Sctum and tech? is it really?

Question

Technical support

There is a task to improve the work of the technical department and make their work more complete (technical support, service and project department) Scrum can be used?

Answer 1

No) Scrum involves a known amount of work and advance planning. You can use a number of rituals from it, but no more

Answer 2

Good afternoon,
For inspiration, you can look at the speech "Is there a place for agile in technical support" (just search on Youtube - it will drop out first in the results).
Scrum and Agile are different things, but maybe it makes sense to look at the processes more broadly :)