I have obtained the ITIL Foundation qualification
📅 Date compiled: 2026-09-26
⚠️ Version information may change over time; refer to the PeopleCert website for the latest
ITIL doesn’t replace project management methodologies — it complements them with a “service-oriented mindset”. Traditional project management focuses on schedule, scope, and cost; ITIL ensures the delivered service keeps running and creates long-term value, not just on go-live day.
Applied to the Five Project Phases #
| Project Phase | How ITIL Helps |
|---|---|
| 🚀 Initiation | Use Service Strategy to define service goals and value; identify stakeholders and their expectations; assess feasibility with Demand Management and Capacity Management |
| 📋 Planning | Incorporate Service Design to build the service architecture, SLAs, and performance baselines; plan change approvals with Change/Release Management; integrate availability, security, and continuity management to control risk |
| ⚙️ Execution | Coordinate testing, validation, and deployment through Service Transition; resolve issues quickly with Incident Management and prevent recurrence with Problem Management; build a Knowledge Management base |
| 📊 Monitoring & Control | Monitor service levels with SLA / OLA; track the impact and approval status of change requests; track affected infrastructure with the CMDB (Configuration Management Database) |
| 🏁 Closure | Conduct a Post-Implementation Review; feed experience back into Continual Service Improvement (CSI); ensure a smooth handover to the operations team |
Core Value ITIL Brings to Project Management #
| Dimension | Benefit |
|---|---|
| 🎯 Stakeholder Alignment | Align business needs and service expectations from the very start of the project |
| 🛡️ Risk Management | Anticipate service-related risks early and integrate operational needs during planning |
| 🔄 Continual Improvement | Apply the CSI model to the project and keep optimizing after launch |
| 🧩 Smooth Handover | Reduce post-launch issues and improve stakeholder satisfaction |
| ⚖️ Service Consistency | Use SLA baselines to ensure service delivery meets quality and business standards |
Common Performance Indicators (KPIs) #
| KPI | What It Measures |
|---|---|
| Service Availability Rate | Uptime of critical services after launch |
| Change Success Rate | Share of changes completed without rollback or incidents |
| Incident Volume Post-deployment | Number of issues reported after go-live |
| First-time Resolution Rate | How efficiently support resolves incidents from the new project |
| SLA Compliance Rate | Degree to which services meet agreed levels |
| On-time Project Delivery Rate | Whether milestones and launch dates are met on schedule |
⚠️ Note: ITIL is essentially more about Operations Management than pure project management. It works best alongside project methodologies such as PMP / PRINCE2 — ITIL governs “how to keep services running well”, while project methodologies govern “how to finish the project on time”.