ITSM Crowd 55 – Swarming
Swarming replaces the traditional route to support taking customers from level 1 teams to level 2, level 3 etc. with a more agile approach. Teams ‘swarm’ around a problem, providing faster resolution, better cross-skilling between employees and better customer and employee satisfaction.
Jon has been working with swarming and creating swarming content, and shared his experiences at BMC and with clients including Cisco and Ericsson. Simon Kent shared the strategic view and the business case for swarming, and Simone explained the concept of relationship agility which can underpin a swarming model.
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You can watch the episode below, and ask follow up questions to our panel using the hashtag “ITSMCrowd” on twitter.
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