18
Aug
In the intricate world of IT support, the structure of support levels—spanning from Level 0 to Level 4—seems to cover all bases. But the question remains: is this multilayered approach necessary, or could a more streamlined model serve your business better? By creatively mixing support levels, you can achieve a leaner, more efficient support structure, shedding all of the weights, that drives innovation rather than stifling it. Understanding the Support Levels To appreciate the potential of mixing support levels, let’s first clarify what each level entails: Level 0 (Self-Help): Users resolve their issues independently using automated resources like FAQs, blogs,…