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The IT Service Management Experts

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 23 - Demand Channels

Does The Old Saying About Garbage In -> Garbage Out Apply?

I don’t think anyone in the Information Technology industry would disagree that the internal IT function struggles with an image or branding problem. We struggle with a general business perspective that we are too technology focused, don’t move fast enough and simply do not listen to our business partners.

It is true that we often prefer to think of ourselves as the “Information Technology Guardians” rather than “Information Service Providers” and this comes across as elitism bordering on arrogance.

One of the top complaints that the Business Units have of the IT function is that “IT Does Not Understand Business Priorities!”

In our experience it is true that most IT functions struggle with the influx of un-managed service requests and an immature Portfolio process which does a poor job of gating, prioritizing and resourcing matching new initiatives.

From this perspective one of the critical success factors for fixing this problem is the creation and management of formal and managed channels to receive new Demand.

Join Chris and I in a discussion on this topic “Demand Channels”



Demand Channels - Practitioner Radio Episode 23 from ServiceSphere on Vimeo.



Show Notes:

Related Topics:

The Three Doors Of ITSM Demand

Practitioner Radio Episode 13 - Service Portfolio Management

Practitioner Radio Episode 12 - Demand Management:

Practitioner Radio Episode 16 - Request Fulfillment

Troy’s Thunder Bolt Tip of The Day: Establishing formal, tiered and managed channels for Demand intake is critical for Business and IT Strategy Integration.

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

“Like a human being, a company has to have an internal communication mechanism, a “nervous system”, to coordinate its actions.” ~Bill Gates

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Posted by Troy DuMoulin on 03/22 at 10:57 AM






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