TY - JOUR A2 - Yu, F. A2 - Shu, J. AU - Orta, Elena AU - Ruiz, Mercedes PY - 2014 DA - 2014/03/26 TI - A Simulation Approach to Decision Making in IT Service Strategy SP - 829156 VL - 2014 AB - We propose to use simulation modeling to support decision making in IT service strategy scope. Our main contribution is a simulation model that helps service providers analyze the consequences of changes in both the service capacity assigned to their customers and the tendency of service requests received on the fulfillment of a business rule associated with the strategic goal of customer satisfaction. This business rule is set in the SLAs that service provider and its customers agree to, which determine the maximum percentage of service requests that are permitted to be abandoned because they have exceeded the waiting time allowed. To illustrate the use and applications of the model, we include some of the experiments conducted and describe our conclusions. SN - 2356-6140 UR - https://doi.org/10.1155/2014/829156 DO - 10.1155/2014/829156 JF - The Scientific World Journal PB - Hindawi Publishing Corporation KW - ER -