Our research [1] took place at the IT Service of Culture, Tourism and Transport Regional Department of MAR, where we conducted a case study for the implementation of ITIL Configuration Management process. The choice of this framework became from its growing spread worldwide and its great acceptance among IT professionals who work in large public and private organizations. The adoption of ITIL practice has grown greatly in recent years and several examples can be found in a large range of organizations as evidenced by the review of England [4]. But there are recognized difficulties when implementing ITIL processes that can compromise its success.