Trends in Managing Multinational End-User Remote Technical Support Teams in a Global IT Enterprise: Implementation of ITSM and ITIL Practices

O. KYSSA; A. KRAIEVSKA

doi:10.15407/scine21.04.085

Authors

O. KYSSA Vinnytsia National Technical University https://orcid.org/0009-0003-8859-5829
A. KRAIEVSKA Vinnytsia National Technical University https://orcid.org/0000-0003-2812-6986

DOI:

https://doi.org/10.15407/scine21.04.085

Keywords:

ITIL 4, remote support teams, cultural intelligence, professional development, incident management, security management, multinational teams

Abstract

Introduction. The management of multinational remote technical support teams presents a significant challenge for
global IT enterprises. Ensuring effective collaboration among such teams—facilitated through platforms such as
ServiceNow, Jira, and Microsoft Teams — necessitates contemporary approaches to service administration and delivery.
Problem Statement. Conventional management strategies have often failed to account for the complexities inherent in cross-cultural, geographically distributed support teams. These shortcomings adversely affect service quality, communication efficiency, and team cohesion. The challenge becomes particularly pronounced when coordinating multi-tiered support across diverse time zones.
Purpose. This study examines recent trends in the evolution of remote technical support and investigates effective management strategies for global support teams through the implementation of the ITIL 4 framework and
practices aimed at developing cultural intelligence.
Materials and Methods. The study has analyzed the implementation of ITIL 4 practices, strategies for cultural integration, and approaches to professional development within multinational technical support teams. Particular attention has been given to structured development programs, regionalized security protocols, and incident
management procedures.
Results. The integration of ITIL 4 principles and cultural intelligence training has led to measurable improvements in service quality and team performance. Organizations that have implemented systematic professional development programs — addressing both technical expertise and cultural awareness — have achieved higher success rates in incident resolution and collaborative efficiency. Moreover, the adaptation of security protocols to regional regulatory and cultural contexts has enhanced compliance while maintaining operational agility.

Conclusions. The effective management of global remote technical support teams has required the combined application of the ITIL 4 framework and the cultivation of cultural intelligence. Critical success factors include continuous professional development in both technical and intercultural competencies, the application of culturally responsive security practices, and the localization of incident management workfl ows. Future developments are expected to emphasize the integration of artificial intelligence in training environments and the advancement of cultural analytics to further optimize global IT support operations.

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