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The Hitch Hiker's Guide to the ITIL Galaxy and Beyond
Don't Panic



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Troy DuMoulin, VP, Research & Development

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 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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Wednesday, April 27, 2016

PR 68 - DevOps, ITSM Release & Aviation Best Practices

What Aviation Practices Can Teach Us About Landing High Volume Release’s In Production Without Failure

One of the main challenges IT Organizations face is how to release updates to the production environment in an accelerated but yet safe manner. The opportunity and challenge of DevOps is how to accomplish both both goals of (speed and safety). In today’s PR Radio episode George and I speak with our guest J. Paul Reed about what the Aviation Industry can teach us about how to do exactly this!

Join Paul, George and I as we discuss how DevOps, ITIL Release & Deployment and Change Management can successfully be integrated based on these principles

Show Notes

  • Guest: J. Paul Reed
  • Release Engineer - now called DevOps
  • DevOps Case Studies: DevOps in Practice
  • Case Studies: Nordstrom and
  • DevOps typically starts with a “Crater Event”
  • Release Engineering and the aviation term - “An Approach Procedure”
  • Release Engineers as Air Traffic Control and Developers as Pilots
  • FAA - Air Traffic Management - Local and National (ITSM / ITIL Connections)
  • FAA: Minimum Equipment List (MMEL)
  • (MMEL) similar to ITIL Release & Deployment production assurance requirements
  • DevOps, Release vs Deployment and Change Management
  • The role of Release Engineering changing based on the focus on flow and automation of continuous delivery
  • Breaking down silos and increasing flows through DevOps cross functional teams
  • Release ensures that Non-Functional as well as Functional / Feature User Stories
  • Minimal Equipment List vs Minimum Viable Product
  • The Checklist Manifesto as an effective control
  • Release Deployment / Continuous Delivery and Naval Pilots

DevOps In Practice

George’s, Paul’s and Troy’s Thoughts What Are Yours

“Three reasons problems are inevitable; first, we live in a world of growing complexity and diversity; second, we interact with people; and third, we cannot control all the situation we face.” ~jose John C. Maxwell

To subscribe to Pink’s Podcasts on iTunes

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Posted by Troy DuMoulin on 04/27 at 03:12 PM
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Tuesday, March 22, 2016

PR 67 - The Lean IT Field Guide

How Organizations Can Effectively Adopt Lean IT Practices & Culture

Many organizations have embraced Lean Thinking and Continual Improvement. They start by building awareness and investing in education but then struggle on how to actually get started and to effectively change culture.

Join Mike Orzen, George and Troy as they discuss Mike’s new book offering practical guidance, lessons learned and practical strategies for enabling a mindset and culture of continual improvement.

Show Notes:

  • Guest Mike Oren
  • First Book: Lean IT: Enabling and Sustaining Your Lean IT Transformation
  • New Book: The Lean IT Field Guide - A Roadmap for Your Transformation
  • Troy’s involvement in the Lean IT Association
  • Lean IT Leadership
  • Combining Lean IT and ITSM
  • Free Chapter: Foundation of Lean
  • Patterns and Common Themes with how organizations adopt Lean
  • Lessons Learned, Roadmaps
  • Case Studies: CIMT - Software Development, AEP - Energy Provider
  • Day 0 - Getting Started with planned Kaizen Events
  • Next steps - Developing a Kaizen Mindset (Continual Improvement Culture)
  • Leadership Challenge - developing a Lean Culture vs being the Answer Machine
  • Lean - Leadership with humility (Servant Leadership)
  • Chapter: Why Management Still Matters (Removing Barriers)
  • Hard to change from providing answers to coaching and mentoring others
  • Lean IT based on Lean Thinking requires frameworks such as ITIL
  • Lean is the background of Agile and DevOps
  • DevOps a popular terms to mean many things
  • True North & The Lean IT Cosmos
  • Lean IT Courses - Pink Elephant

  • Mike’s, George’s & Troy’s Thoughts What About Yours?

    ““The world we have created is a product of our thinking; it cannot be changed without changing our thinking.” ~Albert Einstein”

    To subscribe to Pink’s Podcasts on iTunes

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    Posted by Troy DuMoulin on 03/22 at 05:20 PM
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    Saturday, February 06, 2016

    PR 66 - To Change Is Human; But Never Easy

    Adopting, Adapting Frameworks is 20% Process/Tools & 80% People Change

    Living, working and moving through life’s stages represents a constant process of change and transition. Yet somehow we never seem to master this process and often completely ignore this central aspect of our lives at work and at home. One of the greatest challenges to achieving our vision, goals and objectives in the workplace is that we do not place the correct level of focus on this critical success factor, leaving the most challenging aspect of our professional lives to hope and happenstance.

    Unfortunately - Hope Is Never a plan!

    Join George and I as we discuss with our guest Robin Hysick the different dimensions, models and methods for managing Organizational Change. Specifically on this podcast we will focus on what leaders need to know and understand about managing change and how through intentional leadership it is possible to smooth out the challenges of transition.

    Show Notes:

    • Introduction of Robin Hysick - Pink Elephant Change Practice Lead
    • What is a practice?
    • Pink Elephant Training on Organizational Change Management
    • Working with Technology is easy when compared to People Change / Transition
    • Adoption of frameworks always includes changes of Attitude, Behaviours and Attitudes
    • Leadership styles and Change / Transition
    • Leaders often forget that they have already progressed through the change cure
    • Change always has a cost - Beckhard and Harris ( A*B*C > D)
      1. A = Cost of Current State
      2. B = The Appeal of the future state
      3. C = The logical and sequential steps to achieve B
      4. D = The cost of Change
    • ROI Definition requires and understanding of the benefits decided by the cost of current state
    • Leaders need to involved people in change “People don’t resist change they resist being changed”
    • Change needs a Plan! (Planned Change - e.g.: Kotter 8 Steps)
    • Change requires Urgency and time sensitivity
    • Change also involves culture (Deal and Bolman Model)
    • Change requires being aware that Emotion always Trumps Reason
    • Managing Emotions requires turning communication and awareness techniques to specific stakeholders
    • Kotter - Heart of Change was the realization of that Emotion is more important than logic
    • William Bridges Book (Managing Transitions) Change vs Transition
    • Archie Bunker and Change vs Transition
    • Humans normally focus on loss over benefits even when what they are gaining is superior
    • Consciously Competent to Uncertainty is painful and has a cost
    • Loss of productivity is normal when people move to new situations
    • The valley of despair and change when leaving your comfort zone
    • The key is to keep the dip short and also shallow
    • The fear of not changing and falling behind (The cost of not changing)
    • Organizational Change is a growing discipline which borrows from other areas of knowledge
    • The importance of understanding and working with stakeholders

    Robin’s, George’s & Troy’s Thoughts What About Yours?

    “The only constant in the universe is change - you can either manage change or it will manage you”

    To subscribe to Pink’s Podcasts on iTunes

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    Posted by Troy DuMoulin on 02/06 at 05:11 PM
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