Friday, November 30, 2007
The Dynamic Duo of Customer Service, Part 4
In part 4, Terry provides further information on Incident Management covering Management Information, Supply and Demand, Documentation and Formal Planning.
Approximate Running Time: 10.0 minutes
Please Note: This is a .MOV file and is best viewed with QuickTime.
San Diego IT Event To Meet Increasing Demand For More Best Practice ‘How To’ Guidance
Past Attendees Customers Applaud Leading Industry Event
“Excellent! Now everything comes together…great course, great instructors, great people!”
J. Valdivieso, Ontario Motor Vehicle Industry Council
“…this has been one of the most useful sessions I have ever taken (in 40 years!)”
M. Giles, Tech Cominco Limited
BURLINGTON, ON—Pink Elephant, leader in IT management best practice education and conferences, will be presenting a tactical planning and project management view of the IT Infrastructure Library (ITIL) at the upcoming ITIL Implementation Road Map event, coming to the Del Coronado Hotel in San Diego, December 5 – 7, 2007.
Designed for IT directors and managers and now updated to incorporate ITIL V3 concepts, ITIL Implementation Road Map is an intensive, three-day program addressing the critical success factors required to build and execute ITIL implementation plans for an improved IT Service Management operation.
View more details.
“Many ITIL-focused events only scratch the surface of implementation, and describe what you need to do to incorporate best practices in your IT organization,” says Pink Elephant President David Ratcliffe. “Recognizing that many companies are well beyond knowing ‘what’ to do, our road map event digs deeper and considers how ITIL should actually be put into motion once you’ve established your vision.”
Learning objectives include:
- Where you should start and why
- How to justify and communicate your plans
- How to define the supporting structure of your organization
- The critical success factors for implementing each process
- How to integrate processes and move up the process maturity scale
- How to identify the right tools to support your environment
While there are no mandatory prerequisites, ITIL Implementation Road Map is an advanced workshop and assumes attendees are already familiar with general ITIL and ITSM theories and terms. Pink’s ITIL consultants delivering the event’s sessions are all ITIL Service Manager certified and collectively carry decades of experience leading implementation programs worldwide.
For further information or to register, please call 1-888-273-PINK from 8:30 a.m. to 7:30 p.m. (EST), Monday through Friday or send an .(JavaScript must be enabled to view this email address).
Friday, November 23, 2007
The Dynamic Duo of Customer Service, Part 3
In this week’s PinkPodcast Terry Sherman examines the key activities of Incident Management and the key results.
Approximate Running Time: 12.0 minutes
Please Note: This is a .MOV file and is best viewed with QuickTime.
Monday, November 19, 2007
Official ITIL V3 Qualification Scheme Now Available
TORONTO, ON – November 19, 2007 – This week, the ITIL V3 Qualification Scheme received official approval and is now available to the public. The Office of Government Commerce, owners of the ITIL trademark, released a full report outlining the scheme’s vision and principles, certification levels, course credit structure and prerequisites.
Read the report.
Important Points:
1. A minimum of 22 credits are required to earn the ‘ITIL Expert Certification’ (originally referred to as the ITIL Diploma).
2. The OGC recognizes prior ITIL courses completed (V1 and V2) and awards a specific number of credits that count towards the ITIL Expert Certification.
3. Your credits do not expire.
4. There is a new bridging path for V2 Practitioner holders. Candidates who possess a minimum of 12 credits from V2 Practitioners are eligible for the V2-V3 Managers Bridge, and must also complete the V3 Managing Across The Lifecycle course before being awarded the ITIL Expert Certification. Clustered Practitioners are worth 3.5 credits; single Practitioners are worth 2.
5. The V1 or V2 Service Manager certification is valued at 17 credits (this enables those who hold the V1 to attain their 22 credits – at one time the Foundations certificate was not a prerequisite for the Service Manager course).
6. Advanced level certification (beyond the ITIL Expert Certification) is still in development.
Also released this week was the fourth and final edition of the ITIL Refresh Newsletter, an ITIL V3 information resource from TSO, the official ITIL publishers.
Read the newsletter.
Pink Elephant currently offers several V3 courses to help IT professionals become educated in the V3 Service Lifecycle and to transition from existing (pre-V3) certifications:
- ITIL V3 Foundations (general overview of ITIL V3)
- V2-V3 Foundations Bridging Course
- How To Use ITIL V3 In IT Operations (for a deeper view of V3’s Service Transition and Operation)
- V2-V3 Service Manager Bridging Course
- Continual Service Improvement (Coming in February 2008)
Talk to us about your ITIL education needs and let us help you chart out a recommended education path. Contact a customer service representative at 1-888-273-7465 or send an .(JavaScript must be enabled to view this email address).
View Pink Elephant’s Education Schedule-At-A-Glance up to June 2008! We offer more courses in more places than any other education provider.
Thursday, November 15, 2007
2008 Keynote Speakers & New Highlights Announced For Pink Elephant’s 12th Annual ITSM Conference
TORONTO, ON – November 15, 2007 – Pink Elephant today announced exciting new developments for the 12th Annual International IT Service Management Conference and Exhibition, February 18-21, 2008 at the Bellagio Hotel in Las Vegas. Highlighting the event are keynote speakers and never-before-seen programming to address the current IT environment and specific issues impacting the operational, tactical and strategic levels of IT.
The 2008 conference keynote line-up will feature:
Daniel Pink
A Whole New Mind
Just as we’re getting used to the information age, Daniel Pink, author of the best selling book, A Whole New Mind, tells us that it is ending! In this highly provocative keynote session, Daniel provides guidance on surviving, thriving and finding meaning in an outsourced, automated, upside down world.
Chad Pregracke
A River Runs Through It: One Man’s Remarkable Journey
Profiled on CNN, Today Show, CBS Sunday Morning Show, NBC Nightly News, MTV and in Time, People Magazine, Readers’ Digest, Life, Outside, Smithsonian, and National Geographic, Chad’s story illustrates how strong leadership and motivation – as well as a positive outlook and incomparable sense of humor – can make the difference between success and failure.
Wayne Cotter
Confessions Of A Computer Geek
Original and spectacularly funny, comedian Wayne Cotter is a talk show favorite and has a recurring role as a roving reporter on The Tonight Show! Having worked in the computer industry, Wayne enjoys keeping up-to-date with developments in the fast-paced information technology business.
Highlights For 2008!
Pink Elephant plans to offer new and innovative programming to meet the changing needs and new realities of IT practitioners. The 12th annual conference will offer:
• More sessions than ever before – over 150!
• A dedicated ITIL V3 track providing the industry’s most instructional content
• More implementation guidance covering the entire ITSM spectrum
• Powerful, real-world case studies that provide the blueprints for implementation. Featured organizations include Chevron, Google, Intermountain Healthcare, MetLife, Procter & Gamble and Research In Motion
• More CIOs delivering strategic ITSM and business perspectives, including insightful presentations from Computerworld’s top ranking and award winning CIOs
• More IT industry experts highlighting best practices beyond ITIL
• Top business books translated into best practices for ITSM projects
• Powerful presentations by Pink Elephant’s top consultants – The ITIL experts
The conference’s theme, Continuing The ITIL Journey: Another Brick In The Wall, reflects how organizations can use best practices according to ITIL®, ISO, COBIT®, and other business frameworks to tear down silos and barriers, and to build a strong foundation for security, compliance and business process integration.
The conference’s premier sponsor is SAP and gold sponsors include BMC Software, Infra, Hornbill Systems, newScale and Vigilant Technologies. Over 30 additional technology sponsors will be showcasing their service management solutions during exhibition hours.
For complete program details, view full brochure or visit our website.
Reserve Your Media Pass!
The International IT Service Management Conference is the largest event worldwide dedicated to IT management best practices, offering a unique experience to talk directly to experts and get the latest insight on service management. Plus, media attendees receive a number of other benefits:
• Entry into all conference proceedings, including lunches, networking functions, and the vendor exhibition featuring over 40 of the leading IT management technology solution providers
• Interview and photo opportunities with conference presenters, and onsite access to a dedicated media representative to assist you with your information requirements
• A complete delegate registration package, including comprehensive conference session manual
• Online access to session slides and complete audio recordings of each session
• Access to PinkLink, an online resource offered by Pink Elephant containing the latest articles and white papers about ITIL and IT Service Management best practices
A limited number of passes are reserved for qualified media. For more information or to reserve a media pass, please .(JavaScript must be enabled to view this email address) Ann Lamanes, Manager of Public Relations, or call 1-888-273-7465, ext. 295.
Tuesday, November 13, 2007
Pink Elephant Holds IT Service Management For 2008 In Beijing & Shanghai
Free events set the stage for 1st Annual ITSM Symposium in April, 2008
BURLINGTON, ON – November 13, 2007 – Pink Elephant today held its first educational seminar in China. The seminar – and its companion event held November 15 in Shanghai – is intended to raise awareness of current IT Service Management trends and issues that are shaping the global IT industry. Both seminars are geared towards CIOs and IT directors/managers interested in building and managing a business-focused IT organization, as well as qualified media representatives.
Today’s half-day seminar, led by Pink Elephant president David Ratcliffe and IT Service Management Practice Director, Troy Du Moulin, discusses how best practice frameworks and standards such as the IT Infrastructure Library (ITIL®), COBIT® and ISO/IEC 20000 are helping enterprises of all sizes and industries set the right controls and quality parameters in IT to meet internal business requirements and tackle external pressures, such as increased competition and legislative compliance. The seminar also focuses on professional certification in IT Service Management.
IT Service Management for 2008 precedes Pink Elephant’s plans for the 1st Annual IT Service Management Symposium in China in 2008, a larger two-day program consisting of multiple tracks and sessions that will provide deeper exploration of the information covered at the two November events.
“Pink Elephant is pleased that these seminars attracted such a tremendous response from the IT community,” says David Ratcliffe. “The turnout is proof that best practice frameworks such as ITIL are gaining ground in China and that the country is taking bold steps to catch up with its Western counterparts. And so, more than ever, Pink Elephant is committed to educating organizations on how to integrate IT with the overall business.”
Monday, November 12, 2007
Pink On Tour
Troy could not resist sharing the spectacular view of The Great Wall with others.
Another Brick In The Wall
Here’s David doing some research for ‘Another Brick In The Wall’. Our theme for our 12th Annual International IT Service Management Conference & Exhibition, February 2008 in Las Vegas.
Smiles All Around
Everyone cannot help smiling when they meet Pinky
David At The Great Wall
A chilly day, but lots of smiles help to keep you warm
Friday, November 09, 2007
The Dynamic Duo of Customer Service, Part 2
Join Terry Sherman as he continues to explore the relationship between Incident and Problem Management and goes through the goals, identifying Problems and Known Errors and covers basic maturity concepts.
Approximate Running Time: 12.5 minutes
Please Note: This is a .MOV file and is best viewed with QuickTime.
Friday, November 02, 2007
The Dynamic Duo of Customer Service, Part 1
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. In part 1, Terry provides an overview of the two processes and begins to explain the keys to process control and goes over several definitions.
Approximate Running Time: 12.5 minutes
Please Note: This is a .MOV file and is best viewed with QuickTime.