Performance management of IT services delivery
Jianying Hu, Yingdong Lu, et al.
Performance Evaluation Review
This paper considers human server systems of queues that arise within the information technology services industry. We develop a two-phase stochastic optimization solution approach to effectively and efficiently address the capacity management and planning processes of information technology services delivery centers. A large collection of numerical experiments of real-world human server system environments investigates various issues of both theoretical and practical interest, quantifying the significant benefits of our approach as well as evaluating the financial-performance trade-offs often encountered in practice.
Jianying Hu, Yingdong Lu, et al.
Performance Evaluation Review
Zhen Liu, Mark S. Squillante, et al.
CDC 2002
Petar Momcilović, Mark S. Squillante
ACM SIGMETRICS Performance Evaluation Review
Mark S. Squillante, Fang Wang, et al.
Performance Evaluation