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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, May 10, 2012

Pink Elephant’s ITSM Transformation Methodology

Achieving Results That Matter is the ultimate goal of any IT Service Management (ITSM) improvement task or project! Whether your objectives are focused on targeted short-term improvements or your organization has envisioned a full transformation program the building blocks and basic elements for success remain the same.

While the scope of your improvement goals may vary from a minor refinement of your Service Desk to the role out of an enterprise wide Change Management process and tool it is critical to always consider each of the foundational building blocks of governance, people, process and tools.

As the lead of Pink’s Professional Service organization I and the experienced Pink consultants on our delivery team often get asked the question about how do you successfully setup and establish an ITSM program that produces results.

Our response is based on the critical lessons we have learned through assisting hundreds of organizations achieve meaningful results over the last 20 years. Based on this experience we have developed a consulting methodology and approach that can be right sized to your organization’s goals and objectives. The key is to adapt, size and enter at the appropriate point of this model based on your drivers and requirements to support each organization’s unique requirements.

Those readers who are familiar with ITIL’s Service Lifecycle approach will recognize we apply the same principle to managing an ITSM Transformation. In effect applying Service Management principles to Service Management Transformation Projects

The following lifecycle stage descriptions written by Jack Probst who is one of our Principal Consultants provide an example of how we setup an ITSM project and how we support our customers in adopting, implementing and improving their ITSM strategy.

The ITSM Program Roadmap consists of five Lifecycle Stages:

Strategy – The strategy phase is focused on developing a strategy and plans to create value for the business through the delivery of services via ITSM. The objective of this phase of the program is to build a vision and clearly defined set of expected outcomes for the future state. Planning considerations must take into account the integrated and dependent aspects of People, Process, Product and Partner program considerations.

Interestingly strategy is the stage where organizations attempt to take shortcuts – potentially ignoring this critical step and leap immediately into roadmap planning. The integrated perspective of the ITSM roadmap is best defined in the strategy phase. This phase identifies and applies concepts from the Continual Service Improvement Approach as defined in Continual Service Improvement.

Applying the first 4 steps of the CSI approach, we define the key strategic objectives – create a vision, map, baseline the ITSM current state and carefully consider the organizational change steps needed to change behavior, attitude and culture. This enables an organization to effectively, set priorities and create a plan forward. With a well-described strategy in hand we find that organizations are well positioned to achieve the greatest benefits from their ITSM process development and improvement programs.

Design/Build – The Design/Build phase of the ITSM Program Roadmap is a critical time in the emerging character of the Service Management organization. The Strategy phase provides a clear picture for the ITSM organization structures and roles of the future state. During Design, the ITSM organization translates the strategy and plans into a set of project plans, the necessary requirements for the emerging or improved ITSM services or processes, and documentation of the final process goal state. The deliverables from this stage include high level and detailed process documentation, tool automation requirements, a Process program/project transition plan, program/project/PMO guidance and an organizational adoption plan.

Transition – The Transition phase is known for a high level of process-related activity and the need for high degrees of collaboration and coordination within and across IT and the business. During the Transition phase, the design is put into motion. Putting into motion refers to the deployment of the process via skills based training on both the new process and configured ITSM tool. Key activities within Transition include: validation and testing to assure that the process and tools will work seamlessly and without flaw when implemented; implementing the various aspects of the Transition plan and preparing the organization for the new reality; defining and testing the implementation plan through pilots; and completing the Transition plan with the organizational rollout.

Operation – Now is when the “process rubber” meets the road. The process team has worked hard to prepare the final process for implementation during the Transition stage. The process was implemented via pilots and then an organizational rollout. Establishing governance and controls to ensure management and staff move from the old behaviours and way of doing things to a new behaviors and practices.

Continual Improvement – No process or service implementation reaches perfection “right out of the box”. Pink Elephant supports the notion that on a regular basis it is important and critical to monitor process or service performance, compare that performance to established standards and, if there is a significant deviation from actual to desired, make the necessary decisions to improve the process or service performance.

Continue The ITSM Program Roadmap

Completing a cycle of the ITSM Program Roadmap does not conclude the service lifecycle for an organization. As improvements are made, whether to the ITSM processes or individual IT services, a critical success factor for the IT organization is to continue to update the strategic, tactical and operational plans for the ITSM practices and organization based on changing business or regulatory requirements. The dynamics of the business and the environment the business operates within dictates that solutions are never static. There is a continuing ebb and flow of the business, which stress the IT organization to evolve to meet the changing needs of the business.

For more information on Establishing an ITSM Program I recommend to following additional Articles and Podcasts:

Link to Full Paper: Pink_Elephants_ITSM_Transformation_Approach_v2.pdf

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

At no time are we ever in such complete possession of a journey, down to its last nook and cranny, as when we are busy with preparations for it.
~Yukio Mishima


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Posted by Troy DuMoulin on 05/10 at 04:39 PM
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Don't Panic

Tuesday, May 08, 2012

Practitioner Radio Episode 25 - Communication & Awareness Planning

Communication & Awareness Planning Is The Wind Beneath The Wings of Transformation

Join Chris and I as we discuss the importance of effective communication and awareness planning and how it differs from education and skills based training. Each of these elements being different and critical to your ITSM projects and transformation goals.


Communication and Awareness Planning - Practitioner Radio Episode 25 from ServiceSphere on Vimeo.

Show Notes:

  • Hitch Hikers Guide To the Galaxy – Douglas Adams
  • Difference Between Education and Training
  • PR Episode 21 Culture & ITSM Transformation
  • Education Provides Context, Thinking Process, Filters
  • Skills Based Training Sessions for Process Deployment
  • If you Think Education is Expensive Try Ignorance
  • One Size Fits All does not work in Awareness and Communication Planning
  • The Process of Awareness and Communication Planning
    1. Formulate the direction of the desired change
    2. Analyze the current communication structure and culture
    3. Identify target groups within the change process
    4. Determine the communication goals per target group
    5. Determine a communication strategy per target group
    6. Choose the communication media per target group
    7. Write a communication plan
    8. Realize the communication media and communicate
    9. Measure and evaluate the effect and adjust strategy
  • Vision & Mission Statements
  • Guns Navarone (Vision and Mission Example)
  • Vision / Mission & Values!!
  • Stakeholder Mapping
  • Change Agents
  • Its Not True Unless It Is Written Down
  • Communication Plans = Marketing Plans
  • Leveraging existing marketing or communication teams
  • Measuring The Success of Communication and Messaging
  • Understanding is not belief
  • Billi Lee Thirty Days to a Different Perspective
    • Persuasion techniques by least to best effectiveness
      • Proselytize (Preach)
      • Threaten
      • Educate
      • Barter (or Present the win-win)

Troy’s Thunderbolt Tip: Communication and Awareness Planning is an important component of your people change strategy but remember it is only one building block not the full strategy.

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

Electric communication will never be a substitute for the face of someone who with their soul encourages another person to be brave and true. ~Charles Dickens

To subscribe to Pink’s Podcasts on iTunes

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Posted by Troy DuMoulin on 05/08 at 03:12 PM
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