What we want
Underlying ideas
Different kinds of support...
Data base hickups, bugfixes,
one-off customer requests,
reboots, troubleshooting, ...
3rd Level Support before Scrum
Thank you!
Incidents
"Peopleware", DeMarco & Lister
Losing money every second
- One developer <-> one system
- Client support approaching individual developers
... across multiple teams
Incidents
Handling 3rd Level
Support
in Scrum
Mix and Match
Context:
- Fast reaction time needed
- Skills similar in the team / across the teams
- Pick one individual or team (not using Scrum)
- Rotating or fixed
What we get
Classic 3rd Level Support
Classic 3rd level support
The needs of the many outweigh the needs of the few
Reaction times depend on your business
First weeks after the transition
- 3 slots per team
- Tickets may be passed
- Tickets block slots 24h
- Return ticket to support so that they learn which team fixes what
Bugs
Questions?
Context:
- Several "interchangable" teams
- Long reaction time (24h)
Too many looks negligent
Bugs
Context:
- Distributed bug fixing knowlegde
- Not time-critical
- Straightforward release process
- Much small stuff
- 20 slots on one long wall
- Client support was at the developers' mercy
- Discouraging
- 2h every week
- Everyone at the same time
- Lots of pairing
- Big bugs become stories
Track and improve
ALE Bathtub VI
Nov. 27th, 2012
Corinna Baldauf
finding-marbles.com
http://finding-marbles.com/2011/06/26/distributing-support-in-scrum/
x % buffer
need different reaction times
http://finding-marbles.com/2012/05/28/bugslot-dealing-with-bugs-agile/
http://finding-marbles.com/2011/06/23/eliminate-waste-caretaker-of-the-week/
Image Sources:
Emergency
http://www.sxc.hu/photo/1334533
http://www.sxc.hu/photo/1200630
Help
http://www.sxc.hu/photo/1139527
Meadow
http://www.sxc.hu/photo/1406522
old house
http://www.sxc.hu/photo/1405736
bug
http://www.sxc.hu/photo/590848