Research On IT Project Management And Service Management Based On ITIL

ITIL (Information Technology infrastructure Library) has been popularized greatly as the most important practice of IT service management. PMBOK (Project Management Body of Knowledge) is a recognized standard for the project management profession and is considered a critical path for program success by project management experts. Over the last few years, many IT project managers have been confronted with questions such as "can we implement ITIL efficiently in a project-management way?" and "can we integrate these two systems together and keep improving our IT service management?" The IT industry has seen an increasing demand for further integration of ITIL and PMBOK.This thesis will explore how to build the IT service management infrastructure based on ITIL for the enterprise from a project management perspective, and highlight the intersection points between PMBOK and ITIL, towards the objective of successful integration of project management process groups with in ITIL processes. The author found that ITIL worked well in defining the best IT project targets; PMBOK then assisted as the best IT project route to get there. Integrating these two systems gives IT organizations the ability to not only manage a stable IT environment but also accept major changes to this environment.This thesis will firstly elaborate the industry background and current situation of ITIL and project management; it will then explore the standard for ITSM based on ITIL, history of ITIL, and frameworks for ITIL and project management.Lastly, this essay will examine the ITIL and PMBOK and how they complement and cooperate with each other in a project. The reflection and integration relations between ITIL V3’s life circle and the project management five process groups are studied, and the key factors of a successful implementation of an ITIL project are analyzed.Afterwards, the first-hand experience accumulated during the implementation of an ITIL projects for enterprise was vividly illustrated by the author. The author did not set up the IT service management system according to the normal ITIL carry-out plan; instead a model named "Magic Square" was specially created by the author based on his practical experience and theoretical knowledge. This model is dedicated for establishing ITSM system. Primarily, the ITSM strategy was defined by the author based on the philosophies of ITIL and PM; and then the framework of ITSM was established by integrating the relative processes and activities of ITIL. Finally, the ITIL service processes were grouped logically according to the five project management process groups, and a stable ITSM system was established for the company following the ITIL way.At the end of this thesis, the vision of the integration for ITIL with PMBOK will be examined by the author; and the possibility of improving universal IT projects by integrating these two systems will also be analyzed.