This checklist provides step-by-step guidance for evaluating software solutions, keeping them aligned with organizational goals and operational requirements. Specific criteria for IT Help Desk, Customer Service, and ITSM software are included.
IT help desk outsourcing has been around almost as long as there have been IT help desks.
IT help desks play a vital role in ensuring businesses' IT infrastructure, hardware, and software run as they should. Otherwise, businesses and organizations everywhere would run the risk of unexpected downtime, critical failures, cyberattacks, and more mundane but time-consuming headaches like being locked out of email inboxes and broken printers.
In 2025, Chief Information Officers, ITSM (IT Service Management) leaders, and cybersecurity chiefs will continue to face a growing range of challenges.
With technologies in every business now, Information Technology (IT) departments are tasked with providing support for those technologies. But with technologies come problems, and the reporting of those problems by users to IT usually come in the form of service requests, or "tickets".
Tier 4 IT Support, also known as Level 4 IT Support, is the highest level of support in the IT Service Management (ITSM) system.
Tier 3 IT Support, also known as Level 3 IT Support, represents the highest level of internal technical support within an IT service management (ITSM) team.
Tier 2 IT Support, also known as Level 2 IT Support, is a more advanced level that handles technical issues that cannot be resolved by Tier 1 agents.
Tier 1, also known as Level 1, or the help desk tier, is the front-line of human agent support in an IT support organization.
Tier 0, also known as Level 0, is the self-serve IT support level.
Self-serve (tier/level 0) is the front-line of ITSM support, and it should include FAQs, knowledge bases, online forums, and automated (AI-based, such as Chatbots) solutions.
In this in-depth guide, we will explain the 5 Tiers/Levels of IT Help Desk support, from Tier 0 (self-serve) up to Tier 4 (the most advanced).
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