Simulation optimalization of incident solving
Contents
Project Information
- Project name: Simulation optimalization of incident solving
- Subject: 4IT496 (WS 2020/2021)
- Author: Bc. Natalya Glybyshen
- Model type: Discrete-event simulation
- Software used: SimProcess
Problem definition
The IT firm providing the maintanence and also bug fixes of the developed RPA processes. The support is provide throught HelpDesk tool ServiceNow. IT have limited soureces for the solving of the issues (4 resources specified in Entities). Simulation is created to simulate optimalization of the distibution and solving of the incidents with limited recources, effectively, without an overloading of the recources. As incidents are differed by importance and also depends on SLA agreement between IT firm and customer. Also we have to find out how much it will cost to solve one request, what will be earnings and loss for requests which are overtimed SLA agreement.
Method
The problem specified could be implemented in several ways, I choosed to simulate it in SIMPROCESS as a process.
Model
The model is kind of simple as size of the maintanence team not so big (only 4 resources). The model consists really easy model.
Entities
Incidents
There are four severity of incidents, represented as different types of entities. The severity of incident, apart from having different SLA requirements, differ in their flow throughout their process. Different severity incidents are generated using different rules.
| Incident Type | Severity (lower is less severe) | Probability of Occurrence (per hour) |
|---|---|---|
| Critical | 1 | Nor(0.4, 0.25, 1) |
| High | 2 | Nor(0.2, 0.25, 1) |
| Medium | 3 | Nor(0.075, 0.25, 1) |
| Low | 4 | Nor(0.05, 0.25, 1) |
Resources
There are four resources. Maintenance clerks: Needed for Changre reguests and Bug Fix stages. As we have four different resources placed in a diffirent locations. Working hours are only on working days:
- CZ : from 8:00 till 16:00 CET, costs 260 czk per hour.
- BR : from 12:00 till 20:00 CET, costs 300 czk per hour.
- IN : from 02:00 till 10:00 CET, costs 150 czk per hour.
- RUS : from 10:00 till 18:00 CET, costs 200 czk per hour.
