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Towards a Customer-Oriented Queuing in Service Incident Management

In: Operations Research Proceedings 2014

Author

Listed:
  • Peter Hottum

    (KSRI, Karlsruhe Institute of Technology (KIT))

  • Melanie Reuter-Oppermann

    (KSRI, Karlsruhe Institute of Technology (KIT))

Abstract

The provision of services hinges considerably on the contribution of the provider and the customer and—if present—on their involved networks. In this paper we focus on incident management—a service domain that is highly relevant for all kinds of industries and is described from a provider internal perspective in the ITIL documentation.

Suggested Citation

  • Peter Hottum & Melanie Reuter-Oppermann, 2016. "Towards a Customer-Oriented Queuing in Service Incident Management," Operations Research Proceedings, in: Marco Lübbecke & Arie Koster & Peter Letmathe & Reinhard Madlener & Britta Peis & Grit Walther (ed.), Operations Research Proceedings 2014, edition 1, pages 233-239, Springer.
    • Handle: RePEc:spr:oprchp:978-3-319-28697-6_33
    DOI: 10.1007/978-3-319-28697-6_33
    as

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