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Title: Agile information technology service management with DevOps: an incident management case study

Authors: João Faustino; Rúben Pereira; Bráulio Alturas; 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 ' 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: This research aims to investigate how DevOps culture can be applied in the incident management process. The authors believe, based on experience as practitioners, that agile software development methodologies are fair enough to be used on Incident Management process, to quickly restore the business interruption. An application management team which solves incidents and applies DevOps practices was studied. Three data collection methods were used: interviews, document analysis and observation. This research provides novel findings supported by metrics and real experience implementing DevOps practices in incident management process. The novelty of the findings brings advantages for academics, and due to the exploratory nature of this research, it extends the body of knowledge. It also provides contributions for practitioners, by showing how these practices can be applied and the result of the implementation of these practices. Directions of future work are also presented.

Keywords: information technology; case study; interviews; document analysis; observation; DevOps; incident management; application management; agile methodologies; service management.

DOI: 10.1504/IJASM.2020.10034547

International Journal of Agile Systems and Management, 2020 Vol.13 No.4, pp.339 - 389

Accepted: 19 Mar 2020
Published online: 12 Jan 2021 *

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