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Say goodbye to tedious and time-consuming troubleshooting with our comprehensive dataset of 1538 Capacity Calculation in Capacity Assessment.
Are you tired of constantly scouring through countless sources for answers to your Capacity Assessment related queries? Our Capacity Assessment Knowledge Base takes the guesswork out of the equation by providing you with the most important questions to ask in order to get results by urgency and scope.
This ensures that you are able to resolve issues quickly and effectively, without wasting valuable time and resources.
Not only does our dataset offer prioritized requirements and solutions, but it also comes with a wide range of benefits.
You will have access to real-world examples and case studies, showcasing how our solutions have been successfully implemented in various scenarios.
With Capacity Calculation in Capacity Assessment, you can trust that our data has been thoroughly researched and tested, so you can have confidence in the accuracy and reliability of the information.
What sets our Capacity Calculation apart from competitors and alternatives? We pride ourselves on being the go-to resource for professionals in need of a comprehensive and user-friendly knowledge base.
Our product type is designed specifically for Capacity Assessment professionals, making it an essential tool for anyone looking to streamline their troubleshooting processes.
Looking for an affordable alternative? Our DIY approach and affordable pricing make Capacity Calculation in Capacity Assessment accessible to businesses of all sizes.
You don′t need to break the bank to benefit from our dataset – we believe that solving problems should be attainable for everyone.
When it comes to product detail and specification overview, our Capacity Calculation in Capacity Assessment dataset is second to none.
We cover a wide range of topics and scenarios, ensuring that you have all the information you need at your fingertips.
This takes the stress out of troubleshooting, allowing you to focus on providing top-notch service to your customers.
Some may argue that there are other semi-related products out there, but none can compare to the benefits and convenience of Capacity Calculation in Capacity Assessment.
Our dataset is specifically tailored to Capacity Assessment needs, providing you with targeted solutions and saving you from the hassle of sifting through irrelevant information.
Let′s not forget about the benefits!
With our dataset, you can expect increased efficiency, improved customer satisfaction, and reduced downtime.
And for businesses, this translates into cost savings and a competitive edge in the market.
It′s a no-brainer – investing in our Capacity Calculation in Capacity Assessment is a smart move for any business looking to improve their Capacity Assessment processes.
Of course, like any product, there are pros and cons.
But with Capacity Calculation in Capacity Assessment, the pros heavily outweigh the cons.
Our dataset is regularly updated and reviewed, ensuring that you always have access to the latest and most accurate information.
Plus, our user-friendly interface makes it easy for anyone to navigate and utilize the data effectively.
In summary, our Capacity Calculation in Capacity Assessment Knowledge Base is a game-changer for anyone in need of efficient and effective problem-solving.
Save time, money, and stress by investing in our dataset and see the results for yourself.
Don′t just take our word for it – try it out for yourself and experience the difference.
Upgrade your Capacity Assessment processes with Capacity Calculation in Capacity Assessment today!
How many help desk/ Capacity Assessment agents are there who will process and fulfil the requests? How do you contain IT costs while the consumption and usage of IT will grow significantly? How do you adjust policies and controls to enable experimentation that is quick and safe?
Capacity Calculation
Capacity Calculation provide assistance and support to users with technical issues and requests. The number of help desk/Capacity Assessment agents depends on the size and needs of the organization.
1. Implement a ticketing system to track and prioritize requests - Increases efficiency and accountability among agents.
2. Automate common tasks or FAQs with self-service tools - Frees up agents′ time for more complex issues and improves customer satisfaction.
3. Offer live chat support for immediate assistance - Reduces wait times and improves customer experience.
4. Use remote desktop support to troubleshoot issues directly on customers′ devices - Increases first call resolution rates and reduces the need for onsite visits.
5. Utilize a knowledge base for agents to quickly access solutions and best practices - Speeds up problem-solving and reduces the likelihood of errors.
6. Enable agents to escalate tickets to appropriate teams for specialized knowledge or support - Reduces resolution times for complex issues.
7. Integrate with monitoring tools to proactively identify and resolve potential issues before they become full-blown problems - Improves overall system reliability and customer satisfaction.
8. Provide regular training and resources for agents to stay updated on technology and processes - Encourages continuous improvement and provides agents with the necessary skills to handle a diverse range of requests.
9. Use customer feedback and surveys to identify areas for improvement and measure customer satisfaction - Allows for continuous improvement and helps identify potential issues early on.
10. Implement performance metrics and reporting to track agent productivity and identify areas for improvement - Allows for better resource allocation and ensures a high level of service delivery.
CONTROL QUESTION: How many help desk/ Capacity Assessment agents are there who will process and fulfil the requests?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
In the next 10 years, our goal for Capacity Calculation is to have a team of over 10,000 highly skilled and dedicated help desk/ Capacity Assessment agents who will seamlessly process and fulfil requests from millions of satisfied customers around the globe. This expansive and diverse team will utilize cutting-edge technology and innovative strategies to provide exceptional and proactive customer support, setting a new industry standard. Our agents will be known for their efficiency, effectiveness, and empathy, delivering unparalleled customer satisfaction and consistently exceeding expectations. With a strong focus on continuous improvement and evolving with the ever-changing needs of our clients, our Capacity Calculation will become the go-to choice for businesses of all sizes, solidifying our position as the leading provider in the industry.
"This dataset has become my go-to resource for prioritized recommendations. The accuracy and depth of insights have significantly improved my decision-making process. I can`t recommend it enough!"
Synopsis:
Capacity Calculation (SDS) is a leading provider of help desk and Capacity Calculation for organizations of all sizes. The company offers a range of services, including incident management, problem management, and service request fulfillment, to help organizations streamline their IT support processes and improve customer satisfaction. One of the key questions that many of SDS′s clients have is, How many help desk/Capacity Assessment agents do we need to process and fulfill requests? In this case study, we will explore how SDS uses a data-driven approach to determine the optimal number of agents needed for efficient request processing and fulfillment.
Consulting Methodology:
To address the client′s question, SDS follows a structured consulting methodology that includes the following steps:
1. Data Collection: The first step in determining the required number of help desk/Capacity Assessment agents is to gather relevant data from the client. This includes the number of users, types of requests, average handling time, and peak hours/days. This data is crucial as it serves as the foundation for the analysis and helps identify trends and patterns.
2. Analysis: After collecting the data, SDS conducts a detailed analysis using a combination of statistical techniques and best practices from the industry. The analysis includes identifying patterns in request volumes, frequently occurring issues, and the average handling time of requests. Additionally, SDS also analyses the impact of peak hours/days on the workload of the agents.
3. Forecasting: Based on the analysis, SDS uses forecasting techniques to predict the number of requests that are likely to be received in the future. This takes into account factors such as seasonality, growth, and changes in business operations.
4. Agent Capacity Calculation: Once the forecasting is complete, SDS calculates the available agent capacity based on the average handling time of requests and the number of working hours. This helps identify the gap between the current and required number of agents.
5. Optimization: In the final step, SDS uses optimization techniques to determine the optimal number of agents needed for efficient request processing and fulfillment. This takes into account factors such as budget constraints, service level agreements, and customer satisfaction levels.
Deliverables:
Using the consulting methodology outlined above, SDS provides the following deliverables to its clients:
1. Data analysis report: This report includes an in-depth analysis of the data collected and serves as the basis for determining the required number of agents.
2. Agent capacity calculation: Based on the analysis, SDS provides a detailed calculation of the available agent capacity and the gap between the current and required number of agents.
3. Agent optimization plan: The optimization plan outlines the recommended number of agents along with a breakdown of their roles and responsibilities.
Implementation Challenges:
During the implementation of this consulting process, SDS has faced a few challenges, including:
1. Inaccurate or incomplete data: Without accurate and complete data, the analysis and forecasting may not accurately reflect the workload and impact the effectiveness of the recommendations.
2. Resistance to change: Implementing changes to the number of agents can be challenging and may face resistance from employees. To address this, SDS works closely with the client′s management team to ensure a smooth transition.
KPIs:
To measure the success of the consulting process, SDS focuses on the following key performance indicators (KPIs):
1. Request volume: This KPI measures the number of requests received over a period and helps identify patterns and trends that may impact the workload of the agents.
2. Average handling time: This KPI measures the average time taken by agents to handle and resolve requests. Reducing the average handling time can increase the efficiency of agents and free up capacity for other requests.
3. Customer satisfaction: By surveying customers, SDS measures the client′s satisfaction levels with the support services provided. A higher satisfaction rating indicates effective request processing and fulfillment.
Management Considerations:
In addition to the technical aspects, SDS also considers the following management considerations when determining the number of help desk/Capacity Assessment agents:
1. Budget: The cost of hiring and maintaining the required number of agents is a critical consideration for organizations. SDS works with clients to find a balance between the optimal number of agents and budget constraints.
2. Service level agreements (SLAs): SLAs define the service standards that must be met by the assistance team. SDS takes into account these SLAs when determining the number of agents to ensure they can meet the response and resolution time commitments.
Conclusion:
In conclusion, SDS′s consulting methodology uses a data-driven approach to determine the optimal number of help desk/Capacity Assessment agents needed for efficient request processing and fulfillment. By accurately analyzing and forecasting workload, SDS helps organizations align their support services with business needs, improve customer satisfaction, and optimize operational costs.
Citations:
1. Lee, T., & Zhang, J. (2006). A comprehensive performance evaluation method for call centers. Computers & Industrial Engineering, 50(1), 63-75.
2. Radwanski, C., Baiardo, M., & Rowe, N. (2010). Estimating the number of help desk agents using queuing and simulation. Communications of the Association for Information Systems, 27(1), 12.
3.Zhang, J., & Yen, B. P. C. (2009). A hybrid approach to intelligent staffing in IT service management. Decision Support Systems, 48(3), 431-442.
Say goodbye to tedious and time-consuming troubleshooting with our comprehensive dataset of 1538 Capacity Calculation in Capacity Assessment.
Are you tired of constantly scouring through countless sources for answers to your Capacity Assessment related queries? Our Capacity Assessment Knowledge Base takes the guesswork out of the equation by providing you with the most important questions to ask in order to get results by urgency and scope.
This ensures that you are able to resolve issues quickly and effectively, without wasting valuable time and resources.
Not only does our dataset offer prioritized requirements and solutions, but it also comes with a wide range of benefits.
You will have access to real-world examples and case studies, showcasing how our solutions have been successfully implemented in various scenarios.
With Capacity Calculation in Capacity Assessment, you can trust that our data has been thoroughly researched and tested, so you can have confidence in the accuracy and reliability of the information.
What sets our Capacity Calculation apart from competitors and alternatives? We pride ourselves on being the go-to resource for professionals in need of a comprehensive and user-friendly knowledge base.
Our product type is designed specifically for Capacity Assessment professionals, making it an essential tool for anyone looking to streamline their troubleshooting processes.
Looking for an affordable alternative? Our DIY approach and affordable pricing make Capacity Calculation in Capacity Assessment accessible to businesses of all sizes.
You don′t need to break the bank to benefit from our dataset – we believe that solving problems should be attainable for everyone.
When it comes to product detail and specification overview, our Capacity Calculation in Capacity Assessment dataset is second to none.
We cover a wide range of topics and scenarios, ensuring that you have all the information you need at your fingertips.
This takes the stress out of troubleshooting, allowing you to focus on providing top-notch service to your customers.
Some may argue that there are other semi-related products out there, but none can compare to the benefits and convenience of Capacity Calculation in Capacity Assessment.
Our dataset is specifically tailored to Capacity Assessment needs, providing you with targeted solutions and saving you from the hassle of sifting through irrelevant information.
Let′s not forget about the benefits!
With our dataset, you can expect increased efficiency, improved customer satisfaction, and reduced downtime.
And for businesses, this translates into cost savings and a competitive edge in the market.
It′s a no-brainer – investing in our Capacity Calculation in Capacity Assessment is a smart move for any business looking to improve their Capacity Assessment processes.
Of course, like any product, there are pros and cons.
But with Capacity Calculation in Capacity Assessment, the pros heavily outweigh the cons.
Our dataset is regularly updated and reviewed, ensuring that you always have access to the latest and most accurate information.
Plus, our user-friendly interface makes it easy for anyone to navigate and utilize the data effectively.
In summary, our Capacity Calculation in Capacity Assessment Knowledge Base is a game-changer for anyone in need of efficient and effective problem-solving.
Save time, money, and stress by investing in our dataset and see the results for yourself.
Don′t just take our word for it – try it out for yourself and experience the difference.
Upgrade your Capacity Assessment processes with Capacity Calculation in Capacity Assessment today!
Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:
Key Features:
Comprehensive set of 1538 prioritized Capacity Calculation requirements. - Extensive coverage of 219 Capacity Calculation topic scopes.
- In-depth analysis of 219 Capacity Calculation step-by-step solutions, benefits, BHAGs.
- Detailed examination of 219 Capacity Calculation case studies and use cases.
- Digital download upon purchase.
- Enjoy lifetime document updates included with your purchase.
- Benefit from a fully editable and customizable Excel format.
- Trusted and utilized by over 10,000 organizations.
- Covering: IT Support, Service Reliability, Troubleshooting Issues, Application Development, Involvement Culture, Capacity Assessment Team, Critical Success Factors, Patch Management, Capacity Assessment Governance, IT Staffing, Purchase Requisitions, Capacity Assessment ROI, Capacity Assessment Communication, Collaborative Support, Digital Workflow, IT Environment, IT Capacity Assessment, Trend Analysis, Service Level Objectives, Data Recovery, User Authentication, Budget Management, Active Directory, Service Level Agreements, Capacity Assessment Challenges, IT Service Continuity Management, Capacity Assessment Training, Customer Feedback Management, Data Privacy, Disaster Recovery, Capacity Assessment Outsourcing, Peer Interaction, Capacity Assessment Integration, Backup Frequency, Capacity Assessment Support, Decision Support, End User Training, Backup Policies, Capacity Management, Help Desk Software, Disaster Recovery Planning, Performance Metrics, Service Request Management, Capacity Assessment Benefits, User Satisfaction Surveys, Collaboration Tools, Auditing And Compliance, Software Upgrades, Capacity Assessment Performance, Data Backup, Service User Experience, Knowledge Capture, Network Segmentation, Organizational Success, Security Audits, Efficient Distribution, Service Metrics Analysis, Operating System Issues, Annual Contracts, Asset Disposal, Business Continuity, Onboarding Support, KPIs Development, Asset Tracking Software, Security Updates, Database Management, Capacity Assessment Customer Support, Technical Analysis, Continual Service Improvement, Mobile Device Management, Capacity Assessment Reporting, Capacity Planning, Change Acceptance, Network Connectivity, Capacity Assessment Knowledge Management, Anti Virus Protection, Cost Reduction, Field Service Tools, Capacity Assessment Tickets, Current Release, Capacity Assessment, Asset Procurement, Capacity Assessment Efficiency, Service asset and configuration management, Capacity Assessment Evaluation, Collaborative Leverage, Capacity Assessment Optimization, Web Conferencing, Service Level Management, SLA Monitoring, CMMi Level 3, Capacity Assessment Staffing, Smart Logistics, Average Transaction, AI Practices, ADA Compliance, Capacity Assessment Analytics, ITSM, ITIL Capacity Assessment, ITIL Practices, It Needs, Voice Over IP, Desktop Virtualization, Capacity Assessment Tools, Key Success Factors, Capacity Assessment Automation, Capacity Assessment Processes, Business Transformation, Out And, Departmental Level, Agent Desktop, Malware Detection, ITIL Framework, Capacity Assessment Assessment, Server Virtualization, Capacity Assessment Trends, Career Development, Incident Response, Six Sigma Deployment, Email Configuration, Supplier Service Review, Supplier Outsourcing, Capacity Assessment Maturity, Workforce Management, Knowledge Base Management, Server Clustering, WYSIWYG editor, Maximizing Value, JIRA, Capacity Assessment Technology, Capacity Assessment Innovation, Installation Assistance, Server Management, Application Monitoring, Capacity Assessment Operations, Release Scope, Customer Insights, Capacity Assessment Project Management, Problem Management, Information Technology, Cyber Threats, Improved Efficiency, Capacity Assessment Management, Capacity Assessment Strategy, Hardware Procurement, IT support in the digital workplace, Flexible Work Culture, Configuration Management, Quality Assurance, Application Support, Ticket Management, User Provisioning, Capacity Assessment Service Level Agreements, System Maintenance, Capacity Assessment Portal, Web Browser Issues, Printer Setup, Firewall Configuration, Software Licensing, Capacity Assessment Culture, Performance Testing, Remote Troubleshooting, Atlassian Platform, Capacity Assessment Future Trends, It Just, Customer Service, Service Requests, Portfolio Evaluation, Cloud Computing, Capacity Assessment Metrics, IT Systems, Virtual Private Network, Performance Optimization, System Updates, Capacity Assessment Implementation, Technology Strategies, Vendor Management, Configuration Monitoring, RPA Adoption, Self Service Portals, Call Escalation, Management Systems, Hardware Diagnostics, Configuration Items, Capacity Assessment Leadership, Wireless Networking, Firewall Management, Root Cause Analysis, Change Management, Capacity Assessment Costs, Risk Practices, Change Advisory Board, Root Cause Elimination, Service Catalog Management, Productivity Metrics, Capacity Assessment Models, Performance Based Incentives, Supplier Quality, End-user satisfaction, Capacity Calculation, Adaptation Strategies, Storage Management, Asset Tracking, Remote Access, Problem Identification, Capacity Assessment KPIs, Capacity Assessment Transformation, Network Monitoring, Big Data, Desktop Support, Customer Satisfaction, Asset Decommissioning, Spam Filtering, Authentication Process, Action Plan, Data Encryption, Self Service Capabilities, Digital Transformation in Organizations, IT Governance
Capacity Calculation Assessment Dataset - Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):
Capacity Calculation
Capacity Calculation provide assistance and support to users with technical issues and requests. The number of help desk/Capacity Assessment agents depends on the size and needs of the organization.
1. Implement a ticketing system to track and prioritize requests - Increases efficiency and accountability among agents.
2. Automate common tasks or FAQs with self-service tools - Frees up agents′ time for more complex issues and improves customer satisfaction.
3. Offer live chat support for immediate assistance - Reduces wait times and improves customer experience.
4. Use remote desktop support to troubleshoot issues directly on customers′ devices - Increases first call resolution rates and reduces the need for onsite visits.
5. Utilize a knowledge base for agents to quickly access solutions and best practices - Speeds up problem-solving and reduces the likelihood of errors.
6. Enable agents to escalate tickets to appropriate teams for specialized knowledge or support - Reduces resolution times for complex issues.
7. Integrate with monitoring tools to proactively identify and resolve potential issues before they become full-blown problems - Improves overall system reliability and customer satisfaction.
8. Provide regular training and resources for agents to stay updated on technology and processes - Encourages continuous improvement and provides agents with the necessary skills to handle a diverse range of requests.
9. Use customer feedback and surveys to identify areas for improvement and measure customer satisfaction - Allows for continuous improvement and helps identify potential issues early on.
10. Implement performance metrics and reporting to track agent productivity and identify areas for improvement - Allows for better resource allocation and ensures a high level of service delivery.
CONTROL QUESTION: How many help desk/ Capacity Assessment agents are there who will process and fulfil the requests?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
In the next 10 years, our goal for Capacity Calculation is to have a team of over 10,000 highly skilled and dedicated help desk/ Capacity Assessment agents who will seamlessly process and fulfil requests from millions of satisfied customers around the globe. This expansive and diverse team will utilize cutting-edge technology and innovative strategies to provide exceptional and proactive customer support, setting a new industry standard. Our agents will be known for their efficiency, effectiveness, and empathy, delivering unparalleled customer satisfaction and consistently exceeding expectations. With a strong focus on continuous improvement and evolving with the ever-changing needs of our clients, our Capacity Calculation will become the go-to choice for businesses of all sizes, solidifying our position as the leading provider in the industry.
Customer Testimonials:
"This dataset has become my go-to resource for prioritized recommendations. The accuracy and depth of insights have significantly improved my decision-making process. I can`t recommend it enough!"
"I`ve been using this dataset for a few weeks now, and it has exceeded my expectations. The prioritized recommendations are backed by solid data, making it a reliable resource for decision-makers."
"I`ve been using this dataset for a variety of projects, and it consistently delivers exceptional results. The prioritized recommendations are well-researched, and the user interface is intuitive. Fantastic job!"
Capacity Calculation Case Study/Use Case example - How to use:
Synopsis:
Capacity Calculation (SDS) is a leading provider of help desk and Capacity Calculation for organizations of all sizes. The company offers a range of services, including incident management, problem management, and service request fulfillment, to help organizations streamline their IT support processes and improve customer satisfaction. One of the key questions that many of SDS′s clients have is, How many help desk/Capacity Assessment agents do we need to process and fulfill requests? In this case study, we will explore how SDS uses a data-driven approach to determine the optimal number of agents needed for efficient request processing and fulfillment.
Consulting Methodology:
To address the client′s question, SDS follows a structured consulting methodology that includes the following steps:
1. Data Collection: The first step in determining the required number of help desk/Capacity Assessment agents is to gather relevant data from the client. This includes the number of users, types of requests, average handling time, and peak hours/days. This data is crucial as it serves as the foundation for the analysis and helps identify trends and patterns.
2. Analysis: After collecting the data, SDS conducts a detailed analysis using a combination of statistical techniques and best practices from the industry. The analysis includes identifying patterns in request volumes, frequently occurring issues, and the average handling time of requests. Additionally, SDS also analyses the impact of peak hours/days on the workload of the agents.
3. Forecasting: Based on the analysis, SDS uses forecasting techniques to predict the number of requests that are likely to be received in the future. This takes into account factors such as seasonality, growth, and changes in business operations.
4. Agent Capacity Calculation: Once the forecasting is complete, SDS calculates the available agent capacity based on the average handling time of requests and the number of working hours. This helps identify the gap between the current and required number of agents.
5. Optimization: In the final step, SDS uses optimization techniques to determine the optimal number of agents needed for efficient request processing and fulfillment. This takes into account factors such as budget constraints, service level agreements, and customer satisfaction levels.
Deliverables:
Using the consulting methodology outlined above, SDS provides the following deliverables to its clients:
1. Data analysis report: This report includes an in-depth analysis of the data collected and serves as the basis for determining the required number of agents.
2. Agent capacity calculation: Based on the analysis, SDS provides a detailed calculation of the available agent capacity and the gap between the current and required number of agents.
3. Agent optimization plan: The optimization plan outlines the recommended number of agents along with a breakdown of their roles and responsibilities.
Implementation Challenges:
During the implementation of this consulting process, SDS has faced a few challenges, including:
1. Inaccurate or incomplete data: Without accurate and complete data, the analysis and forecasting may not accurately reflect the workload and impact the effectiveness of the recommendations.
2. Resistance to change: Implementing changes to the number of agents can be challenging and may face resistance from employees. To address this, SDS works closely with the client′s management team to ensure a smooth transition.
KPIs:
To measure the success of the consulting process, SDS focuses on the following key performance indicators (KPIs):
1. Request volume: This KPI measures the number of requests received over a period and helps identify patterns and trends that may impact the workload of the agents.
2. Average handling time: This KPI measures the average time taken by agents to handle and resolve requests. Reducing the average handling time can increase the efficiency of agents and free up capacity for other requests.
3. Customer satisfaction: By surveying customers, SDS measures the client′s satisfaction levels with the support services provided. A higher satisfaction rating indicates effective request processing and fulfillment.
Management Considerations:
In addition to the technical aspects, SDS also considers the following management considerations when determining the number of help desk/Capacity Assessment agents:
1. Budget: The cost of hiring and maintaining the required number of agents is a critical consideration for organizations. SDS works with clients to find a balance between the optimal number of agents and budget constraints.
2. Service level agreements (SLAs): SLAs define the service standards that must be met by the assistance team. SDS takes into account these SLAs when determining the number of agents to ensure they can meet the response and resolution time commitments.
Conclusion:
In conclusion, SDS′s consulting methodology uses a data-driven approach to determine the optimal number of help desk/Capacity Assessment agents needed for efficient request processing and fulfillment. By accurately analyzing and forecasting workload, SDS helps organizations align their support services with business needs, improve customer satisfaction, and optimize operational costs.
Citations:
1. Lee, T., & Zhang, J. (2006). A comprehensive performance evaluation method for call centers. Computers & Industrial Engineering, 50(1), 63-75.
2. Radwanski, C., Baiardo, M., & Rowe, N. (2010). Estimating the number of help desk agents using queuing and simulation. Communications of the Association for Information Systems, 27(1), 12.
3.Zhang, J., & Yen, B. P. C. (2009). A hybrid approach to intelligent staffing in IT service management. Decision Support Systems, 48(3), 431-442.
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