In case you haven't seen the announcement in BMC Customer Programs (which is a BMC Community space that you should definitely follow):
The BMC UX team is extending its study with Service Desk agents who are practicing swarming in the Service Desk to April 12. Please check out UX Study: Looking for Service Desk Agents or Service Desk Managers Who Facilitate Swarms or Participate in Swarms for logistical details. Not much investment needed, just 45min of your time on the phone (no preparation required). You'll have a chance to influence the direction of the Remedy ITSM suite, so please sign up and share your experiences with our UX team.