| Popis: |
Incident management or resolution services for the information technology (IT) infrastructure and software of large enterprises are labor-intensive operations. Because incidents have to be resolved in timely manner, performance targets are often set regarding the time to respond and the time to resolve for incident tickets. To meet these targets, adequate staffing is critical. At the same time, utilization rate of the staff must also be taken into account, because extra cost is often associated with an underutilized workforce. The management of IT incident resolution services always faces the question: how to properly staff a given operation, especially when the volume of service requests is expected to rise. Queuing models can be used to help address such questions. This chapter reviews the basic concepts in queuing models and discusses some practical issues in the application of queuing models to the capacity planning and management of IT incident resolution services. |
