Authors:
Abhinay Puvvala
and
Veerendra K. Rai
Affiliation:
Tata Consultancy Services, India
Keyword(s):
IT Service Support, Agent based Model, Governance Policies, Upper Confidence Bound Algorithm.
Related
Ontology
Subjects/Areas/Topics:
Agents
;
Applications
;
Artificial Intelligence
;
Artificial Intelligence and Decision Support Systems
;
Distributed and Mobile Software Systems
;
Enterprise Information Systems
;
Information Systems Analysis and Specification
;
Knowledge Engineering and Ontology Development
;
Knowledge-Based Systems
;
Multi-Agent Systems
;
Operational Research
;
Project Management
;
Scheduling and Planning
;
Software Engineering
;
Symbolic Systems
Abstract:
IT Service support provider, whether outsourced or kept in-house, has to abide by the Service Level Agreements (SLA) that are derived from the business needs. Critical for IT Service support provider are the human resources that are expected to resolve tickets. It is essential that the policies, which govern the tickets’ movement amongst these resources, follow the business objectives such as service availability and cost reduction. In this study, we propose an agent based model that represents an IT Service Support system. A vital component in the model is the agent ‘Governor’, which makes policy decisions by reacting to changes in the environment. The paper also studies the impact of various behavioural attributes of the Governor on the service objectives.