In the current digital ecosystem, where competition among e-Business platforms is becoming increasingly intense, customer experience has become a strategic differentiator. This study aimed to analyze how IT service management influences customer experience within e-Business platforms, identifying operational and technological factors that affect this relationship. A systematic review was conducted based on the PRISMA methodology, complemented by a scientometric analysis, covering publications from 2020 to 2025. The search was carried out in the Scopus, IEEE Xplore, ScienceDirect, SciELO, and Google Scholar databases, using combinations of key terms with Boolean operators. After applying inclusion, exclusion, and quality criteria, 20 relevant documents were selected. The results show that low personalization, limited meaningful interaction, fragmented implementation of IT frameworks, and ...