Why IT Service Management and Project Portfolio Management Belong Together

A recent market study from TeamDynamix found that 78 percent of organizations surveyed listed resource constraints as one of their top challenges. If you’re familiar with ITSM (IT service management), it’s no surprise that many organizations find self-service and Knowledge-Centered Service (KCS®) to be effective strategies to mitigate this challenge. And while both self-service and KCS are sound tools for ITSM, there are other strategies you should consider adding to build out a true 360 platform.

In fact, to gain better control over all IT resources, many organizations use a one platform approach for ITSM and project portfolio management (PPM). Of those surveyed, 61 percent of respondents said they are planning to move to a single platform approach to manage all IT resources.

The benefits of the one platform approach

By bringing ITSM and PPM together on a single platform, you can better understand your resource capabilities and engage in true resource capacity planning.

With resource capacity planning you get a big-picture view of your entire IT organization, allowing you to balance workloads across projects and support; and to see the different types of work that need to be done at any given time.

For example, if you have three IT technicians that need to cover three functional areas of business – like service, projects and operations – you can engage in resource capacity planning and optimize each technician’s workload based on their skill set and their availability. As a result, the work can be completed more effectively and efficiently as each technician is focused on work that plays to their strengths. And because you have a full view of the work and the time it will take, you can avoid overcommitting or underutilizing your resources.

This approach is especially useful when you have limited resources, but an increase in demand for the support of remote learning and remote workforces. “We don’t have enough IT professionals, anywhere – there’s a huge drain and we’re all experiencing this,” Angela Neria, CIO Pittsburg State University, said in a recent interview with TeamDynamix.

By having that single view of all projects and resources, companies are better equipped to face these challenges head-on.

At Covenant HealthCare, CIO Frank Fear talks about the importance of transparency, and how combining ITSM and PPM has helped him better his organization, “I have my own CIO dashboard and in one look I can see any negative survey that’s come in the last 24 hours, then pivot over and look at any project that has a status of red that needs my attention, then pivot over and look at what’s going live in the next 30 days, then pivot over and see what critical tickets have come in from the help desk that maybe affect our entire organization.”

Fear also uses the dashboards in daily huddles with his team to set priorities and see what needs to be done, “I can report on our key strategic projects and see which project requests are coming in and be able to report status on those very cleanly and clearly through dashboards. I’m able to communicate to the organization the value that all these IT dollars are delivering.”

Work better together

There are many benefits to an organization when bringing ITSM and PPM together for proper resource capacity planning, including:

  • Improved IT productivity
  • Improved quality of service (QoS)
  • Improved IT performance measurement and reporting capabilities

Yet despite these benefits, our market study found an astounding 77 percent of organizations surveyed are NOT currently engaging in resource capacity planning. To build a strong ITSM foundation and move ahead of the pack it’s recommended more organization explore the benefits a one platform solution can have when building out their ITSM roadmap.

To learn more about IT resource optimization and see how other organizations are using ITSM and PPM together check out:

KCS® is a service mark of the Consortium for Service Innovation™.

This post was originally posted in December 2020 and has been updated with relevant information. 

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