Simulation for IT Service Desk Improvement

Peter Bober

Abstract


IT service desk is a complex service that IT service company provides to its customers. This article provides a methodology which uses discrete-event simulation to help IT service management to make decision and to plan service strategy. Simulation model considers learning ability of service desk agents and growth of knowledge database of the company. Model shows how the learning curve influences the time development of service desk quality and efficiency. This article promotes using simulation to define quantitative goals for the service desk improvement.


Keywords


service desk; improvement; simulation; learning; knowledge database

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References


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DOI: http://dx.doi.org/10.12776/qip.v18i1.343

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Copyright (c) 2014 Peter Bober

ISSN 1335-1745 (print)
ISSN 1338-984X (online)
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