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How to Make Use of the ITIL® Framework for Project Management and Continual Service Improvement (CSI)

How to Make Use of the ITIL® Framework for Project Management and Continual Service Improvement (CSI)

How Do ITIL® and Project Management Fit Together?

The ITIL® framework is the most widely used framework for IT Service Management (ITSM), but did you now that ITIL® also can be integrated in Project Management?

Many challenges come up that could lead to a project failing as they’re not handled following the business needs. ITIL®, on the other hand, provides many helpful resources focusing on aligning IT Services with business needs in which project managers can benefit greatly from it.

As we narrow our perspective to the ITSM space, we can find definitive connections between ITIL® and project management best practices. ITIL® actively questions if an IT team is utilizing their resources effectively. Fortunately, ITIL® already has defined several key processes required to implement a successful project as follows.

1. Initiation

The 6 activities in ITIL® Service Value Chain (SVS) – Plan, Engage, Design & Transition, Obtain/Build, Deliver and Support, and Improve – describe the value creation process. In Project Management, Initiation is a setup phase defining the project charter, including the purpose, objectives, and any risks that have been identified. The project manager can use the ITIL® SVS to establish a project charter for identifying processes while considering the ITIL® Four Dimensions Model for value creation.

2. Planning

In Project Management, this phase defines scope and requirements. In ITIL®, this is where the service’s value is defined. Thus, ITIL® Guiding Principles are useable to define project scope and requirements in the planning phase. It will fit-well in all circumstances regardless of changes occurred.

3. Executing

This phase is where a product or service becomes real. In ITIL®, the general management practices, service management practices, and technical management practices are used to co-create value with customers and other stakeholders. With ITIL®, they could provide a balanced description of each practice that includes organizations, IT, suppliers and partners, and value streams and processes.

4. Monitor/Control

We must manage the project's scope and its costs, risks, and necessary adjustments. ITIL® Transition Planning and Support can be useful in this phase. The main activities are reviewing and accepting inputs, organizing the changes, giving assistance and advice during the process, and monitoring and reporting on progress.

5. Closing

After the products or services have been successfully delivered, make sure that they are integrated effectively and efficiently into service delivery systems. The procedures include responding to user requests, addressing issues and service failures, and performing basic operational activities. In this phase, applying the ITIL® SVS and 4-Dimension Model should continue to be considered.

Following the ITIL® Framework process ensures stability while becoming more responsive, but if that process is integrated with a robust Project Management process even greater benefits can be made.

How Does ITIL® Support Continual Service Improvement (CSI)?

IT Service Management (ITSM) within organizations should not only provide customers with the finished product or services, but also offer support and their Continuous Improvement. In this way, they can adapt with changes and improve business values. This is the fundamental reason why Continual Service Improvement in service management is crucial.

What is the underlying concept of continual service improvement? Continual service improvement is based on the Deming Circle involving a four-step loop of Plan, Do, Check, and Act. It’s executed repeatedly to deliver steady, ongoing process or service improvement. This fundamental concept was adopted as the foundation for various ITSM initiatives, including ITIL® Continual Service Improvement (CSI).

Is it really necessary to implement ITIL® Continual Service Improvement? Well, the main purpose of ITSM is to offer customers value while delivering the best services at the lowest possible cost. Therefore, Continual Service Improvement in ITIL® is crucial as it aids in finding effective ways to improve processes and services. Through its iterative approach, it increases the likelihood that ITSM initiatives will be successful.

The following are the 7 steps of improvement process in Continual Service Improvement in ITIL®.

1. Identify the Improvement Approach

Understanding the need for continuous improvement is crucial before executing an improvement approach. Consider the established objectives and determine how the IT department might help achieve them through continuous development. Consider both present and future plans as well.

2. Define the Measurement

It’s critical to compare what we can actually measure with what we would like to be able to measure. To support the improvement strategy, conduct a gap analysis and include a practical measuring plan.

3. Data Collecting

Raw data is gathered from various sources following the established aims and objectives through persistent monitoring. No conclusion is made from the data yet.

4. Data Processing

The data is then converted into the format required, converting metrics into Key Performance Indicator (KPI) results and of the gathered data into information.

5. Data Analysis

Processed data is further examined to identify gaps and their effects while considering all internal and external factors. It also helps to answer questions related to the established goals.

6. Present the Acquired Knowledge

The information which is gathered and analyzed needs to be presented to stakeholders in a proper manner so that it is understandable and provides the necessary amount of detail for more informed decision-making.

7. Implement the Improvements

The acquired knowledge should be combined with prior experiences to make more informed decisions. The services, procedures, and instruments that are improved must all be optimized and corrected.

It is important to remember that implementing ITIL® Continual Service Improvement is highly crucial for organization. ITIL® Continual Service Improvement can benefit organizations in so many ways as it aids in finding effective, affordable solutions to enhance procedures and services, improves the relationship between clients and businesses, enhances the team's efficacy, efficiency, and capacity, and provides better understanding of the management procedures and services.


Gillingham, J. (2022, August 19). How Project Managers are Using ITIL in an Effective Way. Invensis Learning Blog. https://www.invensislearning.com/blog/how-project-managers-are-using-itil-in-an-effective-way/

Gillingham, J. (2022b, October 25). ITIL Continual Service Improvement And 7-Step Improvement Process. Invensis Learning Blog. https://www.invensislearning.com/blog/itil-continual-service-improvement/

Nugraha, A. (2020, February 14). How to make use of ITIL in Project Management. https://www.linkedin.com/pulse/how-make-use-itil-project-management-adinanta-nugraha/

Vivantio. (2022, August 5). Bridging the Gap Between ITIL and Project Management Best Practices. Vivantio. https://www.vivantio.com/blog/bridging-the-gap-between-itil-and-project-management-best-practices/

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