NDLI: Priority-based routing with strict deadlines and server flexibility under uncertainty

Content Provider	IEEE Xplore Digital Library
Author	Parvin, H. Bose, A. Van Oyen, M.P.
Copyright Year	2009
Description	Author affiliation: IBM T.J. Watson Research Center, 19 Skyline Dr Hawthorne, NY, 10532, USA (Bose, A.) \|\| Industrial and Operations Engineering, University of Michigan, 1205 Be al Ave, Ann Arbor, MI, 48109, USA (Parvin, H.; Van Oyen, M.P.)
Abstract	In this research we present a simulation-based approach to study alternative dynamic assignment policies in an information technology (IT) service delivery environment. Our overarching goal is to find the most cost-effective assignment of service requests to cross-trained agents in a large-scale network. We present a novel heuristic algorithm that assigns an analytically described allocation index to each service request that has arrived. It incorporates factors such as variability in agents' capabilities, uncertainty in request inter-arrival times and complex service level agreements (SLA). We investigate the effectiveness of our proposed assignment algorithm using real world data from an IT service environment on a small problem instance. We discuss how the results of this simulation can help improve the terms of service level contracts as well as agent training programs.
Starting Page	3181
Ending Page	3188
File Size	789040
Page Count	8
File Format	PDF
ISBN	9781424457700
e-ISBN	9781424457717
DOI	10.1109/WSC.2009.5429275
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2009-12-13
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Routing Uncertainty Dispatching Resource management Information technology Large-scale systems Heuristic algorithms Algorithm design and analysis Contracts Industrial training
Content Type	Text
Resource Type	Article

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