Swarming: How a new approach to support can save DevOps teams from 3^rd-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.