Consider the scenario: your network support is neatly arranged
by autonomous department – helpdesk, first-line support, second-line
support, development and management. This is a traditional
structure allowing problems to be escalated to the most appropriate
person for swift resolution.
In principal this concept is fine, but it relies heavily
on effective communication, documentation and a thorough understanding
of the roles and levels of knowledge and expertise that your
colleagues hold.
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