Service team
A team that never works in sprints: a service desk, a support or operations team. It works tickets from the service queue and board against its agreements, is measured by flow and service levels instead of velocity, and is left out of sprint planning boards and Pulse Cycle planning. Any team can switch between sprints and service work.
Why it matters
Support and operations teams work in a steady flow of requests and faults, not in planned time-boxes. Forcing them into sprints makes their plans fiction and their velocity meaningless.
- Owner
- Delivery Manager
Draws on
Led or owned by
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