1. A method for modifying an existing workcenter process for a telecommunications network, the method to be executed on a computer, comprising: generating, using the computer, a first model of an existing workcenter process based on at least one decision-making parameter, wherein the workcenter process is a process for resolving problem tickets; generating, using the computer, a second model of a modified version of the existing workcenter process based on the at least one decision-making parameter; simulating, using the computer, the first model and the second model to determine whether to modify the existing workcenter process; and if it is determined to modify the existing workcenter process based on the simulating step, then modifying the existing workcenter process for the telecommunication network.