The document discusses the integration of DevOps and IT support in enterprises through a method called intelligent swarming, which replaces traditional tiered support structures. It emphasizes the benefits of collaborative, dynamic teams over siloed roles, leading to improved resolution times and knowledge transfer among team members. The approach reportedly enhances efficiency and customer satisfaction while reducing individual burnout and backlog issues.

1. Aligning DevOps and IT Support in the
Enterprise, Through Intelligent Swarming
Jon Hall
Principal Product Manager, BMC
Devopsdays Edinburgh 2017
@jonhall_

2. DevOps adoption in established enterprises
“Startup-like”
teams formed.
New products,
Ad-hoc support.
Enterprise ITSM
“adopts” frontline
support.

3. LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS
LEVEL 1 SUPPORT
Classic “Tiered” Support Structure

4. LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS
LEVEL 1 SUPPORT
Escalation
Escalation
Classic “Tiered” Support Structure

5. LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS
LEVEL 1 SUPPORT
…when the answer is here… …or here.
Issues may spend time here

6. LEVEL 1 SUPPORT
LEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS
When tickets
eventually escalate…
…they frequently
bounce back

7. LEVEL 1 SUPPORT
LEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS
LEVEL 1 SUPPORT
LEVEL 3 SPECIALISTS
LEVEL 2 SUPPORT
SUBJECT MATTER EXPERT
The system encourages “heroes” (not in a good way)

8. It’s not very DevOps!
• Work-in-progress queues
• Asynchronous communication
• Single role teams
• Individual burnout
• Poor knowledge transfer

9. Tiered “Funnel”
• Siloes & Hierarchies
• Directed
• Linear, rigid
• Measured on activity
Intelligent Swarming
Dynamic network
Collaborative
Dynamic, loopy
Measured by value
Enter “Swarming”…

10. Severity 1 Swarm – “Rapid Responders”
Severity 1 Swarm
PrioritiseNew issues

11. Swarm lead
Communications
Other members
Research, coordinate, test
• 3 agents, 1-week rotation
• Respond immediately
• Fix as soon as possible
Severity 1 Swarm – “Rapid Responders”

12. Dispatch Swarm - “Cherry Pickers”
Specialist Product Teams
Severity 1 Swarm
Dispatch Swarm
Prioritise

13. Dispatch Swarm – “Cherry pickers”
• Meet hourly (ChatOps)
• Fix immediately resolvable stuff
• Validate other tickets and assign
Experienced
analyst
Less-experienced
analyst

14. Backlog Swarms – Global fixers of troublesome issues
Local Specialist Product Teams
Backlog Swarm Backlog Swarm Backlog Swarm
Local Specialist Product Teams

15. Backlog Swarms – Global fixers of troublesome issues
• Meet Weekly
• ChatOps
• Focus on challenging issues
Experienced analysts Product line specialists (e.g. devs)

16. • Suggest Swarm participants based on contributions
• Encourage and reward
• Learn from each interaction
• Improve reliance of next interaction
Making it Intelligent

17. A much better fit for DevOps!
• Autonomy (guidelines, not rules)
• Knowledge & skill development
• ChatOps, not email
• Prevents work queue buildup
• Protects individuals from burnout

18. • 25% median resolution time improvement
• Cust.sat. +8 points
• More issues closed in under 2 days
• Significant backlogs reduction
• 50% faster onboarding
• Freed people to innovate
Results at BMC

19. “I have probably doubled my knowledge of the
products in a year because of Swarming, and I
have been here a long time”
- Senior Support Analyst at BMC

20. medium.com/@jonhall_serviceinnovation.org/intelligent-swarming
Some more information