Where can I find a structural or organizing chart of those supporting the Internet, telephony provider?

Question

Data Structures

I develop a scheme or structure of the technical support department. There is something, but I understand that I can not take into account everything. How to help this need examples of technical support departments of Internet provider companies, telephony and their services.

Answer 1

at the provider

Answer 2

There is a general system of tickets with differentiation of rights for employees. 3 levels of tech pods. Level 0 - an answering machine, level 1 - a girl on the phone with instructions and rights to create a ticket in the system. Level 2 - NOC technicians who can view the configs on the equipment and monitoring readings, Level 3 - sys. administrators, network engineers, mobile teams and technicians. The ticket is either resolved at the level in N time, or escalated to a higher level.