Information technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed.

In today's dynamic environment, IT departments are critical to organizational success, supporting business units through IT services managed with frameworks like ITIL. IT is occasionally seen as an impediment due to bureaucratic ITIL processes, causing a delay to the quick adaptation to market changes. The DevOps culture was introduced to increase the collaboration between development and operations teams, promoting high-quality software delivery while guaranteeing the system stability. This research explores integrating DevOps within an ITIL-based environment, focusing on the impact on Incident, Problem, and Change Management processes. Case studies show that DevOps improves communication, feedback, and automation, significantly enhancing Incident and Problem Management. In contrast, automation is the key to optimising Change Management, reducing errors, and boosting delivery quality.