Pink Elephant - The IT and ITIL Service Management Experts

In part 5 Terry goes through the answers and explanation to the audience about the differences between Incident Management and Problem Management. Note: Due to clarity of volume, the audience questions have been removed; this does not impact the nature of the podcast.

In part 4, Terry provides further information on Incident Management covering Management Information, Supply and Demand, Documentation and Formal Planning. Please Note: This is a .MOV file and is best viewed with QuickTime.

Join Terry Sherman as he examines the key activities of Incident Management and the key results. Please Note: This is a .MOV file and is best viewed with QuickTime.

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. Please Note: This is a .MOV file and is best viewed with QuickTime.

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. Please Note: This is a .MOV file and is best viewed with QuickTime.

Listen, while a Pink Elephant consultant will take you through a scenario that illustrates steps for implementing Configuration Management while referencing ATLAS. This podcast will cover four major points: The challenge, Four Step Improvement Model, ATLAS, Bringing them both together. Take advantage of this podcast if you are interested or in the process of implementing Configuration Management in your organization. View slides while listening to Pink Elephant’s consultant to maximize your learning experience. Please Note: This is a .MOV file and is best viewed with QuickTime.

Listen, while a Pink Elephant consultant will take you through a scenario that illustrates steps for implementing Change Management while referencing ATLAS. This podcast will cover four major points: The challenge, Four Step Improvement Model, ATLAS, Bringing them both together. Take advantage of this podcast if you are interested or in the process of implementing Change Management in your organization. View slides while listening to Pink Elephant’s consultant to maximize your learning experience. Please Note: This is a .MOV file and is best viewed with QuickTime.

Many companies struggle with the concept of who should be on the Change Advisory Board. There are several factors that have to be considered regarding the makeup of your Change Advisory Board (CAB). Primary questions that need to be answered are what is the size of your company and the complexity of the IT infrastructure? Are you a globally disbursed company or concentrated in a single country? Do you have many different platforms or just a few? The answers to these questions will determine whether a single CAB will suffice or if multiple CABs are necessary. But it really doesn’t matter if you will have one or many CABs. They will all have similar characteristics.

Since the release of ITIL V3 in Jun 2007, organizations have been hearing from many sources, including consultants, tool vendors and the authors themselves, on how ITIL V3 presents a fresh, new perspective towards developing and delivering IT services. The information presented has mostly been a high-level view; however, many organizations, and particularly IT executives of those organizations, have been asking for a more specific view of V3 that answers questions about the contrast between V2 and V3, and the impact of V3 on their training plans.

Rich Petti brings this podcast series to a conclusion by summarizing the Role Of The Service Desk In The 21st Century and provides answers to some questions that he is presented with.