Evaluation of the Maturity Level of the IT Services in Higher Education Institutions: Portugal and Russia

  • João Paulo Pereira
  • Iuliia Zubar
  • Efanova Natalya
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 745)


This work presents an evaluation of the maturity level for IT service management, of two higher education institutions from Portugal and Russia. We will identify the correspondences between the process capability levels and the organizational systems maturity levels. One of the options to measure the IT maturity is by comparing the IT service team’s operations, planning and processes with international models. In this context, we decide to use the Information Technology Infrastructure Library (ITIL) framework to analyze the selection, planning, delivery and support of IT services by both institutions. This methodology uses units as the standard is an example of best practice that covers the control and management of all aspects of IT-related operations. To the development of this study, we use the survey technique as we can get clear, direct and objective answers. With results from these studies, we can identify policies that can be adapted and used to improve efficiency and achieve predictable service levels, and help in the implementation of improvements for the management of IT services.


IT maturity level ITIL Information technology IT processes Higher education institutions 



UNIAG, R&D unit funded by the FCT – Portuguese Foundation for the Development of Science and Technology, Ministry of Science, Technology and Higher Education. Project no. UID/GES/4752/2016.


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Copyright information

© Springer International Publishing AG, part of Springer Nature 2018

Authors and Affiliations

  • João Paulo Pereira
    • 1
    • 2
  • Iuliia Zubar
    • 3
  • Efanova Natalya
    • 3
  1. 1.Polytechnic Institute of BragançaBragançaPortugal
  2. 2.UNIAG (Applied Management Research Unit)BragançaPortugal
  3. 3.Kuban State Agrarian UniversityKrasnodarRussian Federation

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