Service management and project management are closely related to each other in the following ways.
Project management in service management
Both service management and project management have the same strategic goal: maximize value for the business. Service management provides a method for governing “investments,” and “projects” are also “investments.” In other words, project management is another service offering in service management.
Service management in project management
Many projects, especially software or IT projects, involve various types of integration and systems testing, alpha testing and beta testing. During these testing, incident management, issue management, configuration management and change management disciplines are needed. As a matter of fact, configuration and change management are often needed even during the requirements, design and construction phases of a project.
How service and project management (ITSM+BPM) work together
8Manage ITSM + BPM can be used in both the project management in service management and service management in project management scenarios:
When a service is out of step with business expectations, it must be modified, expanded or otherwise altered. IT must determine how these changes will affect the service deployment, implement them appropriately, and then monitor if the changes have the intended effect. Release management can be grouped with change management or treated as a separate process.
Services require software and hardware assets to function. These assets should be tracked, updated appropriately and mapped to show how they interact. Configuration management, capacity management and asset management deal with these concerns and can mix or separate processes.
IT services transition between various stages of the lifecycle at different times and different speeds. Project management skills enable IT organizations to maintain orderly services and avoid issues such as outdated systems or shadow IT.
Knowledge management crosses into the other ITSM processes, and is a way to avoid duplicated work and to discover by organizing and providing information about IT services.
When an IT service is disrupted by performance issues or an outage, the IT service desk must address the issue, restore service availability and make improvements and codify procedures to prevent reoccurrence.
An issue is the root cause of an incident. An IT organization might remediate an incident but not fix the issue, leading to future incidents. Therefore, issue management is a way to permanently fix issues to improve service delivery and performance.
Benefits of integrated ITSM+BPM
Deploying 8Manage ITSM + BPM would have the following benefits: