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 re...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Wiley
2014-01-01
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| Series: | The Scientific World Journal |
| Online Access: | http://dx.doi.org/10.1155/2014/829156 |
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| _version_ | 1832567346598772736 |
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| author | Elena Orta Mercedes Ruiz |
| author_facet | Elena Orta Mercedes Ruiz |
| author_sort | Elena Orta |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-f362f8432b8c4ef9affb1f8f0ea6ef7e |
| institution | Kabale University |
| issn | 2356-6140 1537-744X |
| language | English |
| publishDate | 2014-01-01 |
| publisher | Wiley |
| record_format | Article |
| series | The Scientific World Journal |
| spelling | doaj-art-f362f8432b8c4ef9affb1f8f0ea6ef7e2025-02-03T01:01:51ZengWileyThe Scientific World Journal2356-61401537-744X2014-01-01201410.1155/2014/829156829156A Simulation Approach to Decision Making in IT Service StrategyElena Orta0Mercedes Ruiz1Department of Computer Science and Engineering, University of Cadiz, C/Chile 1, 11003 Cadiz, SpainDepartment of Computer Science and Engineering, University of Cadiz, C/Chile 1, 11003 Cadiz, SpainWe 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.http://dx.doi.org/10.1155/2014/829156 |
| spellingShingle | Elena Orta Mercedes Ruiz A Simulation Approach to Decision Making in IT Service Strategy The Scientific World Journal |
| title | A Simulation Approach to Decision Making in IT Service Strategy |
| title_full | A Simulation Approach to Decision Making in IT Service Strategy |
| title_fullStr | A Simulation Approach to Decision Making in IT Service Strategy |
| title_full_unstemmed | A Simulation Approach to Decision Making in IT Service Strategy |
| title_short | A Simulation Approach to Decision Making in IT Service Strategy |
| title_sort | simulation approach to decision making in it service strategy |
| url | http://dx.doi.org/10.1155/2014/829156 |
| work_keys_str_mv | AT elenaorta asimulationapproachtodecisionmakinginitservicestrategy AT mercedesruiz asimulationapproachtodecisionmakinginitservicestrategy AT elenaorta simulationapproachtodecisionmakinginitservicestrategy AT mercedesruiz simulationapproachtodecisionmakinginitservicestrategy |