ITIL and Project Management
ITIL Track
(Two Presentations)
Moderator:
Mike Buchanon, Team Leader of Instructional Systems, Michigan State University
Presentation 1
ITIL and the Project Manager - You Can't have one without the Other
(download PDF)
Abstract
This is a presentation on the experiences of Michigan Administrative Information Services in using a dedicated project management approach for driving the ITIL process improvement efforts.
There are two components necessary for implementing ITIL. One is a cross functional, managed and monitored approach to development and implementation. The second is to recognize that higher education tends to be very siloed as an organizational structure, which is contrary to the ITIL framework and requires a dedicated person to navigate the landscape. At MAIS, the project manager and ITIL expert were one and the same person, which brought efficiencies to a challenging, long-term effort.
Pros:
- Ability for the organization to position the role in a way that will move the ITIL needle forward
- Central point of coordination for all aspects, including awareness, education, process integration and development, and tool alignment.
- Known accountability
- Single point of contact when working with outside vendors
Cons:
- Time required to build trust and confidence when an unfamiliar face moves in
- Justifying the cost of the role when demonstrating ROI for ITIL service management is difficult, in and of itself
- Resource allocations are not under direct management of the ITIL Project Manager.
ITIL implementations require a highly coordinated effort to ensure that the outcomes, that can be several years out, are properly integrated to deliver the improvements that many of us promised to leadership early on. ITIL gives you the pieces of the puzzle and project management helps put it together. This presentation will cover our experience of having ITIL expertise and project management wrapped up into one dedicated resource.
Presented by:
- Andrea Stevens
Service Delivery and Support Manager
University of Michigan
Presentation 2
Project Management Framework and Links to ITIL Processes
(download PDF)
Abstract
UW-Madison's Division of Information Technology (DoIT) created a project management framework, which is a blend of industry best practices, the practical experience of DoIT project managers, and customer perspectives. The PM framework is delivered in a publicly-available website called the Project Management Advisor (PMA). The framework in PMA provides a rough outline for transitioning to DoIT's support organization, using DoIT's preliminary ITIL processes for operational change, configuration, and incident management. This talk will demonstrate PMA, discuss plans for improving the linkages to ITIL processes, and invite collaboration with other CIC institutions in the sharing and continuing improvement of these processes.
Presented by:
- Barbara Stimpson
Project Manager
University of Wisconsin-Madison