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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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Sunday, May 10, 2009

Defining IT Services Podcast

When Defining IT Service Start From A Top Down Perspective

Knowing where to start is half the battle and when it comes to defining IT services it is even more important. One of the frequently asked questions I hear when talking to people about defining IT Services in preparation for a service catalog project is “Where do I start”?

Left to our own devices we will often start with what we know best, “Technology” and struggle to articulate IT services from a bottom up approach. The challenge with this approach is that very rarely if never will a service be limited to a specific technology or component. Even a basic IT Service Offering such as Desktop Productivity which is usually manifested to the customer as a desktop or laptop computer is not solely comprised up of just the laptop itself. As the last blog post establishes any service is usually a combination of service elements (intangible) and products (tangible).  The tangible laptop product is only one component of the Desktop Productivity service which has bundled into it other key service elements such as security, virus management, image management, service desk support, etc.. This is the reason that the laptop down at the local Big Box technology store costs only $400.00 while your laptop has a unit cost of $1800.00.

To mix things up a bit I have put together podcast on the Service Definition Process which represents a summary of one of the sections out of the Pink Elephant book “Defining IT Success Through The Service Catalog”

Defining IT Services

In summary when defining IT Services break away from the mode of starting with technology and first seek to understand the business you support.

For more information check out the Practitioner Radio Episode 7 - The IT Service Catalog - The Product Is Not The Totality of Your Service

Troy’s Thoughts What Are Yours?


“The bird that would soar above the plain of tradition and prejudice must have strong wings. ” ~ Douglas Adams


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Posted by Troy DuMoulin on 05/10 at 08:14 PM
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Don't Panic

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