Enterprises are increasingly adopting DevOps methodologies for development of software. A couple of common outcomes of this are that:
- Application teams are more cross functional in nature, with operations and support staff working in self-contained teams alongside developers.
- Developers have an increasing support role... the "you wrote it, you fix it" culture. Increasingly they're on-call.
I'm seeing this creating a challenge. Development teams are structured this way primarily because it delivers more rapid software innovation, and hence value to the company and to the customer (new features, new products, etc). They're working to an evolving backlog of feature desires. But at the same time, support issues are arriving.
Facing a queue of two tickets, or ten tickets, or one hundred tickets, the application team has to decide what to do first. If you're working in a structure like this, how do you establish what to prioritise, what to defer?