Towards a Customer-Oriented Queuing in Service Incident Management

  • Peter Hottum
  • Melanie Reuter-Oppermann
Conference paper
Part of the Operations Research Proceedings book series (ORP)


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.


Beta Distribution Discrete Event Simulation Short Paper Expert Level Service Domain 
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Copyright information

© Springer International Publishing Switzerland 2016

Authors and Affiliations

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

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