Abstract for: Modeling and Simulation of an IT Operations Command Center

This paper models and simulates IT operations command center. It outlines the activities performed by the command center and describes the model and modeling approach to simulate these activities. The paper appreciates the discrete and continuous aspects of modeling the operations of the command center. The purpose of this model is to predict the behavior of a command center engagement over time. The model is used to test and understand the effect of scenarios on the engagement. This provides a good governance framework for the engagement as governance is key to success and failure of a service engagement. Policies are defined and analyzed to mitigate impact of scenarios and/or achieve objectives thus implementing a feedback loop monitoring system for command center operations management.