Governance Policies in IT Service Support

Abhinay Puvvala, Veerendra K. Rai


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.


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Paper Citation

in Harvard Style

Puvvala A. and Rai V. (2017). Governance Policies in IT Service Support . In Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 1: ICEIS, ISBN 978-989-758-247-9, pages 512-519. DOI: 10.5220/0006312805120519

in Bibtex Style

author={Abhinay Puvvala and Veerendra K. Rai},
title={Governance Policies in IT Service Support},
booktitle={Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 1: ICEIS,},

in EndNote Style

JO - Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 1: ICEIS,
TI - Governance Policies in IT Service Support
SN - 978-989-758-247-9
AU - Puvvala A.
AU - Rai V.
PY - 2017
SP - 512
EP - 519
DO - 10.5220/0006312805120519