Chapter 3

IT Service Management and Project Delivery

This chapter examines the role of IT Service Management (ITSM) in the ITIL Service Lifecycle. It focuses on the Service Transition stage and explains how embedding the project lifecycle within ITIL principles improves service delivery. The Extended Service Transition Model is introduced, emphasising the importance of thorough planning and execution during the transition of new services. This model links project activities with ITIL's Service Transition processes for a seamless handover from projects to service management, promoting a disciplined and unified approach to delivering IT services. Finally, the refined interaction of ITIL Service Lifecycle and project phases is discussed, illustrating the dynamic interplay between ITIL processes and project management.

The chapter highlights that enterprise IT projects extend beyond delivering a system and must focus on providing a service. ITIL principles are essential for ensuring that the systems implemented during projects are sustainable and effective over time.

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