chapter  1
34 Pages

- Stochastic Decision Making in Information Technology Services Delivery

WithAliza R. Heching, Mark S. Squillante

The services industry has come to dominate activity in most advanced industrialized economies. In the United States alone, more than 75% of the labor force is employed in the services industry with an overall output representing around 70% of total industry output (Woods 2009). The effective and ef…- cient management of delivery decision-making processes within the services industry is, on the one hand, critically important to any services business in practice, whereas on the other hand, very complex and dif…cult to achieve because of various practical problem characteristics. This is especially the case for the complex decision-making processes involved in the delivery of

CONTENTS

1.1 Introduction ....................................................................................................3 1.2 Business Environment and Issues ...............................................................6