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What is it?


In this study, observations and interviews will be conducted remotely via a 45-minute WebEx session. Information is capture regarding processes and

experiences with our products and services.


The goal is to understand how customers are currently using Intelligent Swarming as defined by the Consortium for Service Innovation.



When is it?


Monday, March 5th - Thursday, April 12th

A 45-minute WebEx session, any time between 7:00am – 5:00pm CST (or 2:00pm – 6:00pm CET)



Who Qualifies?


You qualify for this study if you regularly facilitate Swarms, or participate in swarms in-order to solve internal or

customer issues that come into the Service Desk.


We are interested in speaking to people at organizations who are currently using Swarming, as defined by the Consortium for Service Innovation. Qualified participants

may be from any Tier of Support, or may be in Management.

Notifying Remedy ITSM community Members.


What you need for the 1:1 sessions?


You will need to install WebEx software on your computer. You will receive an email with instructions to log-in.




Next steps: Email Launa Nguyen at with email subject line:

“UX Study: Smart IT -  Swarming Field Research”