Global Support group managing support queues across several instances

[Chaz_]

Hi,

I was after some insight into the best way to manage the following scenario.

There are several instances across different geographies and each has its own support groups. For a particular area, support groups from each location will merge into a global support team, yet retain separate instances. What would you suggest in terms of implementing this and best practices? This isn't globalisation of many instances, but just a particular stream of work which is being merged.

Would be great to hear of your insights and lessons learnt. It can be messy with synching across systems so would like this to be as neat as possible 

Thanks.

[Wind0004 · Accepted solution]

Hi Chaz, 

This is a good question and whilst I started typing out a response I ended up writing an essay and thought it might be easier to talk about it - so please a find a video below which I hope is helpful.

https://www.youtube.com/watch?v=N_zg7dHR5oM&ab_channel=WindDoesServiceNow 

Please let me know if you have any further questions or clarifications - I did have to make a few assumptions so hope I understood it correctly. 

Thanks

[Chaz_]

Thanks for the explanation. Very useful.