Swarming: How a new approach to support can save DevOps teams from 3rd-line ticket hell

As DevOps becomes increasingly established in enterprises, and its outputs become widely adopted, DevOps practitioners increasingly find themselves absorbed into traditional, large scale IT support structures. This tends to mean becoming a "3rd tier" support team in a multi-layer support hierarchy. 
The presentation will show how the shortcomings of this structure make it the antithesis of DevOps: the siloed nature of tiered support creates work-in-progress queues. Cross-functional collaboration is limited, communication is disjointed, and knowledge sharing is difficult.
The presentation will describe a strongly emerging alternative – Swarming, which is gaining a lot of fans in forward-thinking enterprises, and helping to bridge the gap between growing DevOps practices, and established support channels. Swarming sets out to dismantle the tiered approach, replacing it with a dynamic, lean, self-organising and cross-functional methodology which is a much better fit for DevOps. Intelligent Swarming takes the concept further, using intelligent tools to help identify the best people to work with, at the best time.

The presentation tells the story of Swarming and some of the organizations who are making it work.

Jon Hall, BMC 

Jon is a senior product manager at BMC, focused on the creation of a new generation of innovative, design-led support tools. He is also a passionate advocate of devops in the enterprise, and focuses heavily on ways that traditional enterprise structures need to evolve to support its success. As a result, much of his work focuses on real-world challenges faced by large, established organisations as devops grows. His work on Swarming has been widely cited in the DevOps community, and he has presented at a number of ITSM and DevOps conferences.