PENERAPAN FRAMEWORK ITIL DALAM MANAJEMEN LAYANAN TI PADA PLATFORM E-COMMERCE: LITERATURE REVIEW

Anisya RahmaNia; Aissah  Meilia; Dwi  Aprilia; Eriene Dheanda  Absharina

doi:10.37859/seis.v6i2.11517

Authors

Anisya RahmaNia Fakultas Sains dan Teknologi, Universitas Islam Negeri Raden Fatah
Aissah Meilia Fakultas Sains dan Teknologi, Universitas Islam Negeri Raden Fatah
Dwi Aprilia Fakultas Sains dan Teknologi, Universitas Islam Negeri Raden Fatah
Eriene Dheanda Absharina Institut Teknologi dan Sains Nahdlatul Ulama Sriwijaya Sumatera Selatan

DOI:

https://doi.org/10.37859/seis.v6i2.11517

Keywords: Literature Review, ITIL, IT Service Management, E-commerce

Abstract

The rapid growth of e-commerce has increased the need for effective information technology (IT) service management to ensure service availability, responsiveness, and user satisfaction. One of the widely adopted frameworks for managing IT services is the Information Technology Infrastructure Library (ITIL). This study aims to analyze the implementation of the ITIL framework in IT service management within e-commerce platforms through a literature review approach. The literature was collected from Google Scholar using keywords related to ITIL, IT Service Management (ITSM), and e-commerce. The selected studies were published between 2020 and 2025, available in full-text format, and sourced from scientific journals and conference proceedings. An initial search identified 30 articles, of which 7 met the inclusion criteria and were selected for further analysis. The findings indicate that ITIL V3 remains the most frequently adopted framework, while the use of ITIL V4 is still limited. Service Operation was identified as the most commonly applied domain, particularly in Incident Management, Problem Management, Request Fulfillment, and Access Management. Furthermore, most e-commerce platforms were found to operate at the Defined and Managed maturity levels. Common challenges reported across the studies include inadequate service monitoring, delayed incident resolution, system disruptions, limited service integration, and gaps in service availability and information security. Overall, the findings suggest that ITIL contributes to a more structured, measurable, and service-oriented approach to IT service management in e-commerce environments.

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