Understanding the service desk: Applied forecasting and analytics approach

In this paper, the study aimed to identify the best forecasting model to represent I-Helpdesk, service desk of an Information Technology (IT) project under the Singapore's Ministry of Defence (MINDEF), in the aspect of Service Requests management. Defence Science and Technology Agency (DSTA) su...

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Bibliographic Details
Main Author: Jun Jie, Ng
Format: Conference Proceeding
Language:English
Subjects:
Analytical models
Analytics
Data models
Forecasting
IT Service Management
Machine Learning
Predictive models
Service Desk
Time series analysis
Online Access:Request full text
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Summary:In this paper, the study aimed to identify the best forecasting model to represent I-Helpdesk, service desk of an Information Technology (IT) project under the Singapore's Ministry of Defence (MINDEF), in the aspect of Service Requests management. Defence Science and Technology Agency (DSTA) support MINDEF users in the area of technical consultancy and project management areas such as resource allocation management for IT service delivery and excellence. To achieve an overall aim of better service delivery for their system users, we intend to answer questions such as: How should we plan the helpdesk staffing for the next week/month?
ISSN:2157-362X
DOI:10.1109/IEEM.2017.8290293