“Follow the Sun” Service Desk Model

“Follow the Sun” Service Desk Model

- in ITSM and ITIL
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Follow the Sun is a support model which works best for service desks that work around the clock, i.e 24 hours a day and 7 days a week.

The organization which we are using in our example has offices spread worldwide and the Follow the Sun support model works wonderfully well for it. We can strategically place service desks in the US, Australia and India to provide 24X7 support to all locations.

The concept works something like this: During the US day time, service desk in the US is operational, and all calls from each of the eight locations land in the US service desk. As the sun moves away from the US and towards Australia, the service desk function is picked up by the Aussie counterparts and all the calls land in Australia, and the same process follows when the sun moves towards India. Hence, the name Follow the Sun.

Read the entire article on Service Desk on Train Signal Training.

About the author

Abhinav Kaiser is an author and a management consultant. He has authored Become ITIL Foundation Certified in 7 Days and Workshop in a Box: Communication for IT Professionals. He works as a consulting manager for a top consulting firm. He advises businesses, organizations and enterprises in the areas of DevOps, IT service management and agile project management frameworks. Social Media : Facebook | LinkedIn | Twitter | Google Plus

2 Comments

  1. Pingback: Introduction to Service Desk « Radic Solutions

  2. Pingback: Working in Night Shift will make you Sick | Abhinav PMP

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