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The IT Infrastructure Library (ITIL) is the most widely used IT service management framework and a de facto standard. ITIL provides instructions for IT service providers and organizations how to design, manage and support IT services. However, adopting best practices of ITIL can be difficult for many IT companies. The main contribution of this paper is to present challenges and problems that were identified during a case study focusing on improvement of the release management process. Key challenges included the lack of process description, too high release distribution rate, and poor traceability between incident records and release records.