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Towards a Customer-Oriented Queuing in Service Incident Management

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Operations Research Proceedings 2014

Part of the book series: Operations Research Proceedings ((ORP))

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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.

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References

  1. Steinberg, R.A.: ITIL Service Operation—2011 Edition, 2nd edn. TSO, Belfast (2011)

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Author information

Authors and Affiliations

  1. KSRI, Karlsruhe Institute of Technology (KIT), Karlsruhe, Germany

    Peter Hottum & Melanie Reuter-Oppermann

Authors
  1. Peter Hottum
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  2. Melanie Reuter-Oppermann
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Corresponding authors

Correspondence to Peter Hottum or Melanie Reuter-Oppermann .

Editor information

Editors and Affiliations

  1. Operations Research, RWTH Aachen University, Aachen, Germany

    Marco Lübbecke

  2. Lehrstuhl II für Mathematik, RWTH Aachen University, Aachen, Germany

    Arie Koster

  3. RWTH Aachen University, Aachen, Nordrhein-Westfalen, Germany

    Peter Letmathe

  4. E.ON Energy Research Center, RWTH Aachen University, Aachen, Nordrhein-Westfalen, Germany

    Reinhard Madlener

  5. Management Science, RWTH Aachen University, Aachen, Nordrhein-Westfalen, Germany

    Britta Peis

  6. Chair of Operations Management, RWTH Aachen University, Aachen, Germany

    Grit Walther

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Hottum, P., Reuter-Oppermann, M. (2016). Towards a Customer-Oriented Queuing in Service Incident Management. In: Lübbecke, M., Koster, A., Letmathe, P., Madlener, R., Peis, B., Walther, G. (eds) Operations Research Proceedings 2014. Operations Research Proceedings. Springer, Cham. https://doi.org/10.1007/978-3-319-28697-6_33

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