Saturday, March 01, 2014
My Favourite Photos From Pink14
All of the photos can be viewed here.
But here’s my faves:
Here we see Pink Think Tank participant, David Cannon. I can’t quite decide if he’s about to fall asleep, or pounce.
That’s George Spalding (Pink Executive Vice President), Super Pinky (Pink Chief Ambassador), Lou Cino (Pink Executive Vice president & CFO) and me.
Fatima Cabral (Pink CEO) initially tells us how many martinis she wants when she leaves stage ....
... then changes her mind.
Peter Hepworth (Axelos’ CEO) - that’s not your halo slipping is it Peter?
Postcard for the Boss “It’s all hard work at the Pink Conference, honest!”
Me and my old buddy, Malcolm Fry. I’ll have to hunt out some pics of us 30 years ago to let you see how we havn’t changed (he’s always been the short, ugly one).
And finally, Pink’s Troy DuMoulin & Jack Probst leading the Pink Think Tank team in a special performance of the Can-Can!
Tuesday, February 25, 2014
Pink14: What You Already Know & Some Of What You May Not Know!
So the 18th Annual IT Service Management Conference is all in the past now - except for the “clean up” we have to do over the next few weeks. When I say “clean up” I’m not talking about any unexpected mess, just the detailed assessment of feedback from all the sessions, and paying the bills!
By all initial accounts the Pink Conference Team did another fantastic job. We had slightly more attendees than last year, and more vendors too. So from a purely business perspective, the riskiest thing that Pink does every year is almost put to bed with no surprises or dangerous incidents to send us into any kind of panic (thank you Mother Nature; thank you Mr President; and thank you everyone else in the world who didn’t do anything to mess with us).
There’s a lot the Conference Team have to do to prepare and then execute this event, but they’re old hands at most of what’s needed. One thing I’d like to call out, though, is how on the Tuesday afternoon they assisted the Bellagio team to “flip” the main keynote room to get ready for a big party. There was a lot to do, from setting up the stage for the Water Coolers and the Rolling Stones tribute band - The Jagged Stones - to setting tables for 1500 people with party favours and lots of other fun decorations. Oh yes, and the bars and food tables! If you were there for the party then you probably wondered how that huge room could have been reset so quickly - but it was. Thanks to the Bellagio Events Team and the Pink Conference Team. Well done!
Speaking of “The Jagged Stones” - we were quite tickled at a piece on Huffington Post the next day profiling the band and their performance at the “Tower Ballroom, Bellagio”! Just a bit puzzled why they didn’t mention Pink or our event by name ???? Also, does this mean one of our participants is a blogger for Huffington Post?
But lots of other reviews were very clear in their appreciation of Pink and the overall value of the event. Some interesting reads were contained in the blog entries by:
If you were there then some of what you’ll read in those blogs will sound familiar, for sure. And, no doubt you took away some great ideas and guidance from the eclectic group of speakers and fellow attendees.
The anecdotal comments we’ve received first hand have also been universally positive, praising the great job done by all our session speakers and contributors. As expected we’ve had a few comments about how there’s “just too much content”, and “give me more than 15-20 minutes for lunch please!” But you know - and you’ve heard me say this every year - no matter how we slice & dice things, you’re ALWAYS going to be unable to attend everything! You just have to spend some time planning your time to make sure you hit what’s most important to you. And if you need 45 minutes for lunch - take it! Don’t blame us (it’s my fault actually) that we have sessions going on while you chomp down. We just want to give you lots to chose from, and that means you can’t do everything. I’m afraid that’s a “criticism” we’re always going to have to live with. We regularly consider new ideas for how we can space things out and try to adjust the program so that you can make the most of as much of the content as possible, but at the end of the day - unless we have a single track event - YOU have to make some choices!
Again this year, for the 3rd time, we streamed all the keynotes live via the web. If you were one of those who tuned in, I’d really like to hear what your experience was like. This year we made some adjustments to how that was done, using a split screen to show the speaker and the images on the big screen simultaneously. A big improvement on how when a speaker might show a picture or video and you’re left staring at a silent and motionless speaker on-stage as in the last 2 years.
My personal highlights of the Conference program:
- Seeing the impressive stage setting for the first time on Monday morning. Wow! It looked fabulous - the colourful yet moody Gotham City backdrop with the London phone booth (errrr, OK, a bit of artistic licence there!)
- Seeing Pink’s CEO, Fatima Cabral, come out of that phone booth, removing her Super-Hero cape and welcoming everyone in that most calm, confident and stylish way that only she knows how - and then going on to deliver, for me, the most memorable line of the Conference: “Holy Fit For Purpose, Batman!”
- Then seeing Pink’s Executive VP, George Spalding go INTO the phone booth dressed as Clark Kent and exiting a few seconds later in his Super-Man outfit. OK - to be honest the Super-Man outfit is not something we really want to retain in our memories, I know, but it was fun for us in the know (and now you!) to think of how George was “re-dressed” by two ladies inside that booth. George has many talents, but being a solo quick change artists clearly isn’t one of them - so he needed an extra couple of hands in there. OK - moving on quickly ....
- Long time Pink friend Kirk Weisler doing an absolute kick-ass job as Jimmy Olson in his little vignette with George, sorry, Super-Man.
- Commander Chris Hadfield. Everyone else has already said how he lived up to our need for inspiration. I was just a bit tickled to think how we booked him almost a year ago - when he was actually still in space at the International Space Station! Well done Conference Manager, Pattie Lanktree! I loved his style of speaking, and I’ll never get tired of seeing close-up video of launches from Cape Canaveral. That thunderous roar always gets to me!
- Seeing Pink’s Barry Brown accompany Cmdr. Hadfield in a performance of “Space Oddity” Nice one Baz!
- Caroline Casey: Again, others have written eloquently about this impressive lady. I was just completely taken aback by her story. In 18 years we’ve had many, many interesting keynote speakers, but she takes the cake for providing me with the biggest surprise. I just wasn’t prepared for what she had to say. If you want to know what all the fuss was about, watch her TED Talk video and be ready to have your mind blown.
- The many conversations and good wishes I received from old and new friends over the few days we spent together. It means a lot to me when people say they LOVE coming to our Conference and they can’t wait to come back! Thank you.
- And the folks who attended my two sessions on Wednesday. “The Dragon’s Den of ITSM” just before lunch got off to a fun start when I asked everyone if they were enjoying the event, and especially why a few folks tend to leave on Tuesday evening. “What’s that all about?” If you were there you’ll know there was no shortage of opinions on what people would like to see next time. We’ll try our best - I can promise you that! All good feedback we’re taking into consideration, thanks!
- And my half-day ” workshop “The ITSM Leadership MasterClass” on Wednesday afternoon. If you were there you probably observed that I enjoyed it as much as anyone in attendance. Is that fair? Am I allowed to have more fun than my customers?! I just love this subject and I’m planning to do a lot more research and writing on this. “Leadership” is talked about a lot these days, but mostly in a very generic way. I think “Leadership in ITSM” has some special needs - which I really want to understand and discuss more. So look out if you’re going to the “3rd Annual ITSM Leadership Forum” - PinkFORUM14 - later this year!
Well, if you were there last week I want to thank you. The faith you place in us means a whole lot more than I can express. And if you weren’t there - then maybe we’ll see you next time? The “19th Annual International IT Service Management Conference & Exhibition” is way more than just a placeholder in our calendars right now. We’ve been planning it for some time and we promise you’ll not regret attending!
Better still, if you plan to be at PinkFORUM14 & Pink15 - you need to check out our special combo offer!
Pink14 is gone. PinkFORUM14 & Pink15 are on the way!
Wednesday, February 19, 2014
The ITSM Leadership MasterClass
Here are my materials from Today’s session.
Monday, February 17, 2014
Welcome To Pink14!
The 18th Annual IT Service Management Conference & Exhibition is off to a great start! Here’s how it all began, with the Opening Remarks from Fatima Cabral, Pink Elephant’s CEO.
Hello!! Welcome IT Super-Heroes!
On behalf of everyone here at Pink Elephant, it is my pleasure to welcome you to Pink14 - our 18th annual conference. We are so very proud that this is THE largest gathering of IT Service Management professionals in the world! Thank you very much for being here.
I want to extend a special thank you to those who have travelled from abroad – and there are many! This is truly an international event – we have attendees here from all corners of the globe; Russia, Africa, many parts of Europe, the Middle East, many parts of Asia, Australia, New Zealand and of course, from here in North America – Canada, Mexico and the US as well as Latin America. Thank you very much for making the long journey here to join us.
WOW - 18 times! It’s hard to believe so many years have passed. At the beginning, in the mid 90s, Pink challenged IT professionals to embrace, not just technical certification, but to also learn about process management. And you did. Since then, millions of people all over the world have learned about ITIL, ISO, Lean IT, Six Sigma, COBIT, just to name a few. While at one time, very few IT managers knew about process management certifications, today that is definitely not the case. And, we at Pink are enormously proud of the major role we have played in this industry-wide and global transformation. You know, Pink has led the way, and each year at this event we aim to provide you with ever-expanding knowledge that you can take back home to help with your business improvements.
We aim to have you leave feeling inspired to re-energize and re-focus your continuous process improvement initiatives back home. Many of you know that we also like to have a bit of fun with our theme. This year’s conference theme is “IT Super-Heroes Driving Business Change” – a bit of fun, but with a serious message.
Today we live in a business era of superhuman challenges! It’s true, isn’t it? The question IT leaders have to ask is this: Are you and your IT teams UP for the task? Are you mild mannered Clark Kent, or are you faster than a speeding bullet like Superman? Things are happening at such a rapid pace. What you thought you had under control yesterday, is suddenly changing again today. Am I right?
At this conference we’ve created a program to help you understand what other IT Super-Heroes have done to successfully manage and drive business change. And, since our area of focus is IT Service Management, we’ve specifically gathered for you many ITSM Super-Heroes. So, what do these Super-Heroes do? What makes them stand out? Well, in comic strip terms, let me tell you what they do …
POW! ITSM Super-Heroes know how to fight off the evil villains of the work place, including that super villain known as, Complacency.
KA- BOOM! ITSM Super-Heroes blow up barriers that stand in their way by applying tenacity and persistence. They are bold and brave.
WOOOOSH! ITSM Super-Heroes take to the skies inspiring others to climb to ever-growing heights of excellence.
Holy Fit For Purpose Batman! Whether it’s ITIL, ISO, COBIT, whatever - ITSM Super-Heroes understand the concepts of applying fit for use and fit for purpose to ward off irrelevancy & bureaucracy.
Seriously though, in real life terms, here’s what IT Super-Heroes do. Put simply, they all get RESULTS.
Now, here is my list of 8 key traits that ITSM Super-Heroes possess. There are many more than just 8, but these are ones I want to highlight for you now.
ITSM Super-Heroes speak “business-ese” - the language of business. They get meaningful results. And, more specifically, ITSM Super-Heroes are able to measure business results. Allstate Insurance, the 2007 Project Of The Year award winner, has numerous ITSM wins. They know how to put their IT successes into words, metrics and numbers that C-level executives notice. Catch their presentations here at the conference, by Cathy Kirch and Patrick Soule. You know, it is relatively easy to demonstrate ITSM improvements using the language of IT… fewer incidents, faster resolution, increased response to requests, higher availability, etc. But, demonstrating real value to the business by speaking the language of business, is the bigger challenge, and the bigger value add.
ITSM Super heroes are faster than a speeding bullet. They are proactive and enable change. They also understand and embrace John Kotter’s model for “Leading Change”, and the important step in the model of “managing quick wins”. A good example is Laura Fucci, CIO, City of Henderson Nevada… at this event she is presenting her IT organization’s “30 Day Quick Win Plan” describing her team’s initiatives to make improvements – any improvements – and make them quickly. Another example is last year’s Project of the Year winner, University of Alberta. Sarah Sentes is here to tell you about their 9 month ITSM implementation success story.
ITSM super heroes are business people first, not IT people. They understand where IT fits into their organization’s corporate vision. Take for example, Ed Marx, CIO, Texas Health Resources, and a finalist for this year’s IT Leader of the Year award. He and his IT team embrace the view “What we do save lives” – by embracing this statement they’ve connected everything they do in IT to that one shared vision – what we do saves lives.
ITSM superheroes are tenacious and persistent – never give in; never give up – they know how to break down barriers. And, they have found the right way to “ignite” enthusiasm in others by mobilizing and energizing them in very effective and productive ways. A great example of these traits is another finalist for IT Leader of the Year award, Cindy Trudeau, IT Director, Presbyterian Health Care. Catch her presentation to hear first hand her “nothing is going to stop us” attitude!
When it comes to ITIL specifically, which many of you are using as a framework, ITSM superheroes know that you don’t need every part of ITIL, and you know which parts to use. ITSM Super-Heroes use ITIL for what it is, a collection of accepted best practice guidance. They take what they need, when they need it. Modify it if they want, or need to. They have learned how to use ITIL guidance as just that – guide-books, not play-books! To hear more about these important concepts, attend today’s session led by Rob England that features a summary of the Pink Think Tank session help here on Saturday. Rob will tell you about an important shift in IT, and that most of you are not ready to address this shift. The Pink Think Tank is reporting that everything that IT has been doing in the past is now no longer enough. ITIL is still fit for purpose: but you must reprioritize the ITIL practices, especially Supplier Management and Service Portfolio Management. Attend his session to learn more.
ITSM Super-Heroes are familiar with, and use many best practice frameworks, standards, and models to transform IT and to achieve business excellence. It’s not just about ITIL. ITSM Super-Heroes know which parts to use from which models, and to make them fit their business goals and priorities. We’re lucky that our conference program includes many presentations from IT managers who are looking beyond ITIL and who are using Lean IT, Agile, COBIT, ISO along with ITIL, or sometimes not. These presentations include award winning CIO, Niel Nickolaisen, from Western Governors University, and AVP,Tom Paider & Process Architect Jeff Gorby, both from Nationwide – another former Project of the Year award winner.
ITSM Super-Heroes are able to entrench a culture of continual service improvement (CSI) where improvement is not a one-time project, but rather it is managed as an ongoing, never ending cycle of Plan, Do, Check, Act. Attend the presentation by Elaine Lauritzen, Managing IT Director, Brigham Young University, and a former Practitioner of the Year award winner. For several years, her IT organization has been on a journey of ITSM excellence, and they are a good example of people who believe that when it comes to CSI - “there is no finish line”.
ITSM Super-Heroes get results because they know how to turn knowledge acquired from education and certification, into skills, and they know how to turn skills into results. Let me expand on that: successful IT organizations know how to turn knowledge into changed behavior, and they know how to manage this changed behavior to generate desired outcomes and a service minded, business culture. An example is IT VP Glen Taylor, Walt Disney Parks & Resorts. Attend his presentation to hear how they’ve taken 700 people through ITSM education.
So, there you have it – 8 key traits I think ITSM superheroes possess. And while I’ve named only a few Super-Heroes from our conference program, the agenda is filled with numerous people who will inspire you with their stories and their thought leadership. And, actually, for the next few days you are all Super-Heroes because you are here to expand your horizons and to learn from others, and I applaud you for seeking truth, justice and the IT excellence way - for your organizations.
Before I close off I want to take a moment to say thank you to a few important people. One is Rob England who I mentioned a moment ago. Some of you know him as The IT Skeptic, a Super-Hero in his own right. Someone who has spoken the truth for many years even when it has been extremely controversial. Rob has helped us put together this year’s Pink Think Tank. A group consisting of some of the industry’s most respected ITSM minds, including, Pink’s own Troy DuMoulin and Jack Probst, as well as Karen Ferris, Charles Betz, Charles Araujo, David Cannon, Rodriqo Flores and James Finister. Thank you all very much. There are 2 sessions at this event that profile the results of this year’s Pink Think Tank – don’t miss them!
Next, I’d like to thank Axelos – the new owners of ITIL - and its CEO Peter Hepworth for joining us here from England. Peter will be here on-stage later to make a very important announcement. And you can also attend Peter’s presentation tomorrow to learn about the “ITIL Roadmap’.
Thank you to the vendor community and to our exhibitors for supporting our conference. A special thank you to this year’s Platinum sponsor, BMC. All exhibitors enrich our program and so thank you all for being here.
Thank you to the staff of the Bellagio who we’ve worked with for many years to bring you this conference.
Thank you to all our Pinkers – our conference team, our trainers and consultants, our customer service team. I am truly blessed to work with such an amazing group of very talented people.
Thank you to all our speakers this week, and especially those of you presenting case studies who come along to share your successes, lessons learned, and your trials and tribulations, so that others do not have to reinvent the wheel.
Thank you to our keynotes. The world is filled with truly inspirational people, and we try each year to bring you the best, including this year’s opening keynote, who you will hear from in a few moments, Commander Chris Hadfield, a true Super-Hero! From him we learn “the sky is not the limit”.
So, let me now close off now by saying, over the next few days I hope that all you IT Super-Heroes will inspire others with your own stories. And be inspired yourselves to go back to your organizations and implement at least a few good ideas. As we move together through the conference this week, I ask all of you to talk about and share successes about what is going on in your organizations to fight off evil villains. And, don’t worry there is no kryptonite here at Pink14! So have fun and enjoy the super program we have put together for you.
Tuesday, February 04, 2014
Pink Interviews Peter Hepworth, CEO, Axelos
The “Best Management Practices” (including PRINCE 2 and ITIL) previously owned by the British government’s Cabinet Office are now owned and managed by Axelos. We recently sat down with Peter Hepworth, the CEO of Axelos, to ask him about his vision for the future of Axelos and the eco-system of services that surrounds the BMPs. You can read the full interview here.
Also, you can meet with Peter and his team at Pink14 - the 18th Annual IT Service Management Conference & Exhibition - later this month in Las Vegas. They’ll be participating in at least two workshop sessions; providing you plenty of opportunities to ask them whatever you want!
Certification • Events • Industry News • Leadership • Practices • (0) Trackbacks • Permalink
Thursday, January 30, 2014
Sing-A-Long With Commander Chris Hadfield!
If you’ve been to our annual conference before you’ll know we like to have a little fun in amongst all the serious learning. This year will be no exception. One idea we’ve come up with should provide a bit of a thrill for a lucky Pink customer.
Our opening keynote speaker is Commander Chris Hadfield, who gained worldwide recognition last year for his mission to the International Space Station. While he was there he recorded an out-of-this-world performance of David Bowie’s ”Space Oddity” which has gone on to generate over 20 million views on YouTube.
We’re very fortunate that Cmdr Hadfield has agreed to reprise his Space Oddity performance at Pink14, and he’s also graciously agreed to welcome one of our lucky attendees to accompany him!
So if you can play Space Oddity on an acoustic guitar and would like to join Cmdr Hadfield on-stage – here’s your chance:
1. Record a 2-3 minute audition video of your version of Space Oddity.
2. Post it to YouTube.
3. Tweet the link with the #Pink14 hashtag.
We’ll look at the “entries” and chose a lucky winner. How cool is that?!
Thursday, January 23, 2014
I’m spending a lot of time these days preparing for my half-day “ITSM Leadership MasterClass” workshop next month in Las Vegas. One area I’m learning more and more about are the positive traits that great leaders have in common. Specifically, what it is that causes us to follow a leader.
One thing is clear, if you’re an ITSM leader, it’s not enough just to follow a set of “leadership rules” and expect to see everyone fall into place behind you. It’s not as simple as that! There are occasions when great judgment is needed and the wrong decision can send everyone spinning off in the wrong direction - no matter how smart, honest, determined, confident or clear you might be in your messaging.
For example, if you’re anxious for people to buy-in to your vision, it must be tempting to stretch the truth a bit, talking things up to make it sound like we’re all headed for utopia and there are no risks. But one leadership trait that crops up again and again is how raw honesty can be put to good use to really get across how important the issues are.
Here’s a couple of examples of what I mean.
We have since learned that Winston Churchill and his government during the Second World War were very selective with the truth day-to-day during the conflict. The justification being that publishing bad news would affect morale. Well, in Churchill’s first speech to the House of Commons after his appointment as Prime Minister in May 1940 he had this to say:
“I have nothing to offer but blood, toil, tears and sweat. We have before us an ordeal of the most grievous kind. We have before us many, many long months of struggle and of suffering. You ask, what is our policy? I can say - It is to wage war, by sea, land and air, with all our might and with all the strength that God can give us. To wage war against a monstrous tyranny, never surpassed in the dark, lamentable catalogue of human crime. That is our policy. You ask, what is our aim? I can answer in one word, it is “victory”. Victory at all costs; victory in spite of all terror; victory, however long and hard the road may be.
Wow! Chillingly honest for sure! But also inspiring, don’t you think? People must have thought “This is going to be tough. Don’t know if we’ll succeed, but we MUST give it every effort.”
And then this example. The famous advert that Earnest Shackleton is reputed to have used to recruit men for his expedition to the South Pole:
“Men Wanted for Hazardous Journey. Small wages, bitter cold, long months of complete dark-ness, constant danger, safe return doubtful. Honour and recognition in event of success.”
Wow! Would you sign up for that?
Well, both Shackleton & Churchill are often referred to as “great leaders”. They had a way with words and you have to say, at least in these two examples, they were as honest as the day is long!
I’m looking forward to discussing many more fine leadership qualities with everyone in the MasterClass next month.
Monday, January 13, 2014
Pink14: It’s Not ALL About The Internet. Or Is It?
It’s just over 4 weeks until our 18th Annual International ITSM Conference & Exhibition.
I’ve spent the last few days getting myself just a little bit excited about the prospect of connecting with old and new friends and learning about some of the evolutionary trends affecting ITSM. Some of these trends have been around for a while (cloud, BYOD, mobile, social media) but they continue to evolve through the development of new technologies, services and the new habits of people. Other trends are grabbing our attention and will surely be talking points for many more years ahead, such as 3D printing and increasing concerns over privacy. And with the convergence of BYOD, mobile and innovative cloud-based services we’re now hearing about “The Internet of Things”!
Everytime I think about any of these subjects I wonder “How does this affect ITSM?” That’s what we need to be considering. I plan to share with you my views in Wednesday’s half-day workshop “The ITSM Leadership MasterClass”.
Looking forward to hearing your views and experiences at Pink14!
Are you ready?
Events • Industry News • Leadership • Practices • (0) Trackbacks • Permalink
Wednesday, December 18, 2013
Official Statement From Pink On The Increased ITIL Exam Fees From January 1, 2014
I’ve already blogged a few times on this subject.
I’ve attached the official statement we’re making available to our customers explaining what we’re doing about the ITIL exam fee increase that becomes effective January 1, 2014.
Unfortunately the increase has become unavoidable, but we’ve come up with some interesting tactics for keeping costs down overall for our customers.
The important points to note are:
If you have any questions or comments please feel free to get in touch with me right here by posting a comment, or call our Customer Service Representatives.
Wednesday, December 11, 2013
Hindsight v Foresight
We often talk - usually in a rather cynical way - about “the benefits of hindsight”. But great leaders, really great leaders, can think through issues and connect dots to come to a very clear picture of the future - foresight. Combine this reasoning with the ability to speak eloquently and plainly and you often can have no doubt, and no misunderstandings, of the message the leader wants to get across.
One of my favourite examples comes from the eve of the American Civil War. William Tecumseh Sherman, famous for his ruthless methods once the war was underway, made this chilling and severe finger-wagging speech to the confederate states as they were threatening to secede from the Union.
You people of the South don’t know what you are doing. This country will be drenched in blood, and God only knows how it will end. It is all folly, madness, a crime against civilization! You people speak so lightly of war; you don’t know what you’re talking about. War is a terrible thing! You mistake, too, the people of the North. They are a peaceable people but an earnest people, and they will fight, too. They are not going to let this country be destroyed without a mighty effort to save it… Besides, where are your men and appliances of war to contend against them? The North can make a steam engine, locomotive, or railway car; hardly a yard of cloth or pair of shoes can you make. You are rushing into war with one of the most powerful, ingeniously mechanical, and determined people on Earth—right at your doors. You are bound to fail. Only in your spirit and determination are you prepared for war. In all else you are totally unprepared, with a bad cause to start with. At first you will make headway, but as your limited resources begin to fail, shut out from the markets of Europe as you will be, your cause will begin to wane. If your people will but stop and think, they must see in the end that you will surely fail.
If only we had such clear thinking and speaking from our leaders today.
Thursday, December 05, 2013
Q & A On ITIL Exam Price Increases
Why are some Accredited Training Organizations (ATOs) reporting different % price increases for ITIL exams?
I’ve seen quite a few comments through various social media channels this week showing some confusion about what’s going on behind the scenes when it comes to the new cost of ITIL exams.
Some seem to be under the impression that Axelos is charging everyone different rates because different ATOs are quoting different price increases. At first glance that may seem odd, but if you understand how exams are provisioned and sold by Exam Institutes (EIs) then you’ll see how different ATOs can report different price increases. Here’s what I mean:
So keeping all this in mind, if the royalty goes up - it goes up by the same amount for everyone. The price the ATO will pay will need to increase, but the % increase will differ based upon the price the EI charges its ATOs.
For example, say an ATO pays $100 to the EI for an exam. And say the EI pays Axelos a $50 royalty out of that $100. If the royalty were to go up to $100, then the exam would now cost $150 and the ATO experiences a 50% increase in its exam fee.
However, if another ATO was already paying $200 per exam; and the royalty change was the same - $50 to $100 - then the new exam fee would be $250 and this ATO would see a 25% increase.
The % increase all depends on how much the ATO is paying the EI for the exam. That’s why there are variances in % increases.
The figures I’ve used in my example are made up by me. They’re for illustrative purposes only.
Certification • Industry News • (0) Trackbacks • Permalink
Tuesday, December 03, 2013
The Good News, Bad News & Lessons Learned From “The Great ITIL Exam Fee Increase Scare Of 2013”
I already blogged about the frustrations we’ve experienced waiting for the final details of the impending ITIL exam fee increase.
In fact, here at Pink HQ there’s been a LOT of hot air expounded in the past 3-4 weeks about this, culminating in a “Hot Air Fest” lasting a couple of days at the end of last week! The target of our frustrations being the ITIL Accreditor (Axelos) and the EI community (Pink’s primary EI being PeopleCert).
Between those two “groups” they’ve just taken way too long to roll out this major change. In the process I believe they lost sight of the impact on their customers - the ATO community and the exam students themselves.
Anyway, while we were waiting for the Accreditor and EIs to sort things out we didn’t just sit on our hands. We went into a huddle and came up with some policy statements about how we wanted to handle this situation.
Firstly, we took the bull by the horns and reached out to the CEOs at Axelos & PeopleCert to let them know what we thought. I can’t give you a verbatim report of those conversations, but what I can say is that it felt good! We managed to get our concerns across loud and clear. In return we received assurances that this was not what we can expect in future. Acknowledgement of a decent lead time when rolling out changes is now embedded into the thinking of the “powers that be”. So there’s been a big “lesson learned” right there. I can tell they’re more than a bit embarrassed by the way things have unfurled and they won’t let this sort of thing happen again.
Secondly, I challenged our team to come up with ways we can save on costs to mitigate the increase in exam fees for our customers. After all, our customers keep telling us they’re being challenged to do more with less. Budgets get frozen (at best) or reduced year after year in IT. That’s just the way the world works. In order to reign in escalating expenditures we all have to look at ways to increase efficiencies and productivity. At Pink we shouldn’t think we’re any different. Our first reaction at a time of stress like this shouldn’t be just to pass on increases to customers. I’m not saying we can always absorb every increase in costs, but we should at least try to look for savings we can pass on. It’s the right thing to do. It would be just plain lazy and arrogant to do otherwise.
So, with that commitment in mind - what happens next? Well, let’s take a big breath and acknowledge the bad news.
We now know that ITIL exam fees are going up by almost 100%. So what are we, at Pink, going to do about it? I always like to look at the opportunities that come along with problems. The problem here being the impending increase in costs. So how can that provide us with an opportunity?
We’re looking for cost savings anywhere we can find them in our Education business. By reducing costs elsewhere then hopefully we can avoid charging our customers more for training, even when the exam fee has increased. There are still more sums to be done, and we need to work through changes to some of our processes to see if our ideas for cost savings definitely can be realized. But in the meantime we’re going to absorb the increased exam costs as best we can and look at things again early in the new year. So that’s the good news! if you look at our website you’ll see training courses today cost the same as they did last week. And we’re not going to increase prices in the foreseeable future.
It would be irresponsible of me to say prices will never go up, but at least I can tell you there’s no increase planned right now. If we do have to make some increase, then it won’t be for a while yet.
So take advantage - book your ITIL training & certification with confidence now! Whether you want to do a course next week, or in January, or next July (whenever) register now and you’ll pay today’s fee, no matter what the price might be later.
Certification • Industry News • (0) Trackbacks • Permalink
Wednesday, November 27, 2013
Hold On, This Is Going To Be A Bumpy Ride!
The “stuff” is really starting to hit the fan in the world of ITIL exams. In particular the impending price increase.
Yes - in case you haven’t heard - ITIL exam prices are going up from January 1st. Unfortunately, the folks that pull the strings are continuing to mis-manage the whole process and - as of today - we still don’t know what the actual cost of an ITIL exam will be less than 5 weeks from now! Some Examination Institutes (EIs) have informed some of their Accredited Training Organizations (ATOs) but not everyone has been told - Pink being one who’s still waiting. The excuse we’ve been given is that the Accreditor (Axelos) still has not told the EIs what additional procedures they need to see in place to improve quality etc. So the EIs fear they may have increased costs which they’ll need to pass on. Whatever!
Come on guys - get yourselves sorted out and start treating your customers with some respect! We have an order book of over 1000 exams to be delivered after January 1st. Those customers have contracted at 2013 prices for their exams. You don’t expect us to go back and ask them for more do you? This isn’t a Charles Dickens novel we’re living in here!
I have a lot more to say on this subject as a result of some emergency planning meetings we’ve undertaken here at Pink HQ the past couple of days. So watch this space.
Certification • Industry News • (0) Trackbacks • Permalink
Thursday, November 07, 2013
My Session Materials From Today’s 9th Annual ITSM Conference in Mexico City
Today I presented “How To Justify An IT Business Alignment Project To Executive Management” at Pink’s 9th Annual ITSM Conference here in Mexico City.
I began my talk by explaining how today - November 7 - is a very, very, very significant day for me, and how it is actually linked to today’s topic - “Alignment”.
Thank you to all the wonderful people who spoke to me afterwards with warmth in their hearts and smiles on their faces. You know who you are! And my very best wishes especially to Roberto. Good luck, buddy!
Events • Leadership • Practices • (0) Trackbacks • Permalink
Wednesday, October 30, 2013
A Customer Service Agent Trying Their Best With A Wacky Process
A few weeks ago I was doing some personal online banking and found myself using my bank’s chat feature. This is where you have a back-and-forth “conversation” with a Customer Service Agent in the browser window instead of actually speaking over the phone. On reflection I wonder how a live phone conversation might have been different from what we typed to each other. What do you think?
You are currently number 2 in the queue.
Thank you for your patience. An advisor will be with you shortly.
You are currently number 1 in the queue.
You are now connected with an adviser.
Priyanka: Hi, you’re chatting with Priyanka. May I take your name please?
DAVID: David Ratcliffe
Priyanka: Hi David, how may I help you today?
DAVID: I have been trying to make a payment to an individual and I get to the step where it says I need a card reader ...
DAVID: ... the system seems to think I don’t have a card reader, but I do have one. I picked it up in the branch.
DAVID: It has not been set up yet though.
DAVID: When I try to set it up I am told I don’t have one yet and I need to order it.
Priyanka: Please be informed that you will need the card reader in order to make online payments.
DAVID: I have the card reader right here.
Priyanka: I understand that you have received a card reader from the branch and you can definitely use it, however, to activate the card reader feature on your online banking, you need to order a card reader from your own online banking.
Priyanka: You will be able to use the card reader that you have after two working days of ordering one from your online banking.
Priyanka: May I help you with the steps to order?
DAVID: Really? So even though I got one in the branch some time ago I can’t start using it now?
Priyanka: I am sorry you need to order the card reader from your online banking.
DAVID: I am confused. Why do I need to order a card reader when I already have one??
Priyanka: As the card reader that you have is received from branch, you will not be able to use this for making online payments.
DAVID: But that’s what I discussed with the person in the branch. She told me to take a card reader so I can make my online payments. what will this card reader do for me if I can’t make online payments?
Priyanka: I can understand your concern. I sincerely apologise for the inconvenience caused to you. Once you order the card reader online you will be able to use this card reader also after two working days.
DAVID: So I “order” a card reader online. But I don’t actually get a new card reader. Instead after 2 working days I can start using the card reader I already have. Is that it?
Priyanka: Once you order the card reader online. It should be with you within 15 days. However, you can use the card that you have after two working days of ordering the card reader online.
DAVID: So I end up with 2 card readers???
DAVID: OK - I’m speechless!
Priyanka: As it is mandatory to order one card reader online from your own online banking id.
Priyanka: I can understand your concern. I sincerely apologise for the inconvenience caused to you.
DAVID: I guess I just have to wait then.
DAVID: Thank you.
Priyanka: You are most welcome.
Priyanka: Thanks for your understanding in this matter.
Priyanka: Thanks for chatting with me. Have a great day ahead.
Priyanka: Bye and Take Care.
DAVID: Well, to be honest I don’t understand. It seems like such a silly process. But I understand it’s not your fault.
DAVID: Thank you, good-bye.