Science Mapping of ITIL-Based IT Service Management Research: Advancing Sustainable Development Goals on Industry, Innovation, and Infrastructure

• Jane Kristine G. Suarez

  Bulacan State University, City of Malolos, Bulacan, Philippines

  Author

This bibliometric study examines the role of ITIL-based IT Service Management (ITSM) in advancing Sustainable Development Goal 9 (SDG 9), which focuses on building resilient infrastructure, promoting sustainable industrialization, and fostering innovation. Using Scopus-indexed literature from 2003 to 2024, the research applies VOSviewer for co-citation, co-authorship, and keyword co-occurrence analyses to uncover the intellectual structure and thematic evolution of ITSM research. The analysis reveals four major clusters: (1) strategic ITSM processes and foundations, (2) regional ITIL adoption and decision-support systems, (3) cultural readiness and organizational performance, and (4) integration of automation and emerging technologies such as AI and Industry 5.0. These themes underscore ITIL's role in enhancing digital infrastructure, optimizing service delivery, and promoting innovation—key elements of SDG 9. Emerging technologies like AI, machine learning, and cloud computing are increasingly embedded in ITSM frameworks, enabling smarter and more sustainable service operations. Despite its benefits, ITSM adoption faces barriers such as high costs and organizational resistance. The study provides a knowledge base for future research and policy-making, advocating for scalable innovation, inclusive governance, and digital transformation aligned with global sustainability goals.

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