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Troy DuMoulin, VP, Research & Development

Troy is a leading ITIL®, IT Governance & Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Service Manager and 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.

 

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"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 acronyms like ITIL, Lean, Agile, DevOps, 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."


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"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."
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ITIL v3 – Service Design

This is the 2nd in a series of posts which deal with what information has been shared in public events about ITIL v3 content and coverage.

There is a simple, logical yet very profound set of statements that I am very found of quoting.

  • What is not Defined cannot be Controlled!
  • What is not Controlled cannot be Measured!
  • What is not Measured cannot be Improved!

While this may seem simplistic, consider that the majority of IT processes are repeatable only in the sense that they are reliant on human effort and tribal knowledge. Little is written down other than basic operating procedures and we seem to take a sense of pride that the success or failure of our IT operations rests on our daily heroic efforts. 

The profound element of this quote is that nothing is real until it is written down and signed off. Until this happens truth is open to interpretation and little progress can be made on getting better. The simple fact is that to begin the journey of improvement for anything we need to document the starting point or norm as the basis for improvement. Otherwise we are dealing with an ever shifting sea of sand dunes where reality is open for interpretation and nothing is known for certain.

This is where the 2nd book in the ITIL v3 library is taking us. The book “Service Design” is about starting at the beginning and documenting the attributes, characteristics, automation and reporting requirements for building, and operating IT Services that meet specific business requirements.

 

From the session delivered at Pink’s Vegas conference by the book authors and from a general ITILv3 overview delivered by Gary case we understand the content of the Service Design book to contain the following elements.

  • Service Design Principles
  • Service Design Processes
    • Service Catalog Management
    • Service Level Management
    •  
    • Capacity Management
    • Availability Management
    • Service Continuity Management
    • Information Security Management
    • Supplier Management
    • Application Management
    •  
    • Requirements Engineering
    •  


Again it is important to note as I did in the previous post that while we may find these processes in the Service Design book they each have aspects that apply to each other phase of the service lifecycle. Another note of interest is that from this list of processes we can see that the scope of ITIL v3 is now catching up to and surpassing the ISO/IEC 20000 standard that was broader than the ITIL v2 process model.

Troy’s observations and conference notes what are yours?

In his book, “The 7 Habits of Highly Successful People”, Stephen Covey suggests that the starting point of Strategic Thinking is Beginning With The End in Mind. This is in essence what the ITIL Service Design book is all about. In the end It all boils down to being absolutely clear on what business outcome you really want and designing services that meet that need.

 

Posted by Troy DuMoulin on 04/16 at 12:39 AM
  1. A quick FYI - Sharon Taylor will be giving a webinar on ITIL v3. As I understand there will be a Q&A afterwards.

    See below.
    http://www.axiossystems.com/six/en/corporate/webinars.php

    Posted by .(JavaScript must be enabled to view this email address)  on  04/20  at  06:52 AM
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