The transition to Agile development and continuous deployment has resulted in the DevOps movement to break down organizational walls. While there are many benefits to this approach, some best practices of traditional IT Service Management (ITSM) have been lost in the transition.
In an ideal world, your DevOps toolchain would be highly automated for incident management and allow your teams to resolve issues at DevOps speed.
Managing services is hard for both service owners and stakeholders. To make things easier for everyone, define a clear set of expectations from the beginning. This helps measure and evaluate the health of services easier.