Organizations are undergoing a cultural and structural shift towards embracing DevOps, which leads to a higher demand for IT Service Management (ITSM) to support new releases and products, as well as an increased awareness of ITSM's impact on customer experience and satisfaction. This white paper by Isos Technology delves into the complex environment in which IT operates and how it can hinder collaboration between development and operations teams. 

This guide provides practical advice to help you build an effective on-call program that enables rapid incident response and improves the reliability of your services. 

Serhat Can's comprehensive book on operating an on-call response program for software applications offers a roadmap for balancing customer needs with the well-being of on-call staff.