Research of the Causes of Technical Support Service Inefficiency using the Methods of Mathematical Modeling

In the present study I research queueing systems and their application to the real world. The appearance of the queues and the large number of overdue requests arises as a huge problem because there is too much demand on the facilities so that it could be said that there is an incorrect allocation of responsibilities or inadequate number of service facilities. To solve this problem considers the influence of various factors and causes of the optimization necessity are investigated. Mathematical calculations are done and a queueing system is built using real data collected at hospital where the arrival and service time are exponentially distributed. A computational algorithm based on the obtained estimates for the intensities of the incoming streams of requests and the service is developed to determine the waiting time in line and average number of unexecuted requests, and it can be used for any organization with the same structure.