Question: Exercise 7.15 We consider a Level-2 IT service desk with 2 staff members. Each staffmembercanhandleoneservicerequestin4workinghoursonaverage.Service times are exponentially distributed. Requests arrive at a mean rate

Exercise 7.15 We consider a Level-2 IT service desk with 2 staff members. Each staffmembercanhandleoneservicerequestin4workinghoursonaverage.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 fullled?

Exercise 7.16 Consider the Level-2 IT service desk described in Exercise 7.15. Let us assume that the number of requests is one per hour. How many level-2 staff members are required in order to ensure that the mean waiting time of a request is less than two working hours?

If possible, show calculations and outcomes.

Regards

IAG

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