IT Service Management Diagnosis at Grefusa Group and ITIL Implementation Proposal

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The authors 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 self-assessment 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.

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