Towards a Customer-Oriented Queuing in Service Incident Management

Peter Hottum () and Melanie Reuter-Oppermann ()
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Peter Hottum: KSRI, Karlsruhe Institute of Technology (KIT)
Melanie Reuter-Oppermann: KSRI, Karlsruhe Institute of Technology (KIT)

A chapter in Operations Research Proceedings 2014, 2016, pp 233-239 from Springer

Abstract: Abstract The provision of services hinges considerably on the contribution of the provider and the customer and—if present—on their involved networks. In this paper we focus on incident management—a service domain that is highly relevant for all kinds of industries and is described from a provider internal perspective in the ITIL documentation.

Keywords: Beta Distribution; Discrete Event Simulation; Short Paper; Expert Level; Service Domain (search for similar items in EconPapers)
Date: 2016
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DOI: 10.1007/978-3-319-28697-6_33

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