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https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
Yet the tiered support model provides no guidance for technical and application specialist groups participate in front line support; instead, the model calls for an escalation and filtering of issues to tier 2 and 3. Tiered support results in queues, work in progress, and backlog.
http://www.itbestofbreed.com/slide-shows/5-most-popular-methodologies-it-support-centers
Nov 10, 2015 · Support centers are always looking for ways to become more productive and efficient, and have embraced methodologies, processes and frameworks popularized everywhere from General Electric to Toyota to Oracle to do that. To figure out which methodology is the most popular, the Help Desk Institute (HDI) surveyed 803 technical professionals in more than 30 vertical industries, as well …
https://www.targetprocess.com/articles/10-ways-to-make-your-customer-support-as-agile-as-your-software/
Let’s summarize. To maximize the efficiency of your product support and keep your customers happy, make sure that you: Incorporate Agile principles into your product support. You support process should always be evolving based on the feedback and changing requirements of the customer. Put a smile on your support team!
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