Using Scrum for IT Service Management
My IT Service Management team provide Incident, Problem, Change and Configuration Management services in line with ITIL . Our work is highly variable and ranges in complexity since we primarily support other IT professionals in their IT operations. Agile is the chief service delivery methodology in our organisation and so we have adopted and tailored Agile's Scrum methodology as our way of working. I have been fortunate enough to present on this topic to numerous conferences but time doesn't allow me the opportunity to explain how we work in great detail to interested peers. I thought I'd share more detail on how my team has adopted Scrum, and this article assumes you already know some basics of Agile or Scrum. As a side note, my team as a whole uses Scrum; the Problem Management analysts use kanban for their daily business-as-usual (BAU) work (managing problems/known errors). In this article, I'll focus on the team's adoption of Scrum. The main