In the last years, organizations have realized the growing
importance of applying best practices frameworks, such as ITIL, to
manage IT services. ITIL is based on processes and needs an
Information System support to be efficient and effective. Currently,
Information Systems that sustain ITIL are based on processes and
focused on IT departments. We propose a method for requirements
elicitation based on a CRM approach to develop an Information
System that supports ITIL and is focused on users’ needs. This
method improves the alignment between strategy, people, processes
and technology. In order to evaluate our proposal, we identified an
initial set of requirements that were validated by experts