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Pink Elephant EMEA

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  • The many faces of the Service Desk The many faces of the Service Desk Luci Allen, Head of Operations, Pink Elephant EMEA Recorded: Jul 21 2016 41 mins
    More and more the Service Desk is becoming the focal point of our IT function - if we get this right the business loves us but if we get it wrong ...
    The Service Desk has evolved over the last 20 years from being a “nice to have” to a critical support function to the business. Nowadays it’s the normal expectation that there will be someone at the end of the phone / email / portal 24/7 to answer any technical related question we may have, be that a request for equipment to fixing email that is not working etc.
    How can we get this right? Join Luci Allen, Head of Operations at Pink Elephant EMEA, as she guides us through the many faces of the Service Desk and gives advice and guidance on just how to get it right.
  • It takes two to manage Business-IT relationships It takes two to manage Business-IT relationships Aleksandr Zhuk, President & CEO, Co-founder, BRM Institute & Mark Smalley, Ambassador & IT Paradigmologist Recorded: Jun 7 2016 54 mins
    Based on recent and ongoing interest in Business Relationship Management, there can be no doubt that BRM is a hot topic. Organizations realize that a better relationship between business and IT will result in more business value from the IT provider’s products and services.

    But how do you achieve this from a provider’s perspective? What kind of knowledge, skills, behaviors and processes do you need? And because the relationship is by definition with the business, what do you expect from your partners on ‘the other side of the fence’? How can you help them to fulfil their side of the bargain?

    This webinar references the BRM Institute's Interactive Body of Knowledge (BRMBOK) and the ASL BiSL Foundation's Business Information Service Library (BiSL).

    After listening to Aleksandr and Mark share their perspectives, there’ll be ample opportunity for you to join in and contribute to the dialogue - you are most welcome!
  • Cracking Cultural Change Cracking Cultural Change Helen Windle, ITSM Consultant, Pink Elephant EMEA Recorded: Apr 22 2016 48 mins
    Cultural Change is one of the hardest things to crack within any organisation, let alone within IT. IT is fast paced - moving responsively to the business, technological and even public requirements. However, a required cultural shift from within is rarely successful. On average a mere 30% of Cultural Change Initiatives are successful, and a lot can be lost when it fails!

    Join Helen Windle, ITSM Consultant, as she guides you through the key points to get it right first time.
  • The Best Of The Best – Blending AGILE, DevOps, LEAN UX & ITIL The Best Of The Best – Blending AGILE, DevOps, LEAN UX & ITIL Andrew Humphrey, Head of Service Management, Auto Trader Recorded: Apr 7 2016 53 mins
    Auto Trader is the largest digital automotive marketplace in the UK with 65% of all used car transactions involving cars advertised on Auto Trader’s web services. As an online organisation it was critical to business strategy that Auto Trader find innovative ways to increase the speed and quality of their release cycles. To achieve these goals Auto Trader IT organisation had to leverage cutting edge automation and blend several best practice models for their own recipe and approach to enabling business results.

    Join Andrew Humphrey as he discusses their service management journey over the past five years which has seen them start with ITIL, incorporate Lean principles, Agile development methods and DevOps automation. These incorporations have resulted in a highly flexible and capable support organisation that uses the best of breed approach from multiple disciplines to offer an enviable level of business support.
  • IT Governance Vs Compliance - Taking Back the Strategy High Ground IT Governance Vs Compliance - Taking Back the Strategy High Ground Peter Hubbard, Principal ITSM Consultant @ Pink Elephant EMEA Recorded: Mar 9 2016 49 mins
    One of the most critical challenges IT departments have is ensuring their IT strategy underpins the business strategy, and more importantly, is seen and understood by the business to underpin its strategy while adding value.

    Establishing an IT governance model is the tool and method which allows senior managers to choose key focus areas from multiple best practice frameworks, such as ITIL, PRINCE2, ISO27001 and ISO38500. They do this to ensure the structure of the IT department, and the capabilities of those departments deliver value and align as closely as possible to the business needs. Join Peter Hubbard, Pink Elephant EMEA, as he takes the mystery out of ensuring your IT strategy not only underpins the business strategy, but is seen to underpin it with concrete defined processes, activities, controls, metrics and deliverables all mapped back to defined business needs.
  • How to ensure your ITSM improvement programmes succeed How to ensure your ITSM improvement programmes succeed Peter Hubbard, Principal ITSM Consultant @ Pink Elephant EMEA Recorded: Jan 11 2016 39 mins
    Why do so many improvement programmes fail to deliver the expected benefits?
    Drawing on 20 years experience delivering targeted improvement programmes for clients around the world join Peter Hubbard, Principal ITSM Consultant @ Pink Elephant, as he discusses what aspects a successful improvement programme needs to consider, and what happens when those same aspects are neglected.
  • Transform knowledge into practice with ITIL Practitioner Certification! Transform knowledge into practice with ITIL Practitioner Certification! Luci Allen, Head of Service Operations Pink Elephant EMEA Recorded: Dec 18 2015 22 mins
    It’s been a while since we’ve had a significant portfolio development to talk about in the world of ITIL training, but that is all set to change with the launch of the ITIL Practitioner Certification for 2016!

    Where ITIL Foundation focuses on the ‘what’ and the ‘why’, ITIL Practitioner shows ‘how’ to start adopting and adapting the ITIL framework within day-to-day situations and responsibilities, giving individuals more confidence in their ability to structure and contribute to ITSM initiatives.

    Join Luci Allen, Head of Service Operations Pink Elephant EMEA, as she outlines how the ITIL Practitioner course provides individuals with a comprehensive toolkit of templates, guides and worksheets and adds value to ITSM improvement initiatives by incorporating good practice from other methodologies and frameworks such as DevOps and Lean.
  • How to make Change Management work in the real world How to make Change Management work in the real world Peter Hubbard, Principal ITSM Consultant Pink Elephant EMEA Recorded: Nov 6 2015 59 mins
    Change Management is one of the most critical ITSM processes for any organisation, but it's worryingly easy to get it wrong! All to many organisations try to deploy, or improve, this key area and struggle to gain adoption from those it's designed to support.
    ITIL is a great starting point but where is a poor Change Manager to turn to when confronted with those questions that aren’t covered in the books. “Do Incidents really require changes to resolve them?” “How do I make sure CAB does not turn into a technical torture chamber?” “What happens when Change Management goes home in the evening?” “How do I stop people abusing my emergency change process?” And of course “Just what is a change anyway?!”

    Join Peter Hubbard, Principal ITSM Consultant Pink Elephant EMEA, as he shares practical solutions and tips gathered in his almost 20 years experience working within ITSM across all industry sectors.
  • Implementing IT Service Management – The aftermath! Implementing IT Service Management – The aftermath! Eddie Potts Recorded: Oct 16 2015 38 mins
    This webinar is presented by Eddie Potts, Senior Service Management Consultant, who recently completed an MBA achieving a Distinction. His study included a research project concerning the "implementation of service management”.

    Eddie previously delivered a successful webinar about “Implementing Service Management” in which he compared and contrasted the real life practice to the academic theory concerning service management implementations which can be found on our BrightTALK channel. This follow up webinar builds upon this theme and discusses “at what point have we implemented service management” and “how do we maintain the momentum".
  • Driving the right behaviours with the right metrics? Driving the right behaviours with the right metrics? Peter Hubbard, Principal ITSM Consultant, Pink Elephant EMEA Recorded: Aug 13 2015 44 mins
    The business doesn’t understand how IT adds value to them!” is a common cry of IT departments the world over, but what is IT doing to make sure they clearly articulate the business value they deliver?

    Join Peter Hubbard, Principal Consultant at Pink Elephant EMEA, as he discusses how to identify the right behaviours, the impact of the wrong measurements on those behaviours and finally how to ensure that the business recognises the hard work that IT puts in.

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