Managed Services (L1, L2, L3 & PLM Support)

// program overview

Managed Services Training Program

Program Objective

Enable IT support professionals to deliver reliable, efficient, and scalable managed services across multiple layers of support (L1, L2, L3) and enhance capabilities in Product Lifecycle Management (PLM), ensuring high availability, minimal downtime, and superior user satisfaction.

Training Tracks Overview

L1 Support - First-line diagnostics, monitoring, ticketing targeting Helpdesk and NOC Engineers.

L2 Support - Intermediate troubleshooting and RCA for Application/System Support roles.

L3 Support - Expert-level technical resolution for DevOps, SMEs, and Platform Engineers.

PLM Support - End-to-end support across product lifecycle for Product Support Engineers.

  • L1 Support Training
  • L2 Support Training
  • L3 Support Training
  • PLM Support Training
  • Tools & Platforms
  • Training Modes
  • Assessment & KPIs

Track 1: L1 Support Training

Module 1: Introduction to ITSM & Managed Services

  • ITIL foundation concepts (incident, problem, change)
  • SLAs, OLAs, escalation workflows
  • Ticket lifecycle management (ServiceNow, Remedy)

Module 2: Monitoring & Alerting

  • Tools overview: SolarWinds, Nagios, Dynatrace, Zabbix
  • Alert triaging, prioritization
  • First-time resolution techniques

Module 3: Communication & Documentation

  • Customer interaction guidelines (email/chat/voice)
  • Incident logging and documentation standards
  • Shift handover and reporting protocols

Module 4: L1 SOPs and Playbooks

  • Password reset, basic access requests
  • Printer/network/router restarts
  • Application restart (scripted/manual)

Track 2: L2 Support Training

Module 1: Technical Troubleshooting Fundamentals

  • Logs analysis (Windows Event Viewer, Linux syslogs)
  • Application-specific troubleshooting (Web, DB, Network layers)
  • RCA writing best practices

Module 2: System & Application Support

  • OS-level troubleshooting (Linux, Windows)
  • Middleware (WebLogic, Tomcat, IIS)
  • Application logs, services, restarts

Module 3: Intermediate Scripting

  • Shell scripting and batch files
  • PowerShell and Python basics
  • Automating common L2 tasks

Module 4: Integration with L1 & L3

  • Escalation handling
  • Working with vendors/3rd-party teams
  • Data collection for L3 handoff

Track 3: L3 Support Training

Module 1: Advanced System/Platform Expertise

  • Deep-dive: databases, APIs, integrations
  • Performance tuning and code-level analysis
  • Advanced security patching and kernel updates

Module 2: Automation & DevOps Tools

  • CI/CD pipeline support and fixes (Jenkins, GitLab)
  • Infrastructure as Code (Terraform, Ansible)
  • Logs centralization and observability (ELK, Splunk)

Module 3: Root Cause Analysis & Problem Management

  • Major incident management
  • Long-term fixes and problem records
  • Architecture review and preventive measures

Module 4: Mentoring & Knowledge Sharing

  • KEDB (Known Error Database) maintenance
  • L2 enablement and escalation training
  • Change Advisory Board participation

Track 4: PLM (Product Lifecycle Management) Support

Module 1: Overview of PLM Framework

  • Stages: Concept → Development → Support → Retirement
  • Agile/Scrum in PLM
  • Tools: Jira, Confluence, Aha!, ServiceNow

Module 2: Release & Change Management

  • Deployment coordination
  • Change management workflows (ITIL-aligned)
  • Rollback planning and testing

Module 3: Product Support Activities

  • Patch management and version control
  • Feedback loops from support → product
  • Managing UAT, regression, hotfixes

Module 4: Collaboration Across Functions

  • Working with Dev, QA, Infra, and Client Success teams
  • Use-case documentation
  • Product health dashboards and KPIs

Tools & Platforms Covered

Monitoring Tools

  • Zabbix, Dynatrace, New Relic
  • SolarWinds, Nagios

Ticketing/ITSM

  • ServiceNow, BMC Remedy, Jira

Scripting Languages

  • Bash, PowerShell, Python

Collaboration Tools

  • Confluence, Slack, MS Teams

Deployment/CI-CD

  • Jenkins, GitHub Actions

Documentation

  • SharePoint, Confluence, Google Docs

Training Modes

Mode Best For
Instructor-Led New joiners and process adoption
Self-Paced LMS Flexible, large-scale training
Simulation Labs Ticket handling, troubleshooting
Roleplay Sessions Customer conversations
Blended Learning Complex workflow enablement

Assessment & Certification

Assessment Methods

  • Tier-specific quizzes and troubleshooting labs
  • Scenario-based capstone (e.g., simulate critical incident resolution)
  • Internal certifications: L1 → L2 path, L2 → L3, PLM Support Specialist
  • Optional mapping to ITIL Foundation or CompTIA certifications

KPIs to Measure Training Impact

  • First Call Resolution (FCR) rate (L1)
  • Mean Time to Resolution (MTTR) (L2/L3)
  • Ticket deflection rate via automation or KEDB
  • Escalation rate between levels
  • Knowledge base contribution & reuse

Add-on Services

  • Onboarding toolkits for managed service partners
  • Playbook development per client/SLA
  • 24x7 support simulation labs
  • Client-specific platform walkthroughs (e.g., SAP, Oracle, Dynamics)
// Key Benefits

Managed Services Training Benefits

Multi-Tier Support

Master all levels of IT support from L1 to L3 and PLM

Faster Resolution

Improve MTTR and first-call resolution rates

Process Automation

Implement automation and improve operational efficiency

Customer Satisfaction

Enhance customer experience through superior service delivery

Performance Metrics

Track and improve key performance indicators across all support tiers

// Success Story

Global IT Support Transformation

Challenge

A multinational corporation needed to standardize their IT support operations across 20+ countries with varying service levels and inconsistent resolution times.

Solution

Comprehensive managed services training program covering L1-L3 support tiers, ITIL processes, and automation tools with role-specific certification paths.

Outcome

Achieved 40% improvement in first-call resolution, reduced MTTR by 50%, and established consistent service delivery across all regions.