ITSM Best Practices: Bringing Together Service and Project Management

One of the biggest perks of having your ITSM and PPM on the same platform is the visibility you get into all of the work being done across your organization.

“With one platform now we can actually see the tickets that are being worked on as well as the projects that are in the pipeline,” Hema Nekkanti, project management office manager at the city of Sunnyvale, said. “This gives us the ability to actually allocate the resources appropriately, and there’s no resource conflict.”

And this is a common theme among those using ITSM and PPM together.

“I have a single pane of glass,” said Frank Fear, CIO at Covenant Healthcare. “I can pivot and see SLAs that are not being met, then pivot and see projects at risk – it’s all on one dashboard.”

So how should you approach bringing together ITSM and PPM at your organization? Here are some tips:

1. Define a clear strategy: Before integrating ITSM and PPM on a single platform, it’s important to define a clear strategy that aligns with organizational goals. This strategy should include a roadmap for implementation, a timeline and a budget.
2. Define roles and responsibilities: It’s important to define roles and responsibilities for IT teams and project managers to ensure effective collaboration. Clear communication and collaboration between teams are key to success.
3. Define processes and workflows: Establishing clear processes and workflows is essential to ensure that ITSM and PPM are integrated effectively. Standardizing processes and workflows enables organizations to deliver high-quality services and projects consistently.
4. Use an integrated toolset: To manage ITSM and PPM on a single platform effectively, it’s essential to use a platform, like TeamDynamix, that supports both functions. An integrated toolset enables organizations to manage ITSM and PPM processes and workflows seamlessly.

Integrating ITSM and PPM on a single platform enables organizations to manage IT services and projects effectively, resulting in increased efficiency, better resource allocation and improved decision-making. To ensure the successful implementation of a single platform for both ITSM and PPM, IT leaders should define a clear strategy, define roles and responsibilities, establish processes and workflows and use the right platform. By following these best practices, organizations can optimize their ITSM and PPM processes and deliver high-quality services and projects consistently.