India's largest platform for AI & Analytics leaders, professionals & aspirants

Sign in

India's largest platform for AI & Analytics leaders, professionals & aspirants
Become a Thought Leader
Become a 3AI Member

Sign in

3AI Digital Library

< Go Back

Volume Forecasting for IT Support Tickets

3AI September 6, 2020

Europe based manufacturing client

Problem Statement

  • A manufacturing giant runs its IT Support center operations from multiple locations. With various LOBs, Languages, Teams, and Geographies. Due to an incumbent process, the demand queue was not properly managed.
  • Linear extrapolation was yielding a high error percentage for demand planning, the team wanted a much more correct volume estimate.



Analytics Led Approach

Methodology Comparison and Evaluation

Event Class Suggestion

  • Part comparison of methodologies to evaluate the ‘best in class’ forecaster
  • Evaluation of the methodologies which yield the most believable forecasts

Critical Success Factors

  • High accuracy of forecasts, increase of efficiency by over 90% from the original forecast
  • Multiple LOB’s utilized multiple models to evaluate the time patterns and estimates. A combination of methodologies ensured more flexible model
  • Demand planning effort for the IT Support teams went down significantly to yield much more efficient results and better shift planning

    3AI Trending Articles

  • How Enterprises can leverage the power of Open LLMs and enhance Business Value

    Featured Article: Author: Raghavendra Prasad, JPMorgan With the advent of ChatGPT and several Open LLMs in the last few months, most of the business leaders have been pondering on how their enterprises can leverage these technologies to not only enhance customer experience across their products and services but as well as drive efficiencies & innovation […]

  • Pandemic has “fundamentally accelerated” the process of digital transformation – Satya Nadella

    “What we were going to think about during 2030 is probably going to be true in 2025,” Nadella added. He was speaking at the Resurgence TiEcon Delhi-NCR summit. The pandemic has “fundamentally accelerated” the process of digital transformation across industries, and companies equipped with digital technology are going to be more resilient and be able […]

  • Microsoft Announces Limited Access to its Custom Neural Voice

    Microsoft announced limited access to its neural text-to-speech AI called Custom Neural Voice. The service allows developers to create custom synthetic voices. . The Custom Neural Voice is a Text-to-Speech (TTS) feature of Speech in Azure Cognitive Services that allows users to create a one-of-a-kind customized synthetic voice for their brand.  Since the preview last year in September, the […]

  • Sebi is setting up a Cybersecurity Fusion Centre

    Establishing a cybersecurity fusion centre or a cyber lab is part of Sebi’s three-tier structure for monitoring cybersecurity-related events in the securities markets. . NEW DELHI: Markets regulator Sebi is in the process of setting up a cybersecurity fusion centre, a move aimed at detecting cyber threats faster and resolve such incidents efficiently and effectively. […]