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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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Wednesday, October 25, 2006

The Evolution of IT Governance

It is the nature of ideas, structures and functions to mature and change over time as the needs placed upon these concepts evolve.  This is true of the term IT Governance. The IT industry as a whole is undergoing a transformation from an industry largely shaped by the leadership and colorful personalities of individual IT executives and vendors, to one that is becoming more defined, homogeneous and regulated.

Dare I say “Utility”?

Until recently, each organization’s IT functions, controls and processes were largely the organic bi-product of the culture and personalities of a series of executives and technical heroes.

Based on this observation, it is not surprising to find the practices and definitions of IT Governance are vastly different from organization to organization.  In some companies, an IT Architectural group is seen as responsible for the function of IT Governance.  However, this function is typically limited to envisioning and setting standards for hardware and software. But don’t ask these guys and gals to actually help you implement anything they have transcended the mundane.

In other organizations, governance takes on the pure function of audit and policing.  In these companies, limited guidance is provided on what, who and how. You just get your fingers rapped for misbehaving.

While each of these elements plays a part in the concept of governance, there is a more holistic view of IT Governance emerging.

IT Governance is really about establishing a vision and direction for IT that supports the business objectives and actually establishes an organization, structures and processes that make sure the individual components and domains play nice and work together for the common goal.

One of these key structures is defining how to use the various best practice standards in an integrated fashion.

The ships hung in the sky in much the same way that bricks don’t. ~Douglas Adams


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Thursday, October 19, 2006

Are you Being Served?

Have you ever stopped to consider that ITIL is a Service Management Framework?

Sounds pretty basic and you may be wondering what I mean by this obvious statement.

Well consider that if ITIL is a service management framework this means that all of the processes have only one goal.

To Plan for, Deliver and Support IT services!

But what if you don’t have services defined you ask?

Well then perhaps ITIL in its full glory has limited to no value at this point of an organization’s maturity.

This is the primary reason why we continue to have a challenge selling the benefits of IT Service Management. If the IT Organization understands its total job to be the management and optimization of technology domains and their individual components then these processes have limited value.
However, if it is understood that no component exists for its own right and that the individual components from various domains actually work together in connected systems that support IT services then this is another story altogether.
You see it’s difficult to provide a business case strong enough to convince a technology focused IT organization they need ITIL. It is likely they will see some value in Incident, Problem and Change since these focus on support. However they will likely go no further until the concept of services are understood. Why would I ever do Configuration Management, full Release Management or Service Level Management unless I wanted to now how the technology comes together to deliver end to end services.
This being the case then perhaps the Service Catalog is much more that an a la carte menu for the business customer. The Service Catalog is the foundation for ITIL implementation projects!

This topic is the central theme of the upcoming book that I am co-authoring with my friend Rodrigo Flores and Bill Fine of NewScale. I highly recommend Rodrigo’s blog on Service Catalogs
Rodrigo’s Service Catalog Blog
He felt that his whole life was some kind of dream and he sometimes wondered whose it was and whether they were enjoying it. ~ Douglas Adams, “The Hitchhiker’s Guide to the Galaxy”

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Sunday, October 15, 2006

On a personal note

cool hmm Everyone needs a hobby!

Mine is deemed interesting by many and bizarre by others.

You see my family and I use multi billion dollar military satellites to find Tupperware containers hidden in the forest full of odd trinkets you may find at a dollar store.

This is actually a worldwide sport called Geocaching and it entails the use of a hand held GPS to locate hidden caches around the world. In a sense you can think of Geocaching as a fusion between orienteering, treasure hunting and hiking.

I have three boys 11 and under and it is a great way to spend a sunny Saturday afternoon.

What is interesting is that there are caches hidden all over the world and most of us walk or drive by them on a weekly basis without even knowing they exist.

For more information about Geocaching and to do a search around your home coordinates follow the link below.



Geocaching Website

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