Developing a Common Understanding of IT Services – The Case of a German University

Remfert, Christian

doi:10.1007/978-3-319-58521-5_32

Cited by 2 publications

(1 citation statement)

References 7 publications

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“…Despite the existence of some IT frameworks to assist organisations in ITSM implementation, some organisations still struggle to understand the concept behind ITSM, how its processes are implemented (Remfert, 2017) and how to identify which process should be implemented first (Jamous et al, 2017). However, one of the most implemented ITSM processes is the Incident Management (IM) process (Gacenga et al, 2011;Jäntti, 2011;Aguiar et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

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

Jo�ã

Faustino

Pereira

et al. 2020

IJASM

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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.

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