ITIL PM ITIL and Project Management Friends Throughout

ITIL ♥�PM ITIL and Project Management: Friends Throughout the Lifecycle

ITIL • Information Technology Infrastructure Library • A best practices framework for IT service management

Service Management • A set of specialized organizational capabilities for providing value to customers in the form of services. • The recommended approach to implement Service Management is through a project (or program).

Service • A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. • Establishing new or changed services is often executed as a project.

Service Owner • A role responsible for managing one or more services throughout their entire lifecycle. • Service owners are instrumental in the development of service strategy and are responsible for the content of the service portfolio. • Service owners work closely with project managers to design and transition new or changed services into operation.

Service Lifecycle • An approach to IT service management that emphasizes the importance of coordination and control across the various functions, processes and systems necessary to manage the full lifecycle of IT services. • The service lifecycle approach considers the: o o o strategy, design, transition, operation, and continual improvement of IT services.

Service Lifecycle Illustrated Source: http: //www. best-management-practice. com/service. Operation 2011_demo/images/450/gr 000001. gif

Processes of Interest • Service Portfolio Management (Strategy) o Service portfolio management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. o Includes a project portfolio used to coordinate projects and ensure that they meet their objectives in a cost-effective and timely manner. • Design Coordination (Design) o The process responsible for coordinating all service design activities, processes and resources. o Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics. • Transition Planning and Support (Transition) o The process responsible for planning all service transition processes and coordinating the resources that they require.