How support is organised.
WHAT THE TIERS TYPICALLY ARE
- First: initial contact, common issues, known solutions
- Second: deeper technical work, less common issues
- Third: specialists, vendors, or those who built the system
WHY SEPARATE THEM
So common issues are resolved quickly, and specialists are not consumed by routine work.
WHAT THE FIRST TIER SHOULD RESOLVE
As much as possible, using documented solutions.
WHY
It is faster for the user, and cheaper.
WHAT DETERMINES WHAT THEY CAN RESOLVE
Access granted Documentation available Training
WHAT TO INVEST IN
All three, to raise first-contact resolution.
WHAT SUGGESTS THE MODEL IS FAILING
Most work escalating immediately Specialists handling routine requests Users bypassing the process
WHAT CAUSES THAT LAST ONE
The process being slower than going directly.
WHAT TO DO ABOUT IT
Make the process faster, rather than enforcing it.
WHAT TO MEASURE
Resolution at each tier, and what escalates.
WHAT TO FEED BACK
Knowledge from higher tiers to lower ones.
