Modeling a complex global service delivery system

Abstract

Enterprises and IT service providers are increasingly challenged with improving the quality of service while reducing the cost of service delivery. Effectively balancing dynamic customer workload, strict service level constraints, and diverse service personnel skills challenges the most experienced management teams. In this paper we describe a modeling framework for analyzing complex service delivery systems. The interaction among various key factors are included in the model to allow decision-making around staffing skill levels, scheduling, and service level constraints in system design. We demonstrate the applicability of the proposed approach in a large IT services delivery environment.