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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, May 17, 2013

Practitioner Radio 41 - The Evolution & Children Of Service Level Management

Customer Satisfaction Is All About Strong Positive Relationships!

As IT is emerging from its technology centric shell and stepping up to its role as a strategic partner and service provider within the business value system the roles required to manage this relationship have evolved over time.

The evolution of ITIL from its first versions to the recent release of the 2011 edition have seen major shifts in the practices and processes supporting customer engagement and relationship management. Join Chris and I as we discuss this evolution of Service Level Management as it has spun off necessary practices such as Business Relationship Management, Service Catalog Management and Supplier Management.

Show Notes:

  • Good reactions to the last show on Scrum
  • Biology and ITIL – two subjects you wouldn’t have thought go together
  • Major change over last 3 versions of ITIL – what has happened?
  • History of SLM – big shifts. In v2 service agreement was major part, also definition of a service, catalogue concept was there, customer engagement – used all to be part and parcel but was focused on process. Version 3 focused on service as the reason for all of this. In recent edition 2011e business relationship management was extracted but also promoted higher.
  • What is the role of service level management now? Or is SLM a system comprised of 3 processes.
  • Underpinning contracts still need to be done
  • Become more of a back office supporting structure rather than on stage presence
  • Processes seem to go from structural, to front & centre, to back office
  • Gathering data, analysis, equipping the BRM by giving them the data they need to make decisions
  • Should still be an accountable person (internal owner) for outsourced parts – accountability cannot be outsourced
  • How do you get started? Start small. First agree that SLAs and BRM are important
  • It’s all about leadership
  • Don’t judge yourself too harshly for failing
  • People sometimes don’t want to take on accountability because they think it’s an increase in workload – in fact it can be a reduction. It’s about clearly communicating your needs
  • Brené Brown’s book on accountability: The gift of imperfection

Troy’s Thunder Bolt Tip of The Day: If all these things evolved over time within ITIL why not look at the same thing for your organization

For additional content on this subject:

Practitioner Radio Episode 3 - Service Level Management and SLAs
Practitioner Radio Episode 7 - The IT Service Catalog
Practitioner Radio Episode 15 - Business Relationship Management

“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” ~John Russell, President, Harley Davidson

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Don't Panic

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