Finding Optimal Resources for IT Services

Abstract : This paper studies the resource management problem in IT services, where service request arrives to resource management group (RMG) and RMG needs to allocate resources to a request for a service based on availability of resources and service requirement start date. We propose an approach to find optimal number of resources in the context of Poisson arrivals, and service times & lead-times are exponentially distributed. We provide an exact mathematical queuing model for optimal number of skilled resources needed based on waiting time cost, idle time cost and revenue from a customer service for a guaranteed service level agreement. We tested the model with real life data for various types of requirements and analytical results show the benefits of the proposed approach.
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Sumit Raut, Muralidharan Somasundaram. Finding Optimal Resources for IT Services. 19th Advances in Production Management Systems (APMS), Sep 2012, Rhodes, Greece. pp.708-715, ⟨10.1007/978-3-642-40352-1_89⟩. ⟨hal-01472311⟩

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