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copied!<p>I have a team that supports two tools - including development, bug fixing, maintenance, the works. So our situation is not too different. Maybe our solution could work for you as well...</p> <p>We recently started using Scrum with a two-week iteration. The way we do it, we have a Service Level Agreement that is accepted by all our customers; requests that aren't covered by the SLA are only taken in during sprint planning, whereas those that are can be worked on immediately.</p> <p>We then have a user story of "General Support" in each sprint that simply requires us to follow the SLA. Under that, we put in a task for "unknown requests" that's evaluated in so-and-so hours; when new legit tasks come in, we subtract the new task's evaluation from the unknowns, resulting in no net gain of work. IF you estimate appropriately the amount of support work, then this results in no net loss of development time. And of course, if you do underestimate, which will probably happen the first one or two times, that's something you can learn from next sprint.</p> <p>With support already accounted for in the plan, you can better evaluate what you can achieve development-wise in one sprint. Incoming support requests can still randomize your team somewhat, but if you can focus on one task at a time this effect is not very serious.</p> <p>(We've also just started using Rational Team Concert for tracking everything, but we haven't used this long enough for me to say just how useful it is in this situation).</p>

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