Research On Strategy Of Resource Scheduling In It Service Management

With the rapidly development of information technology (IT) and the expanding scale of modern enterprise, how to use IT to improve the overall operational capability have become a focus. In the traditional IT management, a lot of effort and funding was put in IT technology to design quantities of products to manage hardware and software as well as earthquakes and natural disasters, showing a typical phenomenon of technical management of high consumption. A large number of facts has proved that the technical problems are mostly from the negligence of IT management processes and personnel. In this case, IT service management (ITSM), as a new management approach, is widely recognized by many large enterprises and IT departments. It is service-oriented, and introduces processes to implement IT management, not only focusing on service quality, cost and efficiency, but also focusing on the characteristics of customer satisfaction. ITIL, as the best practices of ITSM, has been repeatedly revised and expanded to accommodate the demand for enterprise IT operations.As the external environment of organizations are changing, IT resource management issues have become increasingly prominent. Due to the complexity and variability of external environment faced by the organizations, IT resource management has become increasingly prominent. How to quickly determine the demand for IT resources, and improve utilization of resource has become the focus of ITSM research. According to COBIT, IT staff is also seen as an important part of IT resources, as it can play dynamic role in the processes and technology of ITSM. Change management, as one of the most important processes of ITIL, involving the changes of infrastructure or any aspect of the service, has a direct impact on the loss of business service interruptions. We research the IT resources in change management as it is more representative and urgent than other management due to its complex internal structure, change management research, large resource consuming, and the uncertainty during the execution.Compared to the previous studies, the main contribution of this paper can be summarized as follows.(1) In this paper, the change activity is seen as the smallest entity, and chemical "element notation" is introduced to to distinguish between machine activities and human activities.(2) In change scheduling model, we research IT infrastructure separately and creatively, and find a novel strategy to adjust the existing model when IT resource is restricted. This strategy is based on both the utilization and load of IT resources, and also used bussiness takeoff to find the "best" scheduling mode.(3) The dynamic role of IT human resource is fully considered when scheduling real resources and time to change activities. Furthermore, we use runtime as the intermediate variables of IT metrics and business indicators to quantitate business impact of IT manpower when scheduling change, and propose an efficient, safe, and economic human resource scheduling strategy based on heuristic algorithm.In the change scheduling logic, both the change scheduling model established and the allocation of change activities to actual resource and time are fully considered. In the part of modeling, internal logic and hardware and software resources are sequentially implemented, and resources and runtime of different models are also analysed. In the part of allocating, human sorting and activities sorting are parallel, also our strategy is compared with the past research strategy based on BDIM. To be noticed, the data used in our simulation are true and reliable, fully proved the validity and reliability of our strategy.