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https://www.extremeuncertainty.com/production-support-agile-scrum/
A common question I see asked is “how do we do production support in agile / scrum?”. This is a harder problem than it might at first seem. It definitely adds some complexity to the problem of prioritizing work. There are three stages to solving it properly. What actually is production support?
https://www.mckinsey.com/business-functions/operations/our-insights/bringing-agile-to-customer-care
Feb 01, 2019 · Create an agile culture and mind-set. Since contact centers have traditionally been highly structured, with a command-and-control management approach, moving agents from a purely executional stance to a more engaged, problem-solving mind-set is critical. In an agile contact center, everyone needs to work together and support one another.
https://www.leadingagile.com/2009/02/handling-support-on-agile-teams/
Feb 11, 2009 · For more thoughts on agile support, see this blog entry. Reply. mcgeachy.ca Feb 12, 2009 Reply. I have typically run into the same issue, but with supporting the previous iteration or release of the current initiative during its QA or production testing. The allocation of some amount of story points to the “yet to be uncovered” support ...
https://www.boxuk.com/insight/agile-methods-to-run-our-client-support-service/
What we have decided to do is run support as one week sprints. We still use a rotation and have all the benefits of the previous model; however, we now give our developers longer to resolve tickets, which we believe will provide our clients with an even better service.The sprints involve the typical elements you would expect from any Agile project.
http://www.enterpriseunifiedprocess.com/essays/operationsAndSupport.html
Furthermore, an important message of this discipline is that in order for it to succeed your organization must be as agile as possible: it is possible for enterprise-level professionals (including operations and support staff) to work in an agile manner, but they must choose to do so and be allowed to do so. Figure 1. The Operations and Support ...
https://disciplinedagiledelivery.com/support/
Support is a process blade of Disciplined DevOps and Disciplined Agile IT (DAIT). Your support activities, sometimes called Help Desk or End-User Support, focus on helping end users to work with the solutions produced by your delivery teams.
https://www.targetprocess.com/articles/10-ways-to-make-your-customer-support-as-agile-as-your-software/
“Agile” is not commonly used in terms of customer service, but our support team does rely on some basic Agile principles. Our process is not static, it evolves with new challenges and the feedback we receive. We also regularly hold retrospectives to fine-tune our support process. Everyone from the support team can submit a subject to discuss.
https://developer.rackspace.com/blog/agile-application-support-the-toyota-way/
Jul 11, 2013 · Agile support for vehicles, if you will. Toyota had partnered with DCR Systems, a chain of collision repair shops whose mission was to reinvent the entire business model - literally designing the building and everything in it for maximum efficiency.
https://en.wikipedia.org/wiki/Agile_software_development
Agile software development methods support a broad range of the software development life cycle. Some focus on the practices (e.g., XP, pragmatic programming, agile modeling), while some focus on managing the flow of work (e.g., Scrum, Kanban).
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