Abstract:
During the customer engagement phase it is critical for the service providers to estimate the impact of service level constraints on service personnel needs. However, it ...Show MoreMetadata
Abstract:
During the customer engagement phase it is critical for the service providers to estimate the impact of service level constraints on service personnel needs. However, it is often difficult due to the implication from customer workload. In this paper we propose an SLA impact evaluation methodology that uses queueing models to quantitatively evaluate the impact of SLAs to the engagement cost model.
Published in: Proceedings of the 9th International Conference on Network and Service Management (CNSM 2013)
Date of Conference: 14-18 October 2013
Date Added to IEEE Xplore: 30 January 2014
Electronic ISBN:978-3-901882-53-1