Paper Info
Title
Priority-based routing with strict deadlines and server flexibility under uncertainty
Abstract
In this research we present a simulation-based approach to study alternative dynamic assignment policies in an information technology (IT) service delivery environment. Our overarching goal is to find the most cost-effective assignment of service requests to cross-trained agents in a large-scale network. We present a novel heuristic algorithm that assigns an analytically described allocation index to each service request that has arrived. It incorporates factors such as variability in agents' capabilities, uncertainty in request inter-arrival times and complex service level agreements (SLA). We investigate the effectiveness of our proposed assignment algorithm using real world data from an IT service environment on a small problem instance. We discuss how the results of this simulation can help improve the terms of service level contracts as well as agent training programs.
Year
DOI
Venue
2009
10.1109/WSC.2009.5429275
Winter Simulation Conference
Keywords
Field
DocType
novel heuristic algorithm,alternative dynamic assignment policy,service level contract,server flexibility,proposed assignment algorithm,complex service level agreement,request inter-arrival time,service delivery environment,cost-effective assignment,priority-based routing,it service environment,service request,strict deadline,service delivery,indexation,routing,resource management,cost effectiveness,heuristic algorithm,information technology,indexes,service industries,simulation,service level
Resource management,Service level objective,Service level,Information technology,Heuristic (computer science),Simulation,Computer science,Service level requirement,Terms of service,Service delivery framework
Conference
ISSN
ISBN
Citations 
0891-7736
978-1-4244-5770-0
6
PageRank 
References 
Authors
0.64
3
3
Name
Order
Citations
PageRank
Hoda Parvin171.02
Abhijit Bose221920.83
Mark P. Van Oyen323419.02