Tier 0:
Creation of Self Support resources (FAQs, use case documentation etc.)
Tier 1:
Simple tasks specific to each application or group of applications with roles and responsibilities including:
- Functional business process knowledge
- Basic troubleshooting / meaningful isolation
- Call management: call qualification / routing / case management
- Non-complex issue resolution
- Business report writing
- End user training on applications
Tier 2:
Complex activities specific to each application or group of applications with roles and responsibilities including:
- Application monitoring
- Application specialists (general technical)
- Application DBAs
- Knowledge management (tech content)
- Move to Production execution
- Operations management
- Report writing
Tier 3:
Advanced activities specific to each application or group of applications with roles and responsibilities including:
- Application specialists (deep technical)
- Training of Tier 1 and Tier 2 teams
- Current Product Engineering (minor changes to code that do not require a development cycle)
- Continuity Management
- Configuration Management
- Database Specialists
Tier 4:
These activities are not application specific but across the entire portfolio with roles and responsibilities including:
- Application business process specialists
- Audit and security compliance and management
- Application architecture
- Change management
- Escalation management
- Infrastructure management
- Knowledge management strategy
- Project / program management
- Risk management
- Resource capacity management
- Release management
- service delivery management
- SLA management
- Software license management
- Support methodology
- Support planning
- Supportability engineering
- Supplier selection and management
