Shift planning and scheduling for IT service operations management

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.