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https://aboutgregjohnson.com/2015/02/28/centralized-and-distributed-support-models-in-service-industries/
Sep 02, 2017 · Introduction In service industries, centralized or distributed support models both have benefits and drawbacks. This document explores what these benefits and drawbacks are. Although there are people with strong opinions about which model is better, as you'll read here, there are different benefits to both systems, and when implemented properly, those benefits can be achieved.…
https://www.cio.com/article/2437034/models-for-global-it-governance.html
A distributed model places nearly all authority at the local level, perhaps with some financial support systems or e-mail provided by headquarters. Purely local, decentralized control was the ...Author: Richard Pastore
https://library.educause.edu/topics/information-technology-management-and-leadership/centralized-and-decentralized-support
Explore this resource page, a collection of EDUCAUSE resources related to centralized and decentralized IT support .
https://www.techrepublic.com/blog/tech-decision-maker/is-the-best-it-model-the-centralized-or-decentralized-approach/
Is the best IT model the centralized or decentralized approach? by Ramon Padilla jr. in Tech Decision Maker , in CXO on September 2, 2005, 1:26 AM PST
https://freshservice.com/itsm/three-tier-support-vs-swarming-blog/
The swarming method of IT support works on the pick-up, collaborate, solve and repeat model. Typically, anyone and everyone in the IT team is expected to ‘swarm’ on a user’s problem and solve it. While this model is seemingly nimble, the catch is that easily solvable tickets will …
https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-2.aspx
The swarming support model answers with more effective swarm teams who can effectively deal with the increasing complexity of issues reported and yet resolve these expeditiously. The tiered support model, by its very nature, drives costs up as an issue escalated from tier 1 to 2 to 3.
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