Simulation Environment for IT Service Support Processes: Supporting Service Providers in Estimating Service Levels for Incident Management.
Christian BartschMarco von MeviusAndreas OberweisPublished in: eKNOW (2010)
Keyphrases
- service providers
- incident management
- simulation environment
- service quality
- service level
- end users
- service provision
- web services
- cloud computing
- call center
- service level agreements
- decision support
- online services
- simulation model
- supply chain
- service systems
- decision process
- real time
- service requests
- service requirements