Organization of Production Support
Learn approaches for organizing production support generally and specifically for Scrum teams.
We'll cover the following...
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 ...