A service desk team acts as a single point of contact for its users Service desk team members are the first-line support however if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets.
Which concept or approach would help the organization resolve this situation?
Swarming involves bringing together specialists from different areas to collaborate immediately on incidents without rigid escalation tiers, helping to reduce queues and speed up resolution.
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