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L1 and L2 support in financial industry

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Guest user Created:   Feb 23, 2016 Last commented:   Jun 16, 2020

L1 and L2 support in financial industry

Do you know in financial industry like banking what the L1 and l2 support does?
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ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

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Branimir Valentic Feb 23, 2016

Answer:
L1 and L2 (Level 1 and Level 2) support in financial industry has common activities as in any other industry. But, particular care should be taken because there are some specifics, like in banking industry. Namely, if we look at bank, there are always customers which are performing their transactions. If something goes wrong (e.g. a bank clerk can't access the core application) - something must be done immediately. Therefore, depending on industry, there will be different urgency set in front of supporting groups (like above mentioned - L1 and L2).
Read the article "ITIL Incident Management – How to separate roles at different support levels" https://advisera.com/20000academy/knowledgebase/itil-incident-management-separate-roles-different-support-levels/ to learn more about tasks of different roles at various support levels.
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macinapyNM Jun 16, 2020
when reopen?
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Feb 23, 2016

Jun 16, 2020