Gartner Research

PPM Skills in Infrastructure and Operations Improve ITSM Practices

Published: 02 May 2014

ID: G00262390

Analyst(s): Tapati Bandopadhyay


According to data from Gartner's ITScore for I&O, in the business management dimension, project and portfolio management is one of enterprises' least-mature attributes. I&O leaders should apply PPM skills to improve IT service management processes and I&O maturity.

Table Of Contents
  • Key Challenges



  • Use PPM for ITSM Process Integration Projects in a Matrix I&O Structure
  • Use PPM Methodologies Mandatory for Major ITSM Change and Release Management Processes
  • Build Basic PPM Skills in I&O With a "Learn by Doing" Approach
  • Establish and Manage Metrics, Status Monitoring and Reporting With Project Management Tools and Dashboards

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