The statement "you manage what you know" is even more accurate than the old saying "you manage what you measure!" Join Chris and I as we look at the strategic process of Service Portfolio management as a critical means for managing and prioritizing the build / run life cycle of value...

Not Understanding and Managing Demand results in IT delivering services that do not meet business / customer needs! Join Chris and I as we dive into Demand Management and discuss how it is the Front Door of Value Generation.   Show Notes: Demand Quote: Al Capone: I am like any other...

If you look at the program for PINK12 you'll see we've finalized our line-up of keynote speakers. Nick Carr and Sir Ken Robinson have been keynote speakers at Pink's Annual ITSM Conference in the past. They're now part of a very select group of repeat keynotes (in fact Nick Carr...

Join Chris and I as we un-pack Availability Management as a Process and discuss how it is part design and part operations.   Show Notes: The last episode number 10 ITIL®️ Implementation Roadmap (Availability Management) SLA is the outcome of Service Level Management The Availability report is the deliverable of...

IT Service Continuity, Will It Be There When You Need It? Join Chris Dancy and I on the most recent Practitioner Radio episode taking a practical look at the application and importance of IT Service Continuity Management   Show Notes: Episode 9 Blair at Pink Elephant Continuity Blog of Troy Survival...

If you've ever attended our international conferences in February each year you'll no doubt treasure your special edition Pinky! We've been producing them for about 10 years now and they're always a closely guarded secret until you show up at the event and are given one in your tote bag. For 2012...

Success requires careful and deliberate management of your enablers & constraints! All IT Service Management (ITSM) projects have seven common key enablers and critical success factors that provide the vision, direction, energy and resources to initiate, sustain and realize their promised benefits. Unfortunately, for many organizations these key enablers can...

I just received a copy of the e-brochure describing our next special event in Kuala Lumpur, Singapore & Hong Kong in mid-September. The hardcopy is at the printer right now and will be going out in the mail to our customer database in Asia within the next week or so. This...

In a recent blog post I overviewed the Kirkpatrick Model for evaluating training effectiveness. A neat discussion ensued with some folks in our ITSM industry who's opinions I respect - and so I'd like to follow-up today with some additional thoughts on how we enable Level 3 in the Kirkpatrick Model...

The Ratcliffe household - mom, Fatima, along with dad and brother's Jon & Dan as well as sister Amy - are all very proud of our youngest daughter, Meg. She's been passionate about music for many years and just loves songwriting and performing. This first song "Walking With Dinosaurs" is one...