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This piece is deceptively short and simple, because it serves a real hard truth: devops is good at prioritizing what's best for *developers*... but users are too often an afterthought. Here we have much to learn from, yes, ITIL.
Just look at all the recent energy in the space to re-center users -- slogans, SLOs, and so forth.
They strike a nerve because we feel so guilty. We know we have put our own needs first for too long. We know how we resented any voice that felt like a drag on velocity.
They strike a nerve because we feel so guilty. We know we have put our own needs first for too long. We know how we resented any voice that felt like a drag on velocity.
I have often said that ops is the engineering team whose incentives and happiness are most aligned with those of users. That's what gives our voice its moral heft.
Eh, I don't remember where I was going with this thought. Look, I got the first half of a new batch of stickers in -- and they're relevant! (Art by @kmoneyUS) 
More cheery systems wisdom.
oh and the shirt I happened to be wearing, because I am nothing if not consistent. (persistent? annoying?? whatevs)
