Pink Elephant
The IT Service Management Experts

Troy's Blog

The Hitch Hiker's Guide to the IT Galaxy and Beyond
Don't Panic



Troy Dumoulin Photo

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.


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 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."

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


Troy On Twitter

Recent Entries



Other Blogs


ITIL v3 - Service Strategy

As the world waits on information about ITIL v3 we are beginning to see sneak peaks based on information shared by the ITIL v3 authors at conferences and speaking opportunities. Two of those conferences were hosted by Pink Elephant in the past few months in Las Vegas & Mexico City. The author’s presentations and the verbal explanations that accompany them are starting to provide insights into what new content the library will contain.

The next few posts on my blog will provide insight into the knowledge that has been gleaned from these public sessions. However, while we can begin to understand from these presentations which of the 5 core books contain which processes it is also important to understand that a given process cannot be fully understood within one stage of the service lifecycle. So while you may find the majority of information about one process in a specific book it will be necessary to read the relevant sections in each of the books before you fully understand the interplay and activities of a given process in relationship to the full Service Lifecycle model.

From the earliest days we have been talking about the ITIL processes in relationship to the fact that some of the processes could be deemed as (Operational). These processes which were largely found in the Service Support book of ITIL v2 are viewed as the basic process of service management for getting day to day work done. 

Other processes we called (Tactical) in the sense that they had a day to day element but also focused on proactive planning and typically had has an output a formal plan that was a key input in IT Strategy and Business Alignment goals. These processes are the ones that were clustered in the Service Delivery book.

Note: The ICT Infrastructure Management book contains elements covering both an operation and tactical level of IT management.

However, while we talked about IT having strategic processes and could point to the two Business Perspective books published under ITIL v2 we really could not point to specific processes around IT Strategy within the ITIL framework.

From the public awareness sessions and the conference presentations over the past view months we now understand that this has changed.

The Service Strategy book focuses specifically on the processes that IT Executive Management and our visionary white tower IT Architects and Engineers are supposed to be concerning themselves with.

While an entire book cannot be summarized well in a one hour session here are some of the content elements we will apparently find in the Service Strategy book.

The first book in the lifecycle is the Service Strategy  which looks at the overall business aims and expectations ensuring the IT strategy maps back to them.
Example Service Strategy Content

  • The Practice of Service Management
  • Service Principles
  • Service Assets, Provider Types, Structures, fundamentals
  • Service Strategy Processes:
  • Service Economics
    • IT Financial Management
    • Return on Investment
    • Service Portfolio Management
    • Demand Management

The great thing about the IT Strategy book in my opinion is that it brings to ITIL the perspective of the CIO and Executive Management team.

The technology industry is going through a major evolution from an industry that is focused on the optimization of technology domains managed in mythical isolation from each other, to one that is focused on the realization that IT Management is accountable for knowing how any given component or device supports a service which impacts or enables a business process and outcome.

“Gee, Toto, I don’t think we are in Kansas anymore…” ~ Dorothy Gayle

Troy’s thoughts what are yours?

imagine a puddle waking up one morning and thinking, ‘This is an interesting world I find myself in, an interesting hole I find myself in, fits me rather neatly, doesn’t it? In fact it fits me staggeringly well, must have been made to have me in it!’ This is such a powerful idea that as the sun rises in the sky and the air heats up and as, gradually, the puddle gets smaller and smaller, it’s still frantically hanging on to the notion that everything’s going to be alright, because this world was meant to have him in it, was built to have him in it; so the moment he disappears catches him rather by surprise. I think this may be something we need to be on the watch out for. ~As quoted in Richard Dawkins’ Eulogy for Douglas Adams


Posted by Troy DuMoulin on 04/11 at 12:31 PM






Remember my personal information

Notify me of follow-up comments?

Please answer the question asked below:

ABC easy as 12_. What number is missing?