For decades, the model for software support has followed the same three-tiered approach, designed to triage and resolve IT issues.

• Level one (L1) handles basic issues, provides initial support and answers common questions.
• Level two (L2) requires deeper technical knowledge and troubleshooting skills; it might entail more in-depth diagnostics and analysis.
• Level three (L3) can require highly skilled experts, such as developers, engineers, or system architects to handle the most complex and critical issues.

This model, once a seemingly efficient way to manage the burgeoning world of software, is now facing a critical reckoning. Three-tier software support is no longer fit for purpose in today’s rapidly evolving digital age. Thankfully, there’s an alternative emerging, one that uses AI and automation to streamline low-level tasks, freeing up skilled staff to get systems future fit.