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ITIL :: View topic - Regarding the responsibilities of L1, L2, L3 support
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Regarding the responsibilities of L1, L2, L3 support

 
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Iva_Eva
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Joined: Jul 19, 2017
Posts: 3

PostPosted: Wed Jul 19, 2017 6:19 pm    Post subject: Regarding the responsibilities of L1, L2, L3 support Reply with quote

I wanted to know about the various responsibilities undertaken by L1, L2, L3 support groups pertaining to different services like incident management, problem management, event management, knowledge management etc
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3581
Location: London, UK

PostPosted: Thu Jul 20, 2017 11:43 pm    Post subject: Reply with quote

It is what ever you define them as

L0 is usually the service desk with very little skills on any subject or technical area
L1 usually has a working knowledge of the technical or functional area
L2 - More knowledge - senior people who may have years
L3 - more and may be the vendor itself
L4 like L3


it is up to the organisation to define who does what

It is like a hospital visit

You come to the receptionist (L0)
The nurse may take information and take your pulse, and BP (L1)
The resident on duty will interview and work to determine if any specialist is needed and try to 'fix' your issue or escalate to the next level (L2)
The surgeon / specialist would look at critic issues ythat L2 can not do - Surgery etc
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Iva_Eva
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Posts: 3

PostPosted: Fri Jul 21, 2017 2:04 pm    Post subject: Reply with quote

Thank you! Very Happy
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