Pink Elephant - The IT and ITIL Service Management Experts

Since the release of ITIL V3 in Jun 2007, organizations have been hearing from many sources, including consultants, tool vendors and the authors themselves, on how ITIL V3 presents a fresh, new perspective towards developing and delivering IT services. The information presented has mostly been a high-level view; however, many organizations, and particularly IT executives of those organizations, have been asking for a more specific view of V3 that answers questions about the contrast between V2 and V3, and the impact of V3 on their training plans.

Rich Petti brings this podcast series to a conclusion by summarizing the Role Of The Service Desk In The 21st Century and provides answers to some questions that he is presented with.

Rich Petti provides some implementation tips and comments on recent developments in newly published standards of how the Service Desk is not being recognized in these published standards. Further, Rich draws some conclusions as to why this is occurring.

Join Rich Petti in the continuation of The Role of the Service Desk in the 21st century, as he presents further understanding of the ownership and responsibilities of the Service Desk and the prerequisites for it to become successful.

So who’s responsible for control issues? Who’s responsible for compliance issues? And who’s responsible for governance issues? Is it the Service Desk? Rich Petti continues with a discussion on the need for a control-type process and how the Service Desk of tomorrow handles all the related issues.

What is technology’s role in control? What is the dependency on the Service Desk? Who’s controlling the controllers? Rich Petti answers these questions and begins to define the role of the Service Desk and how it will remain similar in the future.

As human beings could impact internal controls, Rich Petti talks about focusing on the need to automate processes as much as possible while ensuring that the processes are properly designed. Further, Rich looks at the difference between business control and process control and the understanding that although the Service Desk doesn’t own Incident Management it is responsible for Incident Management.

What will the Service Desk of tomorrow be like? Rich Petti looks at how the role of the Service Desk plays amongst all the processes to answer three questions: Who will track and monitor internal adherence? Where will the required documentation reside? Who will manage access?

Join us for the conclusion of “Can You Legislate Availability?” as Jack Probst concludes his look into legislating availability and answers questions about availability in different organizations.

Continuing Part 5 with high availability as a reporting issue, Jack Probst explains how COBIT® and ITIL® support IT. He goes on to provide an understanding of the regulatory environment and the availability of data and information, while mitigating risk with the regulatory bodies and security management.

In Part 4, Jack Probst explains the impact of availability and managing risk to reduce it as much as possible. Jack looks at what happens if IT fails and how it affects sustained or growing revenue, customer relations or business reputation and the security of information.

What kind of risk can be tolerated by the business? Is it financial or environmental or something else entirely? And what about high availability? What are the vital business functions of your business and their requirements for high availability? Listen to part three as Jack Probst presents you with an understanding of what the business can tolerate, vital business function requirements and service portability.

What is the value of availability and uptime? Is it possible to attain five nines and only 5.25 minutes of downtime per year? Listen to part two as Jack Probst continues his quest to find out if we can legislate availability by presenting you with an understanding of what availability is, what risk is and how to reduce it, and what all those nines translate into.

I need five nines! Or even six nines! In the survival-critical IT infrastructure of today’s business and Government, 99.9999% availability (32 seconds per year of downtime) is more than a concept; it’s a reality. Five nines or 99.999% availability (5.25 minutes per year of downtime) is commonplace. IT infrastructures now literally hold people’s lives in their “hands”. Listen to this podcast and find out if we can legislate availability.

When determining staffing levels, it’s always good practice to make sure your staff is the right size no matter what department you’re in. Listen to IT Service Management Consultant, Jim McKennan, as he describes running a cost-effective and efficient department.