A Rule-Based Approach to Prioritization of IT Work Requests Maximizing Net Benefit to the Business

  • Maher Rahmouni
  • Claudio Bartolini
  • Abdel Boulmakoul
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4824)


With the growth of IT outsourcing opportunities, providers of managed IT services, such as HP, are compelled to exploit any possible economy of scale in dealing with emerging requirements of their customers. In this paper we present a methodology and a set of tools for enhanced executive decision support capability for the best allocation of scarce development resources through timelier and more accurate delivery of forecast indicators relative to the net benefit. Examples of such indicators are total forecast revenue for a bundle of work requests and total forecast cost reductions for a bundle of work requests. The tools deliver on reduced development cost and shorter time to value through the identification of synergies, duplication and commonality in work requests. For example, our approach will be able to identify in a reliable manner work that falls into these discrete categories pertaining to potential duplication thereby highlighting areas of potential cost reduction. Moreover they guarantee a reduced turn around time of delivery to trade customers through prioritization driven by net benefit and optimized release.


IT oursourcing IT service management Work request prioritization 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2007

Authors and Affiliations

  • Maher Rahmouni
    • 1
  • Claudio Bartolini
    • 2
  • Abdel Boulmakoul
    • 1
  1. 1.Hewlett-Packard Laboratories, BristolUK
  2. 2.Hewlett-Packard Laboratories, Palo AltoUSA

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