The ITSM Practice: Elevating ITSM and IT Security Knowledge
24/7 IT Support: Why Coverage Is Not Capability
· 12 min · Season 3 Episode 27
Show notes
24/7 support does not automatically mean 24/7 capability. In this episode of The ITSM Practice Podcast, Luigi Ferri explores how MSPs can design profitable 24/7 IT support using follow-the-sun models, AI, automation, Level Zero support, intelligent routing, and service tiers, while protecting engineering capacity, customer experience, SLAs, and margins.
In this episode, we answer to:
How can MSPs deliver effective 24/7 IT support without replicating expensive engineering capability across every time zone?
How can AI, automation, and Level Zero improve incident management, troubleshooting…
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