Abstract
IT Service support provider, whether outsourced or kept in-house, has to abide by the Service Level Agreements (SLA) that are derived from the business needs. Critical for IT Service support provider are the human resources that are expected to resolve tickets. It is essential that the policies, which govern the tickets’ movement amongst these resources, follow the business objectives such as service availability and cost reduction. In this study, we propose an agent based model that represents an IT Service Support system. A vital component in the model is the agent ‘Governor’, which makes policy decisions by reacting to changes in the environment. The paper also studies the impact of various behavioural attributes of the Governor on the service objectives.
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