As e-commerce continues its rapid expansion, retailers face increasing complexity in their digital infrastructures, prompting a shift towards multicloud strategies to maintain agility and competitiveness. This complexity pushes IT teams to their limits, necessitating automation in incident management to minimize downtime and manual interventions. SAP, in collaboration with Dynatrace and ServiceNow, has embraced this approach to support its Commerce Cloud, which serves over 3,500 customers across multiple industries and countries, promising 99.95% availability and rapid storefront loading times. By integrating Dynatrace's observability platform with ServiceNow, SAP can maintain a real-time configuration management database, efficiently manage about 50,000 alerts monthly, and prioritize incident responses based on business impact. This integration not only enhances resolution speed by reducing the need for solution-switching but also aims to automate more of the incident management process, moving towards a proactive service model where customers are informed of issues and their resolutions in real-time.