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Don't Panic



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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, September 26, 2013

Practitioner Radio 48 - ITSM Roadmap Planning

A Journey Is Best Started When You Know Which Direction You Are Heading And How You Are Going To Get There.

The ITSM Continual Improvement Model Asks Several Key Questions

This episode deals directly with the the two questions “What Is The Vision & How Do We Get There?” follow the links for the other questions for additional relevant articles and PR Radio shows

During today’s PR Episode Chris and I Talk with Jack Probst - Principal Consultant at Pink about practical approaches to establish a Roadmap planning considering People, Process, Product and Partner critical success factors.


Show Notes:

  • Just back from Pink Leadership forum
  • Ep47 Service Desk - lots of people chiming in, liked the simple format
  • 2 people got Standard+Case books
  • IT Service Management Roadmap – what does it look like, how do we plan for it
  • Jack Probst taking over ITSMF US President award
  • Do you plan a roadmap? YES - otherwise when you come to a fork in the road you don’t know right way to go
  • Roadmap takes context into consideration – never too late to do one
  • Preparatory steps:
  • Guidance from Leadership (from the Business as well) as to priorities for next few years
  • Where you want to be in 5 years e.g. do vision and strategy workshop first. Start with the end (the result) in mind. Point of Arrival Statements
  • Example Roadmap? There’s a graphic in Troy’s blog ‘documenting vs deploying ITSM processes
  • Plans: 7 specific deliverables
    • Process Plan: fully details specifics around the processes
    • Tool Plan: high level approach, requirements, what support will be needed
    • Process Governance
    • Organizational change: training plans and communications plans
    • Project Charter
    • PinkReady to assess overall risk
  • Don’t overlook the partners, influencers and stakeholders
  • How to get started: understand what POA statements are, then do a process plan
  • Project charter is your best friend –it’s your definition of what success looks like

Additional Resources:

Establishing Or Assessing An ITSM Program
5 Tips For Developing An ITSM Strategic Road Map
Top 10 Success Considerations for ITSM Programs
Practitioner Radio Episode 20 - Successfully Deploying ITSM Processes

Jack’s Thunderbolt Tip of The Day: If you have not thought about strategy, if you have not been crisp with respect to what are the expectations of the organization relative to this thing called your ITSM programme STOP! Back up, and take another crack at trying to figure that out because it becomes a fools exercise to develop that road map without a compass.

“Map out your future - but do it in pencil. The road ahead is as long as you make it. Make it worth the trip.” Jon Bon Jovi

To subscribe to Pink’s Podcasts on iTunes

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Sunday, September 15, 2013

Practitioner Radio 47 - Establishing A Service Desk From Scratch

Customer Perception Of A Service Organization Is Often Defined By The Quality of Its Product Support

It should be in the nature and DNA of all Service Organization’s to provide support for the product and services they sell to the market. Of course the level of support offered post sales speaks volumes about the integrity and ethics of the service organization you choose to do business with.

I suppose one should expect minimal support from the suppliers that provide products at the lowest possible cost. However, in the context of IT Service Organizations’s who provision the technology services that are the very heart blood of the businesses they serve (tho both parties sometimes insist on denying this fact) support should be provided to ensure minimal disruption to the organization’s mission.

This is the context and the strategic reason organizations establish a function to provide a clear and skilled channel for asking for and receiving support for IT related business outcomes. However, regardless of how logical this may seem many organizations still struggle with how to get the Service Desk Model right.

Join Chris and I as we talk to our guest speaker Gary Case about the foundational elements of setting up a Service Desk that provide value to business outcomes.

Show Notes:

  • Service Desk vs. Help Desk?
  • Help Desk: technical support, resolving incidents
  • But then more processes and services were defined as part of IT support which lead to ‘Service Desk’
  • Some just want to validate what they’re doing
  • Some are still only doing incident, problem and change
  • Approach is same for different maturity desks but level of detail needed varies
  • Scenario 1: 300 strong IT support department, no real tracking, growing quickly
  • First steps? Define what you want to be - objectives. Think 12 month goals and long term vision
  • Come up with single point of contact. Simplify where people go to get help (e.g. one number to call)
  • Be Credible: deliver value by resolving percentage of incidents and having a level of knowledge
  • Be Compelling: making it the preferable option
  • Be Responsive: have to be able to get through and get a response quickly
  • Define what kind of structure you want, how you’re going to form it
  • Staffing considerations, skillset and numbers required
  • Start documenting early
  • Get started – work out some incremental improvements and short term goals to enable you to start to get better – don’t need to wait til everything is done or perfect before starting
  • A solid, simple Service Desk would be like something your family would want to use
  • Let people know how and when they can get access to you and how quickly to expect response
  • Sometimes we overcomplicate things as avoidance
  • Advocacy: customers need an advocate to follow up on their behalf
    • Milestones:
    • Define your services and timelines
    • Create your structure and channels
    • Define your processes (high level)
    • Decide on technology and tracking you’ll use (can be simple to start off)

    These should be revisited at least on an annual basis

Gary’s Thunderbolt Tip of the day: “As you mature your Service Desk over time please look at your Service Desk as being a critical part of your Service Delivery value chain as rather than an operational support function.

Other Articles of interest:

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

“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” ~Douglas Adams

To subscribe to Pink’s Podcasts on iTunes

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Tuesday, September 03, 2013

Practitioner Radio 46 - Reversey! Big Data and ITSM

Wisdom Is Accumulated Experience Applied To Context

It a world swimming in data and information how do we understand the concepts and the challenge of Big Data from an ITSM context?

Join Chris and I in this episode of Practitioner Radio where we reverse roles and I put him on the spot for a change smile

Show Notes

  • Getting lots of feedback on Standard+Case episode
  • Check out Ep 45 on Service Based Costing
  • Hidden Dancy fact – first studied accounting
  • Looking forward to Episode 47 with Gary
  • Reversey!  Troy gets to ask the questions
  • Is Big Data really a new thing?
  • No – just been defined, more awareness, and become more prevalent
  • Reality of trying to correlate all the information available now
  • Looking at how personal data relates to business data – lots of interconnections/relationships
  • Big Data – systems style thinking / quantified existence. Little data is the minutia.
  • How many people are awake to need to know more context?
  • It’s a skill – data analytics. Also some personality types more predisposed
  • “Pattern watcher”
  • Biological data is useful for service desk professionals to help understand problems
  • Are interactions with service desk different today than they were?
  • Maturity model for Big Data?
  • 5 things that interact with each other: Applications, Services, Devices, Sensors, and People
  • Look up HCI and the Interaction Design Organization
  • Self service requests – maturity levels:
  • Level 1: We know Volume, categorization, location of requests
  • 1.5 Can also look at which departments use it more – cultural differences
  • Level 2: Start dates – how long employee has been at the organization
  • Which browsers are people using (identifying tech geeks)
  • Level 3: Relationship of user to other systems – what projects are they working on, open HR issues, life issues (e.g. maternity leave) pulled in from other internal directories. Geofencing.
  • Privacy issues with how much information there is in front of service desk analyst?
  • Can use the data anomalously to help tailor your response
  • Automation for pattern recognition is key
  • Geofencing – time, date, location (specific)
  • Service Catalogue needs to understand context in above ways
  • Level 4: Android phones have temperature sensors – why not try to use temperature data as well?
  • Level 5: Little data. If employee wants to opt in could use their personal (quantified-self) data
  • Level 6: Widen out the context - how much did that person sleep night before, blood glucose levels
  • Level 7: DNA!
  • All of these are tools available today
  • Most are still focused down on tasks, few are given the time or have the pattern-identifying ability
  • IT need to look at other ways we can optimize services – pattern matching will be one

Chris’ thunderbolt tip of the day: “IT professionals need to put aside KPIs, SLAs, Metrics and Best Practices and look at the transactions and relationships in their environment.  Observation of any data element over time yields an awareness that will irrefutably lead an organization in to darkness or light. These relationships fundamentally tell a story of the organization’s health and will help light a path towards a better understanding of the true culture behind than the on lights of reports, slogans and communication plans. IT management professionals are uniquely qualified for observing the disparate systems creating value - at this core is the Big Data opportunity of the next ten years.”

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

“Life is made up of a series of judgments on insufficient data, and if we waited to run down all our doubts, it would flow past us.” ~Learned Hand

To subscribe to Pink’s Podcasts on iTunes

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