7.3. Service Center Organization Overview
The organization of the service center determines where and how items are escalated and routed. Many internal service centers use, and will continue to use, a three-tiered organizational structure to provide response to service requests. The resource pools within each tier are relatively small, and typically, each successive tier has more expertise in a specific area than the previous tier. Generally, when items are escalated they move to a pool, not to a specific individual.
The key objectives in service center organization are to
Ensure that each service center escalation pool clearly understands their service center responsibilities.
Ensure that each service center escalation pool clearly understands ...
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