ITSM Crowd 55 – Swarming

In our latest episode of the ITSM Crowd, Claire Agutter was joined by Jon HallSimone Moore and Simon Kent to discuss swarming – a revolutionary new approach to providing support to customers.​

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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Coming up

Join us on June 27th at 6pm UK time to talk about site reliability engineering (SRE) with Microsoft’s Jason Hand.

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