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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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Friday, July 27, 2012

Practitioner Radio Episode 28 The Role Of The Service Owner

Who Is Managing The LifeCycle Of Your IT Services?

Join Chris and I as we explore the concept of a Service Owner and the critical role they play in IT Service Provisioning.

The Role Of The IT Service Owner - Practitioner Radio Episode 28 from ServiceSphere on Vimeo.

Show Notes:

  • Chris visits SDI and Ovum
  • Listener Mail. Networked Help Desk Site
  • Service Management Organization White Paper
  • Technology focused organizations do not focus on ownership of “outcomes”
  • The Service Stack
  • Service Ownership is NOT unique to the IT department
  • Service Owners and Business Relationship Owners
  • Service Owner role-playing outside of IT, Fleet Management
  • Human Barometer for CSI
  • Service Owners and Service Level Agreements
  • Ok, so I have not slept a lot
  • Service Owner role-playing for an IT service
  • What comes first define the service owner or define the service
  • How is the service owner involved in the support process?
  • Hamster Wheel of Death
  • Org Chart for a Service Organization is Horizontal management

Troy’s Thunder Bolt Tip of The Day:Everything that you care about managing should have an owner responsible for the full lifecycle. Without this explicit assigned accountability Services will continue to be managed on a best effort level.

Troy and Chris’s Thoughts What Are Yours?

“When it comes to privacy and accountability, people always demand the former for themselves and the latter for everyone else.” ~David Brin


To subscribe to Pink’s Podcasts on iTunes

(6) Comments
Posted by Troy DuMoulin on 07/27 at 06:35 PM
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Don't Panic

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