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Don't Panic



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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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Thursday, February 09, 2012

Practitioner Radio Episode 21 - Culture & ITSM Transformation Projects

ITSM Transformations Are Really People Change Projects

When it comes down to it you can buy a feature rich ITSM tool and even great looking documentation but you cannot buy the hearts and minds of your people.

The culture of your organization has a major impact on your ability to deploy IT Service Management processes within your organization

Join Chris and I as we discuss the difference between behaviour and cultural change and why understanding your cultural environment is a critical success factor for your ITSM project.


Culture & ITSM Transformation Projects - Practitioner Radio Episode 21 from ServiceSphere on Vimeo

Show Notes:

Troy’s Thunderbolt Tip: Remember that culture and behavior are two different things. Behavior can be adjusted in the short term through careful management. Culture will only change after time has passed and the transformation was proven successful. Focus on short term actions on changing behavior - with an goal of long term culture impact.
Troy’s and Chris’s Thought’s What Are Yours?

“Change from the top down happens at the will and whim of those below.” ~Peter Block’s,

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Don't Panic

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