A Heuristic Approach To Compute Service Request Resolution Time

Abstract

In companies with thousands of product portfolios, sales personnel may not be aware of all details related to the contract they are working on with the clients. To get assistance, they might open a ticket to help them better navigate the deal. For example, at IBM, the sales support staff often requests Quote To Cash (Q2C) support and opens a new ticket called Service Request (SR) with the Q2C team, which routes the SR to the appropriate squad. Stakeholders at different stages in the business process would benefit from forecasts around SR resolution times, to make wiser business decisions. Hence, predicting time required by squads to resolve future SRs becomes an important and challenging problem.