A very good course about Service management

Service Management

Lecture 1 : Introduction to Service Engineering

Lecture 2 : Measurements, Little's Law

Lecture 3 : Measurements; Models - The Second Prerequisite

Lecture 4 : Project (Processing) Networks; DS PERT/CPM

Lecture 5 : Fluid Model of a Service Station

Lecture 6 : Scaling and Dynamic Randomness; Poisson Processes

Lecture 7 : Service Times

Lecture 8 : Customer Patience

Lecture 9 : MJP – Part 1 ; 4CallCenters

Lecture 10 : MJP – Part I1 ; Palm/Erlang-A

Lecture 11 : G/G/1 and Multi-Server Service Stations ; Economies of Scale

Lecture 12 : QED Q’s Part I; Staffing

Lecture 13 : QED Q’s Part II; Staffing

Lecture 14 : Skills-Based Routing (SBR)

Lecture 15 (Virtual) : Queueing Networks

You can find the original link here :

http://iew3.technion.ac.il/serveng/Lectures/lectures.html