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David Ratcliffe, President, Pink Elephant

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    Wednesday, May 30, 2007

    ITIL V3 Books Launched Today!

    Congratulations to all those involved in bringing ITIL V3 to fruition. From what I’m told by Sharon Taylor there were 100s of people involved, so it wouldn’t be fair to start listing names. Except, of course, for the Pinkers who’ve done us proud by authoring one of the new books - “Continual Service Improvement”! That would be Gary Case & George Spalding.

    Well done you two!

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    Posted by David Ratcliffe on 05/30 at 12:20 AM
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    Tuesday, May 29, 2007

    Pink’s First ITIL V3 Foundation Course

    Last week we put almost 40 Pinkers through special internal presentations of the new “ITIL V3 Foundations” course. The unanimous feedback from everyone was that:
    1. It’s great!
    2. It covers a LOT more ground than the V2 course!

    Well, the increase in scope isn’t a surprise. The V1 certification scheme was originally defined in 1992 and was limited to just 10 processes (a lot less than half of what was in ITIL at that time). Later - with V2 - the Service Desk function was added. The improved certification scheme to go with V3 will cover the WHOLE Library. So there’s a lot more to learn about strategy, design and continual service improvement.

    Starting tomorrow (May 30) we have the first group of Pink customers going through the new 3-day “ITIL V3 Foundations” course. There’ll be no exam until June 11, but these eager beavers clearly couldn’t wait! After all - it’s all about the learning. Good luck to everyone!

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    Posted by David Ratcliffe on 05/29 at 11:08 PM
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    Friday, May 11, 2007

    ITIL V2 To V3 Update

    I see some training organizations boldly stating that V2 Foundation Certificate holders will not need to “update” their certification once V3 is released. Instead they’ll be able to make do through simple attendance at an update course - and there’d be no need to write an exam. Nonsense! You either believe in certification, or you don’t!

    I believe there must be a requirement for Foundation Certificate holders to prove they grasp the new concepts in V3 before they can be permitted to advance to the higher levels of certification.

    I fully expect that APMG will tell the training organizations to prepare a special “bridging” course to prepare students for a “bridging” exam. Successful completion of this “bridging” will result in V2 Foundation Certificate holders ending up with the equivalent of an ITIL V3 Foundation Certificate. And a V3 Foundation Certificate will be a mandatory prerequisite for the more advanced certification levels.

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    Posted by David Ratcliffe on 05/11 at 11:37 AM
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    Sunday, May 06, 2007

    ROI?

    The ITIL cynics say that you should be wary of ITIL because there’s not enough proof of its value. Apparently, for these cynics, the way to prove something is valuable in business is to show the ROI (return on investment). That means, “... how much money will we save?” or “... what additional revenues can we expect?” Well, business isn’t quite so black and white. For example, what’s the ROI on the refurbishment of an office space? Or the upgrade from Win/95 to Win/XP? Or the new corporate vision and mission?

    Everyday in every business there are decisions taken to allocate resources and spend money. Most of them are not justified through an ROI exercise. If you’re lucky there’ll be some KPIs (key performance indicators) that will be improved, but more often they’re simply put into place because they make sense and are compelling.

    Enter ITIL. How can you argue against having a clear and well understood vision for IT supported by policies, plans and procedures? And how can you make that vision a reality without specialized tools and timely education programs? After all, that’s what ITIL is all about - a good vision that’s well communicated and efficiently executed.

    Shouldn’t the argument that “we’re going to do this properly” be enough?

    ROI? How about “Roll On ITIL”!

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    Posted by David Ratcliffe on 05/06 at 09:46 PM
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    Thursday, May 03, 2007

    On The Road Again ...

    Just confirmed a series of “ITIL V3: A Pink Perspective” events I’ll be co-presenting with George Spalding and a team of supporting Pink Consultants. If you’re nearby, please come and say “hello”:

    • Orlando: June 7-8
    • Sydney: June 14-15
    • Singapore: June 18-19
    • Kuala Lumpur: June 20-21
    • Toronto: June 25-26
    • Seattle: June 28-29

    Then I’m going on vacation!

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    Posted by David Ratcliffe on 05/03 at 02:25 PM
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    Wednesday, May 02, 2007

    ITIL V3 Certification Scheme Getting Closer!

    Good to see this announcement from Richard Pharro (APMG) today. It confirms that work is progressing and some of the critical success factors I mentioned in my last entry are being addressed. We now just need this work to be completed and communicated to the outside world as soon as possible. Can’t wait to hear what comes out of the Examination Panel’s meeting over the next two days.

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    Posted by David Ratcliffe on 05/02 at 10:14 AM
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