23. EFQ_TIL: Relationship Model Between ITIL and EFQM to Assure Service Quality in IT Processes

IT service management (ITSM) was established based on modern international standards such as ISO/IEC 20000 and ITIL. One objective of good management of IT services must be to provide adequate quality management. Currently the application of appropriate models for government and IT management is one of the priorities in the area of IT in organizations, and in this sense, the use of action frameworks, for example, ITIL, is essential. In its implementation it is necessary to consider, among other things, improving the quality of the processes that must be measured not only with tools or methodologies own IT but also with those used in the organization in order to measure processes in general. But how, exactly, do you measure fitness for use or purpose? In this sense, this chapter addresses the measurement of quality of processes in the implementation of ITIL in an organization using the EFQM model, in order, first, to make a proper correlation of ITIL processes and criteria EFQM and, second, to explore possible deployment scenarios that maximize the results of evaluations conducted by EFQM.