Question: 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.

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.

(a) What is the average time between the moment a service request arrives to this desk and the moment it is fulfilled?

(b) 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?

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