What can DevOps learn from ITSM?

IT service management is opening up to learning from DevOps, as seen in the release of version 4 of ITIL in 2019, and especially the most progressive ITIL book so far: "High-Velocity IT" (HVIT), that is based on Lean, Agile, Resilient, and Continuous principles.
But what can DevOps learn from ITSM? IT service is the vehicle that affords users access to technology, so it is good to understand "service-dominant logic", in other words, how service works. IT service is often stressful for both users and providers, so if you care about people, experience should be an integral part of design and delivery. Value from service is subjective and unpredictable, and therefore hard to manage with objective metrics, so it is worth taking a look at the leading-edge area of experience level agreement (XLA). Our speaker is the lead author of HVIT. He will share his thoughts on these topics and invite comments and discussion.
Mark Smalley helps IT people understand service. He has worked in various roles in IT for 45 years and has been a contributor to bodies of knowledge such as ASL, BiSL, BRM, COBIT, DevOps, IT4IT, ITIL, VeriSM and XLA. He has spoken at hundreds of events in more than thirty countries. He also helps writers write better books. Mark was born in London, and has lived just outside Amsterdam for most of his life. He has a son who recently emigrated to NZ, so we are hoping to see Mark visit NZ again soon.

The meetup is online this time (Mark is joining us from the Netherlands - be sure to thank him for getting up so early). The Zoom link will be visible to registrants. So tell your friends and colleagues anywhere to join in: the timezone is friendly for all of AsiaPac.