Abstract
Studies on ITIL (Information Technology Infrastructure Library) are distributed in a dispersed way in the literature, making
it difficult to get a general overview on the subject. This article aims to establish a mapping of the scientific literature on the
implementation of ITIL, published in major specialized journals and disseminated in the national and international literature.
The resulted search, using the Scopus base with the ITIL keyword and limited to articles published in the last five years,
produced 101 articles. After applying the webibliomining method, thirteen articles were selected using the class A items
according to the ABC rating, in addition to two articles selected from the JISTEM Journal and one article from the
Production Management Journal. It is clear that ITIL is considered to be the market's most popular model and contributes to
improve organizational processes, bringing better results and quality to organizations.