In order to service their customers better, Microsoft will have to doff their project hat, and don the service hat, and do what is Itil project management to service the customer proactively. A project is a temporary endeavor having an actual start date and an actual end date. Project History Log Itil project management document recording important events during the course of the project, e.
To provide an overall summary of all planned or ongoing Service Transition projects as information for customers and other Service Management processes.
FitSM  is a standard for lightweight service management. Kristy Smith is an IT service management consultant at Forsythe. From an ITSM perspective, these known issues should be integrated into the known error or knowledge base databases, which are accessible and easy to navigate using a service desk tool.
A candidate wanting to achieve the Expert level will have, among other requirements, to gain the required number of credits If he needs technical consultations, there are experts who can help him through the project. The role of a service delivery manager is just one of the many managerial positions we have in the service industry — others worth mentioning are IT process manager, data center manager, account manager amongst others.
The outcome of a service is not unique, there is no product developed, and generally the target of a service is to maintain status quo. Project Plan Service Transition Plan A Project Plan in ITIL also referred to as Service Transition Plan is a formal, approved document showing the major deliverables, milestones, activities and resources for a project, used to guide both project execution and project control.
A project cannot be called a project unless these two parameters are stamped in writing. Continual Service Improvement - Ultimately, IT projects are expected to improve service in some manner, either in utility fitness for purposewarranty fitness for use or both.
Projects and services are running companies hand in hand, and this is the way of the future. It recognizes that the relationship between developer team and operations team is broken and fills in the gap to promote trust between two teams.
Look at the bigger picture. He might leverage on various experts for research and technical view, but the final decision must be that of the project manager.
In addition, the single-process practitioner certifications that were offered by OGC for ITIL Version 2 have now been replaced and the offering expanded by what are known as complementary certifications.
Rather, it highlights the most important activities and assists in identifying interfaces with other Service Management processes. A service is meant to be continuous, prolonging until it is needed. ITIL provides guidance on the provision of quality services and project management provides guidance on planning, organizing, and executing projects.
At the Intermediate level, a total of additional 15 credits have to be earned. This understanding also provides the opportunity to realize benefits such as managing customer expectations through service level management and preparing the business for the pending change through change and release management.
Project History Log A document recording important events during the course of the project, e. Equipping the service desk with these known issues will enhance IT's ability to provide timely and accurate support.
A key factor that sometimes gets overlooked is that the ITIL authors recognize that ITIL by itself is incomplete; it is made complete by integrating other disciplines, including IT project management. In essence, the product led to a service, so service planning and strategizing should be done during the project phase to predict the service issues that might arise, to implement preventive actions if possible or keep corrective actions ready.
For example, when Microsoft releases their next version of Windows, the product -- Windows 8 -- needs servicing. The outcome of a service is not unique, there is no product developed, and generally the target of a service is to maintain status quo.
Project vs Service Let me elaborate at the surface level why the "project vs service" perspective came into existence.
Their aim was to develop a framework appropriate for British schools, which often have very small IT departments.3 ITIL and PM: Two points of view with one goal.
There is often much confusion today regarding how and when Project Management principles align with the various Service Lifecycles of. ITIL (formerly an acronym for Information Technology Infrastructure Library) is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.
In its current form (known as ITIL ), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. Integration of the ITIL ® V3 processes with the PMP ® processes answers the question that some project managers pose regarding when to apply a specific ITIL ® V3 process during the project lifecycle, in case both frameworks are used to guide the management of a project of delivering IT service.
This paper is a trial to view the ITIL® V3 framework for IT service management from a project management perspective, highlighting the aspects of project management in ITIL ® V3 that represent intersection points between project management and IT service management, viewing project.
Integration of the ITIL ® V3 processes with the PMP ® processes answers the question that some project managers pose regarding when to apply a specific ITIL ® V3 process during the project lifecycle, in case both frameworks are used to guide the management of a project of delivering IT service.
Why ITIL® Certification is Perfect for IT Project Managers - select the contributor at the end of the page - It is a notion that in the IT world, there are either projects or services -- the two streams being mutually exclusive, each not having anything to do with the other.Download