Neeraj,

For those of us not familiar with the concept, can you provide a bit more detail on Swarming and it's principals with maybe some reference material?

Ok....that's what I thought it was....I unfortunately have no details on this subject from an ITSM perspective

YES! That first link mentions Jon Hall. Way to go Jon!

password reset request. That’s what swarming could do.

Swarming experts like Jon Hall argue that the traditional three-tiered IT support doesn’t protect subject matter experts from high-volume low-difficult cases on daily basis.

Hi there

Here are some examples of Swarming support as used at BMC: Swarming Support vs Tiered Support: What’s the Difference? – BMC Blogs

I've also blogged independently about another example: https://medium.com/@JonHall_/a-nice-example-of-swarming-in-support-of-a-service-desk-7bdbe8e9890c

Thanks
Jon