Integrating COBIT and ITIL for IT Service Management Improvement: A Systematic Review

Abstract

In today's digital environment, effective management of information and communication technology (ICT) services is a priority for organizations. This systematic review, based on the PRISMA methodology, aimed to identify the main implementations of COBIT and ITIL in ICT service management and to evaluate how their integration and joint use of these frameworks improves ICT service management. After applying the exclusion criteria, 14 relevant articles were selected from a total of 2406 articles from scientific sources indexed by ProQuest, Scopus and Google Scholar. In addition, a bibliometric analysis was performed using VOSviewer and Bibliometrix, which showed that Germany, Ecuador and Indonesia have the highest scientific production, reflecting the global increase in interest in this field. The results show that the integration of COBIT and ITIL has been addressed through approaches such as ontological models and technology platforms based on artificial intelligence. Among the benefits identified were the strengthening of governance, the development of a higher quality service focused on user needs, efficiency in operational management and better control of ICT assets. However, the discussion revealed a lack of methodological uniformity and little organizational contextualization, which hinders the practical application of the results. It is concluded that the integration of COBIT and ITIL is a good practice to achieve efficiency, traceability and sustainability in ICT services, as long as it is accompanied by a clear implementation strategy and continuous evaluation