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


Tuesday, January 25, 2011

Practitioner Radio - The Problem With Problem Management

Wow I am so excited about a new project Chris Dancy and I are working on called Practitioner Radio.

This is going to be a weekly Podcast done in Radio interview style that gets down to the meat and potatoes of Service Management adoption.

Have a Listen to this 30 min show or download it from iTunes

pr 2 from ServiceSphere on Vimeo.

Practitioner Radio - Show Notes

  1. Goal for the Practitioner Radio Podcast
  2. Problem Management Explained In Laymen’s terms
  3. Problem Management In The Kitchen
  4. Using Pattern Recognition to identify Problems
  5. Process Owners - Organizational & IT Cultural Challenges
  6. Managing Processes across Vertical Organizational Structures via a Matrix Model
  7. Can you have Problem Management without a Problem Manager?
  8. Problem Management on the Service Desk (Pros & Cons)
  9. Known Errors Without Problems (Example - Blaster Virus)
  10. ITIL Implementation Roadmap (Problem Management) Link:
  11. Service Improvement Tips – Problem Management Link:
  12. Setting Tolerance for creating Problem Records
  13. PinkSCAN Process Maturity Problem Management Link:
  14. Typical Initial Roadmap for ITIL Processes

Troy’s Thunder Bolt Tip Of the Day (Get off the Hamster Wheel of Death)

For those Who Want to to download or Subscribe from iTunes here is the link to the Pink Elephant Podcast Section.

Troy’s Thoughts What Are Yours

An S.E.P.,’ he said, ‘is something that we can’t see, or don’t see, or our brain doesn’t let us see, because we think that it’s somebody else’s problem. That’s what S.E.P. means. Somebody Else’s problem. The brain just edits it out; it’s like a blind spot. If you look at it directly you won’t see it unless you know precisely what it is. Your only hope is to catch it by surprise out of the corner of your eye.” ~Douglas Adams


(0) Comments
Posted by Troy DuMoulin on 01/25 at 11:01 PM
ITIL & Beyond (0) TrackbacksPermalink

Don't Panic

Wednesday, January 12, 2011

Strategic Roadmap Workshop

Translating Knowledge Into Results

So you have taken the ITIL Foundations course and a couple of the intermediate level courses and you have been asked to establish an IT Service Management improvement program and roadmap!

How do you get started on this activity and what do you need to consider from a People, Process, Product and Partner perspective?

Looking forward to Pink’s IT Management conference on January 21st I will be answering those questions and a few more that come to mind during a Wednesday afternoon workshop on, February 23, from 12-15 - 4:15 pm.

ITSM Strategic Road Map Workshop

  1. Technology to Service (Understanding the cultural shift requirements)
  2. Business Drivers for IT Service Management (Aligning IT Goals to Business Goals)
  3. ITIL Roadmap (Based on process dependancies and cultural readiness)
  4. Organizational Design (Service and process roles)
  5. Measurement Framework (Establishing, KPIs and management dashboards)
  6. IT Management Tools (Key configuration considerations)
  7. Next Steps

  8. For a preview of this Session take a quick look at the following 10 min video.

    Troy’s Thoughts What Are Yours?

    One day Alice came to a fork in the road and saw a Cheshire cat in a tree. “Which road do I take?” she asked. “Where do you want to go?” was his response. “I don’t know,” Alice answered. “Then,” said the cat, “it doesn’t matter.”  ~Lewis Carroll


    (0) Comments
    Posted by Troy DuMoulin on 01/12 at 06:07 PM
    ITIL & Beyond (0) TrackbacksPermalink

    Don't Panic

    Page 1 of 1 pages