Investigating Change and Incident Management in a Proprietary Software Ecosystem - Survival Mode On

Proprietary Software Ecosystems (PSECO) are those that concentrate knowledge on a closed software platform. The growing number of demands causes organizations to work at an accelerated pace to deliver results. Changes and incidents have a negative impact on the workload, compromising its stability. Based on a case study in a large international insurance organization, this study aims to verify the behavior of development teams from the point of view of changes and incidents in a PSECO. The following research methods were applied: i) robotic process automation; ii) data mining; and iii) social network analysis. As a result, this study serves as an alert for the organization’s IT board regarding the governance of traditional software development processes to survive in a competitive market.