Capacity and availability management by quantitative project management in the IT service industry

Purpose – The purpose of this paper is to develop and implement an efficient capacity and availability management tracker for information technology (IT) service delivery management that can be applied by analyzing base‐lined data, using quantitative project management and knowledge discovery techniques, for taking decisions on a monthly basis in resource allocation, optimum resource utilization and efficient service level management.Design/methodology/approach – A ticket forecasting model has been developed. Also data were collected from fixed price running IT service delivery programs with about 200 or more full‐time employees working in each program, limited to four large service lines. Using Monte Carlo simulation, the data were base lined and applied to a capacity and availability management tracker. The results were then analyzed and conclusions drawn.Findings – The findings suggest that the service provider was able to share the resources across the organization as needed based on demand, and overa...

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