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Service Process | Elements of Queuing System | BSc.CSIT | Fifth Semester

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service processService Process, a elements of queuing system
Simulation and Modeling Reference Notes
Fifth Semester | Third year
BSc.CSIT | Tribhuvan University (TU)

Service Process
Once entities have entered the system they must be served. The physical meaning of “service” depends on the system. Customers may go through the checkout process. Parts may go through machining. Patients may go through medical treatment. Orders may be filled. And so on. From a modeling standpoint, the operational characteristics of service matter more than the physical characteristics. Specifically, we care about whether service times are long or short, and whether they are regular or highly variable. We care about whether entities are processed in first-come-first-serve (FCFS) order or according to some kind of priority rule. We care about whether entities are serviced by a single server or by multiple servers working in parallel etc.

Markov Service Process
A special service process is the Markov service process, in which entities are processed one at a time in FCFS order and service times are independent and exponential. As with the case of Markov arrivals, a Markov service process is memory less, which means that the expected time until an entity is finished remains constant regardless of how long it has been in service.

For example, in the Marcrohard example, a Markov service process would imply that the additional time required to resolve a caller’s problem is 15 minutes, no matter how long the technician has already spent talking to the customer. While this may seem unlikely, it does occur when the distribution of service times looks like the case shown in Figure 1. This depicts a case where the average service time is 15 minutes, but many customers require calls much shorter than 15 minutes (e.g., to be reminded of a password or basic procedures) while a few customers require significantly more than 15 minutes (e.g., to perform complex diagnostics or problem resolution). Simply knowing how long a customer has been in service doesn’t tell us enough about what kind of problem the customer has to predict how much more time will be required.

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