David M. Northcutt

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Enterprises and IT service providers are increasingly challenged with improving the quality of service while reducing the cost of service delivery. Effectively balancing dynamic customer workload, strict service level constraints, and diverse service personnel skills challenges the most experienced management teams. In this paper we describe a modeling(More)
The eSourcing Capability Model for Service Providers (eSCM-SP) is a " best practices " capability model. It provides guidance to service providers on improving their capability across the sourcing life-cycle, and it provides clients with an objective means of evaluating the capability of service providers. Measurement is fundamental to effective service(More)
— During the customer engagement phase it is critical for the service providers to estimate the impact of service level constraints on service personnel needs. However, it is often difficult due to the implication from customer workload. In this paper we propose an SLA impact evaluation methodology that uses queueing models to quantitatively evaluate the(More)
We frequently need to come to agreement with our customers about the formulas that will be used to calculate various statistics relating to the measurement of contractual terms and conditions. In many cases there is only one generally accepted operational definition, but in other cases, such as computing percentiles, there are multiple definitions that can(More)
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