The impact of DevOps in IT service management: A multi-case study

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.