Title: The influence of DevOps practices in ITSM processes

Authors: João Faustino; Rúben Pereira; Miguel Mira da Silva

Addresses: Department of Information Science and Technology, Instituto Universitário de Lisboa (ISCTE-IUL), Avenida das Forças Armadas, Lisboa, 1649-026, Portugal ' Department of Information Science and Technology, Instituto Universitário de Lisboa (ISCTE-IUL), Avenida das Forças Armadas, Lisboa, 1649-026, Portugal ' Instituto Superior Técnico, University of Lisbon, Av. Rovisco Pais 1, Lisboa, 1049-001, Portugal

Abstract: In an information technology (IT) perspective, the world is evolving at a great speed. The IT services have expanded, most organisations started to implement processes that enable the lifecycle of these IT services. The discipline that covers all these processes is called IT service management (ITSM). Nevertheless, ITSM nowadays is seen as a bureaucratic discipline, where the process of creation and support of the IT services are two separate teams. There is an emerging agile culture called DevOps that aims to bridge these two teams: development and operations. The focus of this bridge-into-one team is to deliver quality software and secure its operation. This research systematic analyses the literature and shed light on how DevOps practices can assist ITSM processes. This research concludes that automated deployment as the most useful practice and incident and problem management is the most beneficial processes. Future directions are pointed.

Keywords: DevOps practices; agile; ITSM processes; influence.

DOI: 10.1504/IJSOM.2023.129464

International Journal of Services and Operations Management, 2023 Vol.44 No.3, pp.390 - 407

Received: 12 Jul 2020
Accepted: 10 Jan 2021
Published online: 10 Mar 2023 *

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