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Information technology infrastructure library (ITIL) framework is a set of comprehensive publications providing descriptive guidance on the management of IT processes, functions, roles, and responsibilities related to IT service management. However, and in spite of its repercussion and popularity, the ITIL framework does not suggest an implementation order for their processes. This decision constitutes the first challenge that an organization must overcome when starting an ITIL implementation, the enterprise size being one of the leading factors to be considered in the decision‐making process. In the scenario of small and medium enterprises dedicated to producing software, this paper is devoted to investigating which processes are the most selected to start the implementation of ITIL in these organizations. This is performed by means of two different instruments, first, a systematic literature review on the topic and second, a survey conducted among experts and practitioners. Results show in both cases that incident management process should be the first process when implementing ITIL framework. Copyright © 2015 John Wiley & Sons, Ltd.

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Abstract. CMMI has been adopted advantageously in large companies for improvements in software quality, budget fulfilling, and customer satisfaction. However SPI strategies based on CMMI-DEV require heavy software development processes and large investments in terms of cost and time that medium/small companies do not deal with. The so-called light software development processes, such as Agile Software Development (ASD), deal with these challenges. ASD welcomes changing requirements and stresses the importance of adaptive planning, simplicity and continuous delivery of valuable software by short time-framed iterations. ASD is becoming convenient in a more and more global, and changing software market. It would be greatly useful to be able to introduce agile methods such as Scrum in compliance with CMMI process model. This paper intends to increase the understanding of the relationship between ASD and CMMI-DEV reporting empirical results that confirm theoretical comparisons between ASD practices and CMMI level2.