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.
Highlights
The IT service desk provides a single point of contact for all users of IT service provider
The procedure is illustrated by case examples which clarify application of simulation and provide insight to the service desk operation
Results of the analysis can lead to change of staff number, to improve training scheme or to plan changes in skill requirements for different service desk level staff
Summary
The IT service desk provides a single point of contact for all users of IT service provider. The work of Jäntti and Kalliokoski (2010) may be mentioned as an example of a practical way of improvement They identified challenges by interviewing service desk staff with carefully chosen questions. To illustrate particular issues to be solved, the work of Dudin and Dudina (2012) is mentioned They build two-phase queueing system with Markovian arrival flow and try to find optimum staff number with regard to costs for given quality level. The knowledge management system is designed to be incorporated into the daily operation of the help desk in order to ensure high utilization of the knowledge stores This concept is supported by findings of Jäntti and Kalliokoski (2010), namely by identified challenge “10) The content of some instruction documents has not been updated” that indicates the inconsistency in corporate documentation and emphasise perceived importance of well organised and accurate documentation. The results of the simulation told managers where they could go width their expectations
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