Build a Swarming Pilot Project – Phase 3: Build a Process

Author(s): Dianna Bradley

This phase will take you through the following activities:

  • Define swarming processes
  • Assess and flag recurring tickets for swarming
  • Document group swarming practices
  • Create your evaluation plan
  • Review support best practices

Use this phase as part of the full blueprint, Build a Swarming Pilot Project.

Tags

Service desk, collaboration, intelligent swarming, swarming model, DevOps, Agile, team efficacy, knowledge sharing, service desk improvement, pilot project, service support, service support improvement, change management, reduce silos, mature service desk, proof of concept, collaborative support, total contact ownership

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