Support Chain

[samsara]

Guys and gals

How do you define support chains and document them. what are they. e.g if person a called the help desk and it went to the local support guy and then to the network team and the to the helpdesk in South Africa and then back her - is that a support chain?

I am been tasked with defining the IT service for a new consulting company and the timelines are impposible - but at least if i get something documented - that would be a start.

I have said that they should see assistance externally which i think they will do in Sept but for now - they want something documented

any guidance, help examples etc will be appreciated.

thanks

[UKVIKING]

never heard of support chains

that being said

GRUMPY MODE ON

if you are part of a consulting company, surely you should know how to do this.

Why should I give you /the consulting a leg up on hodl to be a consulting company

i could be the company that would / would not hire
i could be the competition.. snicker

SARCASM MODE ON

In addition, what level of knowledge do you have concerning ITIL

Foundation ? V2 ? V3
Practitioner
Manager
V2-V3 bridge
Expert

==========

what you described is a process flow for incident mgmt.

the location of the next team is immaterial ... well except for the poor schmuck going to the pc ....

in the IT world global reach is expected
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[Doober]

[UKVIKING]

doober

If he is working for the company in the IT departmnt

then the defintion of the service is the defintion of the service

if he is trying to 'customise' the definition of the servicefor the consulting company different thant hat for the IT department then .....

if he is working for the consultingcomap ny he shodul ask the client not use to get their definition of their service as that is what he would be using

Please note

GRUMPY MODE PAUSE
SARCASM MODE ALWAYS on
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[samsara]

Doober - you are correct so that you for realising that!

UKViking - thanks for the humour

[UKVIKING]

You 're welcome for the humor but you still did not answer my questions

In order to give you advice (free) as others can as well, there is a more information needed
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[UrgentJensen]

Hi,

My understanding of a 'service chain' is simply the line of support e.g.:

customer > first line > second line > third party.

I find little use in these as they are too linear and usually create silos. it's the sort of thing an IT Manager/Director would traditionally think about if looking to remodel their department.

Nice day... should really be outside...

UJ
_________________
Did I just say that out loud?

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