Project management
vs. service management

I know many of you would already have a separate project management tool for managing your IT and would have jumped to the conclusion that you don’t really see the need for a Project Management module in a help desk. First things first! Project Management module in IT might not seem any different from the regular tool already existing in your setup, but certainly comes with its merits: The advantage of a value-added integration to your help desk makes a world of difference in the way you handle your IT. Let’s see how.

Configuring and setting up ITSM practises is an enormous task with many hurdles that includes people, processes, third-party tools and various other factors. Having a separate Project Management Module and Process is like having an override switch (Project) over your IT processes. Every time the override happens, you will yet again be stuck doing the dirty work of cleaning up the redundant mess created by this override. So let me first explain the advantages of having a Project Management Module in IT Helpdesk:

• You don’t have to juggle with multiple tools to handle your IT and IT-related projects separately
• You can get much clearer visibility into the purpose of each project with Incident/Problem/Change & CMDB integrations
• You can plan projects with IT technicians who have already been categorized based on their roles & responsibilities
• Avoid disasters by planning every project with proper impact analysis obtained from Service Management Processes