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https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
A tiered support model naturally results in the creation and maintenance of a fire-fighting and hero culture, where the heroes are the tier 2 or 3 experts who are called on to resolve the most difficult issues.
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4014302/
The controversy over the SUPPORT study and, by implication, other similar studies, is, in part, because there is powerful evidence that being in the study was safer than not being in the study. The nature of that evidence and its implications suggest two important lessons that we should learn from the SUPPORT study controversy.Cited by: 11
https://www.pluralsight.com/blog/it-ops/itil-study-guide-service-desk
ITIL® Study Guide: Introduction to the Service Desk - select the contributor at the end of the page - These days, you don't find a service provider or a product company that does not have a call center. ... Follow the Sun is a support model which works best for service desks that work around the clock, i.e 24 hours a day and 7 days a week.
http://digitalcommons.lasalle.edu/cgi/viewcontent.cgi?article=1027&context=mathcompcapstones
LEARNING TO TROUBLESHOOT: A SUPPORT PROCESS MODEL CASE STUDY 5 3. Literature Review Software support is a challenging and diverse field, especially when an individual is new to a particular product that is being supporting or new to the field of support in general.
http://www.na-businesspress.com/JMPP/GovindarajuluC_Web15_1_.pdf
A Federated Model for End-User Computing Support . Chittibabu Govindarajulu . Delaware State University . End-User Computing (EUC) has been around for over 30 years. During that time, end user support has been provided by help desk, local IT staff, and in many instances by friends and/or colleagues. End users
https://files.nc.gov/ncdit/documents/files/Application%20Support%20Model.pdf
Category 1 Applications (Standard Software on all Desktops) Agency Business Agency IT ITS Service Desk ITS Desktop ... Vendor management X Security compliance X Configuration X Technical support X Functional support Limited* Patch management X Release management X Application maintenance X Application development X ... Application Support Model.xls
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3838531/
We can and should always work to improve the process. 17 Toward that goal, we should learn from the controversy about the SUPPORT study. But we should learn the right lessons. The most important lesson is that sometimes it is safer to be in a study than to not be in a study.Cited by: 7
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