The provision of 1st level support is based on the ITIL standard (= predefined standards for the provision of IT services):
“The Information Technology Infrastructure Library (ITIL) is a collection of predefined processes, functions and roles typically found in any IT infrastructure of medium and large enterprises.”
IT service management is divided into several categories, including first level support. For first level support, there is ISO certification 20000, an internationally recognized standard on IT Service Management (ITSM) for enterprises. The 1st level support includes remote services only. Pure service delivery and problem resolution does not include on-site visits to customers. On-site control of the employees (internal IT team of the customer) is possible.