[BoboDupla]

This is all nice and great, but what needs to be said, that this guide is tailored for small-ish companies, mostly tech oriented, primarily facing customers. As someone who is working in a relatively big company (1500 employees in Europe) and worked in a corporate before, you need to have much more defined processes and definitions. Anyone who ever dealt with ITIL and is reading this must be very confused.

What also needs to be said - in my time I have seen orthodox ITIL bros, who got all their certificates and wanted to transform every ITSM process to the letter of ITIL and these people would probably get a panic attack from this guide. Nowadays I am seeing Agile bros, who want to do everything the Agile way, replacing one mess with another, just for the sake to be up to date with the newest frameworks.

I like that people at incident.io tailored the Incident Management to their needs and are not sticking to some predefined "rules" which are popular now. What works for them might of course not work for the rest.

[evnsio]

I don't disagree with your points, and having worked at both massive IT organisations, tiny startups and scale-ups in-between, it's clear that different organisations need different levels of rigour and process!

I see the guide less as a set of dogmatic rules to follow, and more of: a) a set of sensible defaults for small to medium size orgs who are starting with little-to-no process and b) a source of inspiration for larger folks who maybe want to bring their processes out of the ITIL ages and into a world that's a little more applicable to the way folks work today.

As you say, the extremes of the ITIL <---> Agile spectrum is likely to be a mess, and where you should target on that spectrum is highly dependent on your starting point, your culture, and your appetite for change :)

[lawrjone]

My experience is mostly in a company of about ~700, working in a regulated environment (payments).

This guide is how we ran incidents, or at least at the top end of the complexity of each section.

So if by small you mean companies under 1500, then I'd agree. But also, that's a lot of companies, in fact the majority of them!

We definitely see success with our customers up to the 1500 range adopting these practices, and often throwing out more convoluted or obscure processes that came before.