L1, L2, L3 Activities in Service Now

Community Alums
Not applicable

‎12-09-2019 09:55 PM

Can anyone please provide a separate list of activities that are performed by L1, L2, L3 support engineers in "Service Now". I have to prepare a ppt on it and give presentation.

 

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Tony Chatfield1
Kilo Patron

‎12-09-2019 10:05 PM

Hi, this is going to be dependent on your company structure, role definitions, employee job descriptions, your deployment of ServiceNow, and the type of individual action being undertsken. I would think the ITIL frame-work would be the appropriate starting point for reference.
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chetanb
Tera Guru

‎12-09-2019 11:12 PM

I second to Tony, it depends on company structure.

But Just to add on this -

L1 Support: Level 1 support doing daily activities. these are 1st line support. It includes granting an access(creating/modifying groups and users), instance health check etc.

L2 Support: Level 2 Support tries to reproduce the problem in an environment similar to where the problem was reported and does the initial triage of the issue and provide as much detail to the 3rd Level support, if they can't resolve the issue.

L3 Support: Level 3 Support fix an issue by code changes and participates in the build and release management activities.

 

More Info-

https://appnomic.com/blog/