In my career at Microsoft, I worked on many products which had to deliver updates (Ex: security fixes), as part of a servicing lifecycle. I have seen two different approaches where one utilizes a dedicated Servicing team and one requires the product team to also prepare servicing updates. There is benefit in both models and so let me give a comparison so you can consider your situation, to see which sounds best.
Let’s start by explaining the role of servicing (simplified view).
There is also the decision whether the updates will be created in a dedicated servicing code branch or directly out of a mainline branch. To keep this short, I will suggest that most servicing related updates/security fixes will come from a dedicated servicing branch as it simplifies expedited and scoped fixes. If the updates are not being made from a dedicated branch, then it will be hard to have a separate servicing organization as two teams with different purposes working on the same code in the same branch is a bad idea.
The biggest advantage of a dedicated servicing team is the ability to focus completely on customer issues. It is hard for the product team to both develop the next release while maintaining customer responsiveness for servicing fixes. There are a couple advantages to having a single product team that both develops the new product as well as responds to customer issues.
Best Practices for a Dedicated Servicing Organization
These best practices help ensure that two teams remain in communication on what is fixed and how it has been fixed.
Best Practices for a Product Team Owning Servicing
It can be hard to meet servicing needs and not miss product deadlines when these share resources, so metrics, tracking, and monitoring needs to be maintained.
Other Servicing Best Practices