Today’s support challenges demand new models that are not based on resource numbers alone. Teams now need to have a deep understanding of the business and of the industry best practices. They also require a deeper level of integration with the Infrastructure, Development, and Testing teams. Support requirements at this level are as much about increasing productivity as they are about maintaining/improving the quality of services.

Third level support is provided by experienced and high-quality IRT pros, for instance, developers or system architects, who can resolve issues regarding software development and infrastructure. Their key responsibilities include: