Service-Delivery Modeling and Optimization

Yixin Diao (), Aliza Heching (), David Northcutt () and Rodney Wallace ()
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Yixin Diao: IBM T.J. Watson Research Center, Yorktown Heights, New York 10598
Aliza Heching: IBM T.J. Watson Research Center, Yorktown Heights, New York 10598
David Northcutt: IBM Global Technology Services, Somers, New York 10589
Rodney Wallace: IBM Global Technology Services, Somers, New York 10589

Interfaces, 2015, vol. 45, issue 3, 243-259

Abstract: Service-delivery modeling and optimization is a complex problem involving multiple service levels, skill sets, request classes, and service times. In this paper, we describe a comprehensive and scalable end-to-end analytical methodology that we developed and implemented at a global information technology service delivery provider. This methodology provides predictive insight and prescriptive solutions to the problem of staffing service-delivery units in this complex environment. Our solution has been deployed globally at more than 640 service-delivery units and has yielded more than $52 million in cost savings and cost avoidance to date.

Keywords: service system; simulation model; optimization (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:inm:orinte:v:45:y:2015:i:3:p:243-259

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