Evaluating Technical Support Models: Tiered Support vs. Swarming – Part 1

I recently had an article published in HDI’s SupportWorld magazine (see below for link). This is a two part article, comparing the traditional “tiered support model”, with a new support model referred to as “swarming” (or Intelligent Swarming, as the Consortium for Service Innovation prefers to call it).

Why should we consider an alternative approach to the traditional Tier 1-2-3 support model?  There are several reasons:

  • The support landscape is becoming increasingly challenging, with customers looking for an increased frequency of functional improvements in applications; demanding increasing levels of quality, with little toleration for downtime; and expecting IT to hold the line on support costs
  • To maintain customer satisfaction and competitive positioning, IT service provider must reevaluate how they deliver service and support, including traditional method and models for delivery
  • Just because a given support model has been in existence for some time, and had been successful, does not mean that it is optimal for today’s business environment, or for all situations

ITIL, the defacto framework world-wide for implementing IT Service Management, includes guidance for a service desk function, along with the concept of tiered escalation support. While this model has its advantages, and is certainly a time tested and successful approach for many organizations, some businesses and organizations – especially those in software and web based businesses – may want to consider “swarming”, or a combination of swarming and tiered support, as an alternative model for effective and efficient handling of customer technical support issues.

In cases where this alternative approach is warranted, resolution times have been drastically reduced, on-going support costs have been slashed, and customer/user satisfaction had been maintained and even boosted.

To learn more, check out Part 1 of this article at:  http://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx

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