Practitioner Radio Episode 73 - Service Integration and Management and Multi Supplier Environments

PR73 - Service Integration and Management and Multi Supplier Environments

Practitioner Radio Episode 72 - Knowledge And Skills - Critical Enablers For Value Generation

PR72 - Knowledge And Skills - Critical Enablers For Value Generation

Practitioner Radio Episode 71 - Using Kanban for ITSM And Operations

PR71 - Using Kanban for ITSM and Operations

Practitioner Radio Episode 70 - Release Management And DevOps Teams

PR70 - Release Management And DevOps Teams

Practitioner Radio Episode 69 - Using Lean Kaizen Improvement Across The Enterprise

PR69 - Using Lean Kaizen Improvement Across The Enterprise

Practitioner Radio Episode 68 - DevOps. Release Aviation Best Practices

PR68 - DevOps. Release Aviation Best Practices

Practitioner Radio Episode 67 - The Lean IT Field Guide

PR67 - The Lean IT Field Guide

PR66 - To Change Is Human But Never	Easy

PR65- Enabling Strategic Engagement With BRM

PR64 - Enterprise IT Governance - MIA

The podcasts dedicated to leading the way in IT Management Best Practices .

Pink Elephant - The IT and ITIL Service Management Experts

Designing and building new processes are only part of the IT Service Management (ITSM) puzzle. There is still the challenge of implementing new processes in an organization that is accustomed to working with whatever it has defined as today's processes. Thus, the challenge comes down to changing behavior and changing not just an individual or a team, but the behavior culture of an organization. So how do you do that? Here at Pink Elephant, we have turned to the eight-step approach espoused by Dr. John Kotter in his book, Leading Change. Take a quick tour of these eight important steps to make a difference in your organization and to help make your next process project a success. Note: Please be advised that this is an Enhanced PinkCast that contains a slide presentation and is best viewed with iTunes or QuickTime.

The Kotter Workshop: All I Needed to Know About Leading Change

PR57 - The Power Of Simulations For Experiential Learning

When starting their ITIL implementation journey, many organizations choose to focus on the Service Desk function and key processes that will give them quick wins such as the dynamic 'sister act' of Incident and Problem Management.  Join Terry Sherman as he explains why beginning your ITIL journey here helps you to achieve highly visible successes that can lead to gaining further commitment for change.  Terry will highlight the strategic benefits of implementing fully integrated Incident and Problem Management processes, including what 'fully integrated' really means. Please Note: This is a .MOV file and is best viewed with QuickTime.

The Dynamic Duo of Customer Service, Part 1

Employee Compliance is the degree to which employees adhere to the organization's defined policies, processes, and procedures. You have spent the last six months developing your policies, processes and procedures with as much stakeholder involvement as feasible. You purchased a state of the art Service Management tool. You have defined roles and responsibilities and made sure your communication plan has made everyone aware of what is coming. Why do you think anyone will change what they are doing today and follow these new methods? If there is one constant in the universe, it is that people don't like to change unless they feel personally accountable or are changing to what is perceived as somehow better than what they were doing before. Employee Compliance refers to developing a proactive management strategy around ensuring that the processes, policies and procedures are actually being followed after they are deployed. Without a planned approach to employee compliance, the deployment and ongoing adherence to defined polices and procedures is a  cross your fingers and hope affair. Listen in as Troy DuMoulin, Director of Product Strategy, discusses employee compliance, then visit his blog where you will find additional information on this subject. Note: Please be advised that this is an Enhanced PinkPodcast that contains a slide presentation and is best viewed with iTunes or QuickTime.

Employee Compliance: A Key Factor To ITIL Process Success

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

Implementing Problem Management

PR51 - Geeking Out On CMDB Object Models

In part one of this six-part series, Pink Elephant’s Troy DuMoulin explores the concept of IT Governance, and the more holistic view that is emerging:  IT Governance is really about establishing a vision and direction for IT that supports the business objectives and actually establishes an organization, structures and processes that make sure the individual components and domains play nice and work together for the common goal.

IT Governance Unraveled Part 1of 6

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.

Knowledge Management

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

Capacity Management

One of the challenges for any ITIL implementation is building the Business Case. Many organizations are comfortable with identifying the Value of implementing ITIL while others want to conduct a full business case complete with a Return on Investment (ROI) statement. The latter is often difficult in many organizations due to a lack of consistent metrics and measurements that can be used as a baseline to start building a ROI scenario. This Podcast will discuss the need for and the challenges of developing a Business Case for implementing ITIL.

Building A Business Case For ITIL Implementation

PR47 - Basic Building Blocks For Service Desk

As part of Service Level Management, there are three underlying themes expressed in the ITIL documentation of best practices for SLM that support the goals of IT Service Management. These include: Partnerships, Simplicity, 'What'...not 'How'. In this PinkPodcast featuring Pink Elephant consultant Jim Wright, explore how these themes support the two objectives of IT Service Management: IT services should align to business needs; and IT should act as an agent for change to facilitate business transformation.

Three Underlying Themes Of Service Level Management (SLM)

PR52 - DevOps and ITSM

PR60 - The 3 Architectures of A Service Based Organization

PR49 - Effective IT Governance with COBIT 5

PR56 - IT Asset Management

PR62 - Pink Elephant: How Does IT Get Its Money

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