from Hacker News

I was in technical support in the beginning of my career. And I remember there were clear guidelines across the industry in how to structure a team (e.g. 'level 1, level 2..', specialists etc..), references to the kinds of tools you need ('a knowledge base', 'a ticketing system') in the form of things like ITIL.

Now in more development orientated roles, I've cobbled together knowledge. I know that some kind of 'source control' is good. I know it's good to have tools to deploy code automatically. But it's effectively self taught.

I wonder if I have gaps in my knowledge on how to structure a development organisation. And whether anything equivalent to ITIL exists, or any books might exist.

I'm looking for the info to be as vendor neutral as possible.