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

Sign in

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

  • What is Demand Forecasting and how it helps a Business?

    Featured Article: Author: Soutrik Chowdhury & Sreedhar Sambamoorti, AB InBev Demand forecasting is the estimation of a probable future demand for a product or services based on historical trends, seasonal patterns and taking both internal and external factors into consideration  Demand forecasting is crucial for activities such as supply planning, product manufacturing planning, and financial […]

  • SEBA Bank Fundraising Fuels Growth For Providing Smart Banking

      FINMA licenced Swiss Seba Bank – who already provide a seamless, secure and easy-to-use bridge between digital and traditional assets – approved the completion of its Series B capital increase at its Extraordinary General Meeting today. SEBA Bank is primed to fuel and accelerate its growth strategy according to the team. Guido Bühler, CEO […]

  • Upskilling into AI

    Featured Article: Author: Puneeth B C, Computer Vision Specialist, Airbus India AI has penetrated our lives in a way that sometimes we don’t even realize. Devices and applications we use, are becoming smarter every day. An AI system knows more than what we know of ourselves. It is faster and more accurate than us in […]

  • How AI is transforming Financial Services

    Since its inception, AI has experienced at least two major hype cycles with resulting winters of disillusionment. Although after the first “winter”, many financial firms deployed a number of successful applications, by the 1990s, AI went into its second winter of disillusionment as realization set in that these systems were harder and more costly to build and maintain […]