PODCAST

Pink Elephant - The IT and ITIL Service Management Experts

Pink Elephant, The ITIL Experts

The podcasts dedicated to leading the way in IT Management Best Practices .

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All Episodes

13:07

The Kotter Workshop: All I Needed to Know About...

Pink Elephant - The IT and ITIL Service Management... ·

2007/01/12

Designing and building new processes are only part of the IT Service Management (ITSM) puzzle. There is still the challenge of implementing new processes in an organization that is accustomed to working with whatever it has defined as today's processes. Thus, the challenge comes down to changing behavior and changing not just an individual or a team, but the behavior culture of an organization. So how do you do that? Here at Pink Elephant, we have turned to the eight-step approach espoused by Dr

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7:57

Understanding The Release Policy

Pink Elephant - The IT and ITIL Service Management... ·

2007/01/05

Do you implement too many changes everyday? Are there conflicts when scheduling changes? Could you have grouped changes into some sort of bundle? If you answered yes to any of these questions, then you need to consider implementing a Release Policy. ITIL describes many types of possible Releases; yet, many organizations still struggle with translating these definitions into reality. Listen to this PinkCast by Pierre Bernard, Manager of Education Services, and learn: What is a Release? What

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11:59

Security Managment

Pink Elephant - The IT and ITIL Service Management... ·

2006/12/22

Using an illustrative story to review the goal and activities of Security Management, Pink's Executive Consultant Rich Petti discusses the various aspects of Security Management, a Service Delivery process. Rich also delves into how Security Management is linked to customer satisfaction, how it is related to Availability, Continuity, and Service Level Management, and how it plays a key role in meeting governance requirements. The focus of this PinkCast is on a high level view of the key definitions

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6:37

Performance Management: Tying The Service Desk To The...

Pink Elephant - The IT and ITIL Service Management... ·

2006/12/15

Many Service Desk Managers struggle with the concept of conducting annual performance reviews for their staff members. Usually this exercise happens in a very short period of time just before they are due and creative writing becomes the method for completing them. This turns out to be very painful for all involved. The ITIL framework can be a big help in making these performance reviews more accurate and meaningful to the Manager, the staff members and the company. This PinkCast is designed to

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11:35

Capacity Management

Pink Elephant - The IT and ITIL Service Management... ·

2006/12/08

Using an illustrative story to review the goal and activities of Capacity Management, Pink's Executive Consultant Rich Petti discusses the reactive and proactive aspects of Capacity Management, a Service Delivery process. He also delves into how Capacity Management is linked to customer satisfaction, is closely related to Availability, Continuity and Service Level Management, and plays a key role in meeting governance requirements. The focus of this PinkCast is on the sub-processes and iterative

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10:58

Announcing Two New Practical Workshops On Developing...

Pink Elephant - The IT and ITIL Service Management... ·

2006/12/01

How To Create A Service Catalog According To ITIL Best Practices. The role of Service Level Management (SLM) and its primary tool, the Service Catalog, are critical success factors in the process of moving to repeatable and auditable service provision. The Service Catalog represents a trusted record of the services provided by IT, its default capabilities, measures and primary means of access and provision. In short the Service Catalog represents the value IT provides to business enablement: What is

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10:54

Process Simulations

Pink Elephant - The IT and ITIL Service Management... ·

2006/11/24

A popular offering from many IT Service Management consulting firms are process simulations. Process simulations seem to come in all shapes and sizes, each with their own set of pluses and minuses. What makes for a good process simulation and what purpose would it serve in your organization? This PinkCast, delivered by Executive Consultant Jack Probst, speaks to the nature of process simulations and what criteria you should consider when deciding on where a simulation could supplement your education

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7:21

Implementing Problem Management

Pink Elephant - The IT and ITIL Service Management... ·

2006/11/17

Many organizations struggle with implementing Problem Management. In reality, Problem Management should be one of the easier processes to implement. Unfortunately, some organizations still confuse Incident and Problem Management; often, they only implement Problem Management when reacting to a Major Incident and someone high enough in the organization has yelled loud enough. Incident Management data is important to Problem Management, but often the Service Desk / Help Desk has a feel for what types

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10:00

Understanding Change Models

Pink Elephant - The IT and ITIL Service Management... ·

2006/11/10

The IT Infrastructure describes many types of possible changes. Many organizations still struggle with translating these definitions into reality. One way to achieve this is to look at change models. A change model will have the following characteristics: The part of the infrastructure affected such as service, system or configuration item. Who (person or group) will be assessing, developing, testing and implementing the change. What needs to be documented about the change. Whether or not there will

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6:54

ITIL Awards

Pink Elephant - The IT and ITIL Service Management... ·

2006/11/03

The adoption IT Service Management represents a significant effort and cultural transformation that is not for the faint at heart. Over the year, Pink Elephant has made an effort to bring industry recognition to leaders and corporations who have made a significant commitment to the philosophy of Service Management. Each year at our annual IT Service Management conference we sponsor three important awards. ITIL Project Of The Year, ITIL Practitioner Of The Year, ITIL Certification Student Of The

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8:35

Pink Blogs

Pink Elephant - The IT and ITIL Service Management... ·

2006/11/03

“Good communication is as stimulating as black coffee, and just as hard to sleep after.” ~ Ann Morrow Lindberg. In keeping with the spirit of Pink’s mission statement, we continue to focus on new ways to research, document and promote best practices in a spirit unique to our culture. In this spirit, Pink Elephant has recently launched our newest communications medium – “Blogs”. Come take a look at several blogs recently added to our website. Visit one of our blogs and share experiences, thoughts or

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6:44

Pink Elephant's 11th Annual Conference Update

Pink Elephant - The IT and ITIL Service Management... ·

2006/10/27

For the past ten years, Pink Elephant has brought some of the world's most intriguing and inspiring keynote speakers to its International IT Service Management Conference. With the program now complete for Pink Elephant's 11th annual conference, taking place Feb 18-21, 2007 at the Venetian Hotel in Las Vegas, this PinkCast offers an update on some exciting new featured speakers coming to the world's largest event dedicated to IT best practices.

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9:29

Knowledge Management

Pink Elephant - The IT and ITIL Service Management... ·

2006/10/20

Knowledge Management is a valuable addition to resources available to IT Service Management processes. But, Knowledge Management is a topic that is not the easiest to define or scope. This PinkCast is intended to serve as a primer on the subject of Knowledge Management - what it is and what it isn't. This session will serve as a springboard for future programs which will begin to explore how Knowledge Management is useful for the various ITIL processes. Note: Please be advised that this is an

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10:56

The Practicality Of Prioritization

Pink Elephant - The IT and ITIL Service Management... ·

2006/10/06

Let's face it - everyday, the IT professional is bombarded with numerous demands on their time. First they have what are supposedly their own jobs to complete; then, they have all of those deliverables demanded by the projects they have been assigned to. Last but not least, they are called upon to fix incidents or perform root cause analysis or to be involved in a Change. What is a guy or gal to do with all of these demands upon their time? That is exactly the question Pink Elephant is going to

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9:01

Change & Release Implementation Reviews

Pink Elephant - The IT and ITIL Service Management... ·

2006/09/29

In ITIL, it is necessary to establish the criteria for the success of the change in accordance with the business requirements for the change. These criteria for success are established though the release qualification criteria, or acceptance criteria developed by Release Management. Join Pink Elephant's Managing Consultant Graham Price and learn about some of the key considerations for the Change and Release implementation review.

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13:28

Pink Elephant's 11th Annual Conference Preview

Pink Elephant - The IT and ITIL Service Management... ·

2006/09/22

Go behind the scenes with Pink Elephant's President David Ratcliffe, and VP of Global Events, George Spalding, and hear all about the exciting plans underway for the 11th Annual International IT Service Management Conference & Exhibition, coming Feb 18-21, 2007 at the Venetian, Las Vegas. Find out how Pink Elephant intends to offer fresh, relevant content at the largest worldwide conference for IT Service Management. David and George will discuss: What’s different for the 2007 conference? What’s

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13:52

The ITIL® Communication Plan

Pink Elephant - The IT and ITIL Service Management... ·

2006/09/15

An ITIL implementation project requires a major cultural change and a transfer of knowledge to: Ensure awareness of the program. Provide training for the specific roles and participants. Monitor and adjust the attitudes and behaviors of the employees. Advertise the long term benefits expected. To achieve these objectives, there needs to be a formalized and comprehensive Communications Plan. This plan, if implemented effectively, can make the difference between success of the overall ITIL program, or

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17:15

The Role Of The Process Owner - The Key To Process...

Pink Elephant - The IT and ITIL Service Management... ·

2006/09/08

Since the advent of Henry Ford’s Model T and the creation of complex assembly lines, organizational designs have focused on breaking apart complex processes into individual tasks – the result of which manifests itself as silo or stove pipe based organizational charts where the right hand has little knowledge of what the left hand is doing. As technically focused IT shops transition into service organizations, we have to splice back together what has been artificially separated. In reality, what is

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6:52

Mountains, Molehills And Dead Buffaloes

Pink Elephant - The IT and ITIL Service Management... ·

2006/09/01

Implementing ITSM processes always represents significant organizational change, concerns and resistance. Many of the issues raised are legitimate risks that need to be identified, documented and managed as either an issue for the project Charter or project risk log. Add to this the need for newly formed project team’s to constructively air the concerns and risks they perceive in achieving project success and we have the perfect opportunity to conduct a workshop activity called Mountains, Molehills

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12:43

Developing A Balance View Of Measurement

Pink Elephant - The IT and ITIL Service Management... ·

2006/08/25

To truly understand the health and welfare of anything one must look at it from multiple perspectives. This statement summarizes the position of a best practice measurement model called the balanced Score Card documented by Kaplan and Norton. The traditional BSC method is a strategic approach and performance management system that enables organizations to translate a company's vision and strategy working from four perspectives: Financial perspective, Customer perspective, Business process

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Pink Elephant - The IT and ITIL Service Management Experts

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