Working with “constant interruption”: CSCW and the small office
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Timespace in the workplace: dealing with interruptions
CHI '95 Conference Companion on Human Factors in Computing Systems
Formal modelling of task interruptions
Conference Companion on Human Factors in Computing Systems
Effects of instant messaging interruptions on computing tasks
CHI '00 Extended Abstracts on Human Factors in Computing Systems
JSSPP '02 Revised Papers from the 8th International Workshop on Job Scheduling Strategies for Parallel Processing
A diary study of task switching and interruptions
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
If not now, when?: the effects of interruption at different moments within task execution
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
No task left behind?: examining the nature of fragmented work
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Activity-based management of IT service delivery
Proceedings of the 2007 symposium on Computer human interaction for the management of information technology
The cost of interrupted work: more speed and stress
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Proceedings of the 40th Conference on Winter Simulation
Priority-based routing with strict deadlines and server flexibility under uncertainty
Winter Simulation Conference
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Large IT service providers comprise hundreds or even thousands of system administrators to handle customers' IT infrastructure. As part of the Information Systems that support the decision making of this environment, Incident Management Systems are used and usually provide human resource assignment functionalities. However, the assignment poses several challenges, such as establishing priorities to tasks and defining when and how tasks are allocated to available system administrators. This paper describes a set of incident dispatching policies that can be used, and by using workloads from different departments of an IT service provider, this work evaluates the impact of task preemption on incident resolution and service level agreement attainment.