Peter Stevens from scrum-breakfast.com blogged today a really interesting article about an adapted scrum process for IT support. As Peter Stevens describes in his post on of his attendees in his workshop was the leader of IT Support for the EE Department of the ETH Zurich. They where facing the problem that their support group had to deal with daily business and they had to successfully compete medium term projects but their daily business was consuming all their time.
The answer to their problem was not strictly speaking Scrum… I suggest you read the interesting article from Peter!
Towards Agile Support