From the course: IT Service Desk: Management Fundamentals
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Service desk models
From the course: IT Service Desk: Management Fundamentals
Service desk models
- Now that we have discussed frameworks, let's look at service desk models. Establishing a single point of contact with skilled technicians handling and categorizing issues are all benefits of a tiered model. Another approach to supporting customers that promotes and fosters collaboration is called swarming. Swarming is a collaborative approach that calls for a true culture shift from a more traditional, tiered approach. With swarming, collaboration is fostered because there are no tiers. The process starts when an issue is not resolved at the first point of contact. An issue can be sent directly to the individual who has the most expertise to resolve it, regardless of level. The individual who is working on the issue is the one who would own it through to resolution. This is a relatively new approach for supporting customers, and many consider it the next evolution of support. Many software vendors who don't have the challenges of enterprise service desks have implemented swarming…
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