Title: Our DevOps&#x2F;SRE team has been trying to do Scrum for over a year but the sprints are always derailed by support work.<p>They&#x27;ve tried to add support tickets to the sprint as they come in, but that changes the sprint scope and renders the &quot;velocity&quot; metrics useless.<p>They&#x27;ve tried to exclude support tickets from the sprint and keep the scope very small. Some weeks it works, other weeks they overdeliver by a lot (because there were fewer support tickets and they got a lot of tickets from the backlog).<p>I&#x27;m thinking Scrum is useless for that team but management insists all engineering teams must use scrum.<p>Do you have any advice for managing tasks in a team that has support&#x2F;adhoc and project tickets?
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