Decision-making in IT service management: a simulation based approach

Orta, Elena; Ruiz, Mercedes; Hurtado, Nuria; Gawn, David

doi:10.1016/j.dss.2014.06.002

Cited by 28 publications

(18 citation statements)

References 30 publications

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“…The management issues relate to the internal structure and the priority given to resource reactive support at the expense of proactive behavior (Orta, Ruiz, Hurtado, & Gawn, 2014). For example, two of the service providers had not established the formal role of a problem manager or problem management process owner.…”

Section: Figure 2 Challenging Areas In Service Operationmentioning

confidence: 99%

Proactive Management of IT Operations to Improve IT Services

Jäntti

Cater-Steel

2017

JISTEM

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IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and initiated projects to improve service operation at each organization. The findings indicate that the major challenges include reactive rather than proactive approach to IT operations management, measurement and reporting, classification of incidents, management of customer feedback, and interfaces between IT service operation processes. Recommendations are formulated to help IT service managers and theoretical contributions are provided.

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Section: Figure 2 Challenging Areas In Service Operationmentioning

confidence: 99%

Proactive Management of IT Operations to Improve IT Services

Jäntti

Cater-Steel

2017

JISTEM

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“…The proposed simulation-based DSS makes it possible to re-evaluate the disruption risks, and regenerate and analyze decisions iteratively. Many researchers use simulation technique to formulate complex problems [53,54]. Arnott and Pervan [55] introduced the simulation technique as a valuable tool for experimental research in DSS.…”

Section: Disaster Scenarios Hrc Configurationmentioning

confidence: 99%

“…Orta et. al [54] reviewed the simulation approaches that are used to support DSS in the context of the information technology service management. They found out that the simulation methods have important role in the DSSs' framework.…”

Section: Disaster Scenarios Hrc Configurationmentioning

confidence: 99%

A hybrid decision support system for managing humanitarian relief chains

Sahebjamnia

Torabi

Mansouri

2017

Decision Support Systems

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Decisions regarding location, allocation and distribution of relief items are among the main concerns of the Humanitarian Relief Chain (HRC) managers in response to no-notice large-scale disasters such as earthquakes.In this paper, a Hybrid Decision Support System (HDSS) consisting of a simulator, a rule-based inference engine, and a knowledge-based system (KBS) is developed to configure a three level HRC. Three main performance measures including the coverage, total cost, and response time are considered to make an explicit trade-off analysis between cost efficiency and responsiveness of the designed HRC. In the first step, the simulator calculates the performance measures of the different configurations of the HRC under generated number of disaster scenarios. Then, the rule-based inference engine attempts to build the best configuration of the HRC including facilities' locations, relief items' allocation and distribution plan of the scenario under investigation based on calculated performance measures. Finally, the best configuration for each scenario is stored in the KBS as the extracted knowledge from the above analyses. In this way, the HRC managers can retrieve the most appropriate HRC configuration in accordance with the realized post-disaster scenario in an effective and timely manner. The results of a real case study in Tehran demonstrate that the developed HDSS is an effective tool for fast configuration of HRCs using stochastic data.

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“…The comparison of the methods is: to observe the results of a series of data, see the establishment of the conditions whether it is consistent with the qualitative description of the problem, as well as the model characteristics and consider characteristics of the source of the model [36]. There are many kinds of model tests, such as Parameter estimation test, Sensitivity test, Dimensional consistency test and so on [37,38].In this paper, the test method is chosen as the dimensional consistency test.…”

Section: Step4: Testingmentioning

confidence: 99%

The Relationship Between Green Building and Regional Economy: A Case Study in Guangdong, China

Liang¹,

Zhang²,

Ji³

2017

TOCIEJ

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Developing Green Building (GB) is one of the most effective measures to save energy and reduce carbon emissions in the world. To promote the development of green building, it is necessary to analyze driving factors and contribution through the analysis for relationship between regional economy and green building. Therefore, based on the system dynamic(SD) theory, this paper constructs the structure model of the stock flow diagram, including the regional economic subsystem, social subsystem, government support subsystem and green building subsystem. Among the model, Guangdong province, as the most prosperous province of economic development with the largest numbers of certified green buildings in China, has been chosen to show the influence level of their relationship. Through simulation, results can be easily shown that development of GB can make contributions to the field of local economy, however, also be limited by the regional condition, including policy incentive, regional economic, technological, etc. We can also find that direct contribution to the GDP the Green Building made can reach about 2.47 ‰, and 9.23 ‰ indirectly. If the current level of regional production is stable, it can be found that each additional 10,000 square meters of green area building may produce about ¥018.2 million for economy. On the contrary, that the regional economy investment in fixed assets increased by ¥1 million can stimulate 0.001648 million square meter demand of GB. Additionally, employment opportunities directly or indirectly have also been considered.

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Decision-making in IT service management: a simulation based approach

Cited by 28 publications

References 30 publications

Proactive Management of IT Operations to Improve IT Services

Proactive Management of IT Operations to Improve IT Services

A hybrid decision support system for managing humanitarian relief chains

The Relationship Between Green Building and Regional Economy: A Case Study in Guangdong, China

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