Pink Elephant
The IT Service Management Experts

Troy's Blog

The Hitch Hiker's Guide to the IT Galaxy and Beyond
Don't Panic



Troy Dumoulin Photo

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


Troy On Twitter

Recent Entries



Other Blogs


Thursday, November 19, 2009

ITSM / ITIL Program Leadership

Transformation Efforts are Always Most Successful When Led from Top Down

Here we are in the middle of November with the US Thanksgiving just around the corner and I find myself thankful for a very busy 4th Quarter leading into the holiday season.
While it means that I and my team are on the road, it also is very encouraging to see the evidence of our Economy turning in a positive direction.

Over the last few weeks I have been meeting with the Senior Leadership teams of several of our customers across the continent who are all re-starting their ITIL projects or finally taking the first steps into the ITSM adventure. My observation it that the Senior Leadership responsible for an ITIL program really benefit from a 1 day working session with their peers where the people, process, technology and governance considerations are discussed and addressed. This type of kick of session serves to put everyone on the same page so to speak as well as provide the leadership with a vision of how to accomplish the Service Management program they are envisioning.

The Agenda for this 1 day Executive Workshop typically looks like this:

Learn about the IT Service Life cycle as well as the business drivers for service management and key trends that are impacting IT Service Organizations. This one day executive session focuses on what senior managers need to understand about the life cycle approach and how it links to business value generation and IT strategy.

Workshop Agenda

Strategic ITSM Overview

  • Introduction To Service Management & ITIL
  • ITIL Benefits
  • Business drivers for ITIL adoption
  • Linking IT Service Management and business value

The IT Service Management Lifecycle

  • High-level overview of the structure, components and processes of the five core ITIL books (Service Strategy; Service Design; Service Transition; Service Operation; Continual Service Improvement)

Process Governance & Organizational Considerations

  • Process Governance / Ownership / Management
  • Service Ownership
  • Business Engagement Roles

Roadmap To Adopt ITIL

  • Suggested ITSM Roadmap

IT Management Tools & Process Automation

  • Process automation and integration considerations
  • Industry trends and vendor positions
  • Developing a tool architecture strategy

Facilitated Discussion About Next Steps

In fact we believe so strongly in this workshop we are offering it at our annual conference in February as a pre-conference 1 day Executive Session:


Other News of Interest:

While the past couple of months have indeed been busy I have had the opportunity to participate in a couple of interesting Multi Media sessions.

Interview by Rob England (The IT Skeptic): Follow this link to listen to a recorded interview and for a preview of a conference session I am doing on “5 Tips For Developing An ITSM Strategic Road Map

Speaking of Rob England and keeping in tune with the Theme of this blog post I highly recommend Rob’s book “Owning ITIL: A Skeptical Guide for Decision Makers” which has specifically been written for those individuals who have been given an ITIL project to sponsor or run and are now wondering what they have gotten themselves into!

Service Catalog Certification: At Pink we are proud to have participated in the development of the new Service Catalog certification and the following link will take you to a short video clip where I am interviewed as part of this new certification launch.

Well onward and upward my friends as we power though November and into December!

Troy’s Thoughts What Are yours?

If you want something done, ask a busy person to do it. The more things you do, the more you can do. ~Lucille Ball

(0) Comments
Posted by Troy DuMoulin on 11/19 at 02:49 PM
ITIL & Beyond (0) TrackbacksPermalink

Don't Panic

Page 1 of 1 pages