IT Service Management Diagnosis at Grefusa Group and ITIL Implementation Proposal

We describe a project where the IT management processes of a multi-national organization were diagnosed and a roadmap for a staged ITIL implementation was defined. First, with the help of the CIO, an OGC questionnaire was used for the selfassessment of the maturity of the existing IT services. Then, using these results as a baseline, an improvement plan was defined, assigning different priorities to the evolution of different ITIL practices according to the current performance, relevance for the business goals of the company, and possible dependencies from other practices. Care was also taken to ensure quick-wins and the collection of metrics to sustain project momentum. The outcome of the project was of great value to the specific organization where it was carried out, but can also be useful to other companies facing the same concerns, namely by acting as an exemplar and by way of the lessons that were learned and are discussed.