Integrating project management and service management
"For many companies, the Information Technology Infrastructure Library (ITIL) framework has been deployed as a major methodology component for managing the operational side of information technology. These same organizations rely on project management methodologies for new capital development and enhancements. A mismatch occurs when the two disciplines work independently. This paper presents an approach for integrating the service management and project management methodologies for IT work, from the most strategic level of a company’s portfolio to the detailed activity level of technology development and operations.
At Marriott Vacation Club International (MVCI), the Information Resources Department (IR) has aligned and implemented 52 percent of the ITIL processes over the past six years, and had been using project management methodologies since the company’s inception in 1984. While we have been successful at deploying project management over the years, more so since incorporating A Guide to the Project Management Book of Knowledge (PMBOK® Guide)—Fourth Edition (Project Management Institute [PMI], 2008) methodological concepts and working towards getting our project managers certified, we were new at using a formal methodology for our operational processes. We felt it was critical, however, to move to ITIL to improve our productivity and to develop the partnership between the business process areas and information technology areas. Without this linkage, the alignment between business strategy and Information Technology would be less effective, at best.
The first step was to begin to integrate the ITIL and project management processes from the top down to obtain buy-in at the strategic executive level. Once this support structure was in place, we worked our way down through the project management processes and knowledge areas, integrating with each of the ITIL processes. This has resulted in a workable, strategic model to take MVCI’s IT organization into the future."
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