Abstract: Staffing is allocated by expressing a risk of violating a service level agreement for a given service line as a function of a number of full-time equivalents allocated to the given service line and a number of service tickets received at the given service line per unit of time per ticket severity level. The number of service tickets are processed by the number of full-time equivalents allocated to the given service line. Risks are summed across a plurality of distinct service lines to generate a total risk. Total risk is minimized by adjusting the number of full time equivalents allocated to each given service line across all services lines subject to a pre-determined reduction in total cost to process all service tickets by the number of full-time equivalents across all service lines and a pre-determined range of a permissible number of full-time equivalents for each service line.

Abstract: Embodiments for estimating substitutability between skills by combining skill similarities from one or more data sources by a processor. An adjacency of skill similarity of one or more skills of one or more entities may be determined. The adjacency of skill similarity may be used to generate one or more skill clusters. Skill demand of the one or more skill clusters may be forecasted.