ITSM vs IT Project Management: choosing the best fit

When it comes to IT service management (ITSM) and IT project management, it can be hard to tell the difference because they have a fair bit of overlap. So, what are the factors and features that make them different from each other? And how can you know which framework and tool are a better fit for you and your organization? We’ve got you covered!

Before we dive into comparing the two, let’s break it down by looking at each framework and tool individually:

IT Project Management: the task master

Think of IT Project Management as your go-to for getting specific jobs done within a set time frame. You’ve got a start date, an end date and a clear goal. Whether you’re implementing new software, migrating IT systems to new servers or updating database systems, IT Project Management offers a structure to make sure a project runs smoothly. IT project managers not only manage the planning for the task itself, but also coordinate the communication between the project team and stakeholders. This framework is designed for defined timelines and clear and quick goals towards a single objective, often with a quick turnaround time.

What does an IT Project Management tool do?

An IT Project Management tool is designed to help organizations plan, execute, and monitor IT projects efficiently. For example, these tools provide features such as:

Task scheduling, which allows project managers to define specific tasks, assign them to team members, and set deadlines. These tools often include Gantt charts to visually represent project timelines, making it easier to track the project's progress and adjust plans as needed.

Resource management is another critical feature, enabling managers to allocate and balance resources like team members, equipment, and budget, ensuring that the project stays on track. Additionally, these tools typically offer collaboration features like file sharing, real-time communication, and integration with other software, facilitating seamless teamwork.

Reporting and analytics capabilities allow managers to generate reports on project status, budget utilization, and team performance, providing valuable insights that help in making informed decisions. For example, a company developing a new software application can use an IT Project Management tool to break down the project into phases, assign tasks to developers, track progress, and ensure that the project is completed on time and within budget.

ITSM: the all-rounder

IT Service Management (ITSM) is a framework that’s all about delivering ongoing value through effective management of IT services. Unlike traditional IT project management, which focuses on completing specific tasks, ITSM is about continuously advancing IT services to meet business needs. By following ITSM best practices, organizations can ensure that their IT services are not only reliable, but also that they are constantly up to date to meet evolving business demands.

What does an ITSM tool do?

An ITSM tool is designed to manage ongoing IT services. It also offers robust reporting options, so you’re able to track KPIs and metrics to consistently improve the way you work. Some of the most important ITSM processes are:

Incident Management: Ensures that IT issues are resolved quickly to minimize disruption and get your operations back on track.

IT Asset Management: Tracks and manages the lifecycle and inventory of your organization’s IT assets, including all hardware and software.

IT Change Management: Enables the smooth roll-out of change requests to your IT infrastructure.

Knowledge Management: Creates, shares, and manages knowledge within your organization, helping to solve future issues without duplicating effort.

Problem Management: Identifies and addresses root causes of recurring incidents to prevent future problems.

IT Change Management: a key feature of ITSM

An important question to ask yourself when trying to decide between an ITSM tool and an IT project management tool is: ‘How do I define a project’? Often in the IT world, a project ultimately involves a change. Systems get updated, new features get added and services evolve. Change Management ensures these transitions happen smoothly and with minimal disruption to existing processes and to the people involved in them.

ITSM’s inclusion of IT Change Management means that you’re always ready to handle the inevitable changes in IT projects. This feature alone can often replace the need for separate project management, especially when paired with Knowledge Management where you can document solutions to avoid recurring tickets.

Why IT Change Management matters: 

Proactive approach: ITSM anticipates and plans for changes, reducing the risk of disruptions.

Service-focused: Changes are managed in a way that maintains or improves service quality.

Ongoing process: Unlike the temporary nature of projects, Change Management in ITSM is a continual process, ensuring stability and improvement over time.

When to use an IT Project Management tool

An IT Project Management tool may be ideal for companies that are small, new or have a lower maturity level, where the complexity of a full IT Service Management tool might be unnecessary or overwhelming. These companies often prioritize project-based work over ongoing service management and may not require the comprehensive functionalities of an ITSM system. An IT Project Management tool can help you plan, execute and track IT projects efficiently without the overhead of ITSM processes.

Additionally, companies that prefer to keep their departments separate may find an IT Project Management tool more suitable, as it allows different teams to manage their projects independently. This focused approach ensures that the teams can maintain agility and responsiveness while scaling up their operations.

When is an ITSM solution a better fit?

While Project Management tools are great for tackling specific, time-based tasks, ITSM tools tend to offer more in the long run. Here’s why:

Holistic approach: ITSM isn’t just about completing tasks; it’s about delivering ongoing value. This means it looks at the bigger picture, ensuring that all IT services are aligned with business goals and are continually improving.

Flexibility: Businesses change, and so do their needs. ITSM is designed to be flexible and agile, making it easier to pivot when necessary, without causing too much disruption.

Collaboration: ITSM breaks down silos and promotes better communication and teamwork across different departments. This can lead to more innovative solutions and a more cohesive work environment.  Find out more about the benefits of bringing service departments together with Enterprise Service Management.

Sustainability: With ITSM, you’re not taming the chaos of current fires, you’re preventing future fires from happening in the first place. By focusing on continual improvement, ITSM helps ensure that IT services are always evolving and getting better, which can lead to long-term success.

Customer focus: At its core, ITSM is all about delivering value to the customer. This means that every change, every improvement, and every service is designed with the end user in mind, which can lead to higher customer satisfaction and loyalty.

While IT Project Management tools are fantastic for getting specific, time-bound projects over the finish line, IT Service Management tools often prove to be the better long-term strategy for organizations. With its focus on continuous improvement, flexibility, and collaboration, ITSM provides a more sustainable and comprehensive approach to managing IT services. It’s a great framework for organizations that are growing and increasing the maturity of their IT services. By building your organization around IT best practices, ITSM helps solve issues at their foundation. Plus, with built-in IT Change Management, ITSM solutions are perfectly equipped to handle the constant changes that come with IT projects.

So, if you’re looking for a strategy that will keep delivering value long after the initial project is complete, an ITSM tool is the way to go.

TOPdesk’s ITSM software

TOPdesk's ITSM software offers a range of specific features for improving your service delivery. In addition to essential ITSM features like IT Change Management, IT Asset Management, and Incident Management, TOPdesk also includes a project management feature, so you can manage both ongoing IT services and specific projects. This helps you plan, execute, and monitor projects within the same platform you use for daily IT tasks.

What sets TOPdesk apart is the unmatched in-house support from our local consultants and support team, ensuring that organizations can fully benefit from our tool's capabilities.  And the best part? TOPdesk can grow with you. That means you can start small and add more features as needed.

Discover what our ITSM software can do for you here.

Get the low-down on modern ITSM tools

Ready to find out which ITSM tool is the right match for you? Download our Buyer’s Guide to find the perfect solution that suits your current and future needs, including:

• How to write a business case
• Taking control of your selection strategy
• Creating an ITSM software checklist
• The ideal vendor profile
• How to get from shortlist to selection