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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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Friday, November 22, 2013

PR Radio 50 - The Ins and Outs Of Process Assessments

Thoughtful and Careful Reflection Is Key To Purposeful and Effective Improvement

In the world of military strategy it is always a good thing to do reconnaissance and gather intel before storming the beach or charging the the hill. Of course, process improvement is never quite so dramatic. However those of you who have lived the life in the CSI Warrior in the process engineering trenches can probably attest to the fact that knowing the lay of the land and avoiding political mines and hidden tiger traps is always a good thing. A little foreknowledge can go a long way when identifying solid ground for project scope identification, or the existence of an existing centre of excellence you can leverage and reuse in other places of the organization.

From this perspective I believe that most listeners would agree no one likes to thrash about blindly and that having a current state map of the existing practices landscape will help greatly in navigating to a chosen end state destination.

With this premise in mind Chris and I are delighted to have Robin Hysick as a guest on today’s Practitioner Radio show to talk to us about the right and wrong ways to go about conducting a process assessment.

Show Notes:

  • Robin Hysick – Director of Product Management & Pink’s ITSM Process Assessment Practice Lead
  • Assessments do double duty. (Where are we today & Critical for building buy in
  • Capturing People’s voice is critical for management of change
  • People don’t care what you know until they know that you care
  • Why should I bother having you tell me what I already know?
  • Organizations usually have more in place today then they may realize
  • Standardization is a key goal for assessments. Reduce Variability
  • Four Reasons For Process Assessments
    1. Planning (What do we have and what’s next?)
    2. Validation (Getting beyond Relativity & Subject Opinion)
    3. Deployment Insurance (You get what you inspect)
    4. Proof of Benefit Realization (What have you done for me lately?)
  • PR Radio 49 Effective IT Governance (Evaluate, Direct, Monitor)
  • CSI is not about slapping wrists it about making sure it continues to be relevant
  • Assessments are your best friends – Pooched without them
  • All Quality Systems start with (Assess, Observe, Look, Define)
  • Quantified Man – Chris Dancy
  • Perspective As A Service – Assess your life
  • Capability vs Maturity Assessment
  • You Don’t Want Analysis Paralysis
  • Different Assessment Approaches:
    1. Surveys (Good for Raw Data)
    2. Interviews
    3. Workshops
    4. Attend Meetings
    5. Etc..
  • Interview Approaches:
    1. Leading Questions (Don’t teach while assessing)
    2. Open and Closed questions
    3. Avoiding leading questions
  • Unbiased Assessments – People need to be in a comfort zone when talking
  • Watch your Body Language!
  • Be careful about having a watchdog in all the interviews
  • Assessment vs Audit

Why Bother With ITSM Process Assessments?
PinkSCAN Online - Take A Peek Video
Practitioner Radio 48 - ITSM Roadmap Planning

Robin’s Thunder Bolt Tip Of The Day: Treat the Assessment for what it should be – an opportunity. Not a task in a project plan but something that will take you a lot further. In understanding where, how and over time. An opportunity to improve the people side of “Buy In” for your project goals.

In the words of my good friend and fellow Pinker, Gary Case “You Can Expect What You Inspect”

To subscribe to Pink’s Podcasts on iTunes 

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Posted by Troy DuMoulin on 11/22 at 02:49 PM
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Don't Panic

Wednesday, November 06, 2013

PR Radio 49 – Effective IT Governance with COBIT 5

Its Hard To Arrive When Your Destination Is Unclear

We have all heard the management cliches from passionate leaders declaring a grand vision for their organization’s to achieve “World Class” or “Best In Class” results through hard work, integrity of purpose and customer focus. However, what is unclear after the motivational speaker has stepped off their soap box is what exactly “World Class” looks like or how we will know we have arrived?

The answer to this question is a responsibility of Leadership and Governance!

It is not enough to simply declare a vague generalized direction focusing on the end results such profitability, market share or shareholder return on equity. Governance must provide management with direction and clear expectations as to the structures, roles, practices and measures required to achieve what has been defined “World Class”. In short Governance must clearly establish the expectations in order to Evaluate current state, Direct and prioritize improvements and Monitor progression towards the organization’s goals in order to establish the next round of management CSI activities.

Very few people work well with ambiguity and even those who do establish their own sense of priorities and focus in order to achieve localized or personal improvements. In this episode of Practitioner Radio Chris and I will look at how to establish an effective IT Governance Approach using COBIT 5 as a Kick Start tool.

Show Notes:

  • Were not just IT today – Focusing on Enterprise Business Governance
  • Troy’s involvement with COBIT 4.0 design mapping to other frameworks
  • Three Big things about COBIT 5.0
    1. Integrated all ISACA practice area (COBIT, VAL IT, Risk IT)
    2. Governance vs Management
    3. One integrated framework / IT not separate from Business
  • Practitioner Radio Episode 19 - The Strategic Role of An IT Operating Model
  • COBIT is the Umbrella Framework encompassing all others
  • COBIT is like a Scope Statement for IT
  • COBIT 5 does a much better/explicit job of mapping to other IT Frameworks
  • Can you buy COBIT Software? smile
  • COBIT can be found at the ISACA website
  • Gary Hard Youtube
  • What is not defined, cannot be controlled, measured, improved
  • You need the Picture on the Puzzle Box
  • Complexity is its own argument for definition
  • Cynefin Model
  • Governance is not compliance or legal requirements
  • Rob England on Governance
  • Governance needs to provide the definition or what is expected
  • Governance A Compass Without a Map
  • ISO 38500 – IT Governance (Evaluate, Direct, Monitor)
  • Governance is not Doing, it is about Directing
  • COBIT is the Map Legend
  • A COBIT Foundation is a better first step for Managers and above then an ITIL Foundation class
  • COBIT 5 Certification (Foundations, Implementation and Assessment Courses)
  • Practitioner Radio Training Bundle
  • COBIT 5 Enablers (Policy, Process, Org Structure, Culture, Information, Services/Tech, People)
  • Troy’s Seven ITSM Enablers
  • Policy: Until it is written down it is a rumor
  • Pink’s CORE Values: Courageous, Open Minded, Responsible, Enterprising
  • COBIT Definition of Value: Benefits Realization, Risk Optimization, Asset Optimization)

Troy’s Thunder Bolt Tip: Today’s IT Value chain has way too many moving parts and suppliers in the mix to not establish a Governance Framework to ensure all the moving parts are performing as required.  Organizations need to look seriously at COBIT 5 as a tool to help them Evaluate, Direct and Monitor their ability to deliver stakeholder value.
Troy’s and Chris’s Thoughts What Are Yours?

“The art of simplicity is a puzzle of complexity.” ~Douglas Horton

To subscribe to Pink’s Podcasts on iTunes

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Posted by Troy DuMoulin on 11/06 at 11:51 PM
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