Itil Service Desk Tiers

A single point of contact to.

Itil service desk tiers.

Tier 0 or level 0 support. Tier 4 or level 4 support. Usually companies starting out using a single tier customer support system. There are three levels of certification for itil.

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. For those holding these certificates we are maintaining the itil certification register. If you are qualified please feel free to add your details. The service desk is staffed with generalists who have broad technical and applications knowledge to a limited depth.

To put it another way having an excellent help desk service impacts the life of your company. Tier 1 or level 1 support. The yasm service management model includes a complete set of service management roles that is a good starting point for organizations that wish to adopt itil 4. Why do companies use help desk tiers.

A service desk needs to capture ticket data in order to enable proper staff allocation to improve enable problem management to empower management to create better decisions and to help build a useful knowledge database. The service desk usually logs and manages all incidents and service requests and provides an interface for all other service operation processes and activities. Tier 3 or level 3 support. In this type the service desk is situated close to the customer generally at the same physical location or same time zone for international organizations.

In theory it is designed to improve the efficiency of the support team and help cut down on costs. Service desk objectives why is it so important. Though there can be significant variations tailoring a typical it support infrastructure usually implements the following support tiers. Tier 2 or level 2 support.

In the yasm service management wiki you can learn more about these roles. Tier 1 the service desk. Typically reached via a toll free phone number help desk support is now using the web to support customers via chat tools and social networks. I local service desk.

Within the it service operation part of the itil service lifecycle the service desk function is center stone acting as a single point of contact for all end users. By looking into the internal structure and location itil service desk can be categorized into three types.