A STUDY OF BUSINESS PROCESS AUTOMATION WITH DEVOPS: A DATA-DRIVEN APPROACH TO AGILE TECHNICAL SUPPORT

Abstract

The convergence of Business Process Automation (BPA) and DevOps represents a transformative shift in enterprise operations, aiming to bridge the gap between process efficiency and continuous software delivery. This systematic literature review investigates the role of BPA-DevOps integration in enhancing agile technical support systems, operational agility, and organizational scalability. Employing the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) 2020 guidelines, a total of 147 peer-reviewed scholarly articles published between 2014 and 2024 were meticulously selected from six prominent academic databases. The selected studies span a range of domains, including IT services, SaaS, healthcare, finance, and public sector applications, offering a comprehensive cross-sectoral perspective. The review identifies that the synergistic adoption of BPA and DevOps contributes to streamlined deployment pipelines, automated incident resolution, enhanced customer support responsiveness, and measurable performance improvements such as reduced change failure rates and faster lead times. Notably, mature automation environments were found to yield greater consistency, resilience, and scalability across organizational functions. However, the review also surfaces critical research gaps—particularly the lack of unified implementation frameworks, inconsistent performance measurement indicators, limited empirical assessments of long-term automation impacts, and insufficient evaluation of ethical and socio-cultural considerations. Furthermore, the study emphasizes the pivotal role of organizational culture, leadership engagement, role redefinition, and continuous skills development in ensuring successful BPA-DevOps adoption. Through thematic synthesis, the review advances the academic discourse by integrating technical, operational, and managerial dimensions, while also advocating for future research that prioritizes inclusivity, longitudinal evaluation, and domain-specific adaptability. The insights generated from this review serve as a foundational reference for both scholars and practitioners seeking to design, implement, and assess sustainable, scalable, and value-aligned automation strategies within DevOps ecosystems.