The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. The number of levels a business uses to organize their technical support group is dependent on the business' needs regarding their ability to sufficiently serve their customers or users. Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. It also enables them to utilize specialized personnel whose technical knowledge base and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees. For businesses needing technical support assets, outsourcing enables their core employees to focus more on their work in order to maintain productivity. Such need may result from peaks in call volumes during the day, periods of high activity due to the introduction of new products or maintenance service packs, or the requirement to provide customers with a high level of service at a low cost to the business. ДЇor businesses needing to provide technical support, outsourcing allows them to maintain high availability of service.

These are often referred to as MSPs (Managed Service Providers).

There has also been a growth in companies specializing in providing technical support to other organizations. Dell was amongst the first companies to outsource their technical support and customer service departments to India in 2001. Many organizations locate their technical support departments or call centers in countries or regions with lower costs. With the increasing use of technology in modern times, there is a growing requirement to provide technical support.

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