By default, three (3) IT work groups are configured in Octopus :
- Service Desk : Group responsible to manage all events reported by users, from any source (telephone, web, email, etc.).
- Technical Support : Group of technicians available to take in charge incidents or Service Requests more complex or requesting more time to resolve / execute, or who must go on user site to perform work that can't be done remotely.
- Specialists : 3rd support level receives the incidents that cannot be resolved by 1st or 2nd level or needing a particular expertise.
The objective of groups is to allocate the IT resources according to their role and/or expertise and maximize the efficiency. Depending on the size of your IT team and how you plan to organize the work, these default groups may not be appropriate.
Here are some guidelines :
| Number of IT resources* | Comment |
| 1-4 IT resources | One group called "Service Desk" is often sufficient, because in these teams, there are rarely dedicated resources on the phone - everyone works on everything.
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| 5-10 IT resources | The 3 default groups are adequate.
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| More than 10 IT resources | When the number of IT resources becomes more important, we divide the group "Specialists" and refers to groups of more specialized expertise: Telephony, Network, Databases, Architecture, Development, etc.
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*The number of IT resources is the number of resources with participation in different type of requests handled in Octopus (incidents, SR, problems, changes).
Scenario of a incident transfer from a group to another:
- A resource from the Service Desk receives the incident (email, Web, telephone). He attempts to resolve it without moving by helping the user by phone or by a remote control of his computer. After an initial reasonable response time (average 10 to 15 minutes, according to good practices - his role being first-line intervention), he transfers the incident to the Technical Support group if he cannot resolve the incident or doesn't have the expertise.
- A resource from the Technical Support acknowledges the work already done and continues the diagnosis. He must take into account the remaining resolution target time of the incident to evaluate his efforts. If his expertise is not enough, he transfers to the the Specialist Group.
- A resource from the Specialist group acknowledges the work already done and continues to work on the incident until the resolution.