A Comprehensive Review of ITIL Frameworks for Managing Large-Scale Retail Cloud Operations and Challenges

Authors

  • Suresh Gangula

DOI:

https://doi.org/10.58425/ijea.v2i2.433

Keywords:

ITIL, DevOps, Retail Cloud Operations, IT Service Management (ITSM), Multi-Cloud Management, AIOps, ITIL 4, Cloud Governance, Agile Compliance

Abstract

Aim: Cloud retail companies today require high availability, scalability, and compliance in order to provide smooth service delivery and enhanced customer experience. Although previous work, such as recent literature reviews of the confluence of AI-DevOps for predictive maintenance, has claimed promising progress in automation and resiliency, issues such as data quality problems, model drift, integration complexity, and standardization gaps remain. The purpose of this study is to critically assess the use of ITIL frameworks in governing large-scale retail cloud operations by evaluating whether ITIL frameworks enable service reliability, scalability, and compliance.

Methods: In order to accomplish this, we used a systematic literature review method by analyzing and synthesizing forty publications that agreed to peer review and were published from 2018 to 2024, to uncover common themes, benefits, and disadvantages in ITIL-based frameworks used in cloud governance.

Results: The findings indicate that the adoption of ITIL frameworks supports substantively improved efficiency in change and incident management, grows operational transparency, and strengthens compliance alignment across hybrid and multi-cloud retail infrastructures. Conversely, there are challenges related to the more static and rigid structuring of ITIL frameworks, integrated AI-DevOps workflows, and adapting ITIL frameworks to incorporate dynamic, cloud-native contingencies. Integrative autonomous technology is forecasted to establish leaner and resilient governance with more consistency.

Conclusion: We report that integrating ITIL 4 principles with tech-enabled approaches, such as DevOps, AIOps, or self-healing systems, will lead to improved agility, resilience, and consistency in governance.

Recommendation: Future studies and industry are recommended to adopt the concepts advanced by adaptive ITIL models while ensuring to draw from AI-based predictive analytics and continuous improvement loops, as options to a governing decision support framework that suits the increasingly disruptive features of digital retail ecology.

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Published

2025-11-06

How to Cite

Gangula, S. (2025). A Comprehensive Review of ITIL Frameworks for Managing Large-Scale Retail Cloud Operations and Challenges. International Journal of Engineering and Architecture, 2(2), 18–34. https://doi.org/10.58425/ijea.v2i2.433

Issue

Vol. 2 No. 2 (2025): Vol 2 Issue 2

Section

Articles

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Copyright (c) 2025 Suresh Gangula

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