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https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
Evaluating Technical Support Models: Tiered Support vs. Swarming, Part 1. ... Challenges to Tiered Support . The pace of business and technology change has resulted in an increasing demand for continuous rollout of new functionality and IT service improvements in many organizations. This leads to more frequent changes and releases introduced ...
https://www.wired.com/insights/2013/04/tiered-customer-support-is-dead-and-why-thats-good-for-business/
Tiered Customer Support is Dead (And Why That’s Good for Business) ... There are a large number of issues with this approach to technical support, and we are seeing more and more companies ...
https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-2.aspx
Paul examines the challenges of a tiered support model in Evaluating Technical Support Models: Tiered Support vs. Swarming, Part 1. In order to do this, silos that are characteristic of most IT organizations have to be bridged. The resources most able to address the issues must have visibility to these issues.
https://en.wikipedia.org/wiki/Technical_support
Multi-tiered technical support. Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business' needs regarding their ability to sufficiently serve their customers or users.
https://www.tsia.com/blog/escalation-vs-collaboration-support-models-which-is-right-for-you
Oct 13, 2014 · In my on-demand webinar, “Support Levels: To Tier or Not To Tier,” I talk about the two main customer support models that support organizations are currently utilizing to improve the customer experience and help drive customer success: the tiered, or “escalation” support model and the non-tiered collaborative "swarming" support model. I ...Author: Judith Platz
https://docs.bmc.com/docs/ac91/business-and-technical-services-modeling-609846366.html
Business and technical service modeling is required for building service models that connect a business with IT. This modeling allows business users, service line managers, the service desk, and IT operations to have a common understanding of the relationships …
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