Intelligent Swarming Insights

Workshop details.

Delivered online, live, via Zoom

Swarming improves our ability to create relevant skills. Skills development enables an increase in: 

  • Customer loyalty 
  • Employee loyalty 
  • Operational efficiency 

The tiered support model of the past 35 years is giving way to a new structure and process: a better way to align people with work. Intelligent Swarming is a collaboration- based model that seeks to get the person, or people, most likely to be able to solve an issue working on that issue on the first touch. 

The benefits of collaboration are well understood by support staff; they do it quite naturally. And, they often collaborate in spite of the traditional tiered support model and escalation processes that we have imposed on them. What if we created processes and structures that enabled collaboration? Early adopters of swarming are reporting compelling benefits including faster skills development, improved employee morale, and increased customer satisfaction. 

Intelligent Swarming is not a new topic for the Consortium for Service Innovation. In the past few years, a handful of member companies have implemented the swarming concepts, albeit in very different ways, but all with great success. 


This one-day, instructor-led workshop provides: 
  • An explanation of the principles 
  • A summary of case studies, benefits and lessons learned from the early adopters 
  • Details on the qualification criteria: swarming is not for everybody 
  • Insight to the critical key enablers 
  • 7 scenarios to consider in designing the process 
  • Tool functionality and integration requirements 


The Intelligent Insights Workshop is only offered by certified trainers of the KCS Academy.

9:00Welcome and introductionsSet the context for the workshop, get to know who is in the room
9:45Intelligent Swarming overviewUnderstanding of Intelligent Swarming principles, process and benefits
10:30Is Intelligent Swarming right for your organisation?Identify the key factors that indicate relevance:
· Complexity
· Severity
· New vs known ratio
11:15Who else is doing it? Case studiesInsight to early adopters’ experiences: BMC, Red Hat, Cisco and Microsoft
13:00Critical enablersUnderstand the key dependencies for success:
· Culture of collaboration?
· How strong is the trust
· The “know me factor”
(people profiles) and reputation models
13:30Organisational assessmentHow to assess your organisation, where are they with respect to the critical enablers?
14:30Adoption considerationsIdeas on how and where to get started
· Identify collaboration groups
· 7 scenarios – process design
· Technology dependencies · Assessment – what group
is most likely to be
· How to measure success
15:30Reflect and adjourn