Hello Karen,
you can take some inspiration from the following article:
http://www.targetprocess.com/blog/2009/02/organizing-support-in-agile...
Support Developer role could be solution for you:
Support Developer. One developer is allocated to support full-time each day
(developers rotate during the week).
1. He provides technical help to Queue Manager and resolves complex
issues.
2. He fixes bugs created from requests.
The point 1 says about the support of your support team. It just needs to
re-calculate the team capacity for the iteration - decrease the capacity by
the hours when Support developer is not working for the tasks from Backlog
Hope this helps.
Roman
2009/10/28 Karen <karenad...@carfax.com>
> Background:
> I have 2 teams that support the business with all of its back office
> applications. The first team is an application support team. They are
> first line of defense or the support team for ALL internal
> applications and they are responsible for configuration on purchased
> apps. Many members of the support team can understand code but we've
> said that they aren't doing any code fixes because they don't practice
> test driven development. The support team has 6 members and they
> support about 10 different apps. The development team has 8 members
> and they primarily work on one highest prioritized business initiative
> at a time with some smaller things, including defect fixes, thrown in.
> The second is a development team that builds any non purchased
> internal applications. The development team practices XP and the
> entire business is beginning to adopt agile methodologies.
> So my issue is that the application support team sometimes has to ask
> the developers questions on how something works or how to fix
> something, whether they can do it themselves or if it requires someone
> to change code. They don't want to interrupt the pairing sessions.
> They’ve been asked to bring questions up right after the developer
> huddle. This works most of the time but if the developers actually
> have to look into something to answer the question, they are asking
> for a card. It doesn’t seem right to ask the business to prioritize
> question cards and the truth is that most of these require just a few
> minutes of time to look into.
> So, I’m wondering how other organizations handle things like this.
> Some of our ideas are:
> • Identify someone on the dev team who is available to be interrupted
> to answer questions during the development sessions.
> • Have questions brought to the huddle and the team decides who is
> going to answer the question and when; take a session to look into it,
> look into it during break time or before the next huddle, etc.
> What does your organization do? What things have you tried and what
> worked/didn’t work and why?
|
