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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."
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Monday, August 27, 2012

Practitioner Radio Episode 29 - Justifying Service & Process Improvement

Major Change always requires a trigger! What Is Yours and Is There Only One?

Building a business case for Process and Service Improvement has always been a major challenge for ITSM Champions and Sponsors. The ability to produce a reasonable and defendable Return On Investment (ROI) analysis for ITSM has been an ongoing constraint to Continual Service Improvement. This is further complicated by a general lack of respected and reference-able research on the subject

Join Chris and I as we discuss different approaches and also the cultural ramifications that impact an organization’s ability to come up with a justification approach that works.

 

Justifying Service & Process Improvement - Practitioner Radio Episode 29 from ServiceSphere on Vimeo.

Show Notes:

Additional References:

Pink Elephant / BMC Survey Results: ITIL Best Practices In SAP Environments
https://www.pinkelephant.com/articles/PinkBMCSAPSurvey.pdf

ITIL’s ROI hard to measure: Compass survey
http://computerworld.co.nz/news.nsf/mgmt/E790E44FAD47D923CC2572300014F0FB

Oracle - Using ITIL to Achieve IT Savings
http://www.itsmf.co.uk/nmsruntime/saveasdialog.aspx?lID=3075

The ITSkeptic: The value and ROI of ITIL? It is not what you may think.
http://www.itskeptic.org/value-and-roi-itil-it-not-what-you-may-think


Troy’s Thunder Bolt Tip of The Day: Justifying process improvement starts with determining if you can really tolerate the status quo. ROI can never be accurately expressed without understanding your current costs and risks

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

“Until reason is satisfied, an individual cannot proceed in any direction wholeheartedly.”  Huston Smith

To subscribe to Pink’s Podcasts on iTunes

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Posted by Troy DuMoulin on 08/27 at 04:20 PM
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