What is an activity of the Discovery and Strategy Stage of the SIAM roadmap?

The service desk for a particular SIAM ecosystem is provided by an internal service provider.
Who is responsible for managing the performance of the service desk against their service targets?

An important DevOps concept is the incremental of new functionality, followed by user feedback before the next increment.
In a SIAM ecosystem, what should be put in place specifically to support this DevOps concept?

Which process manages escalations regarding the performance of a service provider?

During what stage of the SIAM roadmap should the customer organization first consider how it will balance the level of control it wants to have or delegate to the service integrator?