The Tricentis Intelligent Swarming (IS) case study explores their journey in the early adoption of the IS framework. Intelligent Swarming increases efficiency, energises agents and engineers and ensures support work gets to the right person faster. Tricentis now uses this framework to increase collaboration and customer and employee satisfaction.
The Tricentis study suggests Intelligent Swarming should not be a “Support thing.” It’s about collaboration within and across teams. Therefore, key teams should design the process from the beginning. When Intelligent Swarming is in place, an incoming incident will, ideally, only be visible to the support agents who are best able to solve it. To make this a reality at Tricentis, there were several things needed, including the creation of expertise profiles of each agent in their global support network. They also needed a mechanism to direct incidents to the correct people. Each support agent indicated his or her areas of expertise. These areas were also used as tags in the IT Service Management tool (ITSM).
To read about Tricentis’ experience with Intelligent Swarming adoption, select this link to download the article: Intelligent Swarming at Tricentis
CATALYNK offers public and in-house training and workshops for Intelligent Swarming adoption. Although Intelligent Swarming does not require the use of Knowledge-Centered Service (KCS), KCS is a key enabler and is highly recommended. Ask us about or integrated Intelligent Swarming and KCS package, a tailored solution to your Intelligent Swarming initiative.
Intelligent Swarming℠ is a service mark of the Consortium for Service Innovation™ (CSI).
Dr. Carla Verwijs of TellTales Consulting is the author of the Tricentis case study, written for CSI.