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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


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Thursday, June 28, 2012

Practitioner Radio Episode 27 - Dealing With Rogue Support Agents

Rogue: Behaving in ways that are not expected / living apart and distinct from the rest of the group!

Most listeners of this Podcast Series will have personal stories to share about individuals or groups that have gone their own way and are proud of the fact. They don’t buy into Spock’s famous philosophy as illustrated in this video clip: “The needs of The many, outweigh the needs of the few or the one

So the question is how do we incorporate our wayward cousins back into the family fold and if not possible what next?

Join Chris and I as we explore this very interesting and relevant topic.


Dealing With Rogue Support Agents - Practitioner Radio Episode 27 from ServiceSphere on Vimeo.

Show Notes:

Troy’s Thunder Bolt Tip of The Day: If you are unable to gain agreement or participation of different parts of your distributed IT organization the best way to deal with this is to treat them as a respected customer but break off their back office access.

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

“We can love an honest rogue, but what is more offensive than a false saint?” ~Jessamyn West

To subscribe to Pink’s Podcasts on iTunes


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Posted by Troy DuMoulin on 06/28 at 05:48 PM
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Don't Panic

Thursday, June 14, 2012

Practitioner Radio Episode 26 - Distributed Service Desk Strategies

Support is a Base Element on the periodic table of any Service Organization

Join Chris and I as we discuss the reality of complex support models and how we need to find a way to bring structure, flow and logic to what today is often a complex and jumbled support model.



Distributed Service Desk Strategies - Practitioner Radio Episode 26 from ServiceSphere on Vimeo.

Show Notes:

  • The Service Desk To Call When You Don’t Know What Service Desk To Call!
  • The Customer Response Centre
  • The Genius Bar
  • Lucy’s Advice Booth
  • Shadow Desks
  • The Spaghetti Bowl Support Model
  • Service Desk Chaos: (Single Point of Contact? You Got to be Kidding!)
    • Outsourced Desks
    • Shadow Desks
    • Application Support Desks
    • Rogue Forward Deployed Desktop Agents
    • Fragmented and duplicate tools and IVR systems

  • Consolidation Options (Process, Roles and Technologies)
  • Service Desk Inventory
  • Tiered Service Desk Model
  • Open Tick Initiative
  • Service Desk and Service Offerings
  • Support is a base element for any service provider
  • Outsource Call Dispatch Decks disconnected from the back office Incident Process
  • Project Culture vs Run Culture in IT
  • PinkFORUM12
  • Service Desk Facades
  • Local Service Desks vs Honking Death Star Desk
  • The Service Desk Foyer
  • Additional Information on Service Desks
  • ITIL Implementation Roadmap (Incident Management / Service Desk)
  • Dealing With Rogue Support Agents
  • Service Request vs. Request for Information

Troy’s Thunder Bolt Tip of The Day:
A distributed service desk strategy is practically a given for most organizations. The goal is untangle the current fragmented model and to establish clear and simple support channels from a customer perspective.

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

“The major difference between a thing that might go wrong and a thing that cannot possibly go wrong is that when a thing that cannot possibly go wrong goes wrong it usually turns out to be impossible to get at or repair.” ~Douglas Adams

To subscribe to Pink’s Podcasts on iTunes

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Posted by Troy DuMoulin on 06/14 at 12:31 PM
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Don't Panic

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