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