Implementing ITIL and Project Management in a Staging Business

Running head: ADVANTAGES OF USING PM IN WEB DEVELOPMENT0

IMPLEMENTING ITIL AND PROJECTMANAGEMENT IN A HOME STAGING TRAINING

COMPANY

Author Note

This research paper was prepared for Enterprise Architecture ITM 344, Section SF1, taught by Professor Judith Lee

DUANE LEEMGOLDEN GATE UNIVERSITY, AGENO SCHOOL OF BUSINESS

Table of Contents

Executive Summary..............................................3

Home Staging Industry and StagedHomes.com......................4

Background of StagedHomes.com.................................4

IT Requirements of StagedHomes.com............................5

Implementing IT using Project Management and ITIL..............6

ITIL Service Strategy: Strategic Planning of the IT

Infrastructure................................................6

ITIL Service Design...........................................7

Service Design Package (SDP)................................9

ITIL Service Transition......................................10

Project Management Body of Knowledge.........................10

Project Initiating.........................................11

Planning...................................................12

Executing..................................................14

Monitoring and Controlling.................................16

Closing....................................................17

ITIL Service Operations......................................18

Technical Management.......................................18

Applications Management....................................19

Service Desk, Incident, and Problem Management.............19

ITIL Continual Service Improvement...........................20

Improving Processes: Deming Cycle..........................20

Conclusion....................................................22

Works Cited...................................................23

ADVANTAGES OF USING PM IN WEB DEVELOPMENT3

Executive Summary

Most Home Staging organizations IT strategy aren’t equipped

to handle multiple projects and how to govern these new projects

into operations after completion. In fact, small businesses

don’t have processes in the organization that provide the

benefits of improving efficiencies such as processes and

resource. This research paper will explain how the Project

Management Body of Knowledge and ITIL framework can be combined

to deliver IT solutions to a Home Staging organization’s (or any

organization) operations and continue the support of the project

life cycle even after it’s fully completed in the Project

Management stage.


Home Staging Industry and StagedHomes.com

The Home Staging industry has created many jobs in the last

few years for Home Stagers. A Home Staging business in today’s

market requires not just a plan on how to operate the business

aspect of the organization but also the IT aspect. Planning out

the IT aspect of the organization can be a daunting task and

requires management. This is where a blend of two methods can

help a Home Staging organization manage the many projects

required in IT to successfully build the foundation to support

the company run its Information Technology initiatives. This

research paper will explain the processes of the IT

Infrastructure Library (ITIL) and Project Management Body of

Knowledge (PMBoK) and how these two methodologies can jointly

work together to help a Home Staging organization, such as

StagedHomes.com, to manage its IT Projects and operations.

Background of StagedHomes.com

StagedHomes.com has been providing Home Staging Training for

over a decade. The organization has been known to pioneer the


Home Staging industry as it is the first of its kind in the early

2000's. StagedHomes.com's main mission is to provide Home

Staging education to people who want to learn more on how to

stage a home. This is offered through two ways of training:

Training on-site and through the web.

One of the features that differentiates the organization to

the many Home Staging companies out there is not just that it was

the first company to do Home Staging education, but also provide

it's federally registered trademark service called, "Staging

University." The Staging University is one of the many services

an Accredited Staging Profession (ASP) receives upon completing

StagedHomes.com's Home Staging course. Access to this is through

the main website and can be used by logging on to StagedHomes.com

and having access rights (which can be received upon graduating

from a Home Staging course provided by StagedHomes.com). The

Staging University has many information that gives an ASP

information to empower them for their Home Staging Business.

Here's a short list of what's included as being a graduate of the

ASP credential:

Legal Documents


Class Galleries

Before and After Photos

Access to Vendors for Discounts

Personal Home Staging Profile

In order to facilitate these services for StagedHomes.com's

customers, the utilization of Information Technology and its

tools will help deliver the function required to make this

happen. This leads us to the question: What are the IT

requirements of StagedHomes.com?

IT Requirements of StagedHomes.com

Since the organization is a virtual team-based setup, one of

the requirements is to enable users to work effectively remotely.

In order to work remotely, agents will need to be setup with a

phone system, hardware, and software so that they could do their

job. Second requirement is the organization's website and how

could frameworks be used to roll that out in the most efficient

matter. Finally, making shared data functional across all

departments. We now have our requirements, but how do we get


these rolled out at the most efficient way possible? This is

where Project Management and IT Governance comes in.

Implementing IT using Project Management and ITIL

Delivering an IT solution to the organization’s

infrastructure can be an overwhelming experience as there are

many requirements (and components) at the business level. The

problem with delivering an implementation such as IT are the

cost, quality, and scope involved in the projects. What makes

matters worst is what happens after delivering the project and

conclude the service has been rolled out. Project Management has

a defined start and end date but the continuation of the service

and support is maintained at the ITIL Service Operation from the

IT Infrastructure Library framework. This is where Project

Management and ITIL can work together to deliver products or

services to the operational stage of a Home Staging

organization's infrastructure.


ITIL Service Strategy: Strategic Planning of the IT

Infrastructure

The first stage in integration planning for the IT

infrastructure of a Home Staging organization is through the ITIL

Service Strategy. The planned services must be “fit for purpose

(utility)” and “fit for use (warranty)” (Morris and Gallacher,

2012, p. 31). What this means is that the utility of the service

must have a purpose on why the service is being implemented. Of

course the purpose is to deliver a solution capable of supporting

the business mission, which is to deliver Home Staging Training

education to the customers. The warranty of the service

encompasses the scope of having enough availability, capacity,

continuous, and secure enough for internal and external users to

use (Morris and Gallacher, 2012, p. 31). The strategy must also

involve resources and capabilities so that these resources can be

allocated in the architecture.

Let’s begin with assets and what are needed to implement an

IT infrastructure for a Home Staging organization. The


organization must deliver Home Staging capabilities and some of

the foundation assets include:

Provide Home Staging Training at a physical location. Provide training remotely via the web. Help customers over the phone. Help customers over email. Work with vendors to offer higher value membership to

students.

As part of the strategy, resources and assets must be taken

into consideration and how the resources will enable the

capabilities of the strategy. A standard set of resources are

normally found in a Home Staging education organization:

o Content delivery over the Internet: A Web Server and Website

o Communication delivery for remote users: VOIP SaaS Provider

o Email Marketing Campaign Capabilities Dedicated Email Service Bulk Emails

o Centralized Location for Service: Service Desk SaaSo Shared Productivity Services

These identified capabilities and resources are the assets

of the Home Staging education company and this list will be the

baseline on what services will be used during the ITIL Service

Operation phase of ITIL.


ITIL Service Design

The ITIL Service Design phase is to deliver a high-

performance service that aligns with the business requirements

and at an affordable cost (Morris and Gallacher, 2012, p. 64).

This stage is where the Service Design Package is created and

these sets of documents contain all the information needed to

bring to the transitional and service operation phases of ITIL.

Some examples of the contents of Service Design Package contain

information on stakeholders, product description, communication

plans, and much more. There are five major aspects of the

service design: Service Solutions, Tools and systems for

management information, Architectures, Measurement systems,

Processes (Morris and Gallacher, 2012, p. 69).

The service solution for StagedHomes.com is to enable the

organization to utilize technology to provide Home Staging

education both live and online. Specifically, this entails using

the baseline as stated earlier: Website, Make/Receive calls,

Email, Service Desk, and File Sharing. The solutions that will

be needed are to utilize cloud based providers such as Amazon


AWS, Ring Central (VOIP), Google Apps (Document Sharing / Email),

and SalesForce.

The second aspect of ITIL Service Design is the Management

Information Systems and Tools. This aspect of ITIL deals with

the information that supports the organization. This includes

all the documents, requirement information of the service, or the

database system. Essentially, the Management Information Systems

and Tools will provide the information to manage the service

effectively (Morris and Gallacher, 2012, p. 70).

Architectures is the third aspect of ITIL Service Design.

This aspect must be taken into consideration when designing a

solution for the Home Staging organization. The ITIL

practitioner (expert/master) must take the current architecture

and plan on integrating the new services into the current

architecture.

Measurement systems is the fourth aspect of a service

design. This means that the service is measurable so that

efficiency and deficiencies can be determined. For example, one

of the projects in the IT Strategy is to implement a voice over

IP solution that will enable employees of StagedHomes.com to


make/receive phone calls. There must be a way to measure the

performance and reliability of the system. This could be in

terms of missed calls, duration, or repeat callers. Being able

to measure the service can determine the quality of the service

generated during the ITIL Service Transition stage.

The last aspect of the service design is the processes of

the strategy. Processes should be able to be improved and if

not, it should be amended (Morris and Gallacher, 2012, p. 71).

For example, manually uploading new graduates of StagedHomes.com

to the website one by one is tedious. This process can be

further enhanced by creating a script that can take an excel

sheet and process all information in it. This will save time for

the employee who will be managing this process.

All five service design aspects must be taken into

consideration when creating and delivering the solution to

StagedHomes.com or any Home Staging organization. The outputs of

the projects utilizing PMBoK will also have this information

during the initiating phase and planning phase from the Business

Case and Project Charter. Before transitioning to the next stage

of ITIL, a complete Service Design Package is necessary for the


project teams who will be doing the work in delivering the

service.

Service Design Package (SDP)

The Service Design Package is the collective information

that contains the plans, processes, and resources that describes

all aspects of the service (Morris and Gallacher, 2012, p. 65).

The SDP will contain information on how the website will be

implemented and used. Along with the implementation of the

website are also the work packages involved to successfully

deliver it to the ITIL Service Operation. This plan should also

cover information for the Project Management Plan to create the

website for StagedHomes.com and all processes involved in

uploading the contents of the website to Amazon AWS (web

hosting). The SDP not only contains information on the web

server, but it also contains information on all the projects that

will be created and used during the ITIL Service Transition and

Operations stages.

Included with the SDP are not just the project information,

but also information on stakeholders, service level requirements,


management requirements, and how the service will be used in the

operating stages (Morris and Gallacher, 2012, p. 65). This is to

name a few but the SDP will have more. The key output of the

ITIL Service Design stage is the Service Design Package this will

be delivered as an input to the ITIL Service Transition stage.

ITIL Service Transition

In this stage, this is where the Project Management Body of

Knowledge (PMBoK) comes into play to assist in the creation of

the Project Management Plan for each project. The Project

Management Plan will contain aspects of all knowledge areas of

PMBoK so that scope, cost, quality, procurement, communication,

risk, and stakeholder areas will be considered to roll out an

effective IT service for StagedHomes.com.

Project Management Body of Knowledge

PMBoK is a best practice framework and while it's not a

required methodology for Project Management, it should be

considered due to its proven success. PMBoK covers many aspects


of a project's life cycle through its 5 phase plan: Initiating,

Planning, Executing, Monitoring and Control, and Closing phases.

The knowledge areas span throughout these phases and each

knowledge area could span to not just one phase, but to several.

For example, finding risk is an iterative process and it will

span through the planning, execute, monitor and controlling

phases.

By using PMBoK to manage the life cycle of individual

projects, ITIL's purpose is to continue the product or service

through its service operation's phase. The knowledge areas

involved in PMBoK that will be used to deliver projects during

the ITIL Service Transition stage are:

Integration Management Scope Management Time Management Cost Management Quality Management Human Resource Management Communications Management Risk Management Procurement Management

A Project Management Plan will integrate all aspects of

scope, cost, time, quality, human resource, communications, risk,


and procurement through the Project Integration Management

knowledge area of PMBoK. This then begs the question: How can

this framework deliver projects during the ITIL Service

Transition that was designed from the ITIL Service Design?

Project Initiating

Implementing an IT strategy for a Home Staging company will

require several projects to be completed for the full benefits to

be realized. Each project will be planned accordingly and

require project sponsor approval. To ensure that the project

initiatives are aligned to the business strategy, Project Sponsor

and Stakeholders are required to sign off on multiple projects,

each stating their intended deliverable in the Project Charter.

Creation of the Project Charter is developed during the

"Develop Project Charter" process of the Initiating phase. The

Project Charter formally recognizes the existence of the Project

and authorizes the Project Manager the authority to apply and

execute the resources necessary to complete the project (Project

Management Institute, p. 62). Additionally, after the completion


of the Project Charter, identifying stakeholders is also key for

a successful delivery of the project.

Identifying key stakeholders who are impacted by the outcome

of the project must also be done during the Initiating phase of

the project. Stakeholders of StagedHomes.com are the upper level

management, employees, the project team members, and the

customers. A plan has to be established for each identifying

stakeholders, what they want, and their level of involvement in

the project. The result of this process will be the Stakeholder

Register. The stakeholder register contains details on

stakeholder information (position, role in the project, and

contact information), assessment information (requirements and

expectations), and stakeholder classification (Project Management

Institute, 2013, p. 398). This key document's lifecycle doesn't

end here, but it is constantly updated throughout the entire

project lifecycle. By having the stakeholders engaged in the

projects of the IT strategy, stakeholder buy-in will drive a

higher successful project completion. This leads to the next

stage on the IT implementation stage of this part of the project

life cycle.


Planning

Each requirement of the IT strategy will require a Project

Management Plan that encompasses the knowledge areas from PMBoK

(Remember the approved projects from page 3 of this research

paper. That is the focused projects). The Project Management

Plan is created through the Project Integration Management

knowledge area of PMBoK. Included with the analysis from each

knowledge area also results to the Performance Measurement

Baseline. The Performance Measurement Baseline contains the

baseline of scope, schedule, and cost which will be used as a

guide and reference when doing the project work during the

execute phase (Mulcahy, 2013, p. 127). Risk assessment is also

required during the planning phase.

During the planning process of each project, risk assessment

is needed to create a contingency response and risk reserves in

the event risks present a threat to the project's scope, quality,

and cost baseline. For example, implementing the web server for

StagedHomes.com introduces several potential risks upon

deployment to the organization’s operational environment:


Unresponsive website usage due to capacity problems related to server overutilization.

Website design issues causing unresponsive use to

stakeholders.

Not enough network bandwidth.

Cost overrun using too much bandwidth (or over paying for less bandwidth).

Each Home Staging IT project will contain risk registers

that will be created from identified risks from experts,

brainstorming, or risk tools such as a tornado chart (Schroeder,

Alkemade, & Lawrenece, 2011, p. 3). Included with this is the

contingency reserves added to the cost management plan that will

accommodate any risks that are triggered during the project

phases. Planning is also an iterative approach and it's always a

good idea to go back to the beginning of the planning phase to

see if additional information on scope, quality, cost, or risk

assessment was missed.

The Project Management Plan will contain information from

scope, quality, cost, procurement, risk, time, human resource,

communications, and stakeholder knowledge areas. The plan will

also contain the performance measurement baseline that will


outline the implementation of the IT strategy that will enable

the Home Staging organization. A detailed work breakdown

structure will also be present that will outline the work

packages and the details (WBS Dictionary) of each project. After

planning for each project is complete, a kickoff meeting will

take place and lead to the next phase of the IT project.

Executing

Each IT project will go through the execute phase of PMBoK

to do the project implementation. The input to the "Direct and

Manage Project" is the comprehensive Project Management Plan that

details all the information about the project and what the work

entails. The Project Manager and the team must stay consistent

to the performance measurement baseline to stay within the range

of the scope, cost, and quality of the project (the triple

constraint of all projects). Sometimes change is needed so a

process must be in place to prevent unneeded changes (especially

if it's for a new type of project).

The last thing a project needs are scope changes.

Specifically, scope creep changes that are added during the


project life cycle. The project team must stick to the project

plan but if a change to the project is absolutely necessary,

change requests must go through a change control board for

approval. Stakeholders or sponsors who requests such change must

be presented a report of the impact on the quality and cost for

the change. Some changes could be due to risks triggering

responses from the risk register but there are risk contingencies

that will cover for such risks (threats).

Risks can take the form of being a threat to the projects

scope, quality, and cost baselines or the risk could present an

opportunity. The largest project on the Home Staging IT strategy

is developing a website for customers. The website contains

several components that will enable the website to give customers

the contact information of the company; find class gallery

pictures to use for customers business; or legal documents to use

for a stager's Home Staging business. A risk that could deter

users away from using the website could be overutilization of

hardware load on the server. Risk mitigation is the response and

should be well documented during the planning phase of the

project. A solution in the risk register could have an entry to


have multiple cloud providers who can provide elastic computing

services for hardware and network load balancing so that the web

services remain stable during the initial demand.

Another important aspect of the planning phase is to manage

stakeholder engagement and stakeholders. During the planning

phase there should have been a document called the “stakeholder

register” that has information on stakeholders that should be

kept up to date on information. A project management plan on

stakeholders should have also been created that contains

information on preferred communications, expectations, and the

level of engagement particular stakeholders should be met.

In the execute phase of each project, stakeholders must be

engaged and expectations must be met in order for the project to

be successful. The CEO of any Home Staging organization is

directly affected by the performance of the entirety of all the

projects’ success. This stakeholder must be kept up to date and

ensured that the output of the project is working as intended.

The method of communication delivered to the CEO will be

documented in the Project Communications Plan in the Project

Management Plan. There are many stakeholders involved and this


also includes all users of the website, phone system, or onsite

equipment during live training courses of the Home Staging

education company. The completion of the execute phase leads to

the monitoring and controlling phase of PMBoK.

Monitoring and Controlling

Measuring the performance from the baseline is important in

this part of the project life cycle. StagedHomes.com and any

Home Staging organization stakeholders will want progress report

on the status of each project. To deliver projects to the ITIL

Service Operations stage, completed products and services of the

IT strategy must first be checked for scope, quality, and cost.

Are these three constraints performing to the baseline of the

project?

Controlling the scope of the project in this stage of the

project life cycle is important. Scope creep could happen and

this happens often, especially in a Home Staging business.

Stakeholders will think of new ideas that will add to the scope

of the project and because of this, this could impact the quality

and cost of the project. Scope must be kept in control and most


request may just be a new project. This same rule applies to

controlling the schedule, costs, quality, communications, risks,

procurements, and stakeholder engagement (Mulcahy, 2013, p. 87-

89).

Taking into account stakeholder needs and their view of the

project is also important. Monitoring the risk and issue log

will be necessary as it could contain problems reported by

stakeholders. Satisfying stakeholder needs will guarantee the

alignment of the project is correct with the business need.

Stakeholders must see this to see the value in the project.

Stakeholders also require reports generated from Work Performance

Information (Mulcahy, 2013, p. 35). The data found from doing

the project work will contain analyzed data to see if the work

was aligned to the Project Management Plan (Mulcahy, 2013, p.

35).

The last step in this phase is to get verification from the

customer (internal or external) and gain approval of the

completed deliverables. Acceptance of the project deliverables

will let the team know how they performed from the customer’s

perspective of the project and can reference the project baseline


to see how they compared to the project plan. Achieving customer

acceptance of the deliverables will initiate the next step of the

project life cycle.

Closing

In this last phase of the project life cycle, this is where

the project ends, lessons learned created, and documents are

archived for future projects. First activity that the Project

Manager should do is make sure that the requirements are

completed. While this may have already been done in the

monitoring and controlling phase, it’s also good to get

acceptance from the Project Sponsor and finalize any procurement

documents that are still open.

During the execute phase, choosing sellers and selecting

vendors is part of the Project Procurement Management knowledge

area. Selecting vendors that will run the web infrastructure in

one of the IT projects is required. By now, utilizing cloud

based technologies that also contain elastic (growing or

shrinking) features for hardware, software, and network will be

needed to deploy a website. Procurement documents should be


finalized in the closing phase to let vendors know that the work

is complete.

The next activity in the closing phase is the product or

service handoff to StagedHomes.com. Each project will be tested

in the ITIL Service Transition stage and all information created

throughout the project’s life cycle will be added to

StagedHome.com’s IT operations. This completes the Project

Management part in the ITIL Service Transition and all tested

services and products will be transitioned to the live

environment.

ITIL Service Operations

At this point of the IT strategy plan, IT projects are

rolled into production after heavy testing of the services during

the transitional stage of ITIL. ITIL Service Operations goal is

to ensure that the level of service is the same as what was

agreed upon on the service level agreement (Mulcahy, 2013, p.

212). During this stage, the IT plan that was agreed upon from

the ITIL Service Strategy and the Projects are live and the


activities of the technologies are supported through its

operation stage in the Home Staging organizations infrastructure.

This is where the benefits of having an IT Governance

framework (ITIL) and PMBoK Project Management methodology

combination comes from. By having the projects complete the

deliverables necessary by ITIL, ITIL will be used to continue the

ongoing support after the project lifecycle ends. This ensures

that services are measurable and processes are enabled so that

there are standards at StagedHomes.com to keep ongoing IT costs

to a minimum and enable the organization to easily fit future

solutions should the company need to migrate to another system.

Technical Management

The Technical Management are the processes enabled at

StagedHomes.com that ensures there are adequate support personnel

to manage the IT infrastructure (Mulcahy, 2013, p. 215). For

example, one of the projects involved is to enable staff to make

and receive phone calls using VOIP technology. Technical

Management ensures there are people in the company who can help

troubleshoot and maintain the phone system when necessary. There


is also the Applications Management which is the counterpart in

supporting the overall IT infrastructure.

Applications Management

Part of the ITIL Service Strategy is to integrate all the

departments of a Home Staging company so data is shared between

all departments. SaaS provider SalesForce.com is the recommended

cloud platform to integrate in the IT infrastructure and this web

application will enable processes through the marketing and

technical support departments. Just like the Technical

Management process, Application Management must have personnel

who can support internal and external stakeholders for

maintaining the application.

Service Desk, Incident, and Problem Management

Not just in a Home Staging organization but in any industry

that has products must include support for customers. A gateway

for Home Staging business partners and clients to report problems

is called the Service Desk function. When problems arise with

service or products of the organization, customers will first


contact help through the Service Desk of the organization. The

problem is then logged and if it’s a high severity issue, Problem

Management will help create a workaround until the root cause is

found and repaired.

The projects have been fully transitioned to the operational

stages. During the ITIL Service Operation stage is where the

solutions are fully utilized and supported by organization.

While the solution is complete and being used, continuous

improvement will be required so the solution is constantly being

updated and improved upon. This leads to the Continual Service

Improvement stage of ITIL.

ITIL Continual Service Improvement

Using the IT services that were designed and produced during

the ITIL Service Transition phase can be improved on. Identified

improvements could be operational changes that require going

through the change management process or it could be an entirely

new project and will require reinitiating the processes of PMBoK

Project Management to bring additional benefits to operations.

The aim for ITIL Continual Service Improvement (CSI) is to


improve IT service delivery and the quality of the service

(Mulcahy, 2013, p. 286).

Improving Processes: Deming Cycle

W. Edwards Deming is known for his famous management

approach: Plan-Do-Check-Act (Mulcahy, 2013, p. 292). In the Plan

part of the Deming Cycle, it’s exactly what the term means.

Essentially this part is the planning for quality improvement of

a process and the plan should be measurable and achievable. Part

of the “Do” stage of the quality life cycle is to execute the

plan. The “check” is to study what was done from the “do” stage

and compare it from the plan. “Act” stage requires to do any

corrective action if the implementation deviated away from the

plan. This is one of the many improvements that can be used to

improve quality or cost of any of the projects that are

implemented at StagedHome.com.

ITIL and PMBoK

This unique combination of frameworks provides the

flexibility for not just large organizations, but also small


businesses to implement IT services or products that aims to

align to the business strategy of the company and achieve

stakeholder buy-in by engaging stakeholders (Ross, Weill, &

Robertson, 2006, p. 120). The purpose of ITIL is to deliver an

IT service or product that focuses on value to the stakeholder.

Using PMBoK at certain phases in ITIL will help deliver projects

that utilizes the benefits of saving money and control of the

Project schedule to help deliver projects in a timely matter in

the ITIL Service Transition and to the Operational stages of the

organization.

StagedHomes.com and many Home Staging organization can

utilize both these frameworks to maintain the IT infrastructure

in the most effective way possible. The company can easily use

any cloud provider for IT services such as email and switch to

another if there are service problems in the IT solution. If the

email system isn’t functioning correctly and not providing the

value it was intended for originally from the design (normally

found in the ITIL Continual Service Improvement), through ITIL

CSI a new project can be initiated in ITIL Service Transition


stage that will also utilize PMBoK to deliver the new project to

the Service Operation stage.

This setup uses an agile approach to implementing IT

solutions to the organization. Jonathan Hujsak (2011) states by

sensing the need to improve services based on market changes,

StagedHomes.com can quickly adapt the IT infrastructure to

accommodate new changes to the infrastructure (p. 202). This

will give not just StagedHomes.com, but any Home Staging

organization the ability to change web hosting cloud providers or

email providers when possible. This will give the benefits of

agility, latest technology, and huge cost savings. This is the

biggest benefit to a small business who can compete at resources

only bigger corporations can achieve.

Conclusion

Applying the practices of the Project Management Body of

Knowledge and IT Infrastructure Library is an effective

combination that can deliver the value of IT service and products

to stakeholders. This is especially useful for not just Home


Staging organizations, but all industries that require the tools

necessary to gain stakeholder buy-in and a management plan that

enables the success of projects. By using PMBoK, projects are

delivered to completion and transitioned to the ITIL enabled

organization. ITIL enables the delivered projects to continue

its life cycle through the ITIL Service Operation. The projects

are continually improved through the ITIL Continual Service

Improvement stage to better improve processes and functions.

This methodology will help StagedHomes.com and all Home Staging

organizations take advantage of integrating new IT solutions and

be agile to new requirements to remain competitive in a changing

market.


Works Cited

Gallacher, L., & Morris, H. (2012). ITIL foundation exam study guide.

Somerset, NJ, USA: Wiley.

Hujsak, J., Hugos, M., Hill, A., & Flemming, B. (2011). In Stenzel

J. (Ed.), CIO best practices (1st ed.). USA: John Wiley & Sons, Inc.

Mulcahy, R. (2013). PMP exam prep (8th ed.) RMC Publications, Inc.

Project Management Institute. (2013). Project management body of

knowledge (5th ed.). Newton Squre, PA: Project Management

Institute, Inc.

Ross, J. W., Weill, P., & Robertson, D. C. (2006). Enterprise architecture

as strategy. Boston, Massachusetts: Harvard Business School Press.

Schroeder, B., Alkemade, J., & Lawrence, G. (2011). Risk management

- A key requirement for project success.31(1)

Implementing ITIL and Project Management in a Staging Business

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