International Business Machines Corporation
OPTIMIZATION OF PROVIDING TECHNICAL SERVICES

Abstract:

Information about a technician is received, in which the information includes an area expertise, a skill level, qualifications, available tools and materials, a previously performed service history and a location of the technician. A plurality of service request candidates is received that includes information associated with respective service requests. A first set of service requests appropriate for the technician is identified by comparing the information about the technician and the current location of the technician to the plurality of service request candidates. A recommended order to perform the first set of service requests is determined, based on a distance between service request locations, urgency of performing the service request, and factors associated with the respective service request; and a map representation of relative locations and the recommended order of service request response for the first set of service requests is presented to the technician.