Feedback Control of Dynamic Systems
Feedback Control of Dynamic Systems
Computer Performance Modeling Handbook
Computer Performance Modeling Handbook
Adaptive Control
Feedback Control of Computing Systems
Feedback Control of Computing Systems
Adaptive control of virtualized resources in utility computing environments
Proceedings of the 2nd ACM SIGOPS/EuroSys European Conference on Computer Systems 2007
SYMIAN: A Simulation Tool for the Optimization of the IT Incident Management Process
DSOM '08 Proceedings of the 19th IFIP/IEEE international workshop on Distributed Systems: Operations and Management: Managing Large-Scale Service Deployment
Optimizing Change Request Scheduling in IT Service Management
SCC '08 Proceedings of the 2008 IEEE International Conference on Services Computing - Volume 1
Business-impact analysis and simulation of critical incidents in IT service management
IM'09 Proceedings of the 11th IFIP/IEEE international conference on Symposium on Integrated Network Management
On Leveraging Policy-Based Management for Maximizing Business Profit
IEEE Transactions on Network and Service Management
Dynamic staffing in a telephone call center aiming to immediately answer all calls
Operations Research Letters
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Enterprises and service providers are increasingly looking to global service delivery as a means for containing costs while improving the quality of service delivery. However, it is often difficult to effectively manage the conflicting needs associated with dynamic customer workload, strict service level constraints, and efficient service personnel organization. In this paper we propose a dynamic approach for workload and personnel management, where organization of personnel is dynamically adjusted based upon differences between observed and target service level metrics. Our approach consists of constructing a dynamic service delivery organization and developing a feedback control mechanism for dynamic workload management. We demonstrate the effectiveness of the proposed approach in an IT incident management example designed based on a large service delivery environment handling more than ten thousand service requests over a period of six months.