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Modeling IT support organizations using multiple-priority queues
2012
2012 IEEE Network Operations and Management Symposium
As IT services grow more and more complicated, and their management becomes increasingly challenging, IT support organizations assume an essential role to ensure the delivery of Service Level Objectives. What-if scenario analysis represents a very effective tool for the performance optimization of IT support organizations, as it enables an iterative and customized performance optimization process. The problem of accurately modeling IT support organizations requires the development of
doi:10.1109/noms.2012.6211921
dblp:conf/noms/BartoliniST12
fatcat:crnifnnr3bcehntj6risw36psy