Applying Scrum Framework in the IT Service Support Domain

Abstract

This paper is presenting an idea of applying the Scrum framework in the IT service support domain. Scrum framework is mainly used with conjunction of other agile methods in software development domain, but almost, no reporting for its usage in the support of that software, except in few cases. Scrum framework can be applied at small, medium, and as well as large organizations, and companies. We expect that Scrum can change the IT service support from cost center into revenue and more value added center. We also expect that Scrum framework can change some companies' profiles. The results achieved in a real life example are prosperous and fruitful, as we will present in this paper a reported real-life example of applying the Scrum framework in the IT Service Support along with the results achieved. In the case study we present here in the previous work section the framework was applied in a horizontal fashion. We will propose a vertical way of the framework application, and another new idea of dynamic Sprint planning along some of the expected results. As this idea is newly applied to that domain, so the horizontal, the vertical framework application ways, or the dynamic sprint planning idea will need more experimenting, and documenting in order to reach a solid conclusions, and results. We will recommend some of the future work that need to be done in that domain, and scope in order to document the topic more, rather than being just some self-experiences.