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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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Thursday, March 22, 2012

Practitioner Radio Episode 23 - Demand Channels

Does The Old Saying About Garbage In -> Garbage Out Apply?

I don’t think anyone in the Information Technology industry would disagree that the internal IT function struggles with an image or branding problem. We struggle with a general business perspective that we are too technology focused, don’t move fast enough and simply do not listen to our business partners.

It is true that we often prefer to think of ourselves as the “Information Technology Guardians” rather than “Information Service Providers” and this comes across as elitism bordering on arrogance.

One of the top complaints that the Business Units have of the IT function is that “IT Does Not Understand Business Priorities!”

In our experience it is true that most IT functions struggle with the influx of un-managed service requests and an immature Portfolio process which does a poor job of gating, prioritizing and resourcing matching new initiatives.

From this perspective one of the critical success factors for fixing this problem is the creation and management of formal and managed channels to receive new Demand.

Join Chris and I in a discussion on this topic “Demand Channels”



Demand Channels - Practitioner Radio Episode 23 from ServiceSphere on Vimeo.



Show Notes:

Related Topics:

The Three Doors Of ITSM Demand

Practitioner Radio Episode 13 - Service Portfolio Management

Practitioner Radio Episode 12 - Demand Management:

Practitioner Radio Episode 16 - Request Fulfillment

Troy’s Thunder Bolt Tip of The Day: Establishing formal, tiered and managed channels for Demand intake is critical for Business and IT Strategy Integration.

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

“Like a human being, a company has to have an internal communication mechanism, a “nervous system”, to coordinate its actions.” ~Bill Gates

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Posted by Troy DuMoulin on 03/22 at 10:57 AM
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Don't Panic

Sunday, March 04, 2012

Practitioner Radio Live Episode 22 – Service Management Office 2.0

Live from Pink12 - The Service Management Office 2.0

Join Chris and I as we discuss the role of the Process Owner and the evolution of a new functional group called the Service Management Office.

The evolution of this new function typically starts with the creation of a small dedicate group of ITSM process owners but then often evolves into a new function responsible for service management excellence and CSI

Show Notes:

  • Practitioner Radio is 1 Year Old
  • Pre-show pre-amble rambling 7:30 am at Pink12
  • The ITSM Eco-system – Base Elements
  • The Evolving Service Organization (link to full paper)
  • Process Owner Critical Success Factors
  • Start- Placing process owners in the existing organization structure
  • Pros & Cons of placing Process Owners in the existing structures
  • Process Owner Combinations
  • The move to creating a dedicated Process Owner group / department
  • The evolving Service Management Group taking on new functions
  • The Service Management Office becomes the CSI Office
  • The Service Owner Role
  • The Service Management Office Lite (only about processes)
  • The SMO is the Internal Service Excellence Group
  • The three types of metrics (Technical, Process and Service)
  • The Service Management Dashboard
  • The Service Owner needs data for Service CSI for Portfolio Inputs
  • The next episode “How Do We Retire Legacy Services?”
  • Many organizations have started this evolution without intent but now strategy
  • The history of Troy’s Thunderbolt Tip

Troy’s Thunderbolt Tip: “Most organizations will find that they will eventually have to dedicate full time staff to the process owner role.”
Troy’s & Chris’s Thoughts What Are Yours?

“I put my heart and my soul into my work, and have lost my mind in the process.” ~Vincent Van Gogh
To subscribe to Pink’s Podcasts on iTunes

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Posted by Troy DuMoulin on 03/04 at 11:24 PM
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Don't Panic

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