DevOps Practices for Improved IT Service Delivery and Customer Satisfaction
Feng, Zhiqing (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024052214480
https://urn.fi/URN:NBN:fi:amk-2024052214480
Tiivistelmä
In the rapid development landscape of information technology (IT), the integration of development and operations (DevOps) practices significantly impacts the enhancement of IT service delivery and the level of customer satisfaction. The objective of this thesis was purpose to examine how DevOps practices impact IT service delivery and customer satisfaction. To achieve this objective, this thesis aims to merge theoretical knowledge with practical implementation, identifying the key aspects for improving IT service delivery and customer satisfaction through DevOps practices. The scope of this thesis is focused on the implementation of DevOps practices, particularly on Continuous Integration/Continuous Delivery (CI/CD) pipelines.
Empirical data for this thesis was gathered through a quantitative survey collected from the IT experts within the case company X and qualitative case studies that provide an understanding of the real-world application of DevOps practices. Through the quantitative survey and qualitative case studies, this research captures insights from IT experts within the case company X. The findings from this study show that the CI/CD pipeline has significantly enhanced service delivery and operation efficiency within case company X and commitment to service level agreements (SLAs), which is an organisation specializing in integrated retail and supply chain planning solutions. However, despite the study showing that DevOps practices are popular and beneficial in the market but face challenges, the knowledge gaps in handling advanced DevOps tools and difficulties in debugging within CI/CD pipelines could be improved for the Support and Tech Developer teams. Additionally, this study emphasizes the importance of continuous training and process improvement, particularly in improving the automated process and the skill in handling CI/CD pipelines and other DevOps tools through specific training to maintain the reliability of IT operations.
This study combines theoretical knowledge with empirical findings to provide insights into DevOps in IT service management. The thesis not only provides valuable insights within case company X but also offers specific recommendations for organisations that should optimize the training in DevOps tools, particularly for CI/CD pipelines, enhancing the proficiency in deploying and debugging to fill the knowledge gaps. And provide insight for organisations in the information technology (IT) sector.
In conclusion, this study provides a picture for understanding the impact of DevOps practices on IT service delivery and customer satisfaction, emphasizing continuous improvement and training as the key elements for enhanced customer statisticians. Future research could explore DevOps practices across different sectors, providing a broader perspective.
Empirical data for this thesis was gathered through a quantitative survey collected from the IT experts within the case company X and qualitative case studies that provide an understanding of the real-world application of DevOps practices. Through the quantitative survey and qualitative case studies, this research captures insights from IT experts within the case company X. The findings from this study show that the CI/CD pipeline has significantly enhanced service delivery and operation efficiency within case company X and commitment to service level agreements (SLAs), which is an organisation specializing in integrated retail and supply chain planning solutions. However, despite the study showing that DevOps practices are popular and beneficial in the market but face challenges, the knowledge gaps in handling advanced DevOps tools and difficulties in debugging within CI/CD pipelines could be improved for the Support and Tech Developer teams. Additionally, this study emphasizes the importance of continuous training and process improvement, particularly in improving the automated process and the skill in handling CI/CD pipelines and other DevOps tools through specific training to maintain the reliability of IT operations.
This study combines theoretical knowledge with empirical findings to provide insights into DevOps in IT service management. The thesis not only provides valuable insights within case company X but also offers specific recommendations for organisations that should optimize the training in DevOps tools, particularly for CI/CD pipelines, enhancing the proficiency in deploying and debugging to fill the knowledge gaps. And provide insight for organisations in the information technology (IT) sector.
In conclusion, this study provides a picture for understanding the impact of DevOps practices on IT service delivery and customer satisfaction, emphasizing continuous improvement and training as the key elements for enhanced customer statisticians. Future research could explore DevOps practices across different sectors, providing a broader perspective.