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.

Key takeaways:

* People, processes and technology need to work together to achieve success.
* The use of process-automisation tools delivers service optimisation and reduces margins of error.
* Continual improvement is the key to maintaining a harmonious relationship between people, processes and technology in SIAM.

The Key to SIAM Success: Bringing Together People, Processes and Technology

As organizations are introduced to the powerful guiding principles of ITIL® 4, many are looking for ways to apply these principles in practical ways. One very tangible step and meaningful answer is to blueprint your service. Join the webinar to find out more!

During the session we'll discuss:
1. Service management
 - Value
 - The Three C's trustworthiness Model
2. Understanding the consumer
 - Johari window
 - Psychographic and demographic 
 - Personas and scenario
3. Mapping the customer journey
 - Touchpoints and interactions
4. Create an service blueprint
 - Omnichannel management
 - Service blueprints

Service Blueprints – Practical Maps to Define Your Services

Learn about ITIL 4 Create Deliver Support (CDS) from Pink Elephants Senior ITSM Consultant Kate Hamblin. CDS addresses ways to integrate different value streams into the creation, delivery, and support of IT services.

Come join us as we explore concepts and challenges related to organisational structure, team capabilities, roles, and culture across SVS.

Create, Deliver & Support Using ITIL® 4

Modernize your IT and other business functions with an easy-to-use, simple-to-configure cloud IT service desk. Join Mehul Bora a Senior Solutions Engineer at Freshworks for a demonstration of how you can improve service request management with FreshService.

Enhance your request management with automation

Learn the basics of ITIL 4 from Pink Elephant's Kate Hamblin. This webinar is for anyone interested in learning about the world's most popular framework for IT service management, "ITIL 4", or wanting to refresh their understanding of it.

Kate will cover the following key elements in the session: Introduction to ITIL 4, Service Value System, Guiding Principles, Service Value Chain, ITIL 4 Practices, Continual Improvement, and ITIL 4 Qualifications. 

Register to attend today and join us on the 2nd of December at 13:00 GMT

ITIL 4 Back to Basics

Looking for ways to improve the performance of your IT department or team in the coming months? Are you having problems upskilling new staff members? Maybe it's time to look into training options. On the 2nd of September, we will be hosting a live demonstration of the Pink E-Learning Portal, our self-paced online learning solution that provides students access to courses like ITIL 4, PRINCE2, AgilePM and much more. 

Join hosts Nektaria Kriketou and Devon Hooper on the 3rd of September for a demonstration and first look at upcoming content.

IT Service Management - E-Learning

Join Ian Nel for an introduction to Organisational Change Management and the corresponding APMG certification course. 

During the webinar, you will learn how to successfully plan, implement, and manage the impact of change, in order to increase your project's odds of success, by applying Organization Change Management offered by APMG's Change Management Institute.

Takeaways from the webinar include understanding what Organizational Change Management is and why it is so important to manage people change in projects and change initiatives. As well as a brief overview of what to expect from the Organizational Change Management qualification course.

Managing Organisational Change: An Introduction

The new ITIL 4 change enablement practice is better aligned with agile ways of working and also looks at decentralising authority for rapid decision-making and faster changes. But what about the risk of wrong decisions when decentralising?

Managing risk is a prerequisite for decentralising authority in order to maximise the number of successful IT changes and minimising adverse effect for users and customers.

In this webinar, Johnny Jensen will describe a simple way of qualitative risk assessment and -management for all types of IT changes. We will cover:

- A brief flyby of the ITIL 4 change enablement practice
- How to assess risks and threats
- How to proactively reduce risk
- How to identify standard changes based on risk level

About Johnny.
Johnny Jensen from Peopleteam has more than 20 years of practical experience within IT Service Management. Johnny holds the highest certifications within ITIL 4, V3 and V2. As a greatly demanded instructor within both ITIL, Change Management, Incident & Problem Solving, Knowledge Management, Communication and Excellent Customer Experience. Johnny is not only a very experienced trainer, he also holds many years of experience as a Service Desk Manager.

Qualitative risk management in ITIL 4 change enablement

Many different models and frameworks are emerging to help increase speed, improve reliability, and reduce costs.

ITIL®, Agile, Lean and DevOps have all become essential tools to drive business value and high-quality customer service. However, the growing challenge for IT professionals is understanding how to integrate best practices from all models with a “fit for purpose” approach.

Join Pink Elephant's Kate Hamblin on 18th June for a view of how Integrated Service Management can increase service value and untangle the many layers of best practices and avoid ‘framework fatigue.'

A View of Integrated Service Management

The Service Desk is the window to IT services. When things go wrong on the Service Desk, the organisation’s perception of IT suffers. So it is crucial to make sure your IT Service is always improving.

Why assess your Service Desk when you know it needs to be improved? Well the first step to improving any service is to fully understand your current position. This is evident in many methodologies, such as the Deming Cycle “PDCA” (plan–do–check–adjust).

Join Pink Elephant’s Kate Hamblin for a session on the importance of assessing and understanding your Service Desk’s weaknesses and strengths along with advice on identifying areas of opportunities for further improvement.

Key take-aways

· Service desk vs help desk

· Overview of the ITIL 4 CSI model

· Common areas for improvement

· Value of a service desk

· Pink Elephants Process and Service Desk Assessment

Pink Elephant has over 20 years’ experience in the Service Desk industry, and leads the way in delivering effective operations, skilled teams and outstanding service. At every step, we ensure our solutions meet client requirements by focusing on the people, processes and performance of Service Desks.

Kate is a dynamic and enthusiastic accredited trainer with almost 20 years’ experience in both internal and external delivery of service management and customer service education and consultancy.

Assessing your IT Service Desk

Keeping track of your IT assets may not always be top of mind, but properly managing those assets can ultimately improve the bottom line for your organisation.

To operate at peak efficiency, organisations need to focus on minimising waste and demonstrating compliance as they manage the effective acquisition and life cycle management of their hardware, software, and mobile assets. Therefore, the understanding of those assets is crucial to ensure they are effectively managed, controlled, and protected.

To help you get to grips with your assets and manage them, we are introducing a new course to the Pink Elephant portfolio of IT best practice certifications “IT Asset Management Essentials”. Join Charlie Miles for an introduction to the new course and an introduction to the principles behind IT asset management. 

Webinar Takeaways:

•	Introduction to the basics of IT asset management
•	Asset management practices
•	ITAM and Configuration Management
•	Tools and technologies to help with Automation
•	ITIL4® approach to Asset Management

Charlie Miles is a Principal Consultant with Pink Elephant (NA) where he delivers high quality consulting and educational services to their clients all across North America. With over 4 decades of experience in various positions in the IT industry, ITIL®, ITAM, Lean IT, and other frameworks, Charlie is regarded as one of the leading experts in IT Service Management. He is a sought-after consultant and trainer due to his expertise and proven success helping organizations with critical service management initiatives such as process development and enhancements, implementation, strategic service management planning, operations and continual improvement. Charlie is a frequent speaker and presenter at key industry events and conferences.

An Effective Approach to Managing Your IT Assets.

Calling IT Leaders and Strategists. Are you ready to take the lead? Join Richard De Boer
for a closer look at the new ITIL 4 course, ‘ITIL 4 Leader: Digital & IT Strategy’ and designation ITIL® 4 Strategic Leader. The new ITIL course focuses on the challenges associated with developing a digital strategy, as well as highlighting how to align a digital business strategy with an IT strategy for business success. This course adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts to a strategic level among business leaders and aspiring leaders. Join us live on December 10th at 16:00 GMT.

ITIL 4: Digital & IT Strategy, a closer look

Join us for this short webinar focusing on the woes and challenges a cyber security manager or project manager might encounter when implementing or rolling-out "improvements" to an organisations Cyber Security programme inline with the international standard for Cyber Security, ISO/IEC 27032. No matter the size of the company, old habits die hard and no one likes change.

In this session, we will explore some of the most common reasons why we often fail to have a positive impact as cyber security professionals. We will then discuss approaches that can be employed to overcome staff and management objections and thereby opening a pathway to adding real value to an organisations bottom line.

Cybersecurity - Overcoming the Culturally Challenged

Discover everything you need to know about the new ITIL® 4 Specialist – Drive Stakeholder Value certification course. Join Kate Hamblin for the fourth webinar in her introductory series on the new ITIL 4 courses that form the new ITIL Managing Professional certification stream.

 The core concept behind the ITIL 4 Specialist: Drive Stakeholder Value certification course is to convert demand into value through IT-enabled services. To drive stakeholder value, all stakeholders – inclusive of users, customers, sponsors, service providers, and any other parties involved in the service – must contribute to the co-creation of service value.

ITIL 4 – Drive Stakeholder Value Introduction

IT Asset Management and IT Service Management have just gone and gotten a lot more complex, in the current climate of remote working. With tons of new unknown, unsecured and unprotected devices now needing access to our networks which pose new security threats.

You now need to discover those devices that hit your business services to ensure they are authorised to do so. The help desk agents now have a more complex environment to troubleshoot including employees homes and multiple home internet service providers.

The more contextual data provided by the CMDB and ITSM solution driven by discovery will help get to the root cause faster. So static spreadsheets, maps and monitoring tools alone can’t fill the discovery and dependency mapping gap.

Join Paul Yates and Emily Lawrence for a look at the new environment IT Asset Management finds itself in and discover some of the available solutions such as FireScopes SDDM tool.

Redefining IT Asset Management for the Remote Workforce

Business continuity has never been more relevant than right now in the midst of a pandemic. Some business carry on with a period of adjustment, followed by new and innovative ways of working. Others struggle to maintain a semblance of normal operations, with employees idled, support faltering and slim prospects for recovery. What separates these two and how do we prepare for the next major disruption?

Find out how Brooke Hospital for Animals, an international charity, created a service culture that allowed for a BCMS and the ability to not only recover, but work entirely independently of its main and international offices while continuing to launch new fundraising campaigns and operate effectively in this changed environment.

Join Brian Lake, Head of Information Services at Brooke, and Eddie Potts, Principal ITSM consultant as they discuss leading cultural change and using ITSM best practice to enable an effective approach to a BCMS.

Business Continuity – Preparing for the worst

Join Kate Hamblin for the third webinar in her introductory series on the new ITIL 4 courses that form the new ITIL Managing Professional certification stream.

Discover everything you need to know about the new ITIL4 Specialist certification course High-Velocity IT.

ITIL 4 Specialist Part Three: High-Velocity IT

Join Richard De Boer a senior Pink Elephant associate and ITSM consultant for part two of his series on the guiding principles of ITIL4.

Within the ITIL 4 framework, there are 7 guiding principles, Which can help you and your organisation make decisions that deliver great service value. The guiding principles don’t just apply to the management team, they can help everybody within your organisation deliver service value.

ITIL 4's Guiding Principles - 2/2

Within all organisations there is an ongoing “tug of war” between the requirement to provide support to the user community, including escalation support in the event of Major Incidents and the significant cost of providing these services outside of core hours.  Join us as we discuss our Out of Hours Support Services. We will cover:

•  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

Pink Elephant - Out of Hours Support

Service Desk Manager

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

Increasing expectations for good governance, effective risk management and complex demands for corporate compliance are presenting a growing challenge for organizations of all sizes. Join industry thought leaders as they provide you with practical advice on how to implement successful risk and compliance management strategies across your organization. Browse risk management resources in the form of interactive webinars and videos and ask questions of expert GRC professionals.

IT Governance, Risk and Compliance

The unexpected nature of natural disasters and other disruptive events means that preparation is key to managing disaster recovery and business continuity planning. Join the business continuity and disaster recovery community for live and recorded presentations discussing best practices for business continuity planning, disaster recovery programs and business continuity management. Learn from BCDR experts to develop your critical infrastructure and gain insight into tactical solutions to your BCDR issues.

Business Continuity / Disaster Recovery

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Pink Elephant - Out of Hours Support

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