Entries by Troy DuMoulin, VP Research & Development

About the Author

Troy DuMoulin, VP Research & Development

Troy DuMoulin, VP Research & Development

VP, Research & Development, Pink Elephant

Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL 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 Service Catalog Is the Central Pillar of an IT Service Organization

I would like to share a conversation I recently had with a class focused on Integrated Service Management. The class was discussing the evolution of an IT organization’s culture and customer engagement approach as it moved from a technology life cycle or asset mindset to one focused on holistic products and services that support customer outcomes. One of the students in the class made this very bold statement of dependency...

Telltale Signs of IT Dysfunction — and How to Fix It

Recently I was approached by Stacy Collett at CIO.com to talk about IT culture in the workplace. Cooperation or playing nice for mutual benefit and individual goal achievement is simply not enough to support transformation goals, digital or otherwise. What any community needs are shared values, goals, practices, and a sense of shared priority. This is what it means to collaborate (shared goals) versus cooperate (individual goals). Here is a link to the article: Telltale Signs of IT Dysfunction -- and How to fit it.

Rapid Response: How to Identify and Agree on Improvement Ideas

Being able to quickly react and effectively solve IT problems is crucial to achieving business value in today’s rapidly changing global marketplace.

Savvy competitors have embraced Lean problem-solving and improvement methods – which are established and proven – to help organizations enhance the quality, speed, and cost of their products and services by focusing on value while removing waste.

The Human Side Of Organizational Velocity

Is Your Technology or Framework  A Solution Looking For A Problem?

It seems that every other webinar, tweet or conference presentation you see posted over the last few months all focus on increasing the speed of value delivery. My own writings have admittedly been focused on this challenge for over the past 24 months as our industry responds to the market demand for better faster cheaper!

As usual the IT solution to this challenge is typically presented in two categories. 

  • Enter Stage Left: We need efficient & integrated processes {Agile, Lean & DevOps}
  • Enter Stage Right: We need better tools {Cloud Foundries, Digital Pipelines & Artificial Intelligence}

However, from where I stand the primary challenge and barrier to building the necessary velocity continues to be a people and organizational change management issue and not a process or technology problem. To point out the obvious (Elephant in the room) if you would forgive the gratuitous reference to my employer the main barriers have always been and continue to be organizational and cultural challenges related to:

  • Center Stage:  Leadership, Lack of Shared Goals and Silo versus Systems Thinking

PR 73 - Service Integration & Management (SIAM) & Multi Supplier Environment3

Multi Vendor IT Supply Chains Are A Fact of Life, You Either Manage Them Or They Manage You

In our evolving digital economy, organizations are facing intense pressure to increase speed to market, address accumulated technical debit and move their focus from run to innovation. The result of these drivers creates a trend to leverage cloud technologies and increased use of third party suppliers. However, the growing complexity of our supply chain creates new challenges around alignment, shared priorities and service delivery. To address this challenge organizations are adopting an emerging management model called Service Integration and Management (SIAM) based on frameworks such as COBIT and Project Management to improve service delivery alignment across different suppliers.

Join George, Shane and I In this episode of Practitioner Radio where we discuss how organizations use a designated and dedicated service integrator function to establish common practice across diverse internal and external supplier environments.

PNN: 1 - The Case 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.”