The influence of DevOps practices in ITSM processes Online publication date: Fri, 10-Mar-2023
by João Faustino; Rúben Pereira; Miguel Mira da Silva
International Journal of Services and Operations Management (IJSOM), Vol. 44, No. 3, 2023
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.
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