A framework for predicting service delivery efforts using IT infrastructure-to-incident correlation

Abstract

Predicting IT infrastructure performance under varying conditions, e.g., the addition of a new server or increased transaction loads, has become a typical IT management exercise. However, within a service delivery context, enterprise clients are demanding predictive analytics that outline future 'costs' associated with changing conditions. The service delivery staffing costs incurred in addressing problems and requests (arriving in the form of incident and other problem tickets) in the managed environment is especially of high importance. This paper describes an analytical study addressing such cost prediction. Specifically, a novel approach is described in which support vector regression is used to predict service delivery workloads (measured by ticket volumes) based on managed server characteristics Additionally, a proposed framework combining various analytical models is proposed to predict service delivery staffing requirements under changing IT infrastructure characteristics and conditions. Detailed descriptions of the workload prediction techniques, as well as an evaluation using data from an actual large service delivery engagement, are presented. © 2014 IEEE.