Abstract
Service desks over the years have become an integral part of most businesses, whether telecommunications, industrial, banking, health, etc. That is why today the management of these companies face major challenges such as the proper planning of the agents, skills, processing times, breaks etc. For those major challenges, simulation is suitable for modeling the service desk.
This paper presents an application of simulation for the service desk of the oilfield services company in order to achieve better system performance and improve the customer service process. The name of the company will be anonymous due to security policies.
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Notes
- 1.
Apropos Interaction Management is the platform for managing interactions and analysts in the Service Desk.
- 2.
Remedy is a Management Software that streamlines and automates the processes around IT service desk, asset management, and change management operations.
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Acknowledgment
This work has been supported by the anonymous oilfield services company. The authors would like to thank the management from the service desk to give us the change to do this work. We have learned about the call center industry, management, and data analysis, which has contributed to our ability to model and analyze these systems.
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Carabalí-Sánchez, L., Méndez-Giraldo, G.A., Franco, C. (2016). Use of Simulation in a Service Desk of an Oilfield Services Company. In: Figueroa-García, J., López-Santana, E., Ferro-Escobar, R. (eds) Applied Computer Sciences in Engineering. WEA 2016. Communications in Computer and Information Science, vol 657. Springer, Cham. https://doi.org/10.1007/978-3-319-50880-1_14
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DOI: https://doi.org/10.1007/978-3-319-50880-1_14
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