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The Hitch Hiker's Guide to the ITIL Galaxy and Beyond

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Troy DuMoulin, AVP of Product Strategy

Troy DuMoulin is an experienced Executive Consultant with a solid and rich background in business process re-engineering. Troy holds the Management Certificate in ITIL and has extensive experience in leading Service Management programs with a regional and global scope. His main focus at Pink Elephant is to deliver strategic and tactical level consulting services to clients based upon a demonstrated knowledge of organizational transformation issues.

Troy is a frequent speaker at ITSM events and is a contributing Author for the ITIL “Planning to Implement IT Service Management Book.” He also works with ISACA on COBIT v4 development.

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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Saturday, August 29, 2009

Cultural Roadmap For ITSM Adoption

The Road To IT Service Management Has Several Cultural Shifts

A few months back I wrote an article called the “Incident, Problem, Change Dance” which has as its central premise the claim that while ITIL is now over 20 years old most organizations have struggled to adopt Service Management best practices beyond a few of the operational and service transition processes.

This article and screencast is focused on providing an explanation for this interesting fact and is based on an observation that demonstrates that there are significant cultural and governance shifts that must first occur before and organization is ready to successfully to adopt certain practices.

For several years I have spoken and written about an ITIL adoption roadmap based on the logical sequencing of process and data dependancies. For those who are interested you can find some of my writings on this subject on a series of blog posts starting with: ITIL Implementation Roadmap. However, it is my personal experience and belief that logic alone is not adequate for establishing an ITIL roadmap. To fully develop an ITIL adoption strategy the cultural readiness of an organization must be taken into account. Also related to this understanding is the discussion of whether you believe IT needs to be “aligned” or “integrated” with the business organization.

In the spirit of switching media formats from time to time I have prepared a short Screencast on my thoughts.