A dynamic request dispatching system for IT service management

Abstract

IT service delivery becomes an increasingly challenging business as customers demand improved quality of service while providers are driven to reduce the cost of delivery. While effective service delivery requires advances in many areas including workload management and workforce optimization, in this paper we focus on service request dispatching decision-making. Specifically, we propose an implemenation of a dynamic request dispatching system that continually adjusts the priority of service requests considering both (static) contractual service attainment targets and (dynamic) attainment levels achieved. © 2012 IFIP.