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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, November 09, 2012

Practitioner Radio Episode 33 ITSM is Just BSM With IT Examples

All Service Organizations Have The Same Basic Value Streams

Those of us who spend their lives researching, documenting and promoting best practices for IT Management can often be accused of over complicating things. We talk about this framework and that standard and describe the complex integrations of inputs and outputs, etc. etc. etc.

However, recently I have been doing a lot of thinking about this and with a healthy dose of Lean Thinking added to my reality filters I am starting to see that we can be accused over cooking it a bit. Not that you don’t need the details when you are looking at specifics. However, lets not go overboard in our pride to think we have come up with the meaning of life and the answer to world hunger.

In fact the IT Management concepts we so proudly debate and argue over are simply echoes of a larger concept called Business Service Management.

Join Chris and I was we discuss the concepts of Service Management within the larger business ecosystem.

Show Notes:

  • Pocket PR Radio
  • What is BSM?
  • Unfortunately the confusion around the term Business Service Management often stems from one of the following incorrect assumptions:
    1. Business Service Management is analogous to IT Service Management or ITIL
    2. Business Service Management relates specifically to an ITSM Tool suite
  • BSM is a Concept of Business Service Orientation
  • Reaching For The Future with BSM: On The Path Towards Business “Oriented” Service Management
  • Business Service Management is the parent principle of IT Service Continuity Management
  • Every business / service organization have the same basic DNA type of practices
  • All service organizations have the same basic structures for producing value.
    • Market Demand Analysis & Planning
    • Demand Intake & requirements generation
    • Product / Service Design
    • Product / Service Launch / Change Processes
    • Operations / Support
  • Service Productization Webinar:
  • The Separation of History not Reality or Logic
  • Incident Management is only one aspect of Product Support
  • Business Relationship Manager – Customer Liaison
  • Encyclopedia Sales Men and The Service Catalog
  • Management Systems & BSM
  • IT Operating Model
  • Cycle / Lead Time
  • Service Level Management and BSM
  • Cycle Time and bringing products to market
  • What’s the difference between Incident & Bug Tracking
  • Portfolio Inputs for CSI
  • Operational Excellence – Continual Feedback Loop for Product and Market renewal
  • No standard’s body capturing a common view of BSM
  • Who Needs another set of books?
  • Shout out to Stewart Crymble
  • Business Shared Services including IT Specialist Groups
  • Dealing with redundancy by consolidating specialty IT Functions
  • Gartner Article on IT Budgets = A Decade of Devaluation in IT


  1. Most service organizations need enterprise / shared services that support the Governance and Management aspect of the value chain.
  2. Many organizations are starting to see IT shared services begin to consolidate into business shared services.

Troy’s Thunder Bolt Tip of The Day:
Remember when we are talking about Business Service Management it is the Parent of ITSM. We need to understand are Possibly Business Shared Services.

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

“Consciously or unconsciously, every one of us does render some service or other. If we cultivate the habit of doing this service deliberately, our desire for service will steadily grow stronger, and will make, not only our own happiness, but that of the world at large.” ~Mahatma Gandhi

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Posted by Troy DuMoulin on 11/09 at 06:45 PM
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Don't Panic

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