Modern organisations require agility to respond quickly and efficiently to internal and external changes. Within information technology, agility represents the capacity to deliver new services and solutions that support innovative business operations, assisting the transformation of traditional firms into digital enterprises. Information technology service management encompasses collecting data, analysing performance, reporting, and executing agile improvements. To enhance these operations, a holistic strategic framework incorporates two core components: DevOps-based agility management and an agility Process Maturity Framework. This combined approach equips organisational decision-makers with tools to implement, monitor, and assess agility improvements across their information technology service management workflows. Consequently, leadership can directly evaluate and compare the operational agility of enterprise information systems before and after deploying the maturity framework.
As companies shift toward digital operations, information technology services must adapt quickly without losing operational stability. Providing a structured way to introduce DevOps practices and assess process maturity helps leaders guide organisational change, justify operational investments, and systematically track improvements in service responsiveness over time.
The framework targets organisational decision-makers, IT managers, and enterprise consultants seeking to modernise internal IT service delivery. Potential applications include corporate digital transformation programmes and IT governance auditing. Based on the abstract, the work is an early-stage conceptual or strategic framework, as specific deployment case studies or commercial software integrations are not reported.
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Agility means the capability to swiftly and efficiently respond to internal and environmental organization changes. For IT, it is the ability to provide new services and IT solutions to support the innovative business processes. In the ever-changing business world of today, improving agility is the best way to face future challenges. IT service management is the capacity to collect data, analyze, report and implement agile improvements. Successful IT must be efficient and agile to promote the traditional company transformation to a digital enterprise. The propose of this work is a holistic and practical strategic framework to improve ITSM service management processes with the additions of two drivers Agility management based on DevOps, and an agility Process Maturity Framework (APMF). This research will enable decision-makers to improve and measure agility enhancements and hence compare the agility of Information Systems before and after APMF deploying.
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DOI: 10.1145/3167486.3167556
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