Provide answers (250 words in one paragraph) to the below question based on the case study given below: Question: 1. How did the team manage incidents prior to escalating to the development team? Case Study Planning for Live Support Imran knew that support would be a challenge. The healthcare organization Imran was working for employed more than seven thousand employees, and these employees were not accustomed to using technology as part of their workflow. Compounding the challenge, the organization operated on a 24/7 schedule and needed to be supported during all times of the day. Leading up to go- live, Imran engaged his sponsor to use temporary support workers. Workers could be used to test the team's work as well as pilot the training program. Once familiarized with the tool, the workers could be deployed strategically to provide "at the elbow" support for users. Providing this level of support would help eliminate training issues and isolate escaped defects. Temporary workers would also be used to staff the service desk and triage support calls. The service desk would deploy "at the elbow" support to triage the issue at the point where it was occurring. This was to be done prior to