Help Desk Definitions

[GLackey]

We're trying to consolidate help desk functions for all of our projects and we're coming up with a mixed bag of difinitions for levels 1, 2 and 3 support. The disparity of what each project calls various levels of support is really amazing.

Does anyone have any idea where I could find a good canned definition of the different levels?

Any help would be appreciated.

 

[BNPMike]

The disparity of what each project calls various levels of support is really amazing.

I'm not sure it would amaze me. What levels of support are required depends on customer requirements which are very variable. You might get some consistency on simple things like password re-sets but more complex support issues will not conform to some abstract standard model. You decide the layering based on support personnel available, current practice, customer expectations etc.