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A simulation approach to decision making in IT service strategy.
1Department of Computer Science and Engineering, University of Cadiz, C/Chile 1, 11003 Cadiz, Spain.
Thescientificworldjournal
|May 3, 2014
Summary
This study introduces a simulation model to help IT service providers optimize customer satisfaction. The model analyzes how service capacity and request rates impact adherence to service level agreement (SLA) abandonment rules.
Area of Science:
- Information Technology
- Operations Research
- Business Analytics
Background:
- IT service providers face challenges in balancing service capacity and customer demand.
- Customer satisfaction is a key strategic goal, often governed by Service Level Agreements (SLAs).
- SLAs typically include rules on acceptable request abandonment rates due to waiting times.
Purpose of the Study:
- To develop and present a simulation model for IT decision-making.
- To enable analysis of the impact of service capacity and request patterns on SLA compliance.
- To support strategic decisions for enhancing customer satisfaction.
Main Methods:
- Development of a discrete-event simulation model.
- Analysis of key performance indicators related to service request fulfillment.
- Experimentation with varying service capacity and request arrival rates.
Main Results:
- The simulation model effectively predicts the consequences of changes in service capacity and request volume.
- Identified critical thresholds for service capacity to maintain SLA compliance.
- Demonstrated the model's utility in evaluating different IT service strategies.
Conclusions:
- Simulation modeling is a valuable tool for IT service strategy and decision support.
- Proactive management of service capacity and understanding request patterns are crucial for customer satisfaction.
- The model provides actionable insights for IT service providers to meet SLA obligations.
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