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Publication Detailed Description
Journal Title
Journal of Global Information Management
Year (definitive publication)
2025
Language
English
Country
United States of America
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Abstract
In today's dynamic environment, IT departments are critical to organizational success, supporting business units through IT services managed with frameworks like ITIL. IT is occasionally seen as an impediment due to bureaucratic ITIL processes, causing a delay to the quick adaptation to market changes. The DevOps culture was introduced to increase the collaboration between development and operations teams, promoting high-quality software delivery while guaranteeing the system stability. This research explores integrating DevOps within an ITIL-based environment, focusing on the impact on Incident, Problem, and Change Management processes. Case studies show that DevOps improves communication, feedback, and automation, significantly enhancing Incident and Problem Management. In contrast, automation is the key to optimising Change Management, reducing errors, and boosting delivery quality.
Acknowledgements
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Keywords
DevOps,ITSM,ITIL,Incident management,Problem management,Change management
Fields of Science and Technology Classification
- Mathematics - Natural Sciences
- Computer and Information Sciences - Natural Sciences
- Economics and Business - Social Sciences
- Media and Communications - Social Sciences
- Other Social Sciences - Social Sciences
Funding Records
| Funding Reference | Funding Entity |
|---|---|
| UID/6486/2025 | Fundação para a Ciência e a Tecnologia |
| UID/PRR/6486/2025 | Fundação para a Ciência e a Tecnologia |
