Method and system for predicting resource requirements for service engagements
First Claim
1. A method for predicting resource requirements of a service engagement, comprising:
- modeling records of past service engagements to create and classify one or more templates of service resource usage; and
generating a service resource plan for said service engagement using a template created by said modeling, wherein characteristics of said service engagement are used to select a created template by its classification and wherein input attributes of said service engagement are used to customize the selected template.
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Abstract
A method and system for predicting resource requirements of a current service engagement by modeling records of past service engagements to create and classify templates of service resource usage. This is done by clustering past engagements into groups having similar time series requirements for service resources. A service resource template for the current service engagement is generated from a classified template by using characteristics of the current service engagement to select a group of which the current service engagement is a likely member. The corresponding template is then customized to fit the characteristics of the current service engagement. The invention may be implemented using Hidden Markov Models. An aspect of the invention is use of dynamic time warping to quantify dissimilarity between engagement sequences prior to fitting Hidden Markov Models. Another aspect of the invention is removal of outliers from the clustered groups.
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Citations
20 Claims
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1. A method for predicting resource requirements of a service engagement, comprising:
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modeling records of past service engagements to create and classify one or more templates of service resource usage; and
generating a service resource plan for said service engagement using a template created by said modeling, wherein characteristics of said service engagement are used to select a created template by its classification and wherein input attributes of said service engagement are used to customize the selected template. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 18)
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10. A system for predicting resource requirements of a service engagement, comprising:
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means for modeling records of past service engagements to create and classify one or more templates of service resource usage; and
means for generating a service resource plan for said service engagement using a template created by said modeling, wherein characteristics of said service engagement are used to select a created template by its classification and wherein input attributes of said service engagement are used to customize the selected template. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
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19. A computer implemented system for predicting resource requirements of a service engagement, comprising:
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first computer code for modeling records of past service engagements to create and classify one or more templates of service resource usage; and
second computer code for generating a service resource plan for said service engagement using a template created by said modeling, wherein characteristics of said service engagement are used to select a created template by its classification and wherein input attributes of said service engagement are used to customize the selected template. - View Dependent Claims (20)
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Specification