Pink Elephant - The IT and ITIL Service Management Experts show

Pink Elephant - The IT and ITIL Service Management Experts

Summary: Welcome to Pink Elephant. Dedicated to leading the way in IT Management Best Practices.

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  • Artist: Pink Elephant, The ITIL Experts
  • Copyright: Copyright 2012

Podcasts:

 Capacity Management | File Type: audio/mpeg | Duration: 11:35

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 activities. Capacity Management Goal: To ensure that the current and future capacity aspects, and performance aspects of the business requirements are provided cost-effectively. Key sub-processes reviewed: Business Capacity Management, Service Capacity Management, Resource Capacity Management, Key activities discussed: Iterative activities: Monitoring, Analysis, Tuning, Implementation

 Announcing Two New Practical Workshops On Developing The CMDB And The Service Catalog | File Type: audio/mpeg | Duration: 10:58

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 not defined cannot be controlled. What is not controlled and stabilized cannot be measured? What is not measured consistently cannot be improved. How To Create A CMDB According ITIL Best Practices. Configuration Management is one of the most necessary but difficult processes to implement if you want to achieve a high level of maturity in IT service management. And, the Configuration Management Database (CMDB) provides a critical resource for almost all other IT service management disciplines. If implemented and managed correctly, the CMDB will provide valuable information about where assets are and how they impact the delivery and quality of IT services. However, there are many obstacles to negotiate and pitfalls to avoid - so good guidance is essential before you attempt this most important project.

 Process Simulations | File Type: audio/x-m4a | Duration: 10:54

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 activities. Note: Please be advised that this is an Enhanced PinkCast that contains a slide presentation and is best viewed with iTunes or QuickTime.

 Implementing Problem Management | File Type: audio/x-m4a | Duration: 7:21

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 of incidents recur on an ongoing basis. This PinkCast will discuss the following: Challenges around implementing Problem Management. Quick Wins when implementing Problem Management. Value and benefits of Problem Management. How Problem Management is crucial to turning a vicious cycle into a value cycle

 Understanding Change Models | File Type: audio/x-m4a | Duration: 10:00

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 be any training required. What needs to be communicated about the change. Listen to this PinkCast from Pink Elephant’s Manager of Education Services, Pierre Bernard, and learn more about change models; the four main change categories and what they mean; how to determine the change scope; and how to determine the affected components in the IT infrastructure.

 Pink Blogs | File Type: audio/x-mp3 | Duration: 8:35

“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 discover the ITSM issues people are talking about. For a little fun, check out where Pinky, Pink Elephant’s globe-trotting ambassador, has traveled to spread the word about IT management best practices!

 ITIL Awards | File Type: audio/x-mp3 | Duration: 6:54

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 Year. This PinkCast looks at what these awards mean, as well as the process for nomination and selection.

 Pink Elephant's 11th Annual Conference Update | File Type: audio/x-mp3 | Duration: 6:44

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.

 Knowledge Management | File Type: audio/x-m4a | Duration: 9:29

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 Enhanced PinkCast that contains a slide presentation and is best viewed with iTunes or QuickTime.

 The Practicality Of Prioritization | File Type: audio/mpeg | Duration: 10:56

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 address in this PinkCast. The simple but profound premise is that unless a policy exists to assist an organization with this question, prioritization will always be relative to each individual and not shared. If this is the case, then the following statements are unfortunately true: There is no true ability to deliver against the SLA, ITIL Service Support integration is almost impossible, Forget trying to automate escalation and notification in your tools

 Change & Release Implementation Reviews | File Type: audio/mpeg | Duration: 9:01

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.

 Pink Elephant's 11th Annual Conference Preview | File Type: audio/x-mp3 | Duration: 13:28

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 available for those who are in the more advanced stages of IT Service Management, as well as for those just starting out? Who’s on the roster of outstanding keynote presenters (including the subject of a soon-to-be Hollywood movie!)? How to stay informed about conference developments. And much more! Never been to a Pink Elephant conference? This PinkCast tells you what you can expect, from the content-rich sessions to the valuable networking opportunities. But why not see it for yourself? View a clip from last year’s conference!

 The ITIL® Communication Plan | File Type: audio/mpeg | Duration: 13:52

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 failure through a lack of interest or understanding. Join Bill Irvine, Pink Elephant Executive Consultant, in this PinkCast which will highlight the components of an ITIL Communications Plan and provide examples of some of its key contents to be fully effective.

 The Role Of The Process Owner - The Key To Process Success | File Type: audio/mpeg | Duration: 17:15

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 occurring when an organization defines IT Services and Process, is that two new virtual horizontal organizational structures are being established on top of the traditional domain-based silos. The end result of this is the establishment of a matrix organization where individuals within now have multiple lines of accountability and are constantly faced with the requirement to prioritize their time. Without a doubt, a critical role to process implementation is the creation and empowerment of a single, accountable process owner whose management activities and scope of governance span across the great divide between organizational silos. The process owner plays the important role of champion, visionary, protector and advocate – without whom the process has absolutely no chance of survival.

 Mountains, Molehills And Dead Buffaloes | File Type: audio/mpeg | Duration: 6:52

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 and Dead Buffaloes. Mountains and Molehills are probably self-evident but listen to this PinkCast to find out what Dead Buffaloes are and how to address all of these issues. A problem defined is a problem half solved!

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