Abstract:

IT project management is a complicated process that needs to consider a variety of different factors in order for it to be successful. Due to uncertainties of project works’ duration and constant changes in customer requirements IT projects tend to last longer and cost more than planned. This paper describes how to manage information systems implementation projects using IT service management principles. The analysis shows that core ITSM principles that can be used in information systems implementation projects are change management, release management, information security management, incident management, problem management and knowledge management. Benefits of using each process is described referring to project’s stages. BPMN diagram given in this paper pictures workflow of managing change requests according to ITSM. The results of the research show how implementation of IT service management principles can impact project’s key performance indicators and make project management more effective.