Conceptual Model Improving Digital Workflows Within Organizational Information Technology Operations

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@article{1712547,
      author = {Ugwu-Oju Ukamaka Mary, Okeke Obinna ThankGod, Nwankwo Constance Obiuto},
      title = {Conceptual Model Improving Digital Workflows Within Organizational Information Technology Operations},
      journal = {Iconic Research And Engineering Journals},
      year = {2018},
      volume = {2},
      number = {5},
      pages = {294-311},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1712547.pdf},
      abstract = {The accelerating digitalization of enterprise environments has increased the complexity, velocity, and interdependence of information technology (IT) operations, necessitating more intelligent, integrated, and efficient workflow management approaches. This presents a conceptual model designed to improve digital workflows within organizational IT operations by integrating principles from socio-technical systems theory, Lean IT, IT service management, DevOps, and intelligent automation. The model addresses fundamental challenges such as fragmented tool ecosystems, manual process dependencies, limited operational visibility, insufficient data-driven decision-making, and misaligned collaboration between development, operations, and business units. The proposed model is structured around five foundational layers process, technology, data and intelligence, human and organizational factors, and governance. Together, these layers create a unified architecture that enables end-to-end workflow mapping, standardized and modular process designs, and enhanced interoperability through API-driven integration and automation platforms. Central to the model is the incorporation of AIOps, machine learning analytics, and real-time monitoring to introduce predictive and adaptive capabilities into routine IT workflows such as incident response, change management, problem resolution, and service delivery. The model emphasizes continuous improvement through iterative feedback loops, proactive anomaly detection, and data-driven workflow optimization. By establishing consistent governance mechanisms and fostering a collaborative DevOps-oriented culture, the model supports more resilient and agile IT operations capable of meeting evolving digital enterprise demands. Expected outcomes include improved operational efficiency, reduced cycle times, enhanced service reliability, and strengthened cross-functional coordination. The conceptual model serves as a theoretical and practical foundation for organizations seeking to modernize their IT workflow ecosystems and offers researchers pathways for empirical validation, performance benchmarking, and cross-industry application.},
      keywords = {Digital Workflows, IT Operations, Workflow Automation, Aiops, Devops, Lean IT, Process Optimization, Workflow Orchestration, Digital Transformation, IT Service Management (ITSM).},
      month = {November},
  }