Dispatch tooling for global service delivery

Abstract

Tool development to support service management is a problem in optimizing service quality and reducing redundant work subject to competing constraints, both technical requirements and political realities. However, many of the constraints only become clear over time, and often only after a series of iterations as tooling exposes new or previously discounted constraints. We present a case study: the evolution of tooling for global dispatch of work orders supporting incident tickets. We discuss different approaches, how they highlighted different constraints, and even how they competed with each other, and conclude with a discussion of approaches to balancing constraints, many of which are not initially apparent and some of which shift over time. © 2010 IEEE.