Can I implement ITIL (IT infrastructure Library) to the PMO I work for if I feel what we do does not fall under usual project management but it can be classified as ITSM as we cater to wide verity of requests with the IT support?
I am a PMP certified person, but in a situation of initiating bare minimum project documentation library for the PMO I am a part of.
As I am planning the best way to start it, I read about ITSM & that seem to suit more to what we do & ITIL might be an suitable way to go.
Welcome all your inputs/expertise/guidance. Saving Changes...
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Yousaf KhanPM Consultant| City of TorontoToronto, Ontario, Canada
A PMO usually has two components:
1. Managing the project/portfolio standards, guidelines, processes, and templates etc. to ensure a consistent approach is used for the delivery of projects.
2. Support the PM community in the implementation of the said processes, etc.
Application of ITIL in its entirety may not be the answer, but you can definitely use it for processing end-user requests on an operational level which would be a support activity.
I have used this approach successfully in the past where requests for enhancements, bug fixes, minor changes are triaged through an ITSM funnel, and we determine if certain requests should be combined for building a new release of the product/service. This can be applied to both product and services. Saving Changes...
Elizabeth HarrinDirector| RebelsGuideToPM.comLondon, England, United Kingdom
I have done the ITIL Foundation certificate only, so I'm in no way an expert, but if you feel the ITIL approach suits the requirements for your IT Service Management PMO, then give it a try. My only advice would be to ensure you tailor the approach appropriately so it's suitable for your environment, as you would any PM approach. Saving Changes...
ITIL/ITSM implementation is definitely a project ( on-going ) which should be part of PMO. Saving Changes...
Rama K GoberuProgram Manager| Appfire TechnologiesHyderabad, India
You may consider applying PMO principles in your delivery process using ITIL. I have been doing that since 3 years now.
As yours is an ITSM driven delivery, your ends are always managing customer requests, their transitions, managing communication and collaboration with other teams to take the bugs, enhancement requests forward, etc. with customer satisfaction as the ultimate goal.
At the background, that define the means, you need a foundation based on PMO principles of Scope Management (what kind of requests you accept, what kind of requests you turn down), Budget and Schedule Management (SLAs, acceptable time to be spent on a request by your frontline), Risk Management (managing customer reaction when you give some bad news), Stakeholder Management (customers, their teams, your developers, senior management, etc.) to drive your ends. Saving Changes...
