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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, September 21, 2012

Practitioner Radio Episode 30 - Common or Global Processes

As we work with various large customers with multiple regions or locations a goal we often hear stated is that they wish to move to a common process for “Insert Process Name Here”

This does totally make sense in that more and more organizations are developing common or global services which require common and global processes. However exactly what is meant by the term “Common”? From my personal experience this can mean several different things to several different people.

To borrow a quote from the unforgettable Spanish Swordsman Inigo Montoya from the Princess Bride “You keep using that word. I do not think it means what you think it means.”

Join Chris and I as we unpack the various possible meanings of Global Processes and a few other hidden gems



Common is the new Black, Working with Global Processes - Practitioner Radio Episode 30 from ServiceSphere on Vimeo.


Show Notes:

  • Global Processes
  • Viewer Mail and Feedback
  • Where do you see SHOW NOTES? Troy’s Blog or Chris’ Blog
  • Common Definition of Terms, What’s Common?
  • Common Processes (see below)
  • Standard vs. Core Plus vs.
  • Regional Tool 1 vs Regional Tool 2
  • What’s easier to manage a completely common process or a core plus?
  • Change Management CORE ….but PLUS regional differences.
  • Repeatable processes show the most process when customer facing?
  • The THREE ITIL Customer Facing Process in ITIL:  Service Desk, Request Provisioning, & Strategic Intact (Demand Intake)
  • Shared Services, YOU HAVE to have common processes
  • It’s easier to make common processes that don’t involve humans
  • Is Cloud really the savior we think it is….I THINK NOT…it’s much more dangerous.
  • ITSM tool philosophies, HAVE NO GUARD RAILS
  • Sun Tzu Toyota - You can copy someone’s process, you can’t copy someone’s culture
  • It’s not American to be “common”
  • McDonalds is “Core Plus”

Troy’s Thunder Bolt Tip of The Day:

Remember that that a Common Process can be defined at different levels of commonality. It is important to make a decision based on value cost and risk just how common you need your processes to be.

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

“Coming together is a beginning, staying together is progress, and working together is success.” - Henry Ford

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Posted by Troy DuMoulin on 09/21 at 04:51 PM
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Don't Panic

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