Combining Agile, DevOps and ITSM: A Systematic Literature Review
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The usage of IT Service Management (ITSM) frameworks to manage Information Systems (IS) and Information Technology (IT) has been developed and used over the last three decades. The evolution of IS and IT with new languages, development methods, technologies and services has forced organizations to improve the way they manage these new advances in technology and services. Software development methodologies like Agile and operation practices like DevOps have also been used in organizations to help manage this challenging and complex environment along with enhancements of ITSM frameworks. Although there is an extensive list of frameworks, methodologies, and practices there is very few research in how Agile and DevOps are being used together to improve ITSM. This paper aims to present a systematic literature review on the application of Agile and DevOps in ITSM.
Abdelkebir, S. A. H. I. D., Maleh, Y. and Belaissaoui, M. (2017) ‘An agile framework for ITS management In organizations: A case study based on DevOps’, In Proceedings of the 2nd International Conference on Computing and Wireless Communication Systems, pp. 1-8. https://doi.org/10.1145/3167486.3167556
Adriano, D. M. (2021) ‘DevOps and Information Technology Service Management: A Problem Management Case Study’, Doctoral dissertation, ISCTE-Instituto Universitario de Lisboa (Portugal).
Agutter, C. (2020) ‘ITIL Foundation Essentials ITIL 4 Edition-The Ultimate Revision Guide’, IT Governance Publishing Ltd.
Cherinka, R., Foote, S., Burgo, J., and Prezzama, J. (2021) ‘The Impact of Agile Methods and “DevOps” on Day 2+ Operations for Large Enterprises’, In Intelligent Computing: Proceedings of the 2021 Computing Conference, Volume 1 (pp. 1068-1081). Springer International Publishing.
https://doi.org/10.1007/978-3-030-80119-9_71
Faustino, J., Pereira, R., Alturas, B., and Silva, M. M. D. (2020) ‘Agile information technology service management with DevOps: An incident management case study’, International Journal of Agile Systems and Management, 13(4), 339-389.
https://doi.org/10.1504/IJASM.2020.112331
Faustino, J., Pereira, R., and Silva, M. M. D. (2023) ‘The influence of DevOps practices in ITSM processes’, International Journal of Services and Operations Management, 44(3), 390-407.
https://doi.org/10.1504/IJSOM.2023.129464
Fowler, M., and Highsmith, J. (2001). The agile manifesto. Software development, 9(8), 28-35.
Gacenga, F., Cater-Steel, A. and Toleman, M. (2010) ‘An International Analysis of IT Service Management Benefits and Performance Measurement’, J. Glob. Inf. Technol. Manag., 13, 28–63.
https://doi.org/10.1080/1097198X.2010.10856525
Galup, S., Dattero, R., and Quan, J. (2020) ‘What do agile, lean, and ITIL mean to DevOps?’, Communications of the ACM, 63(10), 48-53.
https://doi.org/10.1145/3372114
Galup, S. D., Dattero, R., Quan, J. J., and Conger, S. (2009) ‘An overview of IT service management’, Communications of the ACM, 52(5), 124-127.
http://doi.acm.org/10.1145/1506409.1506439
Gokarna, M., and Singh, R. (2021) ‘DevOps: a historical review and future works’, In International Conference on Computing, Communication, and Intelligent Systems (ICCCIS) (pp. 366-371). IEEE.
https://doi.org/10.1109/ICCCIS51004.2021.9397235
Gotel, O. and Leip, D. (2007) ‘Agile Software Development Meets Corporate Deployment Procedures: Stretching the Agile Envelope’, in Concas, G. et al. (eds) International Conference on Extreme Programming and Agile Processes in Software Engineering. Springer, Berlin, Heidelberg, pp. 24–27.
https://doi.org/10.1007/978-3-540-73101-6_4.
Jabbari R., Ali N.B., Petersen K. and Tanveer B. (2016) ‘What is DevOps? A Systematic Mapping Study on Definitions and Practices’, Proceedings of the Scientific Workshop Proceedings of XP2016, Edinburgh. https://doi.org/10.1145/2962695.2962707
Kaiser, A. K. (2018) ‘Reinventing ITIL® in the Age of DevOps: Innovative Techniques to Make Processes Agile and Relevant’. Apress.
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Koch, H. and Gierschner, C., (2007) ‘Advantages of an ITIL-based Process Framework in a Complex SAP® System Landscape’, In Proceedings of the 2007 4th IEEE Workshop on Intelligent Data Acquisition and Advanced Computing Systems: Technology and Applications, Dortmund, Germany, pp. 431–433.
https://doi.org/10.1109/IDAACS.2007.4488454
Maroukian, K., and Gulliver, S. (2020) ‘Exploring the link between leadership and Devops practice and principle adoption’, Advanced Computing: An International Journal, 11(4).
https://doi.org/10.5121/acij.2020.11401
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Sabharwal, N., Rathore, R., and Agrawal, U. (2022) ‘Hands-On Guide to AgileOps’.
Sliep, C., and Marnewick, C. (2020) ‘The quest in delivering quality IT services: The case of a higher education institution’, Education and Information Technologies, 25, 4817-4844. https://doi.org/10.1007/s10639-020-10198-0
Valdivia-Bedregal, J., Bedregal-Alpaca, N., and Castañeda-Huaman, E. (2021) ‘Private LTE Network Service Management Model, based on Agile Methodologies, for Big Mining Companies’, International Journal of Advanced Computer Science and Applications, 12(4).
Varga, S., Barreto, G., & Battaglin, P. D. (2020). A holistic IT infrastructure management framework, International Journal of Computational Science and Engineering, 21(1), 1-9.
https://doi.org/10.1504/IJCSE.2020.105222
Varga, S., Barreto, G., and Battaglin, P. D. (2019a) ‘Increasing Information Systems Availability Through Accuracy, Awareness, Completeness and Manageability of ITSM’, 2019 14th Iberian Conference on Information Systems and Technologies (CISTI), 1–4.
https://doi.org/10.23919/CISTI.2019.8760686
Woo, H., Lee, S., Huh, J. H., and Jeong, S. (2020) ‘Impact of ITSM military service quality and value on service trust’, Journal of Multimedia Information System, 7(1), 55-72.
https://doi.org/10.33851/JMIS.2020.7.1.55
Zaydi, M., and Nassereddine, B. (2020) ‘DevSecOps PRACTICES FOR AN AGILE AND SECURE IT SERVICE MANAGEMENT’, Journal of Management Information & Decision Sciences, 23(2).
