University ITSM

Robbin Trusty of Austin Energy gave a presentation, "ITSM+PMO=NWO".  Austin Energy has been working on integrating ITSM into their PMO.  They have not gotten very far in their implementation, but Robbin had some neat ideas.
One of the PMBOK's knowledge areas is "quality management."  Robbin was making the case that quality planning, quality assurance, and quality control are a good place to integrate security management, IT Service Continuity Management, availability management, and capacity management.  Their business analysts have then worked with their ITSM experts to change their project scope statements, adding a "non-functional requirement" section for these warranty-based requirements.  They have developed a bunch of good template questions to elicit these warranty requirements.
I got a bunch of ideas from this presentation, such as

• Utility-based requirements e.g. service strategy information should be integrated into the PMBOK "scope management" knowledge area
• CSI fits really well with the PMBOK's "quality assurance"
• Service transition fits really well with the PMBOK's "quality control" and in fact the PMBOK has several concepts such as the "cost of quality" that map well to service transition and testing
• The PMBOK's "procurement management" area is a shoe-in for ITIL's supplier management
• The people who are responsible for the operational aspects of the service should be the ones helping develop requirements--they know what to ask anyways, e.g. in terms of the transactions/second