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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 Live Episode 22 – Service Management Office 2.0

Live from Pink12 - The Service Management Office 2.0

Join Chris and I as we discuss the role of the Process Owner and the evolution of a new functional group called the Service Management Office.

The evolution of this new function typically starts with the creation of a small dedicate group of ITSM process owners but then often evolves into a new function responsible for service management excellence and CSI


Show Notes:

  • Practitioner Radio is 1 Year Old
  • Pre-show pre-amble rambling 7:30 am at Pink12
  • The ITSM Eco-system – Base Elements
  • The Evolving Service Organization (link to full paper)
  • Process Owner Critical Success Factors
  • Start- Placing process owners in the existing organization structure
  • Pros & Cons of placing Process Owners in the existing structures
  • Process Owner Combinations
  • The move to creating a dedicated Process Owner group / department
  • The evolving Service Management Group taking on new functions
  • The Service Management Office becomes the CSI Office
  • The Service Owner Role
  • The Service Management Office Lite (only about processes)
  • The SMO is the Internal Service Excellence Group
  • The three types of metrics (Technical, Process and Service)
  • The Service Management Dashboard
  • The Service Owner needs data for Service CSI for Portfolio Inputs
  • The next episode “How Do We Retire Legacy Services?”
  • Many organizations have started this evolution without intent but now strategy
  • The history of Troy’s Thunderbolt Tip


Troy’s Thunderbolt Tip: “Most organizations will find that they will eventually have to dedicate full time staff to the process owner role.”
Troy’s & Chris’s Thoughts What Are Yours?

“I put my heart and my soul into my work, and have lost my mind in the process.” ~Vincent Van Gogh
To subscribe to Pink’s Podcasts on iTunes

Posted by Troy DuMoulin on 03/04 at 11:24 PM

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