A Maturity Model for Implementing ITIL v3

Rúben Filipe de Sousa

Key information

Authors:

Rúben Filipe de Sousa (Rúben Filipe de Sousa Pereira)

Supervisors:

Miguel Leitão Bignolas Mira da Silva (Miguel Mira da Silva)

Published in

07/23/2010

Abstract

Information Technology Infrastructure Library (ITIL) is the most popular ?best practices? framework for managing Information Technology (IT) services. However, implementing ITIL is not only very difficult but also there are no best practices for implementing ITIL. As a result, ITIL implementations are usually long, expensive, and risky. This thesis proposes a maturity model to assess an ITIL implementation and provide a roadmap for improvement based on priorities, dependencies and guidelines. Then it is demonstrate a practical application of the proposed model with a questionnaire to assess the Incident Management and Configuration Management processes as well as the Service Desk Function. We also evaluated the questionnaires in 17 assessments in seven Portuguese organizations and then implemented a prototype to support the assessments.