Scrum Coaches should be planning with their Line Managers for expected surges in operational work, such as increased operational requests around the start of each semester. Scrum Coaches should adjust the team's planned Capacity and Velocity accordingly.
Scrum Coaches and Line Managers need to communicate with Product Managers and Product Owners about expected surges in operational work, and PI planning should take these expected surges into account.
Sometimes operational work is greater than expected and may impact planned work. When this happens during a PI, the team needs to consult with Scrum Coaches and Line Managers as soon as possible.
Scrum Coaches should work with Line Managers, Product Managers, Product Owners, and Release Train Engineers to adjust and reprioritize planned work or bring in additional staff to respond to the increase in operational work.