Using A Maturity Model for ITIL v3 in Practice
نویسنده
چکیده
ITIL is the most popular “best practices” framework for managing Information Technology (IT) services. However, implementing ITIL is not only very difficult but there also are no recommendations for implementing ITIL. As a result, ITIL implementations are usually long, expensive, and risky. In a previous paper we proposed a maturity model to assess an ITIL implementation and provide a roadmap for improvement based on priorities, dependencies, and guidelines. In this paper, we 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 evaluate the questionnaires in 17 assessments in seven Portuguese organizations and then implemented a prototype to support the assessments. KeywordsITIL; implementation; maturity model
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