Clustering Based Resource Planning, Work Assignment, and Cross-Skill Training Planning in Services Management

摘要

An embodiment of the invention provides a method for service management, wherein resources that have performed tasks in at least two of a first category, a second category, and at least one additional category are identified. A plurality of correlation sums are determined where the correlation sum includes at least two categories, wherein the correlation sums are added together to produce a correlation value. A correlation product for each correlation sum is calculated based on the respective correlation sum and the number of resources that have performed tasks with respect to the correlation sum. A quotient is calculated for each correlation sum based on the respective correlation product and the correlation value. The categories are grouped into clusters with a clustering module based on the quotients; and, resources are associated with the clusters based on task performance history of the resources.