Comparative Study of Tier I vs Tier II Support Models in ITSM
Keywords:
Tier I support, Tier II support, IT Service Management, comparative analysis, resolution time, customer satisfaction, operational costs, AI integration, remote work, support efficiency.Abstract
This study investigates the comparative effectiveness of Tier I and Tier II support models within IT Service Management (ITSM). Tier I, often the first point of contact, addresses basic user issues, while Tier II handles more complex technical problems. Through a systematic literature review and statistical analysis, the research evaluates key performance indicators (KPIs) such as resolution time, customer satisfaction, and operational costs. The findings suggest that while Tier II support is more resource-intensive, it is essential for resolving intricate issues that Tier I cannot address. The study also identifies gaps in current research and proposes areas for future exploration, including the integration of AI in support processes and the impact of remote work on support efficiency.
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References
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