ITIL, COBIT and EFQM: Can They Work Together?

Information Technology Governance and Service Management (ITGSM) is one of the priorities in organizations. In order to achieve it, it must be set the right policies for Information Technology (IT) Service and Processes Management (ITSM). One of the final objectives of any ITSM policy must be to guarantee an adequate quality of ITSM. In this sense, the use of action frameworks, e.g. Information Technology Infrastructure Library (ITIL) or Control Objectives for Information and Related Technologies (COBIT) are essential. However, in order to measure the quality, it is necessary to complement them with other frameworks, because they do not include the appropriate mechanisms. This paper proposes the use of two established frameworks ITIL and COBIT and the use of European Foundation for Quality Management (EFQM) model to measure the quality of services and processes. [ABSTRACT FROM AUTHOR]