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By Javier Faulin; et al

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We then present our formulation of the SDM problems, followed by a description of our two-stage solution framework. A representative sample of results from a vast collection of numerical experiments is presented next. We then conclude with a discussion of our experience with the motivating real-world IT SDE and the benefits of our decision-making solution framework to the business in practice. 1 Information Technology Services Delivery Outsourcing of IT services is on the rise,* involving important shifts from the traditional motivation and operation of IT services outsourcing.

Thus, requests in priority group 1 have absolute priority over those in group 2, which in turn have absolute priority over those in group 3, and so on. Let Gℓ be the set of request class indices comprising priority group ℓ, and let σ be the mapping from the set of request class indices {1, …, K} to the set of priority group indices {1, …, L}, where σ(k) = ℓ if and only if k ∈ Gℓ, or in other words class k is in group G σ(k). We consider a preemptive-resume scheduling discipline, in which the handling of preempted requests is resumed from where they left off without 16 Decision Making in Service Industries: A Practical Approach any overhead.

For example, the customer may insist that nonstandard equipment be used for service provisioning or that support be provided on-site at the customer location. ) Other examples of special requests include requirements for special certification or restrictions on access to the customer account. Customer contracts also contain QoS constraints in the form of SLAs. These contractual agreements between a customer and SDP involve certain main features: Stochastic Decision Making in Information Technology Services Delivery 9 1.

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