A difficult incident is worked on by pulling several specialists from different teams into the same session at the same time; once it becomes clear who is best placed to continue, the others step away. What is this technique called?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
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The options
Correct Swarming
Correct. Swarming brings many stakeholders to bear at once and then narrows down to whoever is best placed to carry on, which suits incidents whose ownership is not obvious up front.
Not correct Hierarchic escalation
Hierarchic escalation raises an incident to a higher level of management authority, typically to release resources or make a decision. It is a vertical move, not a collaborative working technique.
Not correct Escalation to a specialist support team
Escalation moves an incident sequentially to the team whose expertise the category points to, and that team then owns it alone. The distinguishing feature here is that the specialists work the incident simultaneously before ownership is settled.
Not correct Problem control
Problem control is a phase of problem management dealing with analysis of problems and documentation of workarounds and known errors, not a way of organising people around an active incident.
Why
Swarming is the collaborative counterpart to sequential escalation: instead of passing the incident from tier to tier, many people work it simultaneously and then disengage as the right owner emerges. It reflects the practice's emphasis on collaboration within and between teams.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
Practise this
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More questions on this objective
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- Why does an organisation define a separate procedure for major incidents rather than handling them exactly like all other incidents? machine-checked
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- The service desk cannot resolve an incident with the information available to it. According to the incident management practice, what should normally determine where the incident goes next? machine-checked