Information technology service management

How can Project Managers Benefit from ITSM

By: vaishaligopi

In the contemporary times, Information technology holds significant importance in the development and growth of any organization. One such field is project management. The status of IT is very dynamic in terms of project management; the managers seek assistance to develop, manage and design services arising out of Information technology to cater to their customers. Information technology service management is one such tool that is used by project managers to facilitate activities surrounding delivering, creating managing, supporting and designing the maturation of IT services pertaining to a project for the customers. It can be effectively noted that ITSM has a vast impact on the consequences of services to the customers for a project manager.

The real question that arises here though is in what manner does ITSM benefit the project management and why is it important? Here are a few reasons why:

Aligning IT and business – Project management lifecycle and ITSM lifecycle are both divided into four phases which closely align with each other. ITSM tool does not directly create business for the project managers; instead, it maintains them. It enables the user to have a tool at his/her disposal which would act as a service provider and strategize the core credentials of the project. Once the project is in production, after undergoing the 4 phases- a.) Initiation, b.) Planning, c.) Execution and d.) Closing, ITSM support begins. It helps in keeping the business in alignment with the IT services being undertaken.

System Integration – Information Technology Infrastructure Library (ITIL) is a framework of ITSM which provides guidelines for practicing ITSM more efficiently and cost-effectively. ITIL is harmonious with third-party management systems. It helps in the optimization of workflow and enables more efficient cooperation of various departments within the organization. It is a method for managing and controlling multiple service providers and integrating them under one platform for providing one business front of an IT organization. This integration of the project management lifecycle, ITSM life cycle, and the third-party organizational potential, enables the project managers to accomplish projects in a standard manner and repeat the same.

Reliability – ITIL breakdown is primarily in five categories- service strategy, design, transition, operation and continuous improvement. Under service operation, the framework of ITIL has the potential to monitor, maintain and manage the end-user experience that is the customer satisfaction. This function includes problem management processes as well. With the help of the ITIL tool or framework, project managers are enabled to review the performance of the service, critically analyze the root cause, and use the problem management tool to resolve various issues. This prevents the possibility of future incidents of the same potential.

Quality of Service – The framework of ITIL includes management process concerning services and business relationship. This provides a clear insight into the customer experience and enables the tool to maintain a better account of customer management to improve customer experience.

Change Management – The motive of Change management process is to ascertain that standardized and benchmarked methods are being used for prompting any changes and handling them efficiently. It enables all the changes being made to be recorded under the Configuration Management system and the optimization of the business overall. Change management tool conveys and assures that there is a minimal possibility of error for the future, and the changes are implemented faster with complete accuracy.

Customer Satisfaction – One aspect comment between project management and service management is customer satisfaction. All other functions revolve around this aspect. In this regards, ITSM assists project managers in delivering high-quality services and expand the base of customers for that project.

The benefit of ITIL for Project managers

ITIL certification and knowledge of the same would be of high relevance for a project manager if speaking in terms of his/her growth. This does not only restrict the project managers but other project members as well. In project management, the knowledge of ITIL gives an edge to the concerned member. But it is of the most significance to the project manager. The project manager already stands in a position to decide for the project majorly; added to it a certification of ITIL would give him/her an upper hand on the project more than anyone because it would hike his/her qualifications and credibility.

When it comes to the capabilities of a project manager, there are several theorists giving several arguments. Some say that the project manager’s only job is to see through the completion of the project successfully and not budge into other domains. If at all any technical assistance is required, he/she could seek it from the experts hired to work on that project and not deal with it himself/herself. But the opinions are changing in the present times. Now the businessmen are of the opinion that a project manager has to be self-sufficient and not depend on anyone else for the successful completion of their project. This would give uniformity to work and keep it going on one track. A project manager having the knowledge and expertise of the technical domain makes for an ideal combination.

The reason why a project manager must also carry the technical knowledge of ITIL is two-fold:

  • He will grow in the field.
  • He will be one to have the decision-making power.

Who better than the project manager himself/herself has a better understanding of the project? If the manager is faced with some technical difficulties, he/she would be forced to go to a technical analyst to resolve the issue, but this entire process is extremely time-consuming as the technical analyst would be required to understand the entire project from the start. But, if the project manager himself holds the technical knowledge in question, then a lot of time will be saved, and the project will be completed effectively.

ITIL improves chances of a Project manager in the industry

A certification of ITIL to a project manager would be another feather in his/her cap. His/her options of expanding and growing in the industry will increase. They would have the potential to take up positions that require them to not only be the project manager but also see through the skills that are required for successful completion of the project. He/she would be the transition manager. This would inevitably qualify him/her to opt for positions in the service industry on the basis of his/her ITIL certification, like for service delivery manager. The inclusion of certification alone opened up two new opportunities for the project manager when he/she only holds the qualification for one. Having knowledge and certification of ITIL would prove to be extremely beneficial for the project manager in terms of his/her growth in the industry.


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