Puvvala, Abhinay and Rai, Veerendra K. (2017) Governance Policies in IT Service Support. In: Proceedings of the 19th International Conference on Enterprise Information Systems. INSTICC, pp. 512-519. ISBN 978-989-758-247-9

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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.

Item Type:	Book Section
Additional Information:	This paper was presented at the 19th International Conference on Enterprise Information Systems, 26-29 Apr, 2017, Porto, Portugal.
Keywords:	IT Service Support; Agent based Model; Governance Policies; Upper Confidence Bound Algorithm;
Academic Unit:	Faculty of Social Sciences > Research Institutes > Innovation Value Institute, IVI
Item ID:	12065
Identification Number:	https://doi.org/10.5220/0006312805120519
Depositing User:	Abhinay Puvvala
Date Deposited:	02 Jan 2020 15:38
Publisher:	INSTICC
Refereed:	Yes
URI:	Publisher Organisation
Use Licence:	This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available here

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