Project Management Approach to Implementing ITIL (#4 in the series PMP and ITIL - Framework Methodologies With Valuable Synergy)
By Paul T Rice
How can ITIL be effectively implemented using the principles found in the PMBOK? I have considered this question several times in my experiences as a PMP and an ITIL Service Manager. Working with organizations to determine the most effective way to implement the ITIL Service Management framework, I have learned that a series of projects that are executed through a Program Management Office is the most effective way. The challenge is to identify projects that bring measurable, incremental improvements that will help drive organizational change.
The Continual Service Improvement Model of ITIL provides the structure for developing a roadmap for ITIL implementation projects. The roadmap will then allow you to navigate the complex interactions between the processes. Several books have been published on the subject of effective ITIL implementations. Most of these materials are consistent in their approach: start by creating a stable environment where you can control the impact of changes and shorten the duration of outages.
An example of a first step project might be as follows:
- Project Definition: “Develop and implement an Incident Management Process Project.”
- Project Scope Statement: Interruptions and diminished quality of services have a negative impact on business productivity. Service Management application tools will allow us to manage outages more effectively and capture metrics that measure the impact of outages. Package implementations of this type require extensive process development prior to deploying software. To this end, we are developing an incident management process in line with the ITIL framework to enable the internal service desk to improve its ability to restore normal service in the event of an outage.
The project management framework will then be used to complete this ITIL-driven project.
Paul T. Rice, the Director of Training Services at Fruition Partners, is an IT consultant and professional instructor with over 18 years experience managing large IT projects, developing effective teams, and providing Strategic Consulting and Education services to many Fortune 500 IT leaders globally. He is an ITIL Implementation consultant for Fruition Partners, and among the businesses he works with, WestLake Training and Development, an information technology training company, has benefited from his knowledge as an accredited IT instructor, an ITIL Service Manager, and a subject matter expert in Applications Management.
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