Level of Education of Students Involved
Graduate
College
Arts and Sciences
Discipline(s)
Simulation Modeling
Presentation Type
Poster Presentation
Symposium Date
Spring 4-27-2024
Abstract
The IT Service Desk is a simulation model of agent and customer interaction for resolving Information Technology related problems. This model is designed for the purpose of predicting the future service requests for a certain number of years by using historic data of it and optimizing the resolution time to resolve each ‘problem’ or ‘request’.
This system is an agent-based modeling. It contains the entities of representatives, customers, and patch (like an office’s service desk). It has global variables and can be accessed anywhere in the system. The breeds of this system are agents and users. Each breed and other entities have their own variables that can be accessed with the breed or entity’s plural input-value anywhere in the system. It has two buttons that one is to set up the system like initializing variables and creating turtles and the other is to run the system to execute the functions. The objective of the system is achieved by performing various functions in a certain order of execution. The results of required metrics are plotted in the form of graph, so it is easy to understand and observe the required outputs and unexpected outcomes. The results are stored into an excel sheet file and collected data can be used for predicting future service request dynamics and various other dynamics of system for optimization of it. This system can be further expanded to automated operations like chat bots for optimization.
Finally, this system is evaluated with various input variables in different scenarios or methods to observe the dynamics of different future service request volumes, average resolution times, and total resolution times. This system can be interesting when working with different variables values on the interface like playing a video game.
Recommended Citation
Battula, Pavan Kumar, "IT Service Desk Simulation Model" (2024). Symposium on Undergraduate Research and Creative Expression (SOURCE). 1308.
https://scholar.valpo.edu/cus/1308
simulation_data.csv (3728 kB)
IT Service Desk_Final_Paper_PavanKumar_Battula.docx (430 kB)
Biographical Information about Author(s)
Graduate student in Analytics and Modeling