Small and medium-sized enterprises (SME) are the main development engine of economy, particularly in countries in development, as is the case in Colombia. To be competitive, SME must use tested frameworks in its productive and support processes. In this paper we present a proposal we develop to help appropriation process of Information Technology Infrastructure Library (ITIL) good practices in SME in a successful way. We also present the proposal application in Laboratorios Merey Ltda., a Colombian medium enterprise, and this experience results.