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    Governance Policies in IT Service Support

    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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    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:
    Depositing User: Abhinay Puvvala
    Date Deposited: 02 Jan 2020 15:38
    Publisher: INSTICC
    Refereed: Yes
    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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