The Research on Auto-Assignment Method of Service Orders Based on Rule Reasoning

Abstract

In incident management process, IT service management (ITSM) system usually sets up a dispatch center and full-time dispatchers to assign service orders to engineers. The assigning process has problems such as low efficiency and poor standardization. Aiming at these problems, We propose an auto-assignment model (AMM) of service orders for IT service management systems. Based on the actual business scenarios, the AMM model focuses on several factors such as attributes of service orders, responsibilities of roles, interests of candidates, load of candidates, social relationships between candidates, and attendance information of candidates. In addition, based on the auto-assignment model, we propose an auto-assignment method of service orders based on rule reasoning (AAM-RR). The analysis results of factors such as accuracy, coverage and time show that the AAM-RR can solve the problem of service orders' automatic assignment in IT service management system.