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A Model for Knowledge Management in Software Industry Read chapter Read first chapter

2016 | OriginalPaper | Chapter

Use of Simulation in a Service Desk of an Oilfield Services Company

Authors : Luisa Carabalí-Sánchez, Germán Andrés Méndez-Giraldo, Carlos Franco

Published in: Applied Computer Sciences in Engineering

Publisher: Springer International Publishing

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Abstract

Service desks over the years have become an integral part of most businesses, whether telecommunications, industrial, banking, health, etc. That is why today the management of these companies face major challenges such as the proper planning of the agents, skills, processing times, breaks etc. For those major challenges, simulation is suitable for modeling the service desk.
This paper presents an application of simulation for the service desk of the oilfield services company in order to achieve better system performance and improve the customer service process. The name of the company will be anonymous due to security policies.

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previous chapter Proposal for a Hybrid Expert System and an Optimization Model for the Routing Problem in the Courier Services
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Footnotes
1
Apropos Interaction Management is the platform for managing interactions and analysts in the Service Desk.
 
2
Remedy is a Management Software that streamlines and automates the processes around IT service desk, asset management, and change management operations.
 
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Metadata
Title
Use of Simulation in a Service Desk of an Oilfield Services Company
Authors
Luisa Carabalí-Sánchez
Germán Andrés Méndez-Giraldo
Carlos Franco
Copyright Year
2016
Book
Applied Computer Sciences in Engineering

Print ISBN: 978-3-319-50879-5

Electronic ISBN: 978-3-319-50880-1

Copyright Year: 2016

DOI
https://doi.org/10.1007/978-3-319-50880-1_14

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