Challenges in Adopting and Integrating ITIL and CMMi in ICT Division of a Public Utility Company

Abstract

A case study was being carried out on an ICT division of a public utility company in Malaysia to assess its best practices adoption using ITIL and CMMi. This paper discussed on the challenges and issues faced during the process of assessing the ICT Services Maturity Levels of the company's IT service management. This paper also reviewed in order to help the case company to achieve higher levels of control and performance while delivering operational excellence.