Poorly performing enterprise applications are the weakest links in a corporation's management chain, causing delays and disruptions of critical business functions. This groundbreaking book frames enterprise application performance engineering not as an art but as applied science built on model-based methodological foundation. The book introduces queuing models of enterprise application that visualize, demystify, explain, and solve system performance issues.
When you complete this chapter you should be able to: Describe the characteristics of arrivals, waiting lines, and service systems; apply the single-channel queuing model equations; conduct a cost analysis for a waiting line; apply the multiple-channel queuing model formulas; apply the constant-service-time model equations; perform a limited-population model analysis.
This chapter presents the following content: Structure of a waiting line system, queuing systems, queuing system input characteristics, queuing system operating characteristics, analytical formulas, single-channel waiting line model with poisson arrivals and exponential service times, multiple-channel waiting line model with poisson arrivals and exponential service times, economic analysis of waiting lines.
Messaging systems based on queuing include products such as Microsoft’s MSMQ and
IBM’s MQSeries . The queuing model with their store-and-forward mechanisms come into
play where the sender of the message expects someone to handle the message while imposing
asynchronous communication and guaranteed delivery constraints. A widely used standard
in messaging is the Message Passing Interface Standard (MPI) . MPI is designed for
high performance on both massively parallel machines and workstation clusters.
ACD Automatic Call Distribution – there are many different models for ACD. Lowend
ACD is minimal queuing capability for a station or group of stations with little or
no reporting/monitoring. Low to Mid-level ACD will usually include more detailed
reports and other ACD features such as Silent Monitor, overflow queuing and
messaging. High-end ACD will generally include features like Skills based routing,
Time-of-day routing, Agent-Supervisor communications, elaborate/customizable
report capabilities, CTI interfaces for database lookups, IVR integration.
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