Technician scheduling in IT service with the consideration of service level

This paper mainly studies human resource scheduling problem about the IT operation considering the service level under the condition of limited human resource. How to make full use of staff skills in operation and maintenance services and allocate limited human resources so as to effectively and promptly react to the failures and minimize the cost of the enterprises. A model of human resource scheduling problem about IT operation considering the service level is established and the goal is to make total cost of human resources minimum. Besides, it adopts a heuristic to resolve the problem of infeasibility created by crossover operations. The experimental results show that, in most cases, the genetic algorithm can obtain a better feasible solution compared with the greedy algorithm, but the program runs longer.