Establish a framework of IT Service Management (ITSM) processes used in implementing, Singapore

Scenario

You have just joined a company, which has planned to establish a framework of IT Service Management (ITSM) processes used in implementing and operating enterprise IT Infrastructure systems.

In IT Infrastructure Service Support Management, support resources are normally divided into 3 levels of support as given below:

• Level 1: Service Desk (Mainly managed by Customer Service Representatives)
• Level 2: On-site support (Performed by IT Service Support Specialist, assignment is dispatched by Service Desk)
• Level 3: Also known as Deep Level Support (Activated by the escalation by Level 2 support). When there is no escalation, Deep Level Support performs system administration, maintenance and planning roles.

Requirements
The company Director has nominated you to be a team leader and form a project team of 3 to 4 members. You are assigned a task to explain the concepts of IT Service Infrastructure Management that covers the followings:

1. Explain the roles and responsibilities of these 3 levels and how are their work being co-ordinated. Construct a flow chart to illustrate the workflow.

2. State your view about the pros and cons of this 3 levels structure. Will these 3 levels support structure guarantee operation efficiency and effectiveness. Why?

3. What software and hardware are necessary to support these 3 levels support? Provide the functions and benefits of your suggested software and hardware.

4. Explain the performance measurement of Level 2 and Level 3. The measurement must be precise and factual.

5. Explain what is incident or problem escalation management? How could this escalation management be implemented in Level 2 and 3 support?

6. Level 3 support also performs system administration, maintenance and planning roles. Explain what works can be done by Level 3 support, in Availability and Capacity Managements, to enhance the performance of IT Infrastructure Management.