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High-Performance IT Services by Terry Critchley

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Appendix I: Basic Queuing Theory

Introduction

Basic queuing theory stems to a large degree from the work of Erlang (ca. 1909) on telephony systems, using theory to predict and change the service perception of users of the systems. Queues and wait times are the factors that cause dissatisfaction in customers, which is bad for business.

It is therefore important to a business that the flow of work, queries, and other units of work or work units (WUs) pass through a system at an optimum rate, and queuing theory can help in this task. Some of the many factors of interest in queuing theory are listed below, not all of which are obvious to the customer but can have an effect on things he or she can witness, such as long wait times for service at a ...

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