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If 1st Level Support is unable to resolve an Incident, it must be escalated to an appropriate specialist support group in 2nd Level Support ("functional escalation") If required, 2nd Level Support may in turn involve external parties such as suppliers and vendors (in ITIL referred to as "3rd Level Support"). Guided reading level M This series combines Rosie's love for ballet with her ongoing relationships with family and friends The occasional blackandwhite illustrations give good support (6 books in the series) Ballpark Mysteries, by David A Kelly guided reading level N This is a great series for baseballloving kids who also enjoy mysteries. End Notes Now this list is not definitive by any means The role of individuals will of course vary from company to company In some companies one person will do all of these roles, whilst is others the roles will be extensively seperated to where you will have a whole 1st Line Support desk team, with gradually increasing teams of individual expertise at the 2nd and 3rd line levels.

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