Pink Elephant - The IT and ITIL Service Management Experts

Do you implement too many changes everyday? Are there conflicts when scheduling changes? Could you have grouped changes into some sort of bundle? If you answered yes to any of these questions, then you need to consider implementing a Release Policy. ITIL describes many types of possible Releases; yet, many organizations still struggle with translating these definitions into reality. Listen to this PinkCast by Pierre Bernard, Manager of Education Services, and learn: What is a Release? What characteristics comprise a Release Policy? What are the differences between Release categories: Minor, Major or Emergency Release? What are the differences between Release types: Delta, Full or Package Release? How do you populate a Release Policy? What is the best method to use? Note: Please be advised that this is an Enhanced PinkCast that contains a slide presentation and is best viewed with iTunes or QuickTime.

Using an illustrative story to review the goal and activities of Security Management, Pink's Executive Consultant Rich Petti discusses the various aspects of Security Management, a Service Delivery process. Rich also delves into how Security Management is linked to customer satisfaction, how it is related to Availability, Continuity, and Service Level Management, and how it plays a key role in meeting governance requirements. The focus of this PinkCast is on a high level view of the key definitions including CIA as applied to appropriate protection of data. Security Management Goal: To meet the security requirements of Service Level Agreements (SLAs) and external requirements further to contracts, legislation and externally imposed policies; to provide a basic level of security, independent of external requirements, Key Definitions mentioned: Security Awareness, Security Incidents, Security Level, Confidentiality, Integrity, Availability, Activities: Planning, Implementation, Control, Evaluate, Maintain

Many Service Desk Managers struggle with the concept of conducting annual performance reviews for their staff members. Usually this exercise happens in a very short period of time just before they are due and creative writing becomes the method for completing them. This turns out to be very painful for all involved. The ITIL framework can be a big help in making these performance reviews more accurate and meaningful to the Manager, the staff members and the company. This PinkCast is designed to summarize the steps that need to be taken to make Performance Management easier and more relevant to all that participate.

Using an illustrative story to review the goal and activities of Capacity Management, Pink's Executive Consultant Rich Petti discusses the reactive and proactive aspects of Capacity Management, a Service Delivery process. He also delves into how Capacity Management is linked to customer satisfaction, is closely related to Availability, Continuity and Service Level Management, and plays a key role in meeting governance requirements. The focus of this PinkCast is on the sub-processes and iterative activities. Capacity Management Goal: To ensure that the current and future capacity aspects, and performance aspects of the business requirements are provided cost-effectively. Key sub-processes reviewed: Business Capacity Management, Service Capacity Management, Resource Capacity Management, Key activities discussed: Iterative activities: Monitoring, Analysis, Tuning, Implementation

How To Create A Service Catalog According To ITIL Best Practices. The role of Service Level Management (SLM) and its primary tool, the Service Catalog, are critical success factors in the process of moving to repeatable and auditable service provision. The Service Catalog represents a trusted record of the services provided by IT, its default capabilities, measures and primary means of access and provision. In short the Service Catalog represents the value IT provides to business enablement: What is not defined cannot be controlled. What is not controlled and stabilized cannot be measured? What is not measured consistently cannot be improved. How To Create A CMDB According ITIL Best Practices. Configuration Management is one of the most necessary but difficult processes to implement if you want to achieve a high level of maturity in IT service management. And, the Configuration Management Database (CMDB) provides a critical resource for almost all other IT service management disciplines. If implemented and managed correctly, the CMDB will provide valuable information about where assets are and how they impact the delivery and quality of IT services. However, there are many obstacles to negotiate and pitfalls to avoid - so good guidance is essential before you attempt this most important project.

Many organizations struggle with implementing Problem Management. In reality, Problem Management should be one of the easier processes to implement. Unfortunately, some organizations still confuse Incident and Problem Management; often, they only implement Problem Management when reacting to a Major Incident and someone high enough in the organization has yelled loud enough. Incident Management data is important to Problem Management, but often the Service Desk / Help Desk has a feel for what types of incidents recur on an ongoing basis. This PinkCast will discuss the following: Challenges around implementing Problem Management. Quick Wins when implementing Problem Management. Value and benefits of Problem Management. How Problem Management is crucial to turning a vicious cycle into a value cycle

The IT Infrastructure describes many types of possible changes. Many organizations still struggle with translating these definitions into reality. One way to achieve this is to look at change models. A change model will have the following characteristics: The part of the infrastructure affected such as service, system or configuration item. Who (person or group) will be assessing, developing, testing and implementing the change. What needs to be documented about the change. Whether or not there will be any training required. What needs to be communicated about the change. Listen to this PinkCast from Pink Elephant’s Manager of Education Services, Pierre Bernard, and learn more about change models; the four main change categories and what they mean; how to determine the change scope; and how to determine the affected components in the IT infrastructure.

“Good communication is as stimulating as black coffee, and just as hard to sleep after.” ~ Ann Morrow Lindberg. In keeping with the spirit of Pink’s mission statement, we continue to focus on new ways to research, document and promote best practices in a spirit unique to our culture. In this spirit, Pink Elephant has recently launched our newest communications medium – “Blogs”. Come take a look at several blogs recently added to our website. Visit one of our blogs and share experiences, thoughts or discover the ITSM issues people are talking about. For a little fun, check out where Pinky, Pink Elephant’s globe-trotting ambassador, has traveled to spread the word about IT management best practices!

The adoption IT Service Management represents a significant effort and cultural transformation that is not for the faint at heart. Over the year, Pink Elephant has made an effort to bring industry recognition to leaders and corporations who have made a significant commitment to the philosophy of Service Management. Each year at our annual IT Service Management conference we sponsor three important awards. ITIL Project Of The Year, ITIL Practitioner Of The Year, ITIL Certification Student Of The Year. This PinkCast looks at what these awards mean, as well as the process for nomination and selection.

For the past ten years, Pink Elephant has brought some of the world's most intriguing and inspiring keynote speakers to its International IT Service Management Conference. With the program now complete for Pink Elephant's 11th annual conference, taking place Feb 18-21, 2007 at the Venetian Hotel in Las Vegas, this PinkCast offers an update on some exciting new featured speakers coming to the world's largest event dedicated to IT best practices.