The accelerating digitalisation of enterprise operations has placed cloud-native service orchestration platforms at the centre of contemporary organisational strategy. This survey examines a leading Platform-as-a-Service solution whose modular suite consolidates incident, problem, change, configuration, request, knowledge, and service-level processes within a single cloud-hosted environment. Through a thematically structured synthesis of peer-reviewed scholarship, technical reports, and empirical case evidence published up to 2023, the review traces the evolution of enterprise service management from fragmented, siloed toolsets into integrated ecosystems capable of supporting end-to-end digital workflows. The analysis covers architectural foundations, process lifecycle coverage, configuration-management visibility, reporting and analytics, knowledge and self-service delivery, embedded artificial-intelligence and chatbot capabilities, robotic process automation, and governance, security, and compliance mechanisms. Attention is given to implementation maturity, critical success factors, and organisational readiness across developed and developing economies, with specific consideration of African and Nigerian adoption contexts. The synthesis reveals that cloud-based service orchestration platforms deliver measurable gains in process standardisation, mean-time-to-resolve, change success rates, and service-level compliance when anchored in disciplined configuration-management practices, strong sponsorship, and mature process design. Nevertheless, persistent barriers remain, including customisation debt, integration complexity with legacy systems, skills scarcity, governance overhead, and regulatory heterogeneity across jurisdictions. The review also highlights the transformative influence of embedded artificial-intelligence capabilities and low-code development on emerging operating models, as well as the importance of aligning platform deployment with business value creation rather than tool-centric automation. Findings contribute to academic debate and practitioner guidance by consolidating dispersed evidence into a coherent reference framework for scholars, technology leaders, and policy architects.