Question: Exercise 7 . 1 5 We consider a Level - 2 IT service desk with 2 staff members. Each staff member can handle one service

Exercise 7.15 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 h according to a Poisson process. What is the average time between the
moment a service request arrives to this desk and the moment it is fulfilled?

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