Measuring the itil framework maturity: case of abu dhabi national oil company (ADNOC)

The fast pace of technological changes, is rendering the IT services out-dated within a short span of time and need constant upgrading. The upgrading requires an IT infrastructure planning process and implementation. ITIL (Information Technology Infrastructure Library) is one such system. Maturity is a measure of the same in terms of its processes and functions. In order to implement a systematic IT support framework, it is important to understand the readiness and adaptability of the IT service management in the organization. The company for which the ITIL assessment is to be performed is Abu Dhabi National Oil Company (ADNOC) and has certain strengths and weaknesses in terms of its IT preparedness which are evaluated in this study. The ITIL v3 maturity is gauged through systemic and procedural identification and application of the five ITIL. Based on the above information and a careful study of the company's background it prepares a survey questionnaire with three parts based on the three processes selected. The study finds that there is a need for an IT infrastructure planning process and implementation system in place. Also, we see that the present questionnaire developed is effective in measuring the ITIL maturity level at ADNOC.