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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, December 27, 2012

Practitioner Radio Episode 36 - 2012 Year In Review

Looking Ahead by Looking Behind!

As I work in my home office during the Christmas Break I have already seen several year in review TV documentaries looking at the highlights of 2012 and looking forward with hope at what the new year will bring.

In keeping with this tradition join Chris and I as we review the top 3 shows from 2012 and consider what they mean for our industry as we bravely journey on to a new year.

Show Notes:

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

Troy’s Thunder Bolt Tip of The Day: Keep listening in 2013

“Much of the social history of the Western world, over the past three decades, has been a history of replacing what worked with what sounded good.” ~Thomas Sowell

To subscribe to Pink’s Podcasts on iTunes

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Don't Panic

Practitioner Radio Episode 35 - Customer Self Service

Looking At Self Support Options Through A Practical Lens

Product Support is a DNA element for all service providing organizations. As such many organization’s begin their Service Improvement efforts in this area. Customer Support when done right is a great contributor to customer satisfaction, when done wrong will often drive your customers to alternative suppliers and products.

In this light establishing Self Service Options seems like a key contributor to creating Raving Fans! Or is It?

Many organizations implement these service options with cost cutting goals or simply to keep the customer from disrupting what is considered higher value work. In these scenarios Customer Self Service can be a MAJOR pain in the Customer posterior!

Join Chris and I as we look at these questions.

Show Notes:

  • Opposite day on Practitioner Radio
  • Chris Dancy’s ITSM History
  • Self Service in the 80’s 90’s
  • What types of people used web portals in the 90’s?Self Service is about CHOICES, not about tools.
  • People want IMMEDIATE responses
  • Wait we should wait define what we mean by “Self Service”
  • Self Service is about choice
  • Don’t make me think
  • Context, Classification and Presentation
  • User experience assessment
  • Should all 1st level response, be forced through a portal?
  • Ian Clayton, Inside Out
  • BYOD is about SUPPORT, my CHOICE in support
  • Chris goes to BMC to meet with the CIO about employee value
  • Employees who are out to HURT the company vs. companies that just want to do their job better and faster?
  • “How does that pipeline get filled or CSI work in a world, the REAL world of ITSM? It’s social….let’s stop fooling ourselves.”
  • Self service should be “I have a request for something that I don’t need immediately”
  • Anger, Entitlement and Social Media for Self Service
  • “I’d rather have the wrong answer NOW, than the right answer an hour from now”
  • Engagement and Feedback systems are the NEW SELF SERVICE
  • IT portals usually only do two things, “GIVE ME SOMETHING” or “COMPLAIN TO ME”
  • Things like “Get Satisfaction” offer two other options “Give Praise” or “Share and idea”
  • Wendy Lea CEO Get Satisfaction on ITSM Weekly Podcast
  • Self Service and “scheduling” the “genius bar” concept
  • Apple is hitting the same wall, IT did a decade ago. Reboot your phone before coming to the store.
  • We need new metrics in Self Service
  • Experience Metrics for 2013? (Yes we list them)
  • We measure RISK, not BENEFITS

CHRIS’ THUNDERBOLT TIP OF THE DAY?! When considering self service options, always put yourself in the seat and role of the customer, understanding their time, environment and context will change the tools and processes they will select when using self service.

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

“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.”
~Jeff Bezos, CEO

To subscribe to Pink’s Podcasts on iTunes


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Friday, December 14, 2012

Practitioner Radio Episode 34 - Online Learning & Emerging Trends

Today’s Fast Paced Online & Connected Workforce Is Looking For Virtual Learning Opportunities

In our business and home lives we are increasingly becoming connected to online social networks which parcel out to us our daily dose of news, entertainment, communication, shopping and family connectivity.

Combine this with a business economy that is looking for more efficient ways to achieve results with fewer resources, the growing trend for younger generations to prefer online environments as a means of communication and the sheer reality that lives are simply getting more complex and you have the perfect storm that is driving an emerging trend toward online education options.

At Pink Elephant we have observed this trend as our clients respond with growing enthusiasm to our Self Paced & Instructor Led Online Offerings

Join Chris, and I as we discuss this interesting evolution with a guest Chris Yardley.

Show Notes

  • Online Education Trends
  • E-learning
  • Online Learning and the Millennial Generation
  • Humanity has splintered: Time spent in Virtual vs Physical environments
  • Learning is not just taking it in but re-sharing your learning through Social Media
  • The Perfect Storm – Changes in Economy, Culture, Technology Advancements, Social Media
  • Started as Cost Savings to New Learning Styles
  • The Vacation did not exist until the photos are online
  • Classic school systems incorporating online Learning Management Systems
  • Organizational changes related to virtual workers requiring different methods and mediums to support learning goals
  • Trends: Companies looking at more efficient and flexible models to do training in bite size pieces, mobile, or blended / modular approaches to learning
  • The Technology, Process, People Pendulum
  • Audible Online Books
  • Available “Blocks” time for education have diminished requiring new levels of flexibility
  • Synchronous and Asynchronous Learning
  • Crowdsourcing Education and Support (Mentormob)
  • eLearning Moving to hybrid – engaging models
  • FloraTV
  • SoundCloud
  • Multi Tasking Not Efficient for Learning
  • Pass rates impacted by Online Learning?
  • Measuring Online Learning with a Wooden Ruler
  • Experiential Learning PR Radio Show
  • Organizational Personal Development & eLearning
  • The Importance of eLearning in emerging markets and geographic distribution

Troy’s Thunder Bolt Tip of The Day: Online and Web Based Learning is an emerging and important part of personal and corporate development. Every organization needs to take a long hard look at how to best use this rich and effective resource we have online.

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

“There are two fundamental equalizers in life – the Internet and education.” - John Chambers, CEO of Cisco Systems


To subscribe to Pink’s Podcasts on iTunes

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