Monday, June 30, 2008
Why do IT customers demand quality?
As a customer, why would I want to purchase something that is sub-par? The IT customer expects IT to deliver value for their money. Intuitively, the customer understands that technology is a tool that is part of a greater whole; the business itself. The customer also intuitively understands why they require the technology even though they may not communicate in the same language as IT.
One of the greatest difficulties isunderstanding what quality means and how to express it. The problem is that IT still does not “listen” to the business. When IT starts to listen to the business and when IT sees itself as being part of the business the meaningful dialogue will start. IT still speaks in “techno-babble.” The business still hopes that everthing is clear and obvious to all. IT must change its ways from a technology-oriented approach to a service-oriented approach. The business must at least meet IT halfway and come up with appropriate requirements and reasons for their technology needs. Both parties must undertand that technology is only part of the whole solution; processes and people are part of the equation as well. Or should I say, business (and IT) processes and business (and IT) people.
I will say it again. IT must stop putting “IT” in front as a “differentiator”. IT is part of the business, therefore, we have business processes and business people. Period.
Now that people understand each other, will come the other difficuult part, having the same definitions for many day-to-day tems. It is not easy to define terms like quality in the first place but nonetheless a dialogue is required to understand each other.
The most simplistic definition I have ever heard for quality is “fit-for-purpose”. This means that if the business needs a hammer, IT should not deliver a sledge-hammer. The opposite is also true. From this simplistic definition we can move towards something a little more complex such as introducing concepts such as utility and warranty. after that we can start introducing resources and capabilities to deliver the utility and the warranty.
We are all customers. It is time that we treat our colleagues as customers. As a customer you probably don’t like being badly treated. I know I don’t. However, as treat my colleagues like customers; with respect since I want them to come back again and again. So if you want to keep your customers (your business colleagues) threat them like you would want t be treated; with respect empathy and understanding.
Friday, June 27, 2008
Breath Taking View In Bora Bora
Pinky couldn’t help but share this unbelievable view during his travels in the French Polynesia.
Pink Elephant Presenting First IT Service Management Conference In Kuala Lumpur – November 2008
KUALA LUMPUR – Pink Elephant, a global leader in IT management education, conferences and strategic consulting, will be presenting its first annual IT Service Management Conference and Exhibition in Kuala Lumpur, Malaysia from November 10-11, 2008.
Following Pink Elephant’s 12-year tradition of delivering highly successful IT Service Management Conferences in North America, the Kuala Lumpur event will assist Southeast Asia’s IT community with adopting globally recognised best practices, including the IT Infrastructure Library (ITIL).
The conference features:
· Three tracks featuring more than 20 sessions for those requiring beginner knowledge, implementation knowledge and strategic knowledge
· Practical guidance from Pink Elephant, the leaders in IT management best practices
· Exhibition showcase featuring products and services to compliment IT Service Management initiatives
· Opportunities to interact with peers at networking receptions
· Ability to obtain ITSM certification during our pre- and post-conference courses
View schedule at-a-glance.
The conference is suited for anyone who is seeking to understand why and how to implement IT best practices, and how to build and manage a business-focused IT organisation, including:
· CIOs, CTOs
· IT Directors, VPs
· IT Service and Support Managers
· Help Desk/Service Desk Managers
· IT Infrastructure Managers
· Process Owners
· Senior Support Analysts
· Project Managers
· IT Auditors, IT Consultants
· IT Suppliers/Vendors
“Our clients in Asia have been asking us for a comprehensive ITSM event for some time,” says Pink Elephant President Ratcliffe. “We now have a program that’s targeted to the market, is rich in content that will allow them to keep pace with the rest of the world, and is led by the most experienced personnel within the industry.”
The conference will be taking place at the Shangri-La Hotel, Kuala Lumpur. Those who register and pay for the conference before August 30, 2008 qualify for a special early bird discount. The fee is only MYR1,995 (after August 30, the regular fee of MYR2,295 applies).
For more information, please call (603) 2117 5030 (Kuala Lumpur) / (65) 6734 2744 (Singapore). Or, visit the conference website for the latest updates on speakers, registration and fees.
Media Registration
A limited number of passes are reserved for qualified media, including editorial representatives, freelance writers, web site editors, and news producers from recognised broadcast media. Media attendees receive the following benefits:
- Full access to all conference sessions, including keynote presentations and the exhibition
- Onsite interview and photo opportunities
- A complete delegate package
- Subscription to PinkLink, Pink Elephant monthly e-newsletter containing the latest articles and white papers about ITIL and ITSM best practices
To reserve a press pass or for more information, please contact .(JavaScript must be enabled to view this email address), Regional Director.
Wednesday, June 25, 2008
Keepin em Part IV
Tracking skills and testing proficiency
In order to be able to move up as an analyst from one tier to another, it is a good idea to create a test for each advancement. The test can be based on demonstrating proficiency in everything outlined in the current job description. You can also link advancement to the personal goals that are set for each employee. If the employee reaches the goals and demonstrates proficiency on the test you create, this should show readiness to move into the new tier.
You may also want to identify the various skills required to advance. To assist you in tracking the level of proficiency of these skills for each staff member you can create a skills matrix as illustrated below.
SAMPLE SKILLS MATRIX
| Skill A | Skill B | Skill C | Skill D | Skill E | |
| Analyst 1 | 5 | 3 | 4 | 2 | 3 |
| Analyst 2 | 3 | 3 | 2 | 1 | 4 |
| Analyst 3 | 3 | 4 | 3 | 2 | 5 |
| Analyst 4 | 3 | 3 | 2 | 1 | 3 |
| Analyst 5 | 4 | 2 | 3 | 2 | 1 |
| Analyst 6 | 2 | 2 | 4 | 3 | 3 |
5=Expert and can teach others
4=Very proficient and can do basic troubleshooting
3=Proficient in regular usage
2=Beginner and understands the basics
1=I’ve heard of it
For each of the required skills you will determine a score based on a self-assessment or your knowledge of the individual using the legend above. You may set a standard whereby a staff member cannot advance to the next tier level until they have achieved a particular score for each of the skills required for that initial tier.
I believe these techniques will provide incentivies for staff members to want to stay longer than they normally would in a specific tier because they can now see a definitive, logical career path to follow at your Service Desk. This will give them a sense of belonging to an organization that is interested in staff members becoming long-term employees.
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Pink Elephant abre vaga para Consultor Sênior em São Paulo
São Paulo - A Pink Elephant, líder mundial em melhores práticas no gerenciamento de TI, expande seu escritório em São Paulo e suas atividades no país e anuncia novo processo de contratação. A vaga é destinada à Consultoria (consultor sênior) para prover principalmente serviços de consultoria em projetos de Governança e implementação do modelo ITIL e também treinamento e capacitação ITIL às empresas e consumidores finais.
Os requisitos básicos necessários para o cargo são: mínimo de cinco anos de experiência em governança de TI e ITIL, inglês avançado, desejável qualificação em projetos de governança de TI e ITIL e disponibilidade para viagens nacionais e internacionais.
A empresa já atende em novo escritório, em São Paulo, na região da Berrini (Rua Arandu, 1544). O endereço traz salas de treinamento, auditórios e sala específica para promoção de prova e certificação ITIL.
Os interessados devem se inscrever para entrevistas por meio do site http://www.pinkelephant.com ou pelo telefone 11 3443-7739.
Sobre a Pink Elephant
Fundada em 1979 na Holanda e com sede em Toronto no Canadá, a Pink Elephant passou por várias etapas antes de ser conhecida mundialmente com empresa líder no segmento de Gerenciamento de Serviços de TI. Concebida inicialmente como uma empresa de outsourcing, se juntou em 1987 ao CCTA (atual OGC) órgão do governo inglês para desenvolver o modelo ITIL. Desde então, a Pink Elephant se mudou para o Canadá e é reconhecida globalmente como a empresa que introduziu o modelo ITIL na América do Norte.
A Pink Elephant é uma empresa de consultoria e educação para a área de Tecnologia da Informação. Esta companhia atua em três importantes frentes de negócios: Educação (Treinamento), Eventos (Conferências e Seminários) e Serviços(Consultoria). Esses três produtos se complementam e estão centradas na divulgação e implementação das melhores práticas de ITIL, objetivando uma melhor gestão da área de Tecnologia e, consequentemente, da empresa-cliente como um todo.
Atualmente, a Pink Elephant possui operações no Canadá, Estados Unidos, México, Brasil, Reino Unido, África do Sul, Austrália, Nova Zelândia, Hong Kong, Malásia, Singapura e Arábia Saudita. No Brasil, iniciou suas operações em Julho de 2005 e conta com escritórios em São Paulo e Brasília. Mais informações, acesse ao site: http://www.pinkelephant.com
Contato com a imprensa:
Assessoria de Imprensa da Pink Elephant
Capital Informação
Luciane Bernardi - .(JavaScript must be enabled to view this email address)
Flávia Machado - .(JavaScript must be enabled to view this email address)
Tels: (11) 3926-9517 ou 3926-9518
Fax: 3845-0111
Wednesday, June 18, 2008
Pink anuncia alianza estratégicas con las empresas más importantes de TI en Latinoamérica
Ciudad de México - Como parte de su estrategia de expansion hacia Latinoamérica, Pink Elephant líder mundial en Administración de Servicios de TI, anunció su más reciente alianza con las empresas más mpotantes en Latinoamérica.
“Pink Elephant busca llegar a más países en Latinoamérica, creando alianzas estratégicas con las empresas más exitosas de la región, en donde gracias a sus conocimientos sobre el mercado, experiencia y prestigio aunado a los servicios y reconocimiento de Pink Elephant lograremos una atractiva relación para las organizaciones locales” dijo Gerardo Reyes Retana, Director General para América Latina de Pink Elephant
Empresas como NetComp de Perú, Intergrupo y Partners System en Colombia, Mainsoft y Quintec en Chile, Teorema en República Dominicana, SSA Sistemas de Panamá, CIDICom de Buenos Aires y Statum de Uruguay se suman a la selecta lista de partners exclusivos de Pink Elephant en sus respectivas regiones. Con el fin de anunciar estas alianzas a sus clientes,
Con el fin de anunciar estas alianzas a sus clientes, Pink Elephant esta realizando una Gira de Lanzamiento en cada región a las que se espera llevar temas de interés relacionados con los nuevos integrantes de su portafolio de servicios.
Entre las fechas de este recorrido por latinoamérica figuran:
- 14 de Mayo, Bogotá, Colombia a través de Integrupo.
- 15 de Mayo, Medellín, Colombia a través de Intergrupo.
- 16 de Mayo, Cali, Colombia a través de Partners System.
- 29 de Mayo, Santiago de Chile, a través de Quintec.
- 4 de Junio, Santiago de Chile, a través de Mainsoft.
- 6 de Junio, Urugay, Montevideo, a través de Statum.
- 3 de Julio, Lima, Perú, a través de NetComp.
- 27 de Julio, Buenos Aires, Argentina a través de CIDI Com.
Las personas interesadas en conocer los servicios que Pink Elephant y sus Partners ofrecen en estas regiones podrán contactar a .(JavaScript must be enabled to view this email address).
Tuesday, June 17, 2008
Visit With Pharaoh Rameses II
Pinky was quite impressed with the temples at Abu Simbel. They were built by Pharaoh Rameses II near the boarder of Egypt and Sudan.
Pyramid Light & Sound Show At Giza
Here’s Pinky in Cairo enjoying the Pyramid Light & Sound Show at Giza
Monday, June 16, 2008
New Content Available In PinkATLAS: ‘Hot Topic’ White Papers, Six New Van Haren Books & More!
TORONTO, ON - PinkATLAS June 2008 update includes two new white papers and six Van Haren books - hot off the presses!
1. ITIL V3 Management Guides
These official Van Haren Management Guides are packed full of information on each stage of the ITIL V3 lifecycle and combine the expertise of global leaders in the field. The titles available are:
- Service Strategy Based on ITIL V3
- Service Design Based on ITIL V3
- Service Transition Based on ITIL V3
- Service Operation Based on ITIL V3
- Continual Service Improvement Based on ITIL V3
The books are split into two sections:
1. A description of the Lifecycle stage: An in-depth coverage of all the key aspects of the stage
2. A description of the processes and functions relating to that stage: This unique approach means that key process information is gathered into one place for quick access by practitioners
A sixth book, IT Service Management Based on ITIL V3, complements the lifecycle series and provides readers with a quick reference to basic concepts in ITIL V3.
2. Two New ‘Hot Topic’ White Papers
- Calculating The Financial Benefit Of ITSM - Discover how to calculate the financial benefit of an ITSM implementation or improvement
- How To Conduct An ITSM Process Assessment - Receive practical guidance on the planning and administration of your ITSM assessment project
3. Latest ITIL Glossaries & Acronyms
From PinkATLAS you will now be able to access a link to the very latest ITIL glossaries and acronyms in multiple languages.
PinkATLAS was launched publicly in December 2007 and is the world’s most comprehensive, online ITSM and ITIL knowledge database, used by over 50 companies worldwide. The product’s primary goal is to aid IT organizations’ ITSM initiatives by providing them with project and process design artifacts that will expedite the early stages of their ITSM projects.
View more information.
PinkATLAS™ is a trademark of Pink Elephant Inc.
Wednesday, June 04, 2008
13th Annual Conference: First Early Bird Discount Ends June 30th
2009 Theme Is ‘IT Business Integration: With A Little Help From My Friends’
TORONTO, ON – Pink Elephant today announced that the first early bird discount for the next IT Service Management Conference & Exhibition – $500 off the regular fee – will end June 30th.
Attendees have less than four weeks to register and pay only US$1,495; a team of six or more from the same company pay only US$1,295 per person.
Aside from receiving one of the best discounts in the industry, the main benefit of early registration is gaining immediate access to an exclusive, pre-conference website. In addition to important conference updates, the site contains:
- Value-added podcasts, white papers and articles on ITSM
- Links to browsable ITSM books from Van Haren Publishing
- Complimentary access to PinkSCAN™, where you can view over 120 questions to assess ITIL’s Incident, Problem, and Change Management processes
Now in its 13th highly successful year, Pink Elephant’s conference borrows its theme from Sgt. Pepper’s Lonely Heart’s Club Band to illustrate how to achieve IT Business Integration “with a little help from my friends”. Attendees will learn about what it really takes to become a value added business partner and contribute positively to an organization’s business goals and bottom line.
View the exciting tracks and themes, and speaker previews.
The event will take place February 22-25, 2009 at the Bellagio in Las Vegas.
Register today to take advantage of the best early bird discounts in the industry.
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Tuesday, June 03, 2008
Stimulating Discussions
There is nothing more stimulating then having a colleague ask what appears to be a simple question which in turn generates a very lengthy but healthy email discussion with half a dozen people.
Then imagine the added benefit of having that same discussion in person over a beverage. It is so much fun to have different point of views shared and debated. It is invigorating.
Imagine the wealth of different views from so many people with both book knowledge and practical experience. It is so much fun to have someone bring out the ITIL books and discuss the different nuances throughout the books.
One of my favorite expressions when conceding a point to a colleague is “you may be right, but I am not wrong either.”
Until next time,