Agile development processes in IT support work
Truss, Aleksander (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024052113820
https://urn.fi/URN:NBN:fi:amk-2024052113820
Tiivistelmä
The thesis investigates the implementation of Agile development processes within IT support work, particularly focusing on best practices for development teams providing support services. The study observes a development team responsible for stock features and a second-line support team, examining why Agile methods are not uniformly adopted across both teams. The research spans over eight weeks, with diary entries documenting the work in both teams.
The project involved the development and maintenance of a cloud-based veterinary practice management software, Provet Cloud. The author transitioned between roles in the stock team, following Scrum methodologies, and the second line support team, dealing with various technical support tasks. Key skills required for these roles include fast learning, adaptability, and problem-solving. The observation aimed to compare workflows and identify improvements.
Results indicated significant differences in work tempo and practices between the two teams. The stock team adhered to structured Agile processes, while the support team operated more reactively. Challenges included integration issues, workflow synchronization, and the necessity for rapid problem resolution. The study highlights the importance of tailored Agile approaches for support teams, suggesting a hybrid Agile method combining Scrum and Kanban to balance structured planning with flexibility.
The thesis concludes that improving communication, defining clear priority guidelines, and fostering a blend of investigative and interpersonal skills are essential for enhancing IT support team efficiency. These insights contribute to maintaining product integrity and customer satisfaction in a dynamic work environment.
The project involved the development and maintenance of a cloud-based veterinary practice management software, Provet Cloud. The author transitioned between roles in the stock team, following Scrum methodologies, and the second line support team, dealing with various technical support tasks. Key skills required for these roles include fast learning, adaptability, and problem-solving. The observation aimed to compare workflows and identify improvements.
Results indicated significant differences in work tempo and practices between the two teams. The stock team adhered to structured Agile processes, while the support team operated more reactively. Challenges included integration issues, workflow synchronization, and the necessity for rapid problem resolution. The study highlights the importance of tailored Agile approaches for support teams, suggesting a hybrid Agile method combining Scrum and Kanban to balance structured planning with flexibility.
The thesis concludes that improving communication, defining clear priority guidelines, and fostering a blend of investigative and interpersonal skills are essential for enhancing IT support team efficiency. These insights contribute to maintaining product integrity and customer satisfaction in a dynamic work environment.