Simulating Software Support Delays in a 24/7 Environment Using Discrete Event Simulation

Abstract

Since there is a cost associated with providing 24/7 support, it is also common to divide user support into tiers where a group focused on usability and training of the software provides tier 1 support and another group, consisting of mainly developers, is focused on feature development, software bug fixing, and related issues work separately in a different tier. This paper focuses on software organizations where the developer tier operates from just one part of the world under a single time zone. This group is not available on a 24/7 basis, but the Tier 1 group works in different regions – and hence time zones - throughout the world to deal with user problems and questions. Users can be internal or external, depending on the purpose of the software. This paper discusses only internal users (developers, users and help desk employees who work for the same company) and the delays in support when dealing with these users who may be working in different regions and/or time zones. Tier 1 support is available around the clock due to hiring help desk resources in different locations under different time zones. If an issue cannot be resolved, the Tier 1 workers escalate the issue to the next tier (the developers), who work regular hours in one region under one time zone. This paper uses discrete event simulation modelling to provide insights for a company with a similar structure to better understand possible software support delays. These delays can be reduced, and better overall support can be provided in the future.