Eileen Kapel

Eileen Kapel, Jan Lennartz, Luis Cruz et al.

Effective IT change management is important for businesses that depend on software and services, particularly in highly regulated sectors such as finance, where operational reliability, auditability, and explainability are essential. A significant portion of IT incidents are caused by changes, making it important to identify high-risk changes before deployment. This study presents a predictive incident risk scoring approach at a large international bank. The approach supports engineers during the assessment and planning phases of change deployments by predicting the potential of inducing incidents. To satisfy regulatory constraints, we built the model with auditability and explainability in mind, applying SHAP values to provide feature-level insights and ensure decisions are traceable and transparent. Using a one-year real-world dataset, we compare the existing rule-based process with three machine learning models: HGBC, LightGBM, and XGBoost. LightGBM achieved the best performance, particularly when enriched with aggregated team metrics that capture organisational context. Our results show that data-driven, interpretable models can outperform rule-based approaches while meeting compliance needs, enabling proactive risk mitigation and more reliable IT operations.

Lorena Poenaru-Olaru, Wouter van 't Hof, Adrian Stando et al.

Capacity management is critical for software organizations to allocate resources effectively and meet operational demands. An important step in capacity management is predicting future resource needs often relies on data-driven analytics and machine learning (ML) forecasting models, which require frequent retraining to stay relevant as data evolves. Continuously retraining the forecasting models can be expensive and difficult to scale, posing a challenge for engineering teams tasked with balancing accuracy and efficiency. Retraining only when the data changes appears to be a more computationally efficient alternative, but its impact on accuracy requires further investigation. In this work, we investigate the effects of retraining capacity forecasting models for time series based on detected changes in the data compared to periodic retraining. Our results show that drift-based retraining achieves comparable forecasting accuracy to periodic retraining in most cases, making it a cost-effective strategy. However, in cases where data is changing rapidly, periodic retraining is still preferred to maximize the forecasting accuracy. These findings offer actionable insights for software teams to enhance forecasting systems, reducing retraining overhead while maintaining robust performance.