Model Factors
The minimum factors that one needs to understand of the client service management context for an item in the service catalogue are:
1. Service type and the associated processes are activities that contribute to transforming the inputs (a.k.a problem/incident) to a acceptable/predictable outcome (a.k.a resolution/work-arounds)
2. Service scope (Level 1, Level 2, Level 3)
3. Service domain (Business, Application, Infrastructure, Tools, etc.)
4. Service locale (process such as supply chain, HR; functionality such as order management; and technology such as Java, .Net etc.)
5. Severity and Priority within each level (such as Sev 1, Sev 2, Sev 3, etc.)
For the above service context one needs to get the following measures to model the service:
1. Total number of service requests (classified across the above dimension) over an interval of time. (Lets define this as )
2. Number of service request resolved and closed (classified across the above dimension) over the same interval of time as in point 1. (Lets define this as )
3. Number of service request as backlogs (Lets define this as Lq)
Simple Server-Queue Model concepts
Based on the above factors a simple server queue model as identified in the figure can be applied:
The simplistic model is premised on the following:
1. the mean-arrival rate has a passion distribution (established statistically through a goodness of fit test such as Kolmogorov-Smirnov test),
2. the service rate is exponential in nature (established statistically through a goodness of fit test such as Kolmogorov-Smirnov test),
3. All requests are homogenous in nature,
4. All service is homogenous in nature
5. Service is rendered on First Come First Served basis (FCFS)
But note that this is seldom the case and is a gross over simplification of real life scenarios. However, one can best understand the characteristic behavior of a model in its simple form.
What say you?
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