We observed with different data collection instruments [1] in the IT Service of the of Culture, Tourism and
Transport Regional Department and others IT Services in Madeira Region, the ITIL best practices and
specifically the Configuration Management process increasing quality for the IT infrastructure. These
instruments were essential to identify weaknesses and strengths. Regarding the interviews, the primary goal
was to gather opinion about ITIL from leaders, administrators and professionals of IT departments from
Regional Public Administration and private organizations operating in Madeira Autonomous Region. We
requested twelve interviews from different organizations, but only seven were held, because we had no
response, as shown in Table 1. All interviews contained the same eight questions. From the responses we
gather more information from what was expected due to the approach of cross-cutting issues on the part of
respondents to questions.