The Level 1, 2 and 3 support model has been the go-to standard for the last 20+ years, providing a structured method for resolving Incidents and fulfilling Service Requests. Is it time for a rethink?
Read Chris Good’s latest insight article ‘Resolving Incidents and Service Requests via Swarming Method – does it work?’
On the assumption you do not have a personal hotline to “Mr/Ms/Mx Dependable” in IT who always resolves your IT issues (potentially ahead of higher priority work), you are likely to be raising Incidents and Service Requests via your online Service Portal or by calling your Service Desk. Read the full article here
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