Abstract:
This paper reports initial work done on the development of a framework for shift planning and scheduling in IT service operations management (ITSM). The framework include...Show MoreMetadata
Abstract:
This paper reports initial work done on the development of a framework for shift planning and scheduling in IT service operations management (ITSM). The framework includes effort and workforce (Full Time Equivalents) estimation, scheduling & shift planning and shift allocation. In order to accomplish this framework this paper considers 3 sets of data. Standard parameters for effort calculation, which includes available time for work as well as time spent on leaves and training per team member; application support window data; and data relating to application incident details. This paper succinctly describes a Java based application that implements this framework.
Published in: 2015 Annual IEEE Systems Conference (SysCon) Proceedings
Date of Conference: 13-16 April 2015
Date Added to IEEE Xplore: 04 June 2015
Electronic ISBN:978-1-4799-5927-3