Integrating COBIT and ITIL for IT Service Management Improvement: A Systematic Review
DOI:
https://doi.org/10.37431/conectividad.v7i1.340Keywords:
COBIT, ITIL, IT Service Management, IntegrationAbstract
Currently, the effective management of information and communication technology (ICT) services has become a priority for organizations. The objectives of this systematic review, based on the PRISMA methodology, were to identify COBIT and ITIL implementations focused on ICT service management and to highlight their benefits. After applying the exclusion criteria, 14 of the initial 2406 articles, extracted from ProQuest, Scopus and Google Scholar, were analyzed. Bibliometric analysis using VOSviewer and Bibliometrix identified Germany, Ecuador and Indonesia as the main countries producing scientific research in this field. The research shows integration through multiple approaches, from ontological models to technological platforms based on artificial intelligence. In turn, the reported benefits include: strengthening audits and internal control, improving customer-oriented service quality, IT asset security management and risk mitigation. However, there was also evidence of a lack of uniformity in the integration methodology, making it difficult to implement. These findings suggest that the integration of COBIT and ITIL is a practice that can improve the efficiency and sustainability of ICT services, provided a well defined implementation and evaluation strategy is designed.
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