METHOD AND SYSTEM FOR PREDICTING RESOURCE REQUIREMENTS FOR SERVICE ENGAGEMENTS

摘要

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.