DevOps represent the tight connection between development and operations. To address challenges that arise on the bor- derline between development and operations, we conducted a study in collaboration with a Swedish company responsible for ticket management and sales in public transportation. The aim of our study was to explore and describe the existing DevOps environment, as well as to identify how the feedback from operations can be improved, specifically with respect to the alerts sent from system operations. Our study complies with the basic principles of the design science paradigm, such as understanding and improving design solutions in the specific areas of practice. Our diagnosis, based on qualitative data collected through interviews and observations, shows that alert flooding is a challenge in the feedback loop, i.e. too much signals from operations create noise in the feedback loop. Therefore, we design a solution to improve the alert management by optimizing when to raise alerts and accordingly introducing a new element in the feedback loop, a smart filter. Moreover, we implemented a prototype of the proposed solution design and showed that a tighter relation between operations and development can be achieved, using a hybrid method which combines rule-based and unsupervised machine learning for operations data analysis.
- Design science