ITSM and ITIL

“Follow the Sun” Service Desk Model

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.

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2 comments

Introduction to Service Desk « Radic Solutions March 28, 2012 at 4:27 PM

[…] Follow the Sun Service Desk Model Tagged: Call Center , ITIL , Service Desk […]

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Working in Night Shift will make you Sick | Abhinav PMP January 22, 2014 at 7:18 PM

[…] Follow the sun model works quite well to counter night working. Although it throws an emphasis on having employees in multiple locations across the globe against the idea of having one outsourced center. […]

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