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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


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Tuesday, November 29, 2011

Practitioner Radio Episode 17 - Technology vs Service Management

Technology Versus Service Management - A Tale Of Two Cities With Complementary But Different Goals

By necessity we design and model services based on systemic relationships. We see the evidence of this fact when we enter an IT Architect’s office space by the presence of complex UML diagrams on their wall depicting the end to end services. However, the moment we move these services to production we manage each component of the overall design as if they live in mythical isolation. 

Gaining the emotional agreement of the various groups within an IT organization that a common management system is a base requirement for optimizing the IT Demand/ Chain is often the first and most difficult tasks. IT Management frameworks such as ITIL, COBIT, CMMi, and TOGAF provide good practice descriptions. However, these frameworks only provide a definition of what can be achieved if they are introduced into a receptive environment. They do not in and of themselves create that environment!

Join Chris and I as we discuss the cultural paradigm shift that must occur before an organization is ready to adopt many of the best practices described by IT Service Management.



Show Notes:


Troy’s Thunderbolt Tip of The Day: Remember certain aspects of IT Service Management require an IT organization to shift from Technology Management to Service Management. Until that occurs only certain processes will be in reach of your cultural adoption.

Troy’s & Chris’s Thoughts What Are Yours?

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. ~Peter Drucker

To subscribe to Pink’s Podcasts on iTunes


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Posted by Troy DuMoulin on 11/29 at 10:57 PM
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Don't Panic

Monday, November 21, 2011

Practitioner Radio Episode 16 - Request Fulfillment

Managing and Automating the Order / Fulfillment Process for IT Service Delivery

Providing clear insight into how services are requested and provisioned is a core competency of any Service Organization. This episode of Practitioner Radio looks at how to implement Request Fulfilment front ended by the Service Catalog and the Service Desk.

Join Chris and I and our special guest Martin Erb as we explore this practical subject and how to apply best practices.


Request Fulfilment -  PRACTITIONER RADIO EPISODE 16 from ServiceSphere on Vimeo.


Show Notes:

  • Guest Martin Erb @servitect
  • Request Fulfilment & Provisioning
  • Request Fulfillment & Sears
  • Amazon & Request Fulfillment
  • There is an overall Process but also potentially 100’s for request flows
  • Amazon is the modern Equivalent of the Sears Wish book Ordering Process
  • ITIL v3 Is about Shopping
  • Monitoring the status of Request Provisioning
  • Service Awareness Gap
  • Cloud (Automated Request Provisioning)
  • SLAs and Requests (Expectation Level Management)
  • Onboarding New Employees
  • Defining Services and Request-able Items
  • The App Store = Request Catalog
  • Requests & Entitlement
  • IT Is not the only Service Provider in the Business Eco System
  • Cultural Anticipation of Speed
  • Request Fulfillment Blog Article

Troy’s Thunder Bolt Tip of The Day:  Request Fulfilment is a process of many different workflows. There is an overall macro process. However its important to remember that each requestable item has its own mini approval and provisioning workflow

Troy’s, Chris’s & Martin’s Thoughts What Are Yours

Patience is the most necessary quality for business, many a man would rather you heard his story than grant his request. ~Lord Chesterfield

To subscribe to Pink’s Podcasts on iTunes


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Posted by Troy DuMoulin on 11/21 at 10:51 AM
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Don't Panic

Wednesday, November 02, 2011

Practitioner Radio Episode 15 - Business Relationship Management

IT Shops have 3 front doors to handle demand: Business Relationship Management, Service Catalog and The Service Desk

With the ITIL 2011e release BRM has been elevated to stand on its own as the strategy process and role for establishing and managing business requirements and expectations.

Join Chris and I as we look at the evolution of the BRM role through the various versions of ITIL to its current placement as the customer engagement front door for Service Strategy and Portfolio Management.

Business Relationship Management - Practitioner Radio Episode 15 from ServiceSphere on Vimeo.

Show Notes:

  • Chance meeting with Gary Case!
  • Every Practioner Radio gets copied, why is that?/li>
  • Business Relationship Manager
  • Supplier Management for ITIL Podcast
  • Do you start by training a business person to learn IT or do you take an IT person and teach them to talk business?
  • What types of KPI’s do you put around the job of Business Relationship Manager (the secret is in the sales department)
  • Demand Management Podcast
  • Service Owner vs. Account Manager vs. Business Relationship Manager
  • The Evolving Service Organization Whitepaper

Troy’s Thunder Bolt Tip of The Day:  Every relationship can benefit from the wise counsel of a liaison, arbitrator or counselor. The Business Relationship Manager enables clear communication and collaboration between the business and IT.

Troy’s and Chris’s Thoughts What Are Yours?

“We’ve spent the last 30 years focusing on the T in IT, and we’ll spend the next 30 years focusing on the I.” ~Peter Drucker

To subscribe to Pink’s Podcasts on iTunes

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Posted by Troy DuMoulin on 11/02 at 04:13 PM
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