The unprecedented scale of Information Technology (IT) service delivery requires careful
analysis and optimization of service systems. The simulation is an efficient way to handle the …

Today, delivery of services is often structured to optimize provider processes and minimize
delivery cost. The impact of the resulting delivery quality on the customers is only rarely …

Abstract Knowledge intensive business services such as IT Services, rely on the expertise of
the knowledge workers for performing the activities involved in the delivery of services. The …

Abstract Service systems are labor intensive. Further, the workload tends to vary greatly with
time. Adapting the staffing levels to the workloads in such systems is nontrivial due to a large …

Enterprises and IT service providers are increasingly challenged with the goal of improving
quality of service while reducing cost of delivery. Effective distribution of complex customer …

Abstract Service-based economies and business models have gained significant
importance in recent times. The clients and service providers exchange value through …

Service systems are people-centric. The service providers employ a large workforce to
service many clients, aiming to meet the service-level agreements (SLAs) and deliver a …

The traditional mode of delivering IT services has been through customer-specific teams. A
dedicated team is assigned to address all (and only those) requirements that are specific to …

The operational performance of service systems is commonly measured with key
performance indicators (KPIs), eg, time-to-resolve, SLA compliance, and workload balance …

We consider the problem of optimizing the workforce of a service system. Adapting the
staffing levels in such systems is non-trivial due to large variations in workload and the large …