A comprehensive study of the role of cloud computing on the information technology infrastructure library (ITIL) processes
Authors: Wang Dayu , Zhong Daojun , Li Liang 
Published: July 2021

Purpose

Information technology infrastructure library (ITIL) is a commonly utilized IT service management execution technique that helps IT services to be planned, designed, selected, operated and continuously improved. ITIL procedures are utilized to measure the efficiency of IT service management procedures and their association with the accelerated system development of cloud systems. The challenges faced in IT deployment and maintenance management significantly restrict cloud computing services' reliability. Therefore, this article aims to review a comprehensive study of the role of cloud computing on the ITIL processes.

Design/methodology/approach

Each enterprise strives to stay competitive in the market and offers the services its consumers are looking for, all in line with cost-effectiveness and client needs. The ITIL framework provides best practice guidance for IT service management that includes a collection of ample publications supplying detailed guidelines on the management of IT functions, processes, responsibilities and roles associated with IT service management. On the other hand, the way companies employ IT services with an effect on the role of enterprise infrastructure is altered by cloud computing. Hence, the investigation makes utilization of a systematic literature review (SLR) detailing crucial success factors of cloud computing execution in ITIL. The authors have recognized 35 valuable contributions, providing a comprehensive view of study in this field, of which 22 papers were found according to some filters that have been analyzed in this article. Selected articles are presented in two groups, including cloud service and cloud service providers.

Findings

Owing to the overall expense of execution and problems with combining the ITIL approach with the existing organizational IT strategic strategy, ITIL adoption has begun to wane over the last few years. An established methodology for ITIL deployment that will assure long-term success for those wanting to use private cloud procurement will be the most important inference that can be taken from this article. ITIL offers a perfect platform to execute and support cloud applications effectively. IT will prevent cloud sprawl and instability, reduce the likelihood of service interruption and optimize customer loyalty by merging humans, procedures and technologies into hybrid environments.

Research limitations/implications

This survey is more aimed at specialists such as IT experts; so, further evaluations must also be carried out in order to understand the company's views on the risks and advantages of adopting ITIL. In addition, non-English articles are not discussed in this article.

Practical implications

The study outcomes would help suppliers of cloud computing services assess their service quality and ensure customer satisfaction with the quality of cloud computing services. The outcomes will also supply a reference for cloud infrastructure customers to assess and choose various kinds of cloud computing services.

Originality/value

An SLR with perspectives from ITIL professionals and business studies is the benefit of this report. By offering a more thorough framework that helps companies achieve efficiency, effectiveness and creativity in ITIL execution, this article would be useful for ITIL clients, decision-makers and developers.