Some tips help you to build effective support - http://www.goodproductmanager.com/2007/03/29/streamline-your-product-support/

Tips for arranging support tasks for agile tasks, look like a separate supporting team is still required - http://www.elilopian.com/2007/12/12/handling-support-in-agile-teams/

Downtime handling - http://www.kalzumeus.com/2010/02/21/i-had-downtime-today-heres-what-im-doing-about-it/

DevOps movement - http://www.enterprisecioforum.com/en/blogs/paulm/it-salad-dressing-sometimes-you-need-shake-it