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Some enterprises simply “wing it†based on the whim of the top tier staff. Some enterprises use data to drive the virtuous cycle. Eventually, if the same issue gets escalated to the top tier over and over, the top tier will spend the time to document the recovery steps into instructions (manual or automated) for the lower tier to use in the future. The top tier will then do their best to fix the issue. Eventually, they reach the top tier where there are no instructions to follow. If the instructions do not resolve the issue, or if the timer elapses for their tier, then the IT representative simple escalates to the tier (or tiers) above them. The user call goes to a tier (or tiers) where the IT representatives simply follow instructions that have been created for them. Regardless of any business-specific tweaks, most enterprises have some sort of tiered system. Of course, some customers put their own spin on those tiers: maybe they have tier 1 only log the ticket, maybe they have a "Tier 1.5" that has slightly more responsibility, maybe they split "Tier 3" into multiple teams and have a higher-permissioned "Tier 4" team, and maybe they have an automated approach to recurring incidents that they call "Tier 0". And then, there is a "Tier 3" or engineering team who is the top point of escalation within the enterprise for a given technology these folks have top-level permissions for the application or service in question, and they do not follow instructions rather, they write the instructions for the lower tiers. Then there may be a "Tier 2" team who has slightly elevated permissions so they can take additional follow-the-instructions recovery steps. For example, there may be a "Tier 1" team who takes the user call, logs a ticket, and perhaps does a little bit of follow-the-instructions recovery. Within enterprise IT, the Normal Incident Management flow is usually a tiered system. Leveraging Microsoft's investments in the Normal Incident flow
OFFICE 365 SUPPORT MODEL PASSWORD
"I am getting prompted for my password continually" or "I cannot open my spreadsheet." Of course, those routine calls add up in terms of cost-to-IT, cost-of-user-time-to-engage-IT, and lost-user-productivity costs for the business. Normal Incidents are about the routine, end-user calls. On the other end of the spectrum are Normal Incidents. Most enterprises will establish a crisis phone bridge for the duration of a Major Incident, and all-hands will be on-deck until the incident is resolved. In an enterprise IT shop, Major Incidents are usually coordinated by the "Network Operations Center (NOC)" or by a Crisis Management team. Major Incident Management deals with incidents that meet certain criteria in terms of scope or criticality. In a previous post, we covered Major Incident Management.
OFFICE 365 SUPPORT MODEL PC
The Service Desk would take the "I need help fixing XYZ" calls along with "will you add another network cable to my office?" and "we need to order a new PC for an employee who is starting next month" requests, and the Service Desk would be accountable for the user experience with those incidents and requests. "Service Desk" is the industry term for the one-stop-shop function for IT engagement - both reactive and proactive. That term implies a reactive function that a user would call if they have an issue. Most of us are aware of the term "Help Desk". What is a Service Desk? What is Normal Incident Management?
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OFFICE 365 SUPPORT MODEL PRO
What are the IT Pro and IT Organizational impacts of Office 365?.