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Pink Elephant EMEA

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  • Best Practice highlights of ITSM Tool Selection Best Practice highlights of ITSM Tool Selection Eddie Potts, Principal Consultant Pink Elephant EMEA ltd Recorded: Nov 16 2016 25 mins
    The decision to procure or to subscribe to a new ITSM tool invariably involves a significant investment. Such a purchasing decision should be treated like any other significant business investment, yet experience suggests that with regards to ITSM Tool selection the normal rules of procurement good practice are often not heeded.

    Research shows that organisations typically replace their ITSM tools every 3-5 years. This is arguably because organisations suffer a lack of ITSM improvement road maps, which baseline the current state and outline the people, processes and technology resources required to reach the desired state.

    The challenge is compounded as the ITSM tools market is increasing crowded, complex and dynamic. In short ITSM tool selection is a complex decision!

    Join Eddie Potts, Principal Consultant of Pink Elephant EMEA, as he highlights best practice methods of choosing an ITSM tool as an introduction to the ITSM Tooling Whitepaper being released in mid-November 2016.
  • CMDB Implementation Approach & Case Study CMDB Implementation Approach & Case Study Peter Hubbard, Principal ITSM Consultant at Pink Elephant EMEA & Faisal Usmani, Business Development and Strategy Lead for Co Recorded: Sep 28 2016 58 mins
    CMDB Implementation is one of the most complicated of any ITSM programmes an organisation can undertake. The difficulties in creating a toolset, capable of linking hundreds of thousands of interconnected bits of data together in a meaningful manner while also supporting a highly fluid environment with dozens of changes each week, are formidable indeed.

    Join Peter Hubbard, Principal ITSM Consultant at Pink Elephant EMEA, as he discusses the Pink Elephant approach to create a CMDB in the real world. He will demonstrate the critical importance of the scoping session and understanding the organisations requirements to ensure the CMDB supports the business. Peter will then show you how to turn those requirements into concrete actions to map and create your CMDB.

    Faisal Usmani, Business Development and Strategy Lead for Comms at Cyient EMEA, will build on Peter’s theme; detailing how an effective CMDB implementation forms the basis for ITSM solutions. He will cite a case study that shows how this translates into a real world operational scenario that utilises actionable dashboards and provide valuable insights into your service performance at different levels within your organisation.

    At the end of the session you should know the importance of being able to ask your ITSM organisation ‘For our CMDB, do we need a battle tank or body armour?’’
  • 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.