Brief: Put Developers On The Front Lines Of App Support

The separation of development (Dev) and operations (Ops) has created inherently dysfunctional relationships that mere good intentions cannot mend. At the root of the problem are their different objectives: Developers are rewarded for making new things but not on quality or operational stability, while operations is rewarded for operational stability and predictability. Within these narrow purviews, each regards the other as a barrier to success, and neither is rewarded for achieving the customer experiences that drive business results. This brief report outlines a first step for application development and delivery (AD&D) professionals in creating a culture of shared success: putting developers on the help desk, where they will create a critical connection between their work and the customer experiences that result.