Pink Elephant - The IT and ITIL Service Management Experts

To truly understand the health and welfare of anything one must look at it from multiple perspectives. This statement summarizes the position of a best practice measurement model called the balanced Score Card documented by Kaplan and Norton. The traditional BSC method is a strategic approach and performance management system that enables organizations to translate a company's vision and strategy working from four perspectives: Financial perspective, Customer perspective, Business process perspective, Innovation: Learning and growth perspective. Pink Elephant has expanded on this approach and gone one level deeper under the Business Process Perspective and have expanded this area of measurement into four additional measurement quadrants. Value: Is the process objective being achieved? Quality: Are the process activities being executed according to pre-defined quality parameters? Performance/Throughput: Is the process being done at a rate of speed that meets targets? Compliance: Is the process being done consistently by all parties within the process Scope?

How many times have you seen the glint in the executive's eye when he or she proudly proclaims a first call resolution of 80% percent or higher? How many of us focus on this supposed key metric as the primary Key Performance Indicator for our outsourced Service Desk Contract? What if we were to say that this single metric is probably the most misleading metric of all time? This week's PinkCast examines the "First Call Resolution" myth and what it actually might be covering up. We invite you to listen to this engaging interview with George Spalding, Executive Consultant with Pink Elephant.

Want to find out more about what a company with a name like Pink Elephant has to teach organizations about managing IT? Go straight to the source! In this interview with David Ratcliffe, President of Pink Elephant, Executive Consultant and ITSM guru Troy DuMoulin digs deep to find out more about Pink Elephant including how they have been involved with ITSM and ITIL since inception and their plans for exploring the next frontiers of IT Management. Maybe you'll also find out how the company got its name...