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Putting the Service into Service Desk Provision – the Human Factor

The ultimate aim of any IT Service Desk is to efficiently and cost effectively deliver solutions to technical issues raised by users and the business.

Whilst the technical fix is the goal, the customer experience is of equal importance and can make or break an IT department’s credibility and reputation.

We all know how it feels to receive great or poor service, yet can all too often underestimate or overlook the importance of it when dealing with our own internal customers - especially when things are going wrong. The resulting costs can be quite significant!

In this fascinating webinar Chris Markiewicz explores how to develop and apply some of the key “human” factors that help ensure your Service Desk team consistently provide great service, alongside that all important technical fix - not because they have to, but because they want to.
Recorded Jun 26 2014 35 mins
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Presented by
Chris Markiewicz, Associate Trainer Pink Elephant
Presentation preview: Putting the Service into Service Desk Provision – the Human Factor

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  • Best Practice highlights of ITSM Tool Selection Recorded: Nov 16 2016 25 mins
    Eddie Potts, Principal Consultant Pink Elephant EMEA ltd
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    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 Recorded: Sep 28 2016 58 mins
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    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 Recorded: Jul 21 2016 41 mins
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    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 ...
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    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!
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    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.
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    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 Recorded: Mar 9 2016 49 mins
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    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 Recorded: Jan 11 2016 39 mins
    Peter Hubbard, Principal ITSM Consultant @ Pink Elephant EMEA
    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.
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    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.

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    Peter Hubbard, Principal ITSM Consultant Pink Elephant EMEA
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    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! Recorded: Oct 16 2015 38 mins
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    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".
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    Peter Hubbard, Principal ITSM Consultant, Pink Elephant EMEA
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    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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  • How to do Problem Management with No Budget Recorded: Jun 1 2015 48 mins
    Peter Hubbard, Principal ITSM Consultant, Pink Elephant EMEA
    Problem Management is one of the most useful processes within ITIL as it allows an organisation to identify the underlying issues that generate incidents over and over again and removes them. It supports the change from reactive to proactive and makes customers happy by providing information and a process on those annoying issues that keep coming back to haunt them, and when they can expect to see them gone forever. However, with all this to offer many organisations still struggle to get the funding to implement this process as its seen as a duplication of effort with incident management.

    Join Peter Hubbard, Pink Elephant, as he shows you how to set up this process on a part time, unfunded, but effective way. The point is not to say that Problem Management does not need a budget, its to show you how to build up support by doing the basics anyway and showing how much better it could be if the organisation DID fund it properly!
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    Peter Hubbard, Pink Elephant
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    Join Peter Hubbard, Pink Elephant EMEA, as he maps out a structured approach to successful implementation of an ITSM initiative. He will discuss the considerations of which processes should be attempted first, the importance of the toolset, and, the one underlying area that is almost always neglected but is responsible for the failure of over 60% of all ITSM implementation projects; The people who have to work in alignment with the new world. And yes…. There will even be a checklist for implementation success.
  • Agile and ITIL a Marriage Born in Hell? Recorded: Mar 20 2015 47 mins
    Dave Jones, Principal IT Service Management Consultant
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    • Advantages of Destination South Africa
    • How does the OOH support work
    • Underpinning Technology: Bomgar + Cherwell; Knowledge transfer;
    transition process; Call scripting, escalation procedure, known errors
    • Backlog Management
    • Case study / success story
IT Service Management (ITSM) Webcasts
Pink Elephant is an international business innovator and knowledge leader in the field of business transformation. With IT and consulting services, Pink Elephant enables clients to translate knowledge and creativity within their organisation into results. Beginning with its foundation in 1980, Pink Elephant has perceived the synergy between man and IT as the most important tool for businesses to innovate and increase their competitive advantage. Pink Elephant is active in more than 20 countries and alongside business and management consultancy also provides Enterprise App Services, IT Services, and Education Services.

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  • Live at: Jun 26 2014 9:00 am
  • Presented by: Chris Markiewicz, Associate Trainer Pink Elephant
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