Simulation Modelling Application in Real-time Service Systems: Review of the Literature

This paper presents the problem of using simulation modelling - both with a view of assessing the efficiency of online service systems control and improving such efficiency by applying simulation models within the framework of the corresponding control algorithms. In the first case, the model is used in emulation mode when it is used as a tool for creating various situations in servicing environment which interacts with the already used algorithms of dispatching and control. In the second case, the model is used in the real-time mode when it is used as a tool for checking candidate solutions to be taken in a specific on-the-spot situation. A review of literature is presented showing the experience of using simulation models both in emulation mode and in the mode of tracking real-time processes.