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What we want

Underlying ideas

Different kinds of support...

Data base hickups, bugfixes,

one-off customer requests,

reboots, troubleshooting, ...

3rd Level Support before Scrum

  • Minimize interruptions

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

  • Push -> Pull

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

  • Batch it if you can

The needs of the many outweigh the needs of the few

Reaction times depend on your business

First weeks after the transition

  • Clear Responsibility
  • 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

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