Evaluating Technical Support Models: Tiered Support Vs. Swarming – Part 2

by Paul Dooley
August 10, 2017

This is part 2 in an article published in HDI’s Support World magazine.  The article begins …

“In an effort to address some of the shortcomings of the tiered support model and to take advantage of new collaborative technologies now available, a new support model known as swarming or collaborative support model has been emerging over the past several years. The Consortium for Service Innovation, which pioneered applying knowledge management in a support center with Knowledge-Centered Service (KCS), has done quite a bit of work in leading the development of this new support model. They have coined the term Intelligent Swarmingsm for this emerging model, since in their view the swarming model should act intelligently—using a database of profiles to match the best resource/team likely to immediately resolve the issue, backed by an effective knowledge management process. In the view of the Consortium:

  • There are no tiered support groups; swarming is a collaboration-based process
  • No “passing off” escalation of the issue from one group to another
  • The person who first takes the issue owns it through to resolution (as with ITIL, Total Contact Ownership is maintained in the swarming model as well)
  • The issue should be directly routed to the person most able to solve the issue

Rather than a linear/hierarchical model as in the case with tiered support, the swarming model is a network of people, a collaborative model. Rather than impede collaboration via silos, the swarming model is compatible with the way engineers and support analysts naturally work. The goal is to get the right resources to work together to resolve the issues in the timeliest fashion possible.

To get the full text of part 2, visit http://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-2.aspx

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