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Troy's Blog

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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Practitioner Radio Episode 12 - Demand Management

Not Understanding and Managing Demand results in IT delivering services that do not meet business / customer needs!

Join Chris and I as we dive into Demand Management and discuss how it is the Front Door of Value Generation.

Practitioner Radio Episode 12 - Demand Management from ServiceSphere on Vimeo.

Show Notes:

  • Demand Quote: Al Capone: I am like any other man, all I do is supply a demand
  • All providers have to manage demand and supply
  • Service Desk: Erlang Calculators / Managing Service Desk Demand
  • Predicted Demand / Non Predicted Demand (History vs Transactional demand)
  • Demand Mgmt requires constant monitoring
  • Prince2 & PMBOK & Demand
  • Project Management vs Portfolio Management (Service / Project)
  • Demand feeds Portfolio Management
  • Merger’s & Acquisitions and Demand Management
  • The role of Architecture in Demand Management
  • The role of Business Relationship Mangers Role and Demand Management
  • Demand Management integrations with the Service Life Cycle
  • The Service Catalog and Demand Management
  • Normalizing Custom Services from SLA’s into the Service Catalog (shaping demand)
  • Shaping Demand (Service Desk & Hosting Examples)
  • Demand influences through price
  • Show Back versus Charge Back (tool for moderating demand)
  • Demand Management Tenants: (Receive, understand, predict) & (influence, shape)
  • Three Types of SLA’s (Historic, Expected, Psychological)
  • Quantified Self – Using Technology to monitor yourself
  • Demand Management & 1st line Support
  • 4 Entry points in ITIL for Demand Management
  • Is A Password a Service Request or Incident?

Thunder Bolt Tip: IT like any service provider is responsible for planning and managing their supply based on demand. Demand Management is in part about receiving and influencing demand based on their clients best interests not their own.

Troy’s & Chris’s Thoughts What Are Yours?

“Ability will never catch up for the demand for it” ~Confucius

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Posted by Troy DuMoulin on 08/23 at 03:45 PM






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