Implementation of ITIL Configuration Management module: a case study


  • Fernando Couto Pontifical Catholic University of Minas Gerais
  • Lucila Ishitani Pontifical Catholic University of Minas Gerais



CMDB, ITIL, ITSM, Transition, Configuration Management, Impact Analysis, IT Management


This paper is based on the operation of one of the most used IT service management models by organizations around the world, ITIL. With the purpose of expanding knowledge in the area, the main proposal of this article is to present experiences, viewpoints, criticism and added value generated during and after the implementation of the ITIL Configuration Management module in a Brazilian public agency. As a successful case, its main objective is to measure the direct and indirect user’s satisfaction level of the proposed module, in order to explore the main benefits of an implementation based on best practice and, to propose improvements and suggestions for future implementation processes.


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Author Biographies

Fernando Couto, Pontifical Catholic University of Minas Gerais

Graduated IT Professional with strong experience in IT Infrastructure monitoring, systems administration, troubleshooting skills and leading implementation of improvement processes within IT department.
Solid background in working with management of a large number of endpoint computers.
Skilled with programming languages, IT infrastructure monitoring tools (server, application, database, web service) and ITIL V3 processes.
Motivated by achievements: such as implementation of process or tech that improves IT tasks, in order to save time, money and improve results.

Lucila Ishitani, Pontifical Catholic University of Minas Gerais

Lucila Ishitani is a computer science Professor at Pontifical Catholic University of Minas Gerais (PUC Minas), Belo Horizonte, Brazil. She has a BSc (1990), a MSc (1993) and DSc (2003) in Computer Science from Federal University of Minas Gerais (UFMG), Belo Horizonte, Brazil. Her major research interests are focused on computers in education, learning objects, serious games and interaction design.


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How to Cite

Couto, F., & Ishitani, L. (2018). Implementation of ITIL Configuration Management module: a case study. ISys - Brazilian Journal of Information Systems, 11(3), 70–89.



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