Scrum 911! Using Scrum to Overhaul a Support Organization

Level: Introductory

This report shares the successful adoption of agile practices in redefining the support group in our IT Organization. The report includes a unique organization of a collaborative, team-based approach to handling support requests, benefits achieved, lessons learned, and the next steps towards continual improvements for the customer experience and excellence in software development & support. We describe how an organization can use an innovative approach to transform the culture and the effectiveness of the support organization from an operational cost center to a value-added thought partner.

Process/Mechanics

This will primarily be a presentation session (with a supporting PowerPoint deck), with time for questions at the end (45 min) with the following organization:

  • Present the challenges facing the organization (i.e. reduce support costs by 50% in 90 days) and its cultural impact to support and development
  • Defining a new vision and goals for Support
  • Discussion on multiple approaches taken (i.e. adoption of agile practices), how they were uniquely implemented, and re-implemented after learning
  • Description of the benefits achieved, lessons learned and next steps
  • Continuous Feedback from leadership, various groups within the IT Organization and end users
  • Next Steps –Discussion on how to continue to use agile practices to improve the support organization, the customer experience and across organizations within the IT Group
  • Q&A
Learning outcomes
  • The participants will learn the benefits achieved from a collaborative, team based approach for the support organization
  • The participants will learn an alternative and innovative approach to organizing and running a support organization that returns its investment on both direct support costs, improved culture and improved development quality
  • The participants will gain knowledge how to introduce collaboration, teamwork and agile principles to historical ticket processing, individualized support organization
  • The participants will learn how to create an environment that fosters collaboration, growth and motivation for the staff in their support organization
  • The participants will appreciate the importance of the support organization and begin to understand how to use it as a feedback mechanism to improved application supportability and stability
  • The participants will learn how to implement and fine-tune the relevant elements of scrum to the support organization (daily stand up, retrospectives, sprint reviews, backlog for process improvements, monitoring and tracking of improvements)
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