telebone_man

I was in technical support in the beginning of my career. And I remember there were clear guidelines across the industry in how to structure a team (e.g. 'level 1, level 2..', specialists etc..), references to the kinds of tools you need ('a knowledge base', 'a ticketing system') in the form of things like ITIL.

Now in more development orientated roles, I've cobbled together knowledge. I know that some kind of 'source control' is good. I know it's good to have tools to deploy code automatically. But it's effectively self taught.

I wonder if I have gaps in my knowledge on how to structure a development organisation. And whether anything equivalent to ITIL exists, or any books might exist.

I'm looking for the info to be as vendor neutral as possible.

Curious on your thoughts for this one...

Imagine a 'daily stand up' scenario. Part of which is looking at tickets that have been raised against your team since the last stand up.

People discuss it all on a high level. And then it goes quiet until the same usual one or two people begrudgingly claim ownership of the ticket.

Alternatively, someone would assign the ticket to someone best suited for the request, with consideration of their current workload and so on.

Which of those options would work best for you? Or is there another option?