Grupo Bimbo: Winning the ITIL Experience Award ITIL Case Study

Horacio Gutiérrez

October 2018

All of our White Papers and Case Studies are subject to the following Terms of Use.

Grupo Bimbo is the world’s largest baker, with headquarters in Mexico and production facilities in the US, Canada, China, Latin America and Europe.

Grupo Bimbo won the inaugural ITIL® Experience Award – Collaborating for Success 2018, which was presented as part of itSMF UK’s Professional Service Management Awards. The award judges called the scale of their operation, ‘hugely impressive’. ITIL provides a standardized approach to service delivery and allows the central IT team to adopt standard and repeatable processes which are essential for its business.

In this case study Horacio Gutiérrez, lead ITSM consultant, working for EY in collaboration with Grupo Bimbo, explains how the transformation project evolved over a two-year period.

Aligning IT services to business objectives in the world’s biggest baker
Creating the conditions for a better customer experience
Outcomes for the organization and its customers/users
Adopting and adapting ITIL
ITIL training and certification
Application of ITIL’s guiding principles
Achieving IT and business goals through ITIL
Adopting and adapting ITIL in practice
ITIL’s continual service improvement: basing change on accurate information
What are your recommended best practices?
Trade marks and statements
Current rating: 4.3 (3 ratings)


20 Sep 2020 Bruno Ferreira
Alternate text
Amazing content, a truly hands-on approach for better understanding.
You must log in to post a comment. Log in