IT teams are inundated with a large number of requests from employees seeking technical assistance and support. These requests can range from basic inquiries about software functionalities to complex technical issues that require specialized expertise. In the face of this constant influx of requests, implementing a tiered service delivery model becomes paramount for organizing the help desk, streamlining IT support operations, and enhancing the overall employee experience.
The 5 Levels of IT Support
Tiered service delivery refers to a service model in IT Service Management (ITSM) where services are categorized into different levels or tiers based on their complexity, impact, and the specific needs of the employee. Each tier represents a different level of support and personalization. This approach allows IT teams to efficiently manage their resources and deliver services in a structured and organized manner.
Here's a breakdown of the levels of personalization for ITSM and IT teams in a tiered service delivery model:
Tier 0: Self-Service
Basic services and information are provided through self-service portals, knowledge bases, and FAQs.
Personalization: Low. Generic information is provided to all users.
Tier 1: Basic Support
Entry-level support provided by service desk personnel.
Personalization: Limited. Support is provided based on standard operating procedures and predefined solutions.
Tier 2: Advanced Support
In-depth technical support provided by specialized technicians or teams.
Personalization: Moderate. Solutions are more tailored to specific technical issues, but still follow established guidelines.
Tier 3: Expert Support
Highly specialized support provided by experts or senior engineers.
Personalization: High. Solutions are customized based on unique requirements and deep technical expertise.
Tier 4: Vendor/Developer Support
Support provided by external vendors or developers for specialized software or hardware issues.
Personalization: High. Tailored solutions provided by the creators of the software/hardware.
By adopting a tiered service delivery approach, IT teams can systematically categorize and prioritize the incoming requests. Basic queries and common issues can be efficiently addressed at the initial tiers, such as Tier 0 and Tier 1, where standardized solutions and self-service resources are provided. This approach not only ensures that employees receive prompt responses to their queries but also empowers them to find solutions independently, increasing their confidence in using IT systems.
AI capabilities to automate level 0 and level 1
AI models have revolutionized IT support by automating and streamlining tasks at Level 0 and Level 1, putting routine operations on autopilot.
From triaging incoming requests to categorizing issues and suggesting relevant knowledge base articles, generative AI plays a pivotal role in enhancing efficiency and saving valuable time. These advanced algorithms not only handle basic tasks but also offer quick actions, providing users with immediate solutions to common problems such as password reset.
By efficiently managing these initial levels of support, AI allows the IT team to focus their expertise on more complex requests that genuinely require human intervention. This not only speeds up the support process but also ensures that the IT team can concentrate on providing high-quality, personalized solutions, ultimately leading to a more agile and responsive IT support system.
Siit is a groundbreaking solution empowering IT teams to establish a tiered help desk with advanced AI capabilities, all without the constraints of traditional ITSM and help desk systems. It represents the future of service desks, ushering in the era of next-gen IT support.