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.