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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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Thursday, April 18, 2013

Practitioner Radio 40 - Using Agile / SCRUM for ITSM Projects

Sometimes Rapid Incremental Improvement is More Important Than Game Changing Transformation

At Pink my team and I have the privilege of having several conversations a week with customers who want to improve their ability to deliver customer value via improved practices. However, before offering advice we have learned that it is important to ask questions and listen carefully to how organizations want to improve.

For example: In many cases the company we are talking to has a time sensitive goal of moving everyone in IT off a current tool or should I say collections of processes and tools onto a common process and 1 new ITSM tool in as short a time as possible. No matter how you look at this type of goal it represents a Major Transformation that will mean significant and rapid change for everyone within the scope of the project.

However, there are times where the focus is on achieving rapid incremental improvements (Quick Wins) focused and prioritized based on the “Customer Value Perspective” not internal IT efficiencies or major systems upgrades.

In the latter example a more Agile approach to change is perhaps a better fit. In fact the this scenario is a perfect fit for an AGILE / SCRUM approach to Process Improvement.

Join Chris and I in this episode of PR Radio where we look how organization’s can leverage this popular development and project methodology in respect to ITSM Projects. 


  • Pink-washed: overwhelmed, fun
  • Scrum in 10 minutes video
  • Scrum is a development methodology
  • Agile is a principle in product development that looks at short sprints to get small packages print or production ready
  • TLC told us in the 90’s - don’t go chasing Waterfalls!
  • Prince2 says check back every big block but Scrum focuses on even smaller sets of tasks – sprints and releases
  • Figure out your release then evaluate
  • User stories drive product backlog and wish list
  • Daily meetings – Kanban /scrum meetings
  • Easier to measure success - quantifiable
  • Focus on value – outcome for customer. What have you done for me lately?
  • Prioritize tasks by customer need / pains
  • Voice of customer is not usually a natural skill for IT people
  • Outside-In thinking
  • Assessment and recommendations should be written with customer in mind
  • Look at short term, mid-term and long term releases
  • Transformation is very different to incremental improvement – transformation is about fast, over-arching change, whereas incremental improvement is about getting better by making small changes
  • Design, build & deploy in pieces rather than all at once
  • Suits our ‘distracted’ society. We’re all in constant change
  • Different people suit different methodologies – not necessarily either / or
  • A sprinty spark (or a sparky sprint) can get you moving
  • If it’s not about the customer it’s a waste of money
  • See book Run, Go, Transform
  • Dev and Ops aren’t used to thinking about end customer value – more asset optimization
  • Could apply Scrum to personal human objectives
  • Do we consider ourselves when putting customer first?
  • Moving the family across the country is a transformation – moving schools, new house, address changes, insurance, jobs etc everything pretty much has to be done all at once.  It would be possible to do it incrementally but it would take a lot longer. Some things are not suited to scrum approach.
  • Scrum is good when you have little budget – make small changes you can do yourself, bit by bit, build momentum as it proves value and get buy in

Troy’s Thunder Bolt Tip of The Day: consider using an agile scrum methodology to achieve your continual service improvement goals, especially when you’re after incremental improvement

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

We must not, in trying to think about how we can make a big difference, ignore the small daily differences we can make which, over time, add up to big differences that we often cannot foresee.  ~Mariam Wright

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(3) Comments
Posted by Troy DuMoulin on 04/18 at 04:00 PM
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Don't Panic

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