the use and applications of the model, we include some of the experiments conducted and describe our conclusions.
Department of Computer Science and Engineering, University of Cadiz, C/Chile 1, 11003 Cadiz, Spain.
Elena
0000-0002-3398-9746
E
Orta
Department of Computer Science and Engineering, University of Cadiz, C/Chile 1, 11003 Cadiz, Spain.
Mercedes
0000-0002-8527-4734
M
Ruiz
D003198:Computer Simulation; D003258:Consumer Behavior; D003657:Decision Making; D006801:Humans; D007256:Information Systems; D008962:Models, Theoretical