On 27 Dec 2008, at 05:59, JF Mezei wrote:
The problem with oursourced first level support is that they are
totally disconnected from real time operations and wouldn't be aware
of problems that network engineers are currently working on.
That's a problem with a lot of internal first line teams too..
Offshore and outsource are different things, and when done right are
irrelevant to the quality of service delivered. A willingness to
offshore means you can deliver follow-the-sun NOC or support service,
which can drive down delivery costs and health/safety risks for the
organisation and drive up service quality by meaning that callers
reach someone alert and awake ;-). Outsourcing offshore service makes
it cheap and easy to do that.
Doing this well relies on building a process, and actually a different
process for each network being supported, though I don't want to give
away all the hints that I learned the hard way !
Andy
