What is our project and service management model?
Our model combines recognised good practice, international standards and what we’ve learned from leading customer engagements ourselves. It covers the whole customer journey, from sales handover through project delivery to continuous services and managed closure.
It includes practical guidance, templates, checklists, and tools for the situations our leads encounter in their work with customers, helping ensure the basics are always in place.
For you, this means:
- Less dependency on key people, so work continues smoothly through changes in the team
- Consistent quality across projects and services means customers can rely on the same high standard every time
- A clear structure for roles, responsibilities, and follow-up means everyone knows what they are responsible for and how progress is tracked
- Well-planned transitions from projects to ongoing services mean work continues smoothly after the project ends
A model that lives in practice
Our model isn’t just a document. It’s a working part of how we lead customer engagements. It is:
Built by Solitans. Our own Project and Service Leads shaped the model, drawing on experience across customers and industries.
- Certified to international standards. The model is part of Solita’s ISO 9001-certified quality management system and ISO/IEC 20000-1-certified service management system.
- A common foundation. It gives all our Project and Service Leads a shared way of working, across customers and types of delivery.
- Always evolving. As technology, customer needs and the way we work change, we update the model based on what our people learn.
Six reasons why this matters to you
The same foundation for every lead. Whether your Project Lead has been with Solita for years or has joined us recently, they draw on the same practices, tools, and community.
Less administration, more value. When the basics are already in place, no one has to reinvent them. Your Project Lead can spend more time on what matters: your goals, the team, and the results.
Flexibility within structure. We don’t force you into our mould. The model adapts to your processes and governance while keeping Solita’s quality standards. And because we’ve seen what works elsewhere, we can suggest improvements too.
Structured follow-up. Challenges can arise in any engagement. The model gives our Leads a structured way to track progress and risks, so issues can be raised and addressed early.
One approach for the full lifecycle. From kick-off to go-live, through continuous services, and all the way to a managed closure, the same model supports the work. You don’t need a new way of working when your project becomes a service.
Guidance at your fingertips, powered by AI. The model is integrated with Solita FunctionAI®, so our Project and Service Leads can ask a question in their own words and get answers based on the model, with links back to the original guidance. AI helps them find the right guidance quickly. It supports their judgement but doesn’t replace it.
Structure, with people at the centre
Our model provides structure, while the principles behind it guide how we put it into practice:
- People at the centre, with processes that support the work
- Recognised good practice, combined with our way of working, refined through real delivery experience
- Living guidance, kept up to date and easy to reach through AI
This reflects our Project Lead Manifesto. Good leadership means taking care of the team, building trust through honesty and keeping the bigger picture in view, so the work stays focused on what matters to you. The model provides the structure. People bring it to life.
