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Does your operating model allow you to work in fixed iterations where the scope of a whole iteration can be forecast in advance? If not then a Scrum framework may not be useful to you. A service desk for example is typically better suited to a Kanban-like approach (managing flow) rather than Scrum (delivering regular increments of a product).
Vijay, are you aware of DevOps?
It has many elements of agile and Scrum (e.g. tight integration business and IT) and is especially suited for ongoing software maintenance.
"DevOps is a set of practices that combines software development (Dev) and information-technology operations (Ops) which aims to shorten the systems development life cycle and provide continuous delivery with high software quality."
While you could certainly use Scrum to deliver services, a Kanban-like continuous flow approach might be a better fit as there isn't a single "product" but rather a number of different service requests needing to be fulfilled.
Kanban does support the concept of different "classes" of work which could be used to distinguish different severity/priority levels of requests.
Metrics such as lead and cycle time will also be worth tracking, hence the suggestion.
You've received some good answers, but I want to take a step back and ask, "Why do you want to implement Scrum for services/operations?" What problem(s) are you trying to solve?
If you're dealing with a lot of P1s, Scrum might not be the best approach because what you're really doing is firefighting. Planning a sprint, sizing the work, and establishing team velocity kind of goes out the window when your job involves dropping everything and reacting to the latest critical issue. I don't know if this is your situation, but before you adopt a methodology or framework, make sure you have defined the problems you need to solve, from a process perspective, and whether the methodology/framework is compatible.
Yes Scrum can be used for the service operations of all kind. You can check out this article, I have explained it in details: https://www.ntaskmanager.com/blog/newbies-...management-101/
Scrum is not a method (but word is using methodlogy). Scrum is a framework. It does mean organizations can fill it up with tools and techniques that best fits for their current situation. Because of that Scrum can be used for lot of things including what you are asking for. We are doing that in my current work place.
I agree with Sergio
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