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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, June 23, 2009

OGC Accredits Licensed ITIL Software Assessors

A Need Will Always Find A Way!

From the earliest days of speaking and teaching about ITIL around the world a common question has always been asked of the bright-eyed ITIL champion, trainer or consultant.

“That’s really interesting but what tools support this model?”

It’s not surprising really! Apart from the fact that we who work in IT are generally enamored with our gadgets and technologies, there really is no getting away from the very real need for integrated IT Management tools. Lets face it, to even get close to the level of process integration, measurement and workflow that ITIL processes hint at you need some serious automation.

It is for this very reason that 10 years ago Pink Elephant developed an independent ITIL software assessment method called PinkVERIFY, which owes its birth and invention to necessity.  Simply put – PinkVERIFY does two things:

  1. Describes the requirements for tools to support good IT service management, on a process-by-process basis.
  2. Lists tools we have “verified” to meet those requirements for each process.

However it was not our initial desire to tread this path alone, we first approached both the OGC and ITSMF about providing this service but at that time they showed no interest. David Ratcliffe describes the drivers and history well in his blog post “Why PinkVERIFY?” 

For the last decade it has been a lonely road and as you can imagine we have received our fair share of praise and critique from our advocates and detractors but a key point is that we continued to develop PinkVERIFY, always publishing everything openly so that anyone could see how the method worked and suggest improvements.  The value of PinkVERIFY is attested by the fact that today we have over 30 IT management vendors, who have voluntarily submitted their tools for “verification”; and presence on the PinkVERIFY list has become an essential requirement for tools to make the short-list on many organizations RFPs.

However as ITIL itself has matured over the last 20 years the value of what PinkVERIFY promises has now been acknowledged by the bodies that govern the ITIL framework. The big news is that on May 1st 2009 the OGC launched a program to officially recognize that there’s value in assigning an “ITIL badge” to software assessment services such as PinkVERIFY. Note that OGC has NOT developed a software assessment service itself, but has simply established criteria and requirements for how software assessments should be done by organizations which offer this service. (This is exactly how the “official” ITIL education programs are promoted – OGC sets standards and training organizations apply to be accredited to deliver programs that meet those standards). So, organizations, like Pink, who have an interest in conducting software assessments for IT Management tools can now apply to be officially recognized as licensed assessors under this new software accreditation scheme and the vendor and practitioner communities can then have confidence that OGC has undertaken some diligence on their behalf, ensuring that the software assessment scheme has some merit.

Well, we always knew that PinkVERIFY was useful – the vendors and practitioners have been telling us so for over 10 years! – but it will be nice to also have OGC’s blessing too, and so Pink Elephant has submitted an application to OGC to become accredited under the new software assessment scheme. I look forward to posting again in a few weeks with an announcement that PinkVERIFY has been recognized by OGC and that Pink Elephant has become a Licensed Software Assessor.

ITIL Software Scheme 

1st May 2009, High Wycombe, Buckinghamshire, UK… The Office of Government Commerce (OGC) are announcing The ITIL® Software Scheme - a new software endorsement scheme which allows software tool vendors to submit their ITIL based software tools for assessment to a Licensed Software Assessor….

In order to become a Licensed Software Assessor, an organisation must successfully pass an audit. They can then assess tools and forward recommendations to The APM Group. Licensed Software Assessors must meet eligibility criteria and include certain core assessment criteria within their assessment models.  They are monitored to ensure they are working to standards set by OGC. 

Troy’s Thoughts What Are Yours?

“Success is simple. Do what’s right, the right way, at the right time.” Arnold H. Glasgow


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Friday, June 19, 2009

Extra! Extra! Official ITIL Certification For Service Catalog

“The Service Catalog - Cornerstone of IT Service Management”

Having just landed from our 3 week PinkPERSPECTIVE tour (and boy my arms are tired) I would like to comment about the exciting news on the ITIL education front that broke on Monday of this week.

Since the launch of the ITIL v3 certification model two years ago we have heard of the coming introduction of accredited course offerings recognized by the owners of ITIL as “complementary guidance.” The concept of recognized and accredited courses that provide specific and targeted knowledge on key subjects makes a lot of sense for individuals who have a specific role to play within an IT Service Management context or are tasked with the design and deployment of a focused element of ITSM practices.

It seems fitting and right that one of the first courses to be recognized under this new model would focus on the service catalog which stands at the heart of any IT Service Management program. Pink is proud to be a part of the group of companies that participated in the development and launch of this new certification announced by APMG this week.

As an organization we have been teaching a course on the Service Catalog for several years. ITIL Practitioner: How To Define & Implement A Service Catalog According To ITIL Best Practices based on ITIL and a book on the subject I co-wrote with Rodrgio Flores and Bill Fine of newScale. “Defining IT Success Through The Service Catalog” 

As lead of our consulting practice I know that this subject is the most frequently requested service we get ask to help organizations with in 2009 so the timing is right for an ITIL accredited course on this important subject.

Here is a part of the Press Release from APMG’s Website:

Link: APMG-International to launch new Complementary Qualification

15 June 2009, APMG-International, High Wycombe, UK announces the release of a Qualification for Service Catalogue. The qualification initiated by market leaders newScale, headquartered in San Francisco and Pink Elephant in Toronto, Canada, has been developed over the last several months and is the second complimentary qualification for the ITIL Qualification Portfolio.

The Service Catalogue qualification was subject to independent review and scrutiny by the International Qualifications Committee of itSMF International, the leading Service Management movement with 52 different Chapters.

Colin Rudd, itSMFI Director of Professional Qualifications and Certifications said, “The importance of an accurate Service Catalogue cannot be underestimated. Candidates can now gain a recognized qualification in this discipline whilst working towards their ITIL Expert Certification.”

Service Catalogue is a new qualification that looks at new ways to control demand, publish and track service pricing and cost, and automate service request management and fulfilment. Service Catalogue also looks at ways to help reduce cycle time. Implementing workflow can reduce the time it takes to fulfil services, saving numerous hours per request. Organizations can thus reallocate precious staff time to more strategic initiatives.

Rodrigo Flores, CTO and Founder of newScale says “The Service Catalogue is the engine that drives IT Service Management and we are delighted to support the launch of a global certification programme establishing professional credential for this core process. Based on our experience, organisations are saving millions of dollars a year through effective Service Catalogue and this will be critical for organisations as we move out of recession.”

AVP of Product Strategy at Pink Elephant, Troy DuMoulin says, “Having spent many years teaching and assisting organizations in adopting IT Service Management, we’re pleased to be associated with the launch of this new certification. Our experience and client feedback confirms that the Service Catalogue is the cornerstone of any ITIL initiative. We’re encouraged by this exciting development in the professionalism of Service Management.”

Richard Pharro, CEO of APM Group says, “We are thrilled to have been chosen by newScale and PINK to take over the Service Catalogue Certification and to create an international standard for one of the key tools in service management.”

Sharon Taylor, ITIL V3 Chief Examiner says, “qualifications which help further promote specialized knowledge from within ITIL practices will be a welcomed addition to the overall Qualification Scheme. We are pleased to continue to offer more choices for ITIL certification.”

To see Pink’s Press Release with more detail around the certification and the number of credits awarded to the new certification visit our site: Pink Elephant Press Release 

These are exciting times and I am looking forward to seeing other key topics recognized in the ITIL model for Complementary Guidance.

Troy’s Thoughts What Are Yours?

”Change does not necessarily assure progress, but progress implacably requires change. Education is essential to change, for education creates both new wants and the ability to satisfy them. ~Henry Steele Commager”



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Friday, June 05, 2009

Disruptive Technologies And ITSM Tools

“Changes In the Wind For the ITSM Tool Community”

As I prepare to join my fellow Pinkers on this years multi-city PinkPERSPECTIVE Roadshow, my thoughts wander to the many technology changes that are impacting the collective lives of those of us who are involved in IT Service Management. Aside from the obvious impact of the economic climate there are several disruptive technologies that are changing the rules of the game we have known until now.

The Impact of Software As A Service: (Sometimes it make sense to rent versus own)

The growing popularity of Software As A Service (SaaS) models and the maturing of the concept of Cloud Computing as an alternative model for purchasing IT Services is driving many changes in the options available to ITIL project managers looking for an ITSM solution. Whether it is a short term or long term strategy SaaS has many compelling arguments to consider such as speed to implement, limited capital investment in infrastructure, predictability in costs, etc..

In the ITSM Tool space vendors such as Service-Now have pioneered this model and many of their traditional client server based competitors are now following suit by offering their tools in a hosted model. This is particularly true of those tools which are based on Web and browser technologies versus a traditional installed client model. I have been watching Service-Now’s development with interest over the last few years as they have grown their client base with many impressive wins and have driven change in the rest of the ITSM Tool space with an innovative solution that has been developed based on ITIL best practices from day 1. In a recent article posted by Rhett Glauser “An expensive compliment from a friend”  Rhett describes Service-Now’s challenges with and thoughts on the question of Tool Certification and their upcoming engagement with our PinkVERIFY service.

The Growing Popularity of Living In The Clouds

On a related topic my friend Rodrigo Flores of NewScale has launched a new blog called “Cloud Front Office” where he discusses the concepts of public and private cloud computing strategies as a powerful tool to support the rapid deployment and provisioning of IT services in a virtual environment. The concept of Cloud Computing combined with SaaS has been gaining in popularity and maturity for several years. With the emergence of private clouds where you can contract with a provider to create a Cloud environment within the safety and security of your own IT walls many of the last resistance factors are quickly fading away. When the average metric for a hosting service is around 12 cents a CPU hour and the added pressure of not having the same latitude as in years past to spend on IT infrastructure without constraints, the concept of turning to cloud based solutions for both development and production environments is coming of age.

The Emergence of Open Source ITSM Tools

One of my personal rants for the past several years as been about the lack of movement towards an open data model or architecture for ITSM tools. We have had the CMDB Consortium around for years, The World Wide Web Consortium (W3) has been working on a Service Modeling Language (SML), and recently another group was formed to develop a standard Service Portfolio and Catalog Language (SPACL).  Lots of action but little movement if you know what I mean! In my view this is largely due to a general lack of an Open-source tool community in the ITSM space. It is my perspective that only when the vendor community is faced with a strong open alternative will they move to adopt open standards. At our conference in February I was delivering this traditional cry of frustration when I was approached by a person claiming to have worked on the development of one of the first Open Source ITSM Tools sets. OTRS stands for Open source Ticket Request System and is available for free for those who are of a mind to try their hand at its configuration. I realize it is early days in this category but it is nice to see the emergence of Open Source alternatives.

We plan to talk about these interesting developments at our PinkPERSPECTIVE events over the next two weeks and look forward to dialoging with those of you whom I meet on our 8 City Tour.

Troy’s Thoughts What Are Yours?

”Disruptive technologies: These are wild and unexpected technological breakthroughs that require corporations to radically rethink their very existence.” ~Christensen 

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