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LHT
40,6 A comprehensive study of the role
of cloud computing on the
information technology
1954 infrastructure library
Received 23 January 2021
Revised 11 April 2021
(ITIL) processes
Accepted 16 April 2021
Dayu Wang and Daojun Zhong
School of Economics and Management, Zhoukou Normal University,
Zhoukou, China and
Graduate School of Business, SEGI University, Petaling Jaya, Malaysia, and
Liang Li
SEGI University, Petaling Jaya, Selangor, Malaysia

Abstract
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
Library Hi Tech this report. By offering a more thorough framework that helps companies achieve efficiency, effectiveness and
Vol. 40 No. 6, 2022 creativity in ITIL execution, this article would be useful for ITIL clients, decision-makers and developers.
pp. 1954-1975
© Emerald Publishing Limited Keywords Cloud computing, Information technology infrastructure library, Systematic literature review
0737-8831
DOI 10.1108/LHT-01-2021-0031 Paper type Literature review
1. Introduction Study of the
Cloud computing is increasingly evolving and is the information technology (IT) industry’s role of cloud
most desired area (Ali et al., 2020) It offers scalable computational resources for relatively
smaller spending costs according to a firm’s requirement (Khayer et al., 2020; Shah et al.,
computing on
2011). Modern firms have several problems, such as scalability, affordability, mobility, ITIL
shorter time to market, growing complexity and so on. Companies embrace the cloud and
derive market profits by cost transformation and improved revenues to overcome these
problems (Wang et al., 2019). With the cloud gathering traction, companies now have to tackle 1955
on-premise and cloud applications in diverse settings (Gohil et al., 2011). Security remains the
greatest barrier to developments in cloud computing, because business data should be
published on the cloud and therefore leave a data security question mark, as a result of which
several business enterprises refuse to migrate to the cloud (Chang, 2020; Shah et al., 2011). Due
to the intrinsic cloud capabilities of accelerated elasticity, system automation and location-
independent resource pooling, the operation of the cloud system is dynamic. Transparency
and quality management of these cloud features are critical to each cloud supplier’s business
and client adoption (Fiegler et al., 2016). Cloud computing utilization has contributed to the
need for management principles and procedures expressly developed for cloud computing
services (Cheng, 2020). For cloud service users, management principles and procedures are
critical when implementing and using cloud technology.
An organization’s decision to move IT to cloud computing and to allow a seamless and
detailed transition to the cloud covers numerous decisions that should be made to reduce
risks (Queiroz et al., 2020). The company should also utilize the correct tools to move IT
services to the cloud in an easy way, with greater control and in a more detailed manner
(Cardoso et al., 2018). To help organizations with the management of IT services, IT
infrastructure library (ITIL) framework had been generated. ITIL is a standard procedure
adopted by companies in the operation of their data centers. IT infrastructure and application
services are gradually provided as Internet services, making IT Service Management (ITSM)
a crucial architectural problem (Karkoskova and Feuerlicht, 2014). They now require to see if
ITIL can be used for cloud operations without affecting the latest on-premise setup (Gohil
et al., 2011). Albeit, for the most part, ITIL reports on-premise services from the viewpoint of
the service supplier. ITIL systems should be reassessed to make ITSM more appropriate for
users with cloud providers (Karkoskova, 2018). ITIL foundation encourages applicants to
look at ITSM from an end-to-end business model for the production, distribution and constant
enhancement of tech-enabled goods and services (Shekhar, 2020). In the following, we will
mention the motivation of the research.
Albeit, fewer investigations have addressed the systematic investigation of the role of
cloud computing on the ITIL processes. To solve the problems of ITIL, we need to investigate
cloud computing. The present investigation concentrates on the cloud computing effect on
the ITIL procedures. The current investigation’s target is to check whether and to what
extend cloud computing can solve the ITIL processes problems. A systematic literature
review (SLR) has been performed on cloud computing on the ITIL targeting to collect
information on cloud computing’s novel role on the ITIL procedures. The remaining of the
article continues as follows.
Section 2 introduces the motivation and goal of this research. The background is
concluded in Section 3. The research method is given in Section 4. Moreover, a review of
selected papers is analyzed in Section 5. So, the discussions and the findings are given in
Section 6. Ultimately, the study is concluded in Section 7.

2. Motivation and the goal of this research

In this part, we discuss and analyze several review articles related to ITIL to clarify this
study’s motivation.
LHT Tiong et al. (2009) have reviewed literature associated with financial metrics that firms can
40,6 utilize to measure their investment return from their ITIL framework adoption. They have
considered proper metrics that service managers can utilize to establish a business case for
ITIL adoption or ongoing ITIL projects. Also, Miller et al. (2013) have examined an ITIL
maturity strategy for private cloud sourcing models. As part of their 3–5 years of IT strategic
plan, they have equipped IT, corporate leaders, with a methodical approach to execute ITIL
that promotes a transformation process to a private cloud sourcing platform. Mukwasi and
1956 Seymour (2015) have concentrated on the employment of the ITSM framework and the
instance of the ITIL framework as the central issue. They have reviewed the prior works to
provide evidence of organizational cultural contradictions between organizations and the
ITIL framework. Also, Cruz-Hinojosa and Gutierrez-de-Mesa (2016) have reviewed the
problems that small and medium enterprises (SMEs) encounter while attempting to certify
their alignment with ITIL guidelines in the range 2007–2015.
Cronholm and Gobel (2016) have examined how well-known ITIL frameworks comply
with a service viewpoint. As an analysis model, they have utilized service-dominant logic to
figure out how ITIL relates to a service viewpoint. Also, through using SLR, Suryawan (2017)
performed a synthesis of the service job performance delivered by the IT division to
subscribers of information systems. The approach utilized in the investigation was a
literature analysis relevant to the system of control objectives for information and related
technology (COBIT) and ITIL, as well as discovering the interrelationship between SM to
improve the efficiency of IT work. Ultimately, Rubio and Camazon (2018) have presented a
review of different approaches for implementing ITIL practices. They found that approaches
discovered vary from static sequences. The sequence is predefined and common to all
organizations that are dynamically defined depending on their characteristics. So, the
approaches may differ from one company to other. The key factors of each investigation are
illustrated in Table 1.
Several IT leaders feel that their current ITIL systems do not serve the cloud well as
enterprises migrate into cloud services, resulting in dissatisfaction and restricting the appeal
of cloud commitments. It will subject the enterprise to needless uncertainties without liability
for the implementation of final services and raises significant risks for any IT entity that
migrates to cloud platforms (Al Mourad and Hussain, 2014). As shown in Table 1, different
works developed in the past were focused on the ITIL implementation’s critical success
factors. ITIL provides a comprehensive collection of best practices in enterprises for ITSM,
but there is only minimal academic literature on cloud acceptance of ITIL. Since the scale of
this analysis is too broad, this investigation mainly emphasizes the effect of cloud computing
on the procedures of the ITIL service strategy and the considerations that should be taken
when applying the ITIL service procedures.

3. Background
We introduce the cloud computing and ITIL standard in this section.
Today, cost savings and improved agility are key IT priorities and triggers for cloud
computing adoption (Navimipour et al., 2015). Cloud computing is an increasingly common
way of providing useful business resources that are allowed by IT. Via self-service portals,
consumers and end users connect to the IT resources collection, utilizing and spending for
only those services wherever and whenever they require (Lim et al., 2020). Cloud strategies
offer cost reductions, increased agility, faster time to market, greater openness and enhanced
experience. Cloud computing services can be categorized into three sorts: PaaS (platform as a
service), SaaS (software as a service) and IaaS (infrastructure as a service) (Oussalah et al.,
2014). However, good execution should also discuss entities and procedures (Habibi and
Navimipour, 2016). It soon becomes obvious as a firm implements cloud computing that the
Main factors Service Cloud Return on Service
SMEs perspective and sourcing and investment and management and Different approaches Organizational
Papers and ITIL ITIL ITIL ITIL ITIL for implementing ITIL cultural and ITIL

Tiong et al. (2009) *

Miller et al. (2013) *
Mukwasi and *
Seymour (2015)
Cruz-Hinojosa and *
Gutierrez-de-Mesa
(2016)
Cronholm and Gobel *
(2016)
Suryawan (2017) *
Rubio and Camazon *
(2018)
Note(s): The Star sign “*” indicates which variables have been studied by different studies
1957
Study of the

ITIL
computing on

previous literature
role of cloud

Key factors analyzed in

Table 1.
LHT conventional approach to ITSM systems like ITIL requires to be reviewed (Al Mourad and
40,6 Hussain, 2014). The idea that cloud computing is service-oriented is clear. So, there is an
urgent requirement from vendors who can fulfill client service quality criteria quality of
service (QoS) and realize service-level agreement (SLA) in the cloud computing QoS appraisal
process. In addition, the appraisal mechanism will supply the context for choosing the cloud
computing service and the service measurement criteria from the customer viewpoint (Garg
et al., 2013). ITIL has the best ITSM architecture and guiding principles and is also the most
1958 commonly adopted and recognized ITSM framework in the world (Brewster et al., 2012;
Chang et al., 2017).
To comply with established and structured requirements, several firms have already
adapted their business procedures. ITIL and ISO 27001 are two standards that are sought
after by enterprises. Corporations also begin to certify their business procedures with ITIL
and continue following ISO 27001. The ISO 27001 certification is hard to arrange and retain
for small to medium-sized companies. As part of their everyday life, the IT departments
of these firms frequently do not have the patience to follow standards thoroughly.
By standardizing and matching services and products between themselves and other
businesses and partners, ITIL and ISO 27001 blend seamlessly with companies and help
minimize risk (Bagal et al., 2018; Beckers et al., 2013). ITIL is a set of best practices for ITSM
implementation. For common activities related to IT administration, the standard includes
sample procedures. The standard also offers tools for considering the preparation,
development, promotion and enhancement of IT services to attain market objectives. ITIL
is a faulty standard for the production, formation and maintenance of essential procedures.
ITIL provides standardized definitions and is autonomous of manufacturers or applications.
ITIL supplies a collection of procedures that include specific procedure specifications,
procedure priorities, procedure and task patterns, interfaces for multiple systems, tips for
crucial success factors, recommendations for evaluating key performance metrics and
knowledge of success criteria for executing the procedure (Beckers et al., 2013). In addition,
ITIL helps enterprises provide adequate programs and actively ensure that they achieve
strategic priorities and provide benefits. Within five key publications that incorporate five
service life cycle phases, the ITIL best practices are presently detailed: service design, service
strategy, service operation, service transition and continual service improvement (Figure 1)

Continual
Service
Improvement

Service
r strategy

ITIL

Figure 1.
Service life cycle (Al
Mourad and Continual Service Con
Continual
ntin Service
Hussain, 2014) Improvement Improvement
Imp
mprov
(Al Mourad and Hussain, 2014). Five books compose the ITIL. These books can be Study of the
categorized into three main fields: requirement analysis and initial definition (including the role of cloud
“service strategy” and “service design” books), migration to the production environment
(including the “service transition” book) and operation and improvement in production
computing on
(consisting of “service operation” and “continual service improvement”) (Cardoso et al., 2018). ITIL

4. Methodology 1959
We performed the SLR under the guidelines published by Kitchenham and Charters (2007) to
accomplish the purpose of the investigation. An SLR is “a method of assessing and analyzing
all existing studies associated with a specific research question or subject field or interest
phenomenon” (Kitchenham, 2004b). Primary articles are pointed to as the academic
investigations outlined in the review, although the review itself is a secondary analysis. In
providing new ideas or determining where a topic might be explained by further primary
research, the collection of information by secondary studies may be quite useful. A systemic
analysis includes several different operations, divided into three main stages: planning,
performing the review and reporting it. The overall ten-stage review procedure is shown in
Figure 2 (Brereton et al., 2007). In order to make a detailed assessment of the SLR, we tried to
pass via the planning, performing and reporting phases of the assessment in iterations. Below
is the documentation of the measures in the SLR procedure.
(1) The study concerns that this thesis answers are:

RQ1. How much activity has there been for SLR?

RQ2. What topics of study are being resolved?
RQ3. What are the restrictions of the existing study?
RQ4. What are the future works of current research?

Figure 2.
Systematic literature
review procedure
(Brereton et al., 2007)
LHT The number of SLRs released each year, the journals/conferences that published them and
40,6 whether or not they cited the EBSE papers (Dyba et al., 2005; Kitchenham et al., 2004) or
Guidelines paper (Kitchenham, 2004a; Kitchenham et al., 2009) were defined to answer RQ1.
Regarding RQ2, in the ITIL research topic, we considered the research and the cloud scale.
With respect to RQ3, individual investigators, the institution with which investigators were
associated and the country in which the organization is based were considered. We looked at
a range of problems and potential studies about the drawbacks of SLRs (RQ3 and RQ4).
1960 Experimental outcomes must be reported by investigations to be included in this SLR,
which may be articles on case studies, new technologies for cloud platforms and ITIL. They
should be peer-reviewed and published in English. As there is a risk for Google Scholar to
return lower-grade documents, all findings from Google Scholar will be reviewed for
compliance with these requirements. This SLR would contain only the latest edition of a
sample. Table 2 displays the main exclusion and inclusion parameters.
Investigators profited mainly from nine publication databases (CiteSeer, Springer, ACM,
IGI, Taylor Francis, Emerald Insight, IEEE, Wiley and Elsevier) and Google Academic to
include relevant publications in cloud computing and ITIL in business and academic field to
conduct this extensive review. In order to add on similar issues, other certain literature
published on the Internet is also examined. In order to produce a shared concept well
understood by both research and functional audiences, these literature surveys seek to
illustrate the core facets of cloud computing. This research is carried out by first looking for
the words “cloud computing and ITIL.” The associated words are then looked for, as the
Internet of Things (IoT) and so on. To ensure the comprehensiveness and efficiency of the
analysis process, the top 100 headings, abstracts and main terms for each definition have
been separately evaluated. A list that contains the keywords, as indicated in Table 3, is
created after an initial review of the literature. To identify the relevant literature, these
keywords are utilized.
There were 35 reviewed papers on the chosen sites from the initial keyword searches
(cloud computing and ITIL). After eliminating redundant ones, it was lowered to 23.
The articles left for reading were nine after reviewing the papers under the exclusion/
inclusion criteria. With the inclusion/exclusion criteria being reapplied, six articles were read
in whole, and 20 papers remained. Additional one and three investigations were found by
backward and forward snowballing, providing a final figure for the articles to be included as
13 in this SLR.
An evaluation of the quality of primary investigations was carried out in compliance with
the guidelines provided by Kitchenham and Charters (2007). It made it easier to determine the
importance of the articles to the intent of the study, taking into account some indicators of
research bias and the quality of the empirical data. The evaluation procedure relied on the
procedure utilized by Hosseini et al. (2017). To verify their efficacy, the randomly chosen
articles were subjected to the following content evaluation procedure.
The articles that had passed the content review were then removed from their data to
determine the thoroughness of the data in order to verify the precise recording of the

Inclusion criteria Exclusion criteria

Data about cloud computing and ITIL must be addressed in The title, abstract and keywords are in
Table 2. the report English, but not the full-text
Exclusion and Information about cloud computing and ITIL should be Gray literature, including blogs and official
inclusion criteria for included in the document reports
the primary A peer-reviewed product published in a conference The full-text of the paper is not available for
investigations proceeding journal must be the article the assessment
Key words Publisher Number of publication reviewed
Study of the
role of cloud
ITIL Elsevier 16 computing on
Springer 110
Emerald Insight 5 ITIL
Taylor francis 10
ACM 8
CiteSeer 26 1961
IGI 24
IEEE 119
Wiley 10
Cloud computing, cloud systems Elsevier 1,190
Springer 4,080
Emerald Insight 119
Taylor francis 210
ACM 541
CiteSeer 1,290
IGI 758
IEEE 8,310
Wiley 504
ITIL and cloud computing Elsevier 0
Springer 5
Emerald Insight 0
Taylor francis 0
ACM 1
CiteSeer 1
IGI 0
Wiley 0
IEEE 2 Table 3.
Other publications 26 The list of key terms

information found in the articles. Before being extended to include the entire range of
analyses that have passed the quality evaluation period, the data extraction technique was
attempted on original studies. The data was analyzed, sorted and then processed in a
spreadsheet from each sample. The classifications given for the data are shown below:
Context data: Information about the survey’s objective.
Qualitative data: Conclusions and findings supplied by the writers.
Quantitative data: Data observed through experiments and study as applied to the
sample.
Figure 3 indicates the papers chosen at each point of the procedure and the rate of attrition
of papers obtained from each platform’s initial keyword searches to the final list of primary
experiments.
Finally, Figure 4 provides a rundown of the publishing of 35 articles and the publication
year. The special interest group on the cloud published the high portion in ITIL studies, with
fewer articles hitting the most prominent journal publications. As can be seen from Figure 4,
most of the articles were published in Springer and IEEE in 2014.

5. Related work
Sequentially, the literature review discussed in this section represents the significant topics
related to cloud systems and ITIL. It starts with analyzing cloud systems and ITIL and the
associated principles of high effect history research. Comprehension of this history literature
LHT
40,6

1962

Figure 3.
Attrition of papers
through processing

Figure 4.
The articles published
by journal and year

applies to the important literature analysis of ITIL cloud systems. It is described as a possible
way to address the challenges of SM. Several pieces of literature allow one to have a clearer
comprehension of globally renowned IT outsourcing service provider products and relevant
ITIL-based methodologies: such as the ITPM (Intelligent Thyristor Power Module) model in
IBM (International Business Machine) (Kadleck, 2002), the ITSM model in HP (Hewlett
Packard) (Kadleck, 2002), the MOF (Microsoft Operations Framework) model in Microsoft
(Kelkar et al., 2017), the BSM (Business SM) model in BMC (British Motor Corporation)
(Zhan and Zhang, 2014). In this section, we review the selected articles in the previous section.
We have categorized and discussed the articles into two groups (see Figure 5).
5.1 Cloud service providers Study of the
With quick cloud computing growth, more corporations will outsource their confidential data role of cloud
for cloud sharing. A natural way to maintain the shared data private against unreliable and
insecure cloud service suppliers is to save only the encrypted ones in a cloud (Dehghani et al.,
computing on
2021; Wang et al., 2011). So, for several industries, cloud computing is valuable; It decreases ITIL
expenses and encourages them to concentrate on competence rather than IT and
infrastructure problems (Chiregi and Navimipour, 2018). The cloud service provider can
screen, maintain and collect firewall information, detect an intrusion or/and counteractive 1963
action mechanisms and stream information throughout the network (Kumar, 2019). Cloud
computing, however, has proved to have some restrictions and drawbacks, notably for
smaller business activities, especially concerning downtime and security (Souri et al., 2020).
For example, in servicing their users, technological outages are unavoidable and often occur
as cloud service suppliers become overwhelmed. It may lead to the temporary suspension of
business. After an interruption, subscribers cannot access their cloud servers, apps or data
since the networks of this technology depend on the Internet (Sommer and Subramanian,
2013). In the continuation of this section, we will review the articles related to cloud service
providers.
Adade (2012) has explored “what are the attributes of an efficient ITIL training course to
help instructors prepare learners to pass the qualification test and utilize their new experience
to apply ITIL in the workplace?” He discussed the survey issue with 15 graduates of the ITIL
qualification course utilizing a semistructured interview process. His study provided
perspectives on best practices for teaching ITIL to adult learners in the IT area from those
ITIL course attendees. Effective instruction has been explored by the awareness and past
perceptions of course learners. An interpretation of the effects leads to discovering four main
groups and seven similar concepts consistent with adult learning theory. From the viewpoint
of those consulted, each classification and its associated theme(s) gave an overview into
different aspects of the program and teaching IT experts. The outcomes have demonstrated
that the degree to which teachers are aware of and remain responsive to learner expectations
is an overarching factor in assessing success in teaching adult learners. Maybe not
individually, but definitely, as a collective with identifiable features that indicate certain
shared learner characteristics, successful trainers know their learners; and they put students’
expertise at the core of the design and execution of the course.
Beckers et al. (2013) have used a cloud service supplier as a running instance and compare
ITIL procedures to ISO 27001 procedures. They also defined which elements of the two
standards can be best applied. They also recommended mapping ITIL and ISO27001, which
makes the qualification procedure comprehensible and assists them. They also demonstrated
how to train for both assessments and recertification. So, to master this method, they have
offered a mixture of technological and organizational methods. Their cloud analysis pattern
is the foundation for the cloud-based high-availability video conferencing approach. It has
offered these principal profits: A standardized approach for mapping ITIL action items with

Figure 5.
Classification of the
selected articles
LHT action items from ISO 27001; systematic recognition of specific items of operation and
40,6 determination of their enforcement processes; enhancing the outcomes of market procedures
by incorporating advantages to the mapping of standards; the reuse of ITIL and ISO 27001
standardized procedures to facilitate market operations in order to conform with applicable
legislation and regulatory standards.
As part of the ITIL maturity strategy, Miller et al. (2013) have set up a roadmap for the first
stage of ITIL deployment for enterprises entering these emerging forms of service sourcing.
1964 As part of their 3–5-year IT strategic plan, they have supplied IT and corporate leaders with a
methodical strategy to ITIL delivery that promotes a transformation strategy to a private
cloud procurement platform. An SLR with perspectives from ITIL professionals and market
surveys was the early step of their study. A proven plan for ITIL deployment that will assure
long-term achievement for those wanting to utilize private cloud sourcing was the most
important conclusion.
Karkoskova and Feuerlicht (2014) defined their early proposal to adapt the ITIL system
for handling the cloud-based service life cycle. Taking the cloud market viewpoint, they have
redefined ITIL procedures to represent cloud service users’ requirements for the different life
cycle stages. They also indicated that ITIL application life cycle phases can be mapped to
both cloud and on-premise IT services and that ITIL can be modified to integrate cloud
services. A redesign of ITIL procedures and the introduction of ITIL concepts to the execution
and operation of cloud systems are the products of ITIL adaptation for cloud environments.
Al Mourad and Hussain (2014) concentrated on the ITIL service strategy approach and the
influence of cloud computing on the execution of its subprocesses. In order to recommend
ITIL enrichment as cloud computing is introduced, four case reports from companies that
have either partially implemented or are preparing to employ cloud computing have been
consulted. They observed that ITIL service strategy priorities could not be altered by cloud
computing, and the ITIL service strategy procedures can be updated in the light of the debate
mentioned above. Carrying out a cautious service plan would minimize the likelihood of
opening the enterprise to needless uncertainties without responsibility for implementing end
services and poses significant risks to any IT entity that migrates to cloud solutions.
Chang et al. (2017) also utilized ITIL as the basis for implementing a mechanism to
determine cloud computing services’ efficiency. Their research verified 44 calculation
products of the cloud computing service via the literature review and Delphi expert survey.
Ultimately, by utilizing the analytic hierarchy process approach to calculate the weights of
various cloud computing systems in diverse modules, procedures and items, the suggested
assessment method has been tested. The results presented a metric of measurement for cloud
computing suppliers to measure service efficiency while maintaining consumer demand
loyalty and enhancing cloud computing service. They can also be a standard in discovering
and adopting cloud computing suppliers for cloud computing service customers.
Cardoso et al. (2018) have proposed the utilization of ITIL to control, cover and implement
the activities. On the one hand, they researched how ITIL could benefit the transfer to cloud
computing of services, apps and data. On the other hand, they addressed how these
procedures help individuals develop their knowledge-accessibility skills. A system to assist
companies with the process of migrating IT resources to the cloud computing has
been established to verify the mapping between ITIL and migration to cloud computing.
The framework was verified by collecting the perspective of an expert committee with real-
life execution, a case study and interviews with stakeholders – that is, consumers who had, in
some way, been interested in the execution of the project. The investigation shows how each
ITIL mechanism is linked to the suggested framework. The framework procedures could
indeed be mapped to the ITIL groups recognized. Accordingly, in the ITIL demands analysis
and initial definition category, the system procedures that define a strategy, identify and
understand can be recognized. In the migration to production category, the defining,
analyzing and mapping phase may also be identified. Ultimately, the mechanism migrates Study of the
and governs the system that could be mapped in the operation and improvement in role of cloud
production group of ITIL. They found that it is possible to apply ITIL to facilitate the transfer
of IT services to cloud computing. Albeit, it does not suggest that any company that wants to
computing on
move resources to cloud computing must first execute the good practices of the entire ITIL. ITIL
Mahalle et al. (2018) checked out the risk resulting from change and incident management
procedures leading to emergency improvements to the configuration of the cloud system.
They addressed measures to reduce risks in order to offer more transparency and 1965
accountability to suppliers of cloud services. They find that it is significantly easier for cloud
service suppliers to handle and repair the recorded accidents with ITIL protocols in place.
Albeit, with helpdesk not able to allocate accurate priority to incidents, the absence of
professional training for cloud service supplier workers, lack of knowledge to measure the
probability and effect of transition, not able to converse about the transition with all relevant
stakeholders, the necessity to complete the transition within a span of time, the reluctance of
workers to make improvements to the information system after working hours and use of
authority for wrong objectives by the cloud service manager to allow and authorize
emergency changes continues to add risk to cloud architecture infrastructure. In contracts
signed with cloud service providers to identify SLAs, penalties and the minimum level of
knowledge needed by cloud service provider employees, the contingency measures defined to
manage emergency changes can be implemented.
The most important factors are illustrated in Table 4. As it is evident, the topics covered in
cloud service providers are effectiveness, availability, long-term success, cloud services
management, responsiveness, complexity, the satisfaction of the user and improved service
quality.

5.2 Cloud servers providers

The convergence of cloud servers and embedded devices makes cloud computing and IoT
broadly available in several enterprises and government industries (Kalra and Sood, 2015). In
the form of low-cost temporary servers, cloud vendors have started selling their surplus
space, which can be revoked arbitrarily at any time. Although the low expense of transient
servers makes them desirable for an extended app range, such as data processing and
scientific computing, server revocation failures can seriously degrade application
performance (Sharma et al., 2017). Outsourcing data to cloud storage, while increasing the
proliferation of resources and decreasing customers’ data processing responsibility,
eventually introduces new problems such as data protection, since the server might be
truthful but curious (Chai and Gong, 2012). On the other hand, cloud server load balancing is
an evolving problem to satisfy increasingly challenging criteria (e.g. latency, data rates,
service quality) of 5G network implementations with the continuous heterogeneity,
expansion and ever-growing request for services (Abdelltif et al., 2018). For example, since
data can be saved on major cloud servers from several enterprises, hackers can potentially
take control of large information stores with a single attack, a method he called “hyper
jacking” (Salcedo, 2014). Some profits of cloud server providers are shown in Figure 6. In the
continuation of this section, we will review the articles related to cloud server providers.
By addressing the significance of following a proper system such as the ITIL security
management mechanism, Shah et al. (2011) concentrated on finding solutions to security
problems in the cloud. In order to ensure the efficiency of the security management
mechanism, which involves supervision, preparation, execution, assessment and
maintenance, certain activities must be carried out. They also noticed that SLA is the
primary input for ITIL security management, and the service quality relies mainly on it. Some
strategies for successful SLA utilization have been proposed, and information security
 40,6
LHT

1966

Table 4.

in the previous

service providers
literature in cloud
Key factors examined
Long term Management of Satisfaction of Improve
Papers Effectiveness Availability success cloud services Responsiveness Complexity the user service quality

Adade (2012) Yes No No No No No No No

Beckers et al. (2013) No Yes No No No No No No
Miller et al. (2013) No No Yes No No No No No
Karkoskova and No No No Yes No No No No
Feuerlicht (2014)
Al Mourad and No No No No Yes Yes No No
Hussain (2014)
Chang et al. (2017) No No No No No No Yes No
Cardoso et al. (2018) No No No No No No No Yes
Mahalle et al. (2018) No No No Yes No No No No
protocols utilizing ITIL in the cloud have been established. It will reduce security risks and Study of the
enhance the utilization of cloud computing, which would boost the firm’s revenue in exchange role of cloud
for its use.
Stanley (2014) examined a case study to implement an ITIL-based SM system practically
computing on
by international business machines. This service has been delivered as a SaaS-based solution, ITIL
marketed to customers based on international business machines hosting the software and
hardware to undertake the entire business process outsourcing for the core ITIL transactions.
The customer is able to select a model whereby their staff undertakes the transactional 1967
processing. They analyzed the execution as it actually stands for the clients from the common
interaction with ITIL, cloud computing and consumer specification experience at this point.
The Asia Pacific international business machine SM shared hub has generally been a prosper
execution regarding migrating an available client base from an incumbent obsolete system of
similar base scope into a modern supported platform, that is, in technical migration terms.
Zhan and Zhang (2014) realized the integrated maintenance and operation services that
are distinguished by overall, standard, detailed and automatic reporting. Their study aims to
supply an integrated approach to thoroughly increase IT management level and standardize
the management of the IT environment. They have illustrated the mechanism and
consequences of research. By combining experiments and implementations, the device
applies manual tests. This framework also checks the functions of the system by interface
testing, practical checking and threshold testing, analyzes the initial system’s defects and
evaluates and improves it. Testing and implementation findings have demonstrated that the
device will satisfy the requirements of the organization. For the “comprehensive, integrated,
standard and automation control” of the bank, the system execution deploys the entire
operation and maintenance services. They have obtained the following results. In order to
carry out the rigorous operation and maintenance control, a management structure of asset
and operation and maintenance procedure services must be developed. Diverse statistical
types should be given, and the effects of the tracking and statistical material of the integrated
framework should be thoroughly and explicitly displayed in graphs. Ultimately, the general
operation and controlling maintenance system are built to radically enhance the IT
management stage and standardize IT environmental management. In addition, it is also
possible to optimize the benefit and financial gains resulting from the contribution of IT
services.
Zhang (2016) deployed an updated ITIL model based on real experiences in scientific
study institutions and role-based access management theory. The model has attained good
outcomes as utilized in science study institutions, cloud data center service and maintenance
management and offers innovative concepts to increase the quality of knowledge creation in
scientific study institutions. Some units have been designed to develop data centers focused

Figure 6.
The benefits of the
cloud server providers
LHT on big data and cloud computing technologies to address the actual requirements of scientific
40,6 research organizations for structured data. Scientific and efficient operation and maintenance
management are required to make good utilization of its economic advantages. The
suggested enhanced ITIL model, the architecture and application of scientific research
institutions in the operation of cloud data centers and the maintenance management system
and mechanism are important ways of supporting the scientific research capability of
scientific research institutions, contributing to ITIL’s active experience in the area of ITSM.
1968 Karkoskova (2018) defined the model of cloud computing management that was
suggested as an evolution of ITIL procedures with particular modifications from the
viewpoint of cloud service users to address cloud SM. He described a cloud consumer-side
application life cycle framework named a model of cloud computing management.
The management paradigm for cloud computing has been formed as an extension and
improvement to the ITIL paradigm. Any steps of the suggested life cycle of cloud providers
and their operations relate to ITIL procedures. Still, their scope has been redefined to be more
relevant for the cloud computing setting. Concerning scientific literature and practical
knowledge obtained throughout the case study, a new collection of cloud computing
management procedures was suggested. The suggested management of cloud computing
also acts as an expansion of the system for business informatics management (MBI), which
has been designed to aid companies in the Czech Republic in handling their business
informatics. They also demonstrated that there is no commonly agreed management
framework designed for users of cloud providers to handle IT settings where third-party
cloud services are used to facilitate business procedures. None of the commonly recognized
mechanisms for IT management thoroughly represents the aspects of cloud services.
The most important factors are illustrated in Table 5. As it is evident, the topics covered in
cloud server providers are system functions, access control, services management, security
management and improvement of service quality. As it turns out, this area is more focused on
SM and quality improvement.

6. Results and discussion

The implementation of ITIL principles gives firms a methodology for handling IT programs,
but ITIL focuses mainly on on-premise strategies where resources are exchanged within a
single institution (Karkoskova and Feuerlicht, 2014). Applying ITIL to cloud operations is
similar to an expression problem where the core key areas remain the same. A few additional
items need to be configured in the Configuration Management Database (CMDB) with the
cloud coming in. The overall life cycle for managing these items remains the same, and hence
is no major change in the ITILSM. The approach used to manage a hybrid environment can
be applied across any new environment, which comes in the future (Gohil et al., 2011). ITIL
provides a standardized framework supported by best practices to offer any IT service,
including information security. If appropriately followed, the ITIL security management

System Access Services Security Improve service

Papers functions control management management quality

Shah et al. (2011) No No No Yes Yes

Stanley (2014) No No Yes No Yes
Table 5. Zhan and Zhang Yes No Yes No No
Key factors examined (2014)
in the previous Zhang (2016) No Yes Yes No No
literature in cloud Karkoskova No No Yes No Yes
server providers (2018)
procedure may have a clearer justification for information security as it can handle both the Study of the
shift and expense factors of cloud security risks. According to ITIL guidelines, the IaaS cloud role of cloud
layer is the basis for the cloud system and security operations, so it is important to improve
the IaaS model. SLA is the key input for ITIL security management, and the service quality
computing on
relies primarily on it (Shah et al., 2011; Yuan et al., 2020). ITIL
Companies that use ITIL provide an appreciation of services. However, traditional
(noncloud) ITIL is usually not designed for the higher speed, the number of adjustments and
approach to supplier management demanded by the cloud. ITIL is also optimized to 1969
maximize the availability of modules and systems, but instead of product availability, ITIL
for the cloud needs service reliability (Nejad et al., 2019). For ITIL systems and the companies
that control them, it is a big change.
When enterprises migrate to cloud services, several IT leaders learn that their current
ITIL systems do not serve the cloud well, leading to confusion and restricting the promises of
value cloud. However, ITIL can well support cloud activities. The same ITIL procedures are
going to work, and you need to tune them. ITIL procedures must adapt to the use of ITIL with
the cloud. In doing so, corporations would be able to benefit from the improved resilience of
the business, creativity and sales growth that the cloud will bring.
ITIL plays an important role in cloud performance since cloud computing is service
delivery. In terms of mass acceptance, ITIL is a dynamic system. While achievements are
widely publicized, certain shortcomings hinder and blur their promise. More complexity is
introduced by cloud computing. ITIL practices must respond to the decreased times and
improvements needed to concentrate cloud efforts. ITIL is a tool for ITSM that offers advice
on IT services and examples of best practices (Chang et al., 2017). External vendors do much
of the job with the cloud, so teams of cloud managers must move to handle services and
service suppliers. To decide whether your teams are at the appropriate level of capacity,
evaluate the current ITIL execution. When evaluating skills, consider the following:
(1) The level of service and provider management is moving from “nice to have” to
“absolutely must have.”
(2) Capacity management takes a completely different sense, moving from part (long
lead time) to service (near real time). It is also a vital success driver for the cloud to
eliminate unnecessary resources and not a task that conventional IT teams are
specialized in executing.
(3) Since the cloud provider hides the underlying IT architecture, case management and
investigating are important. The source of monitoring would be consumer purchases
(synthetic or live).
(4) Incident and issue management changes from heading inquiries and troubleshooting
to knowledge processing and status contact.
(5) Strategy moves from “build or buy” to “rent,” and particular consideration is required
to optimize profits for the service portfolio.
It should be recalled that the proliferation of cloud-based applications would not alter the
basics of systems such as ITIL or ITSM. They need to obtain consistent goods and services
that are fit for function, fit for use and compatible with the company’s strategic priorities and
requirements.
Some studies that we systematically reviewed in this study had suggestions for future
research that are as follows:
(1) The monitoring of security and privacy problems within the framework of ITIL will
be involved in future work.
LHT (2) The legislative framework should be discussed in more depth regarding both the
40,6 cloud vendor and the client side (Beckers et al., 2013).
(3) In order to ensure the thorough operation and maintenance control, the management
structure of asset and operation and maintenance process resources should be created
(Zhan and Zhang, 2014).
(4) Future work will concentrate on a more precise description of service interfaces for
1970 cloud users and cloud providers and create comprehensive process requirements for
the different life cycle stages (Karkoskova and Feuerlicht, 2014).
(5) To minimize the risk and keep the information infrastructure safe and open, the
potential aim of this work could be to proactively categorize high-intensity events
depending on the banking market area affected, handle workers at the end of cloud
service suppliers and identify key stakeholders to talk about the transition (Mahalle
et al., 2018; Liu et al., 2020).

6.1 Implication
Regularly evaluate your corporate maturity and personnel capacity. To understand ITIL
advantages, standardized and reliable process implementation is key, so it is important to
control personnel resources to ensure learning and transfer of information. In minutes and
several times a day, development quality assurance teams choose to provide and customize
platforms themselves. For new channels, the popular “sixteen to eighteen weeks” clearly is
not an option. Provisioning, execution of orders and conventional ops must shift. Traditional
functions will go away in certain situations or shift to dev.
Now launch the cloud ITIL project by creating a committee chartered in the business sense
and recording resources. Next, analyze business demands or industry strategies to learn how
optimizing IT services can maximize desirable cloud business results. Create plans for ITIL
process optimization justified by anticipated market benefit from cloud computing.
Having ITIL to cover the whole procedure adds profits such as the following:
Providing a common language between the user and the supplier of cloud services (in the
process of enhancing data usability, through a transparent and direct relationship);
(1) Enhancing assistance and IT discipline in the decision-making procedure. Due to
greater usability and data accessibility, consumers indirectly develop their
knowledge skills;
(2) Ultimately, decreasing the learning procedure is a direct consequence of enhancing
the system’s data access and the development of user expertise (Cardoso et al., 2018).
Finally, we summarize the benefits of cloud computing in general in Figure 7.

7. Conclusion and limitation

We thoroughly reviewed academic articles on the application of cloud computing to ITIL in
this literature review. In many aspects, this paper leads to research. First, scholars should
make sure that a systematic analysis is required before conducting an SLR. In particular, any
current systematic analysis of the phenomena of concern against relevant assessment criteria
should be established and reviewed by investigators. For this purpose, the analysis must be
straightforward and replicable to be reported in adequate depth so that readers can check the
quest’s completeness. We have recognized 35 important contributions, providing a
comprehensive view of the studies in this field: 16 papers in JCR-recognized journals, 34
conference proceedings and 1 chapter of a book. Among these articles, 20 articles were
 Study of the
role of cloud
computing on
ITIL

1971

Figure 7.
The benefits of cloud
computing for ITIL

systematically selected, of which 7 review articles were analyzed in the introduction section
and 13 research articles were analyzed in Section 3. The contributions have been formally
classified, which gives the status of this new area of study and will ease the search for related
studies by researchers.
Second, our systematic review findings are a tremendous support for SM but do not
include any assistance or implementation guidance on any procedures or best practices.
It was also evident that most of the publications illustrate evidence via case studies that
support their suggested mechanisms relevant to ITIL that gives the validity of the procedures
within the study scope.
In our investigation, the analysis and the study procedure is depended on methodological
suggestions prescribed in the literature. However, the choice of keywords, inclusion and
exclusion criteria, sources and period are depended on our own judgment; we are sure that we
have been able to identify the relevant contributions. The validation of the results also shows
that the rigor of the articles is not relevant, concluding that researchers should be more
meticulous about the reporting of their methods and the context. Also, they are not providing
justification for the research design.
The result showed that cloud computing is changing how organizations utilize IT
resources and affects the role of enterprise architecture, emphasizing ITSM. Service can
realize the value of the enterprise. Through cloud computing service, enterprises can reduce
information service construction costs, thus focusing on their core business to improve
efficiency and competitiveness. Adopting cloud computing is a serious business decision.
ITSM frameworks such as ITIL are essential and play a critical role in managing cloud
computing. Although ITIL has been around for almost 20 years, it must be reframed and
consider the context of cloud computing. On the other hand, the results revealed that there is
little research on the application of cloud systems with ITIL, being the subject that most
interests us; despite the fact that ITIL provides businesses with a high-level guide for the
management of their IT services, regardless of their size, firms cannot introduce cloud
systems in ITIL easily due to its complexity, cost and risk. However, it can also be due to the
shortage of technical talent and insufficient financial resources. In this sense, we suggest the
need for further research on this topic, focusing on limitations, by adopting a broader
approach to the investigation design.
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Corresponding author
Daojun Zhong can be contacted at: tibbers805@qq.com

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