One organ­isa­tional con­struct that often proves dif­fi­cult to solve with Scrum is the Service Level Agreement. The Product Owner should pri­or­it­ise all stor­ies that are on the product back­log, so each sprint deliv­ers the most busi­ness value to the com­pany. He is, how­ever, unable to do so when he is con­stantly thwarted by sup­port tick­ets that have to adhere to a strict Service Level Agreement. These sup­port tick­ets cause dis­turb­ances dur­ing sprints, and because they are auto­mat­ic­ally high pri­or­ity, the Product Owner is help­less in this regard. What can we do about this?
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This week I vis­ited Exception Twente, a fun gath­er­ing of people work­ing in the soft­ware industry in my region. One of the talks was on Behaviour-Driven Development (BDD), by Tim Schlechter.

His interest in BDD was sparked by the fact that the Don’t Repeat Yourself prin­ciple (DRY) was not adhered to when cre­at­ing specs. Basically, spe­cific­a­tions are “copied” into func­tional and unit tests. BDD looked like an oppor­tun­ity to dir­ectly relate the tests, and there­fore the code, to the spe­cific­a­tions, min­im­ising duplication.
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