A Simulation Approach to Decision Making in IT Service Strategy
Joint Authors
Source
Issue
Vol. 2014, Issue 2014 (31 Dec. 2014), pp.1-9, 9 p.
Publisher
Hindawi Publishing Corporation
Publication Date
2014-03-26
Country of Publication
Egypt
No. of Pages
9
Main Subjects
Medicine
Information Technology and Computer Science
Abstract EN
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.
American Psychological Association (APA)
Orta, Elena& Ruiz, Mercedes. 2014. A Simulation Approach to Decision Making in IT Service Strategy. The Scientific World Journal،Vol. 2014, no. 2014, pp.1-9.
https://search.emarefa.net/detail/BIM-1051234
Modern Language Association (MLA)
Orta, Elena& Ruiz, Mercedes. A Simulation Approach to Decision Making in IT Service Strategy. The Scientific World Journal No. 2014 (2014), pp.1-9.
https://search.emarefa.net/detail/BIM-1051234
American Medical Association (AMA)
Orta, Elena& Ruiz, Mercedes. A Simulation Approach to Decision Making in IT Service Strategy. The Scientific World Journal. 2014. Vol. 2014, no. 2014, pp.1-9.
https://search.emarefa.net/detail/BIM-1051234
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references
Record ID
BIM-1051234