The document discusses how swarming is a better approach than traditional tiered support structures for DevOps teams. It describes how BMC implemented swarming, including severity 1 swarms for urgent issues and backlog swarms to address long-standing tickets. Swarming improved BMC's key metrics like resolution time and customer satisfaction. The document also notes challenges with swarming and how the approach aligns with DevOps practices like knowledge sharing and preventing burnout.