Creating operational shift schedules for third-level IT support: challenges, models and case study

IT support can be divided into first-level support, second-level support and third-level support. Although there is a large body of existing work regarding demand forecasting and shift schedule creation for various domains such as call centres, very little work exists for second- and third-level IT support. Moreover, there is a significant difference between such support and other types of services. As a result, current best practices for scheduling such work are not based on demand, but rather on primitive rules of thumb. Due to the increasing number of people providing such support, theory and practice is sorely needed for scheduling second- and third-level support shifts according to actual demand. In this work, we present an end-to-end methodology for forecasting and scheduling this type of work. We also present a case study in which this methodology demonstrated significant potential savings in terms of manpower resources.