In my experience, there is little mention of the customer at DevOps events. DevOps is seen, correctly, as a new and improved way to drive business value from software development, but the thinking feels very “bottom up”. There is huge willing to drive business value, but is there enough top-down, customer-first thinking? ITSM commentators seem to have taken the same starting point: drilling into minutiae of process without really considering the value that ITSM should be looking to bring to the new world.
Facing a queue of two tickets, or ten tickets, or one hundred tickets, the application team has to decide what to do first. This is where things start to unravel for an idealistic, full-stack, “you break it, you fix it” devops team. Which issues are causing business damage? Which are the most time critical? Which can be deferred? How much time should we spend on this stuff at the cost of moving the product forward? This is the stuff that ITSM ought to be able to provide.