Support groups are used to define groupings of support staff, based on their skills. Service management requests such as incidents, problems, and change requests are assigned to a support group and, during the life of the request, are sometimes referred from one support group to another.
The support structure can differ from the organization structure.
A support staff member can belong to many support groups.
Vendor support groups can be defined to support external assignment of requests.
The Support Group role must be specified for information only; there is no associated workflow.