Page 116 - ITIL® Foundation 3.15
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• Use technology to give the impression of a single, centralized Service Desk
• Personnel may be located in any number of geographical locations. • Safeguards required to ensure consistency
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
A follow-the-sun structure consists of two or more centralized locations...each operating during daylight hours during their time-zone. All tickets are recorded into a centralized database. A user issue opened during one time-zone, can be pulled and referenced by any other service desk analyst or engineer in another time-zone. Follow-the-sun operations often will work 24 x 7 x 365.
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