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 strategy, o design, o transition, o operation, and o continual improvement of IT services.

Service Lifecycle Illustrated Source:

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.