Collaboration is an often proposed solution: the idea that a help desk ticket is assigned to a specific individual or group who either resolves the issue directly or shepherds the ticket and its user through the support system.
This can help support staff learn other areas of the company and ensures that customers feel better cared for. A collaborative approach still relies on delineation around who can solve which problems or which teams are responsible for tickets, while others are there to assist with the help process as needed. Establishing or making changes to your technical support team can be overwhelming, especially as your company grows. Developing a structure is the first step.
Start with identifying your needs and circumstances. Using the tiers template above, determine what sorts of topics and issues might fit into each tier. Note that some companies use fewer tiers than the five levels 0 through 4 listed above. If you only have enough staff to support three levels, that is a fine approach! Tiered IT support is greatly enhanced by ITSM and software products that automate many of the functions provided by each tier.
Learn about choosing ITSM tools. These postings are my own and do not necessarily represent BMC's position, strategies, or opinion. See an error or have a suggestion? Please let us know by emailing blogs bmc. Based in Baltimore, Chrissy Kidd is a writer and editor who makes sense of theories and new developments in technology.
His company also provides Marketing, content strategy, and content production services for B2B IT industry companies. Joe has produced over 1, articles and IT-related content for various publications and tech companies over the last 15 years. Joe can be reached via email at joe joehertvik. April 25, 6 minute read. Swarming: How a new approach to support can save DevOps teams from 3rd-line ticket hell from Jon Hall. You may also like. Contributed By: Yang Super Bubble Bobble Round Passwords.
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