This white paper starts by providing the reader with an overview of the PMBOK® Guide as well as the key process areas and functions within the IT Infrastructure Library. We then compare and contrast the two bodies of knowledge. Once we have set the foundation for discussion, we look at why many IT projects fail (not just ITSM ones), followed by delivery risk management. Using that construct, we provide the reader with a project roadmap to implementing IT Service Management based on ITIL. We conclude with what is required to support ITSM once implemented, including how project management has not only a role in continued ITSM success but is a necessary ingredient--when used in the right situations.

This white paper does not attempt to teach you either project management or ITIL, but rather to describe by example how implementing the ITIL framework can best be accomplished when done under the control of good project management practice.