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By Javier Faulin; et al

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1. We decided upon this approach because the alternative analytical methodology of product–form networks imposes strong restrictive assumptions that do not hold in practice for the system environments of interest, resulting in very poor approximations for this class of systems. Similarly, the alternative analytical methodology of heavy-traffic stochastic-process limits has wellknown accuracy problems for the types of priority queues comprising the IT services delivery model. Our approach based on strong approximations is therefore more general than product–form solutions and more accurate than heavy-traffic stochastic-process limits for the IT services delivery model.

In 2009 from the Technical University of Valencia. He teaches undergraduate and graduate courses in the Department of Materials and Mechanical Engineering, and supervises and advises students. He is participating now as technical chair of the International Research Group on Tribology in Manufacturing, and is also a member of the Society of Spanish Manufacturing Engineers since its foundation in 2004. Dr. Sellés is the author of books for teaching, several book chapters, and many conference papers.

In practice, however, these decisions are made on a more static basis, where the SDP routes all customer requests for each of a given technology type to a selected SDL(s). In some cases, the routing decisions depend upon the complexity of the request in addition to the technology area. ) Alternatively, routing decisions may depend upon time of day in the case that a customer contracts for 24-hour support. Support is sometimes provided by multiple SDLs where each provides service during its local regular business hours.

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