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https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
The tiered support model is included in the ITIL framework as a proven good practice for responding to and resolving issues from users in a timely fashion. Tier 1 – The Service Desk. The service desk is tier 1, or first line support for users, expected to take ownership of the issue and resolve a significant percentage (usually around 70%) without escalation to other IT groups.
https://www.ogf.org/documents/Drafts/old/GridUserServicesBestPractices-02221.doc
A Support Model As a basis for outlining the best practices, a model of support is given. The elements of this support model are based on the current practices and expected needs for Grid environments. This is a straightforward mapping of a general support model of a modern high-performance computing center to a grid environment.
https://searchitoperations.techtarget.com/tip/Application-support-best-practices-involve-all-teams
Jan 09, 2018 · Application support best practices involve all teams There's more to app support than making sure the bits and bytes are in order; the user's experience is vital to uphold. Creating a smooth process takes more than just operations.
https://medium.com/@Orchestrate/application-maintenance-and-support-best-practices-bef7bad780cc
Nov 30, 2015 · Application Maintenance and Support — Best Practices ... It is a general perception around that application maintenance is aimed towards bug …Author: Orchestrate Technologies, LLC
https://www.lacisd.org/js/ckfinder/userfiles/files/2011_conference/TheEffectiveITOrganization.pdf
Key Principles of Successful IT Organizations 4. IT Organizational Maturity Model 5. Discussion: Best Practices IT Metrics 6. Discussion: Successful IT Models 7. Wrap-up. Agenda 1. Introductions ... “Supply”, “Support”) Agenda 1. Introductions 2. 2011 Gartner ExP CIO Survey Results 3. Key Principles of Successful IT Organizations 4. IT ...
https://www.cmswire.com/cms/customer-experience/saas-support-best-practices-the-transparent-model-026962.php
Oct 27, 2014 · In the final part of this series, I will explore best practices related to providing customers with the type of support they need when they need it by delivering proactive, passive and predictive ...
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