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https://ieeexplore.ieee.org/document/5261106/
Using Scrum to Overhaul a Support Organization Abstract: The Support 2.0 team at our IT organization has recently completed Phase 1 of the Support 2.0 project. Phase 1 was a four month endeavor with a primary focus of collecting data to understand why support was so costly and identify the root cause for each support request.
https://www.researchgate.net/publication/224595339_Scrum_911_Using_Scrum_to_Overhaul_a_Support_Organization
Scrum framework can be applied at small, medium, and as well as large organizations, and companies. We expect that Scrum can change the IT service support …
http://yadda.icm.edu.pl/yadda/element/bwmeta1.element.ieee-000005261106
In the spirit of the agile transition to software development one year prior, our IT organization decided to rethink the approach to application support. By embracing agile principles and utilizing agile concepts, such as a cross functional team, a team collaboration approach with frequent reviews to inspect and adapt as needed, etc, the business was able to reap immediate benefits.
https://agilepainrelief.com/notesfromatooluser/2019/06/scrum-production-support.html
Jun 24, 2019 · Scrum by Example – How to Handle Production Support Issues in Scrum. Whenever you are building and deploying a complex system, there are always going to be bugs, defects, and unforeseen problems with usability — commonly referred to as Production Support issues.
https://www.dummies.com/careers/project-management/scrum-action-customer-service/
Many companies use scrum but haven’t applied it to their customer service departments. These firms could greatly improve their customer service, and their bottom line, if they used scrum across the board. If an organization already uses scrum, it should have enough experience and knowledge to share with other departments.
https://www.scrum.org/resources/blog/scrum-driver-organizational-change
May 02, 2017 · Scrum is a driver of organizational change that helps companies become more agile and resilient. Correct Scrum implementation leads to inevitable change in organizational structure, its simplification ("flattening") or de-scaling. If your organizational chart did not change after Scrum had been implemented, it can mean two things.
https://www.smartsheet.com/scrum-methodology-efficient-project-management
The Scrum project management framework relies on self-organizing teams whose goal is to deliver complete products after fixed iterations, or sprints. In order to succeed using Scrum, it is useful to follow the Scrum structure. This structure consists of roles, meetings, rules, and artifacts. Scrum Roles Scrum consists of three roles:
https://kanbantool.com/use-cases/kanban-in-customer-service/support-team
Use case: Support team Favorite feature: Clarity of data Kanban method has been used in many departments of various organizations and corporations around the world.
https://www.scrum.org/forum/scrum-forum/33242/what-development-organization-scrum-guide-refers
Jan 21, 2020 · It is the organization to which the Scrum Team(s) belong. This could be a product development organization within a company, a business unit, the company itself. The entire point is that the Scrum Team exists in some kind of context and this broader organization provides some of the structure around the Scrum Team.
https://www.atlassian.com/agile/scrum
Scrum is a framework that helps teams work together. Much like a rugby team (where it gets its name) training for the big game, Scrum encourages teams to learn through experiences, self-organize while working on a problem, and reflect on their wins and losses to continuously improve.
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