I'm passionate about Information Technology & spreading knowledge makes me happy. I have 20+ years of experience in service operations and delivery and 5-aside, on a good day I'm a solid 7 right-winger. Interests: ITSM implementations moving from an escalation-based model to a collaboration-based model. With the boundaries of 1st and 2nd line support becoming increasingly blurred re-designing outdated ITIL processes, and culture.The new focus needs to create more cross-functional team collaboration, changing the outdated traditional simplistic individual and team-based measurements which create (competition and silos) to instead incorporate a combination of indicators to measure outcome-based KPI's where customer success and value-based measures are more important than who closed the most tickets.https://library.serviceinnovation.org/Intelligent_Swarming/Intelligent_Swarming%3A_A_Framework_for_Collaboration/30_What_Is_Intelligent_Swarming