Organization of Production Support
Explore how to organize production support in Agile teams to minimize sprint disruption. Understand different support team structures, plan for support time in sprints, and use retrospectives to refine support efforts. This lesson helps you manage production issues effectively while maintaining sprint focus.
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I can’t recall any company we’ve worked with that has been 100% satisfied with how it organizes production support. Companies try some or all of these patterns:
The people who built a system provide all production support.
A separate team provides all production support.
A separate team provides first- and second-level support; the engineering organization supports third-level issues.
The last approach is most common, and it is approached in multiple ways. One way is that third-level support is provided by a separate support team (which is more technical than the first- and second-level support team). That team’s primary ...