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. © IFIP International Federation for Information Processing 2013.