The Compelling Case for 'Swarming': an Intelligent Alternative to Tiered Support

Presented by

Paul M. Dooley HDI Faculty Member, ITIL Expert Optimal Connections, LLC

About this talk

The business and IT landscape is changing in significant ways... - Business are demanding continuous delivery of new and improved application functionality, as well as performance -To help meet this demand, new emerging best-practices such as Agile and DevOps have arrived on the scene, delivering continuous software changes into the live environment -The trend toward self-service continues, enabling end users to handle most of the simple issues themselves - engaging the service desk only when complex issues arise -Support issues are becoming increasing complex, driving the need for collaboration, and knowledge sharing across IT functional groups (many of which remain "siloed") -Customer and user expectations are rising in terms of higher uptime, and faster resolution to any issues Nevertheless, many IT organizations and support center continue to implement the traditional "tiered support model" in their service desk and support centers, composed of ... Tier 1 - the front line support team of generalists that tries to resolve most issues Tier 2 - a second line of specialists that tries to resolve the rest Tier 3 - a third line of very specialized developers, technicians, and supplier that deal with the most complex issues As a result of the dynamics in the changing business and IT environment, the tiered support model - although it has worked and been very popular over the past 30 years - is now coming up short. Many issues end up backlogged in ticket queues, resolution times drag out, costs continue to rise due to the magnitude of escalations, and customer/user satisfaction suffers.

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