Chapter 3

IT Service Management and Project Delivery

This chapter examines the integration of ITIL service management with project management to improve the delivery and sustainability of enterprise IT solutions. It defines the processes within ITIL Service Transition and explains their role in enabling the controlled deployment of services into the live environment. The chapter also presents a structured project management approach, covering phases from initiation to closure.

A model introduced in this chapter integrates ITIL Service Transition processes with project execution, supporting coordinated activities such as testing, deployment, and knowledge transfer. The model also demonstrates how project activities align with all phases of the ITIL service lifecycle, including inputs from service strategy and outputs handed over to service operation. It supports continuity, traceability, and operational readiness throughout the delivery process.