Standing up a 24/7 support function for a health-tech platform on an ITIL 4 operating model — from zero.
The platform was growing fast but had no formal support function — engineers fielded customer issues ad hoc, response times were unpredictable, and there was no way to measure or improve service quality.
In a regulated health context, that was a liability. The company needed a structured, auditable support operation that could scale and hold to defined service levels.
Defined the support operating model on ITIL 4 — incident, request, and problem management with clear ownership and guiding principles.
Designed a four-tier model (L1–L3 + engineering escalation) with priority definitions and response/resolution SLAs per tier.
Configured the service desk, queues, and a knowledge base so L1 could resolve the long tail without escalating.
Built the hiring plan, role definitions, and onboarding path, then ramped the first cohort against live volume.
Instrumented dashboards and a review cadence to feed recurring issues back into product and knowledge.
Structured intake, prioritization, and resolution with defined SLAs per severity.
Clear L1→L2→L3→engineering paths with ownership and handoff criteria at each tier.
A maintained knowledge base that powers first-contact resolution and onboarding.
Dashboards for SLA attainment, FCR, backlog, and recurring-issue trends.
Starting from zero was an advantage — we designed the operating model deliberately instead of inheriting bad habits. ITIL 4 gave us a shared language without becoming bureaucratic.