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



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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.


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


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PNN: 1 - The Case For Integrated Service Management

Disruptive Competition & The Need For Integrated Service Management

While continual change is a constant in the universe, there are some periods in history where radical change is the only solution – or we face an extinction event. The IT industry is now looking at one of these major transformational periods square in the eye. It could even be said that this moment in history is the third major industrial revolution –“The Age Of Digital Transformation.”
While technology does have a part to play in this time of radical change it is not the driver, only the enabler. The true drivers for business change are as they have always been external market and competitive forces which are ironically leveraging the same technical enablers to digitally disrupt traditional supply models. Examples include:

  1. The commoditization of traditional on premise IT technology services by cloud based options.
  2. The enablement of global IT resourcing and off shore delivery models by telecommunication and collaboration technology putting pressure on local rates, skills and specialization.
  3. The inevitable trend to fully automate repetitive work through artificial intelligence and machine learning.
  4. The collective impact of the first three drivers on the speed at which an existing or new competitor is able to come to market and put pressure on traditional brick and mortar business models.

Unquestionably, “Digitally Disruptive Competition” is one of the key drivers behind the industry focus on achieving the mantra of “Better, Faster, Cheaper”

With growing external pressure, organizations have reached the tipping point for change. They are forced to finally address long-standing cultural issues, political barriers and leadership gaps that have traditionally brought most improvement programs to their knees. Now is the time to change. And to change rapidly in order to survive. The banner many organizations are flying, to give a name to that change is “DevOps”. However, DevOps is not one thing but a word that represents a movement and collection of practices and automation techniques focused on software development and Agile project management practices. These practices, while important, represent a narrow band of IT capabilities often nicknamed “The Software Factory.” Yet, the larger value system and set of capabilities critical to enable the IT organization to operate as a strategic partner and service provider are much broader than the Software Factory. This requires us to focus on a broader understanding of the IT value system, and the full set of capabilities that we are calling ”Integrated Service Management that are required to deliver, sustain and innovate in order to deliver value.

Join George Spalding and I in this first episode of Pink News Network (PNN) as we launch a new approach for the popular Practitioner Radio podcast now in video format.


Show Notes:

Full Whitepaper:

  • Introducing PNN Episode -1 “Integrated Service Management”
  • Do emerging models and frameworks replace the need for ITIL?
  • Lean’s 3 Dimensions of value (Quality, Speed, Cost)
  • With integrated Service Management you can have all 3 dimensions
  • The term Service Management is now larger than the context of ITIL
  • The evolution of ITSM / ITIL over the previous improvement interactions
  • David Ratcliffe’s perspective on the Industry’s & Voice of Customer need for “Integrated Service Management”
  • The most frequently asked question in 1999 was “What tools support ITSM?”
  • The next question that the industry raised was “what are the roles to support these practices?”
  • Every time we introduce something new, culture is a major enabler or constraint
  • There are currently no references you can leverage to share how an organization can integrate the various models
  • This has driven a need for a clear direction on how to achieve this
  • When Columbus discovered the new world what changed? The world of the map?
  • Integrated Service Management Whiteboard Model
  • Planned Work vs Un-Planned Work
  • Percentage of Un-Planned work typically around 80%
  • Shift Left - Lean Quality at the Source
  • Integrated Service Management is larger than the software factory
  • Theory of constraints teaches us that localized optimization without understanding the full systems and the constraints is a myth
  • The ITIL Update coming in 2018

Integrated Service Management Classes
Pink18 - February in Orlando

George’s, David’s and Troy’s Thoughts what are yours?

“We’re all pilgrims on the same journey - but some pilgrims have better road maps.” ~Nelson DeMille

To subscribe to Pink’s Podcasts on iTunes

Posted by Troy DuMoulin on 12/12 at 04:40 PM






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