M/GI/1 service time distribution

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I want to compute the distribution of the waiting time and the number of jobs for M/GI/1 where the service time is Heavy-Tailed or more specifically Pareto. I found this paper http://dl.acm.org/citation.cfm?id=1340307. However, I cannot understand at the end of the day how I can compute these distributions. Can someone explain it to me simple?

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Is it M/G/1 or M/GI/1? Moreover, are you asking about just the time spent receiving service or total delay (service+wait time).

If it is just service time, then isn't it given by G?!