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Troy Dumoulin Photo

Troy DuMoulin, VP, Research, Innovation & Product Development

Troy is a leading ITIL® and IT governance 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 acronym’s like ITIL, 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 7 - The IT Service Catalog

Chris Dancy and I Explore The Concept and Practice of “The Service Catalog”

The Product Is Not The Totality of Your Service

Practitioner Radio Episode 7 from ServiceSphere on Vimeo.

Show Notes:

  • Jack Probst Visit
  • ISO 20000
  • Service Catalogue
  • Pink11 Blogs around IT Services
  • NewScale Software
  • Touchpaper (LANDesk)
  • Service Catalogue Classes
  • How does TROY define a service
  • The Service Catalogue is about the EXPERIENCE
  • Service Catalogue is the Rosetta Stone between business and the IT
  • What was the Rosetta Stone
  • What Museum has the Rosetta Stone?
  • The product is NOT the totality of the experience
  • The service catalogue module
  • When I hear you say service, I think of Microsoft “services”
  • Where do you start with a Service Catalogue?
  • Request Catalogue<> Service Catalogue
  • Buy me Now….ACTIONABLE SERVICE CATALOG
  • What question has scared Chris about Service Catalogue for YEARS?
  • Service Owner
  • Business Relationship Management Roll eg. Business Dev
  • Demand Management      
  • Service Level Management Podcast
  • The Service Catalogue is your MASTER SERVICE LEVEL AGREEMENT!
  • Sears WISH Catalog
  • When did RUSH shipping happen?
  • Chris’s Birthday
  • Troy’s Service Catalog Blogs


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

Troy’s Thunder Bolt Tip of The Day: “Everyone has a service Catalogue! Its Either a rather large Line Item on your Customers P&L or its some declared value description of the services your provide for the money provided each year. Which kind of catalogue do you have?”


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Posted by Troy DuMoulin on 03/31 at 04:54 PM

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