Implementing an IT service information management framework: The case of COTEMAR Articles uri icon


publication date

  • December 2012

start page

  • 589

end page

  • 594


  • 6


  • 32

International Standard Serial Number (ISSN)

  • 0268-4012

Electronic International Standard Serial Number (EISSN)

  • 1873-4707


  • It is evident that organizations are demanding more efficient information management technologies in order to offer high quality services for both internal and external clients. Firms pursue the implementation of processes aligned to their strategic and operational objectives and, to achieve these goals, they usually introduce various frameworks and approaches to information technology service management, such as Information Technology Infrastructure Library (ITIL) or Control Objectives for Information and Related Technologies (COBIT). However, once incorporated, it is essential to have mechanisms that guarantee performance efficiency. One of such mechanism is the Service Management Office (SMO). The case analysis presented here describes the lessons learned from its implementation in COTEMAR. The results provide useful insights for firms interested in integrating SMO within IT service management practices.