ITS - IT Delivery Services
Niveles de Servicio
Los Niveles de Servicio proporcionan un modelo para el suministro de productos de servicio de Alta Disponibilidad en entornos de red. En el modelo de Niveles de Servicio, las funciones de organización se colocan en una jerarquía escalonada, con líneas claras de demarcación entre funciones para asegurar que las responsabilidades y deberes estén claramente definidos.
NIVEL 1: Soporte de Usuario / Mesa de Ayuda
group is the first line of support and is generally receiving customers calls first.
They perform triage, solving straightforward problems themselves (possibly using some kind of knowledge management tool) and pass the rest onto Tier 2. In some rare cases, they may escalate directly to Tier 3. Workers in this group are marginally skilled with little technical training. This support level is often outsourced because the skills necessary to do the job effectively are not as directly tied to the specific products and services being offered as they are for the other tiers.
