Agile development teams aim to develop innovative capabilities, while devops teams strive to release code to production more frequently. But the buck often stops with the IT service desk and customer support teams who must respond to application incidents, issues, and requests.

Release too frequently with defects, performance bottlenecks, or security issues, and end-users may inundate service and support teams with incidents. Even when devops teams deploy reliable changes, they still have a responsibility to aid support teams in providing excellent customer service or end-user support.

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