Simulation Approach to Decision-Making

This article describes using simulation programs for making IT decisions, but similar simulations are made to determine geopolitical and business outcomes based on specific conditions. These are different from scenarios as they are usually computer-based. In contrast, scenarios are typically role-played, even when they are "table-top exercises", meaning that the entire scenario environment has not been replicated but imagined in a symposium-like setting. Have you ever designed or participated in a simulation? Did it provide full information to inform the resulting decision-making?

Abstract

We propose to use simulation modeling to support decision making in IT service strategy scope. Our main contribution is a simulation model that helps service providers analyze the consequences of changes in both the service capacity assigned to their customers and the tendency of service requests received on the fulfillment of a business rule associated with the strategic goal of customer satisfaction. This business rule is set in the SLAs that service provider and its customers agree to, which determine the maximum percentage of service requests that are permitted to be abandoned because they have exceeded the waiting time allowed. To illustrate the use and applications of the model, we include some of the experiments conducted and describe our conclusions.

Source: Elena Orta, and Mercedes Ruiz, https://www.hindawi.com/journals/tswj/2014/829156/
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