Managing an ITIL SaaS Implementation IT program: A Case Study

TL;DR: It is concluded that building feedback loops on program and project level will help to obtain program benefits in a controlled way.

Abstract: The case study “Managing an ITIL SaaS Implementation IT program” provides insight into the management of multi-year MSP-programs Techniques will be shown how to manage dynamic complexity of such programs, how to setup and run in parallel running projects with pre-defined feedback loops to control scope, time and budget This paper describes activities carried out during program initiation, program setup, delivery of program benefits and program closure On project-level activities are described to concept, design, build and operate SaaS services This paper concludes that building feedback loops on program and project level will help to obtain program benefits in a controlled way