Computer Engineering Commons^™

On The Viability Of Quantitative Assessment Methods In Software Engineering And Software Services, Joseph D. Lucente

Electronic Theses and Dissertations

IT help desk operations are expensive. Costs associated with IT operations present challenges to profit goals. Help desk managers need a way to plan staffing levels so that labor costs are minimized while problems are resolved efficiently. An incident prediction method is needed for planning staffing levels. The potential value of a solution to this problem is important to an IT service provider since software failures are inevitable and their timing is difficult to predict. In this research, a cost model for help desk operations is developed. The cost model relates predicted incidents to labor costs using real help desk …