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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, June 30, 2017

PR 72 - Knowledge & Skills - Critical Enablers For Value Generation

Frameworks Are Nice But Value Really Depends On The Knowledge & Skills Of Your People

For many years we have said that IT value generation is a result of combining the organizational assets of people, process and technology. However many of us are guilty of skipping over the first and most important word in that list and focusing on whatever new shiny toy of process or technology that catches our fancy. Perhaps this is due in part to the fact that dealing with people’s behaviour, attitude and organizational culture is a more challenging goal. Or perhaps it is also true to say that as technologists we prefer focusing on the tangible versus the intangible. Regardless of our motivation it needs to be acknowledged that the foundational element of value generation has always been, and will continue to be, people and their respective and distinctive knowledge and skills.

However, when dealing with an IT value system value creation, it is always more than the sum of the many distinct parts; but rather in how individuals collaborate and team across structures and break down silos. Join George Spalding and me as we talk with our guest Matt Craig about his work around Performance and Value Management at BNY Mellon.

Show Notes:

  • Today’s guest: Matt Craig
  • Focus on Business Value
  • Book: White Space Revisited
  • IT Maturity Capability Framework
  • Families of Practices / Capabilities & Services
  • The Three Architectures of a Service Organization
  • eCF
  • SFIA
  • Knowledge & Skills predefined for specific roles to enable capabilities
  • The inputs to understanding role requirements for a specific role (Community, Exemplars, Manager, External References)
  • Assessments
  • Not all capabilities have obvious roles e.g.: Project vs Knowledge Management
  • Communities of practice
  • Teamwork (cohesiveness, transparency & trust)
  • Lean “Standard Work” (to improve you need to define what good looks like)
  • The People, Process & Technology Stack
  • The importance of the balanced score card
  • Really four Architectures not just three

Image: Rummler Brache model with overlay of Process and Skills frameworks

George’s, Troy’s & Matt’s thoughts. What are your thoughts?

“The goal of education is the advancement of knowledge and the dissemination of truth.” ~John F. Kennedy

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Posted by Troy DuMoulin on 06/30 at 02:08 PM
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Don't Panic

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