Characterization of distribution laws for the Service Desk simulation model

The Service Desk is a dispatching service that is fully responsible to the customer or user for providing the services agreed with them, is the center for receiving all complaints and suggestions, monitors the current state of services and has competence to give orders to eliminate possible failures, as well as monitor the process of solving problems. In its most general form, this service can perform the functions listed in relation to any service (not just information technology) provided by an organization and its individual divisions.