We consider a level-2 IT service desk with 2 staff members. Each staff member can handle one service request in 4 working hours on average. Service times are exponentially distributed. Requests arrive at a mean rate of one request every 3 hours according to a Poisson process. What is the average time between the moment a service request arrives at this desk and the moment is fulfilled? (Show all the formulas and computations - since Lq (avg number of jobs in queue) is complex to calculate assume that it is = 1.02 (requests).)

We consider a level-2 IT service desk with 2 staff members. Each staff member can handle one service request in 4 working hours on average. Service times are exponentially distributed. Requests arrive at a mean rate of one request every 3 hours according to a Poisson process. What is the average time between the moment a service request arrives at this desk and the moment is fulfilled? (Show all the formulas and computations - since Lq (avg number of jobs in queue) is complex to calculate assume that it is = 1.02 (requests).)

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter12: Queueing Models

Section12.5: Analytic Steady-state Queueing Models

Problem 9P

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