Simulation for IT Service Desk Improvement

Peter Bober

Quality Innovation Prosperity, 2014, vol. 18, issue 1

Abstract: IT service desk is a complex service that IT service company provides to its customers. This article provides a methodology which uses discrete-event simulation to help IT service management to make decision and to plan service strategy. Simulation model considers learning ability of service desk agents and growth of knowledge database of the company. Model shows how the learning curve influences the time development of service desk quality and efficiency. This article promotes using simulation to define quantitative goals for the service desk improvement.

Keywords: service desk; improvement; simulation; learning; knowledge database (search for similar items in EconPapers)
JEL-codes: Z (search for similar items in EconPapers)
Date: 2014
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