Creating a multi-objective optimization model and developing a service based architecture for technical support specialist assignment

This thesis focuses on the optimization of the assignment process for technical support specialists in an IT Service Management (ITSM) company. The research examines the process of integrating the workloads obtained through the Analytical Network Process into a multi-objective multi-criteria mathematical model. The goal of this model is to balance the workload of technical support specialists while reducing costs and providing services that comply with service level agreements to customers. In the thesis, the criteria used to determine workloads in the Analytical Network Process and how these criteria are evaluated through pairwise comparisons are detailed. The coefficients obtained from these analyses are included in the mathematical model for workload determination. Additionally, the implementation of the mathematical model and data processing processes are extensively discussed in the thesis. Data is collected through the MM-API (Mathematical Model - Application Programming Interface), transformed into a suitable format for the database, and ensured that the model operates at regular intervals. The results of the model are transformed into a format compatible with the ITSM-API, allowing for the complete automation of the assignment process. This approach has the potential to make technical support assignments more efficient and effective, offering both cost advantages and customer satisfaction.