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Troy DuMoulin, VP, Research & Development

Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope.

He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.

 

The Guide

"This blog is dedicated to making sense out of the shifting landscape of IT Management. Just when we thought we had a good handle on managing technology, the job we thought we knew is being threatened by strange acronym’s like ITIL, CMMI, COBIT, ect.. Suddenly the rules have changed and we are not sure why. The goal of this blog is to offer an element of sanity and logic to what can appear to be chaos."


Hitch Hiker's Guide to the Galaxy

"In many of the more relaxed civilizations on the Outer Eastern Rim of the Galaxy, the Hitch Hiker’s Guide has already supplanted the great Encyclopedia Galactic as the standard repository of all knowledge and wisdom, for though it has many omissions and contains much that is apocryphal, or at least wildly inaccurate, it scores over the older more pedestrian work in two important respects.

First, it is slightly cheaper: and secondly it has the words DON’T PANIC inscribed in large friendly letters on its cover."
~Douglas Adams

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Tuesday, August 19, 2008

2nd Edition: Defining IT Success Through The Service Catalog

A Practical Guide For A Very Relevant Topic

I set myself a goal today to write about the release of the 2nd edition of the very popular Service Catalog book co-written by Bill Fine, Rodrigo Flores and myself last year. I see from my news reader that my co-author and friend Rodrigo Flores from newScale has also provided a great review on his blog site

So why the need for a 2nd Edition?


The Service Catalog is the top subject du jour for many organizations adopting IT Service Management!

The popularity of this topic is not surprising for several reasons we discuss frequently on this blog including:
Are you being served?
Service-based costing
The role of the Service Owner
The evolving Service Organization
The nature of the service catalog

The first edition of the book has been on the market for just over 18 months and during that time it has sold out of multiple print runs.  Over the last two years, during which I have been writing content for this site and tracked how people have found their way here, a great percentage of the searches and queries have been related to IT Services and specifically the Service Catalog. 

The book’s first release was a few months prior to the release of ITIL version 3. This second edition has been updated to align language and concepts with the V3 IT Service Lifecycle model and the roles defined in the new ITIL books. We have also added new content around Request Fulfilment, implementation considerations and ITSM tool requirements for the Service Catalog and related processes such as Service Portfolio Management and Financial Management.

Here is a copy of the back cover text for your interest:

Building on the success of the first edition, this new edition is aligned with the latest, vital ITIL version 3 content. At the core of this volume is the fundamental principle that the IT Service Catalog has transformed from its role as being one output in the Service Level Management process to becoming the cornerstone deliverable item of a successful IT Service Management organization.

NEW! Service Catalog Tools chapter! The Service Catalog is the tool through which IT can define its business value by providing clear, easy-to-access services and support for all other business units striving to achieve corporate goals. This edition gives practical guidance on how to setup and develop the structures of the Service Catalog. Readers learn how the Service Catalog plays a critical role in demonstrating real value to the consumers of IT services including:

• Business Customers • Business Users • Peer IT Groups Written by industry experts and using real case studies, this valuable text takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and provides the steps for a successful implementation within any organization. FREE Service Catalog Templates included making this book one of the most valuable additions to your IT library. Visit www.pinkelephant.com to access these templates.

Apparently many of you who have purchased the first edition of the book have found it to be practical and useful on your IT Service Management journey. The following quotes are based on reviews posted by our readers: Read what Amazon customers have to say about the first edition! “Good introduction and advanced info on Service Catalogs. I have only been through the first half of the book, but that has been a great start…” “This book is a simple and robust approach to move IT in the service direction…” “I was very pleased with the book on several fronts. I’ve seen too many people hitting the CMDB wall, in part due to a lack of efforts in developing a Service Catalog. Thanks guys, for help folks avoid a savage journey and finding the Right Road.” “I stumbled upon this book through a Service Catalog webinar I attended recently and I have to say that based on the lack of subject matter available on Service Catalogs I didn’t expect much.” Visit Amazon to read more! For those of you who would like to buy a copy of this new edition, the book will be making its debut appearance at the upcoming ITSMF Fusion conference in San Francisco, where I will be speaking on the topic of the Service Catalog.  Pink Elephant will have copies for sale at our booth and the book will also soon be available on our website as well as other online suppliers. At the Fusion event, Rodrigo, Bill and I will be available for book signing opportunities.  If you are at the show stop in at the Pink booth and say hello. Troy’s thoughts what are yours? “Disconnecting from change does not recapture the past. It loses the future.” ~Kathleen Norris, O Magazine, January 2004
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Posted by Troy DuMoulin on 08/19 at 12:29 PM
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Don't Panic

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