When The Going Gets Tough... Now, more than ever, it’s critical for IT managers to understand how to cut costs and add business value. Recently there have been many articles in top industry publications and websites that specifically site ITIL a must-have in these challenging economic times. Title Of Article Host Link Six Sigma, ITIL, and Other Business Processes Cut IT Costs In Lean Times SearchCIO.com http://searchcio.techtarget.com/news/article/0,289142,sid182_ gci1340706,00.html 10 Hot IT Jobs For 2009 Baselinemag.com http://www.baselinemag.com/c/a/Careers/10-Hot-IT-Jobs-for-2009/ Management Must-Dos In 2009 Networkworld.com http://www.networkworld.com/newsletters/nsm/2009/010509nsm1. html?hpg1=bn 13 Ways To Cut IT Costs Now Baselinemag.com http://www.baselinemag.com/c/a/Infrastructure/13-Ways-to-Cut-IT-Costs- Now/?kc=BLBLBEMNL02032009STR4 CIOs Still Want Systems & Development Staff CIO Magazine http://www.cio.co.uk/concern/resources/news/index.cfm?articleid= 3450&pagtype=allchantopdate New Research Reveals Highest Paid IT Skills & Certifications During The Recession CIO Magazine http://cio.com/article/478414/New_Research_Reveals_Highest_Paid_IT_ Skills_and_Certifications_During_the_Recession Shifting Priorities Wall Street Journal http://online.wsj.com/article/SB123447763114179467.html 2009 Doers, Dreamers & Drivers Government Technology http://www.govtech.com/624096 Pink LINKNEWSLETTER Pink Elephant is the world’s #1 ITIL ® consulting, education and conference service provider. Spring 2009 For more details about all Pink Elephant services, visit www.pinkelephant.com or call 1-888-273-PINK. NEW! Introducing Pink Elephant’s Last Minute Club SAVE Up To 50%! Able to mobilize quickly? If yes, then you’ll be interested in taking advantage of some extra special ITIL education opportunities for public and in-house courses. Watch for emails from us highlighting these offers. You can also visit our website – updated regularly Friday afternoons. Pink’s Last Minute Club can be accessed directly from our homepage. Course Location Dates Discount ITIL V3 Foundations Public Course: Boston, MA April 7-9 Buy one get one free ITIL V3 Foundations On-site at your location April 14-16 April 20-22 35% off the base price ITIL Intermediate: Operational Support & Analysis On-site at your location April 6-10 35% off the base price ITIL Intermediate: Operational Support & Analysis Public Course: Chicago, IL April 13-17 Buy one get one free How To Create A Service Catalog According To ITIL Best Practices On-site at your location April 16-17 35% off the base price Developing A Vision & Strategy For IT Service Management Public Course: Toronto, ON April 20-21 Buy one get one free Check our website to learn about more ways to save on education – including Team Tickets and Early Bird Discounts – and get the most out of your training budget. Welcome To Another Issue Of PinkLINK This bi-monthly newsletter from Pink Elephant provides valuable information about current industry trends and updates about our products and services.
Transcript
When The Going Gets Tough...Now, more than ever, it’s critical for IT managers to understand how to cut costs and add business value. Recently there have been many articles in top industry publications and websites that specifically site ITIL a must-have in these challenging economic times.
Title Of Article Host Link
Six Sigma, ITIL, and Other Business Processes Cut IT Costs In Lean Times
Shifting Priorities Wall Street Journal http://online.wsj.com/article/SB123447763114179467.html
2009 Doers, Dreamers & Drivers Government Technology
http://www.govtech.com/624096
PinkLINKN EW S L E T T E R
Pink Elephant is
the world’s #1 ITIL®
consulting, education
and conference
service provider.
Spring 2009
For more
details about all
Pink Elephant
services, visit
www.pinkelephant.com
or call 1-888-273-PINK.
NEW! Introducing Pink Elephant’s Last Minute Club
SAVE Up To 50%!
Able to mobilize quickly? If yes, then you’ll be interested in taking advantage of some extra special ITIL education opportunities for public and in-house courses.
Watch for emails from us highlighting these offers. You can also visit our website – updated regularly Friday afternoons. Pink’s Last Minute Club can be accessed directly from our homepage.
Course Location Dates DiscountITIL V3 Foundations Public Course:
Boston, MA April 7-9 Buy one get one free
ITIL V3 Foundations On-site at your location April 14-16 April 20-22
35% off the base price
ITIL Intermediate: Operational Support & Analysis
On-site at your location April 6-10 35% off the base price
ITIL Intermediate: Operational Support & Analysis
Public Course: Chicago, IL
April 13-17 Buy one get one free
How To Create A Service Catalog According To ITIL Best Practices
On-site at your location April 16-17 35% off the base price
Developing A Vision & Strategy For IT Service Management
Public Course: Toronto, ON
April 20-21 Buy one get one free
Check our website to learn about more ways to save on education – including Team Tickets and Early Bird Discounts – and get the most out of your training budget.
COURSES APRIL MAY JUNE JULY AUGUSTFoundation Level Certification
ITIL Service Management Essentials (V2) This course is delivered in-house only. Contact 1-888-273-PINK for details.
ITIL V3 Foundations 7 – 9 Boston, MA
6 – 8Philadelphia, PA
1 – 3Washington, DC
8 – 10 Houston, TX
5 – 7 Chicago, IL
13 – 15 Chicago, IL
11 – 13San Francisco, CA
3 – 5Orlando, FL
15 – 17 San Francisco, CA
10 – 12 Philadelphia, PA
29 – 1 Raleigh, NC
18 – 20Dallas, TX
9 – 11Vancouver, BC
20 – 22 New York, NY
17 – 19 Atlanta, GA
19 – 21Denver, CO
17 – 19Portland, OR
27 – 29 Toronto, ON
25 – 27 Boston, MA
26 – 28Toronto, ON
22 – 24Chicago, IL
24 – 26Los Angeles, CA
COBIT® Fundamentals 16 – 17Chicago, IL
23 – 24 San Francisco, CA
Practitioner/ Intermediate Level Certification
ITIL Practitioner Level Courses (V2) These courses are delivered in-house only. Contact 1-888-273-PINK for details.
How To Conduct An IT Service Management Process Assessment 19 – 20Chicago, IL
13 – 14 Washington, DC
How To Create A CMDB According To ITIL Best Practices 21 – 22Washington, DC
23 – 24 Chicago, IL
UPDATED! How To Create A Service Catalog According To ITIL Best Practices 19 – 20Washington, DC
21 – 22 Chicago, IL
How To Define & Implement Processes According To ITIL Best Practices 8 – 10Toronto, ON
NEW! ITIL Intermediate: Operational Support & Analysis 13 – 17Chicago, IL
4 – 8Washington, DC
1 – 5San Francisco, CA
6 – 10 Philadelphia, PA
10 – 14 Toronto, ON
27 – 1Seattle, WA
NEW! ITIL Intermediate: Release, Control & Validation 13 – 17Toronto, ON
11 – 15San Francisco, CA
8 – 12Washington, DC
13 – 17 Chicago, IL
3 – 7 Dallas, TX
NEW! ITIL Intermediate: Service Offerings & Agreements 20 – 24San Francisco, CA
NEW! ITIL Intermediate: Continual Service Improvement 19 – 22Chicago, IL
22 – 25San Francisco, CA
18 – 21 Toronto, ON
NEW! ITIL Process Clinic: Change Management 4 Washington, DC
NEW! ITIL Process Clinic: Incident Management 14 San Francisco
NEW! ITIL Process Clinic: Problem Management 18 Denver, CO
23 Los Angeles, CA
Management/Advanced Certification
Developing A Vision & Strategy For IT Service Management 20 – 21Toronto, ON
22 – 23Washington, DC
24 – 25 San Francisco, CA
The Implementation Road Map For IT Service Management 24 – 26Washington, DC
26 – 28 San Francisco, CA
V2-V3 Service Manager Bridging Course 11 – 15San Francisco, CA
15 – 19 Washington, DC
13 –17 Toronto, ON
10 – 14 Chicago, IL
ITIL Service Manager Program Washington, DC Classroom: April 20 – 24
Classroom: May 4 – 8Exams: May 21 – 22
San Francisco, CA Classroom: June 1 – 5
Classroom: June 15 – 19Exams: July 9 – 10
Chicago, ILClassroom: July 13 – 17Classroom: July 27 – 31Exams: August 10 – 11
Toronto, ONClassroom: Aug 10 – 14Classroom: Aug 24 – 28
Exams: Sept 14 – 15
Conference & Special Events
14th Annual International IT Service Management Conference & Exhibition February 21 – 24, 2010
Visit our website for details on Faithful Plus & Early Bird Discounts
FREE EVENT – Pink Perspective June 8 – San Francisco; June 9 – Dallas; June 10 – Chicago; June 15 – Toronto; June 16 – Washington, DC; June 17 – Philadelphia
PinkLINKN E W S L E T T E R Spring 2009
Welcome To Another Issue Of PinkLINK This bi-monthly newsletter from Pink Elephant provides valuable information about current industry trends and updates about our products and services.
5575 North Service RoadBurlington, Ontario L7L 6M1
PinkLINKNEWSLETTERSpring 2009
PinkLINKNEWSLETTER
Spring 2009
SAVE 50% On ITIL EducationLook Inside For Details
Announcing The 2008 ITIL Award Winners!
Congratulations To OhioHealth – Access Management
2008 ITIL Project Of The Year
Check out all the other winners inside!
Bring Us In-House!Bring the industry’s #1 ITIL education and consulting service provider to your organization!
All of Pink’s courses can be presented in-house. There are many benefits to bringing Pink to your location, including:
Cost and time savings•
The highest exam pass rates in the industry•
Direct access to the industry’s best consultants•
An excellent team-building exercise•
A well-planned, company-specific approach • to consistent knowledge building
Call 1-888-273-PINK for more information.
NEW! PinkBOOKCASETo successfully implement ITIL best practices, IT managers at all levels need to understand more than just ITSM concepts. A wide range of business knowledge is also needed. PinkBOOKCASE is an online library that accelerates the acquisition of soft skills; increases business knowledge; sharpens management and leadership acumen; and inspires professional development to support ITSM project success.
The library includes 100 full-text business books and 100 “quick study” videos – all hand-picked by Pink Elephant’s own experts.
To buy a subscription to PinkBOOKCASE visit www.pinkelephant.com
FREE! Sample ITIL Document: Process Design, Procedures, Standards & Guidelines Visit our PinkATLAS Take-A-Peek site, and you’ll see why our PinkATLAS subscribers feel that this extraordinary online tool contains a lot of very valuable ITIL process implementation aids and information – such as documents, templates, checklists, videos, and even access to over 100 business books.
Visit https://www.pinkatlas.com/index1 to get the free sample 45-page ITIL document – Process Design, Procedures, Standards & Guidelines. This document, combined with the valuable ITIL process design templates from PinkATLAS, can help you jump-start your ITIL process implementation by fast-tracking the design phase.
FREE! Sample ITIL Document: How To Conduct An ITSM Process Assessment
One of the first steps needed to implement ITIL processes is to conduct a process maturity assessment to determine the maturity level of individual processes. Why is this important? Find out by downloading the white paper using the link below.
Pink Elephant can help you with process assessments in the following ways:
Bring us on-site to conduct a process maturity assessment 1. for you.
Learn to do it yourself by taking our industry exclusive 2. course, How To Conduct An ITSM Process Assessment, which is next presented in Chicago on May 19 – 20.
Subscribe to our online toolkit – PinkSCAN – and conduct 3. your own online, 900 question, assessment for 20 processes. PinkSCAN also allows you to benchmark process maturity data against numerous organizations, and produce reports and graphs that identify gaps, helping you chart your progress.
Download a FREE 58-page document at https://online.pinkelephant.com/PinkScan_Sample.htm that explains everything you need to know about how and why to conduct a process maturity assessment. And, the free download also includes results of a real process maturity assessment for Incident, Problem, and Change Management for an actual organization!
14th Annual International
IT Service Management Conference & ExhibitionLas Vegas • Bellagio Hotel • February 21-24, 2010 Good To Great: How To Use ITIL & ITSM To Make The Leap
Early Bird Special!Act Now & Save! Visit our website for details.
Attend the world’s #1 ITIL event.
Register now for the “best and most content rich conference” in the industry and take advantage of the best early bird discount anywhere, including FREE! hotel room nights.
Here are just a few of the many rave reviews from 2009 attendees:
“This is one event I try not to miss”
“As always, this is one of the best events that I attend on a yearly
basis. The staff and speakers are always amazing. Excellent job!”
“The presentations are always worth their weight in gold. I always
come home with nuggets of information that generates ideas to
implement back at the office. I always feel energized with new
ammunition on my return to work.”
“I found this to be the most valuable conference I’ve attended in
years…Well done!”
NEW! ITIL V3 Intermediate CoursesLooking For A “Deep-Dive” Into ITIL?
Attaining “Foundation Level” certification gives you only an overview of ITIL’s IT Service Management model, which consists of 24 processes and 4 functions. While very worthwhile, this overview is not enough for IT professionals who are seeking deeper knowledge of how to implement ITIL.
What’s the next step?
If you’re looking for a “deep-dive” cross-process view of ITIL, then attend one of our new ITIL Intermediate Level courses.
These 5 new courses replace ITIL V2 Practitioner courses. Each course contributes towards the credits needed to achieve “ITIL Expert” qualification.
ITIL Intermediate: Operational Support & Analysis:• The focus of this 5-day course is on Event, Incident, Request Fulfillment, Problem, and Access Management, and the functions of Service Desk, Technical, IT Operations, and Applications Management.
ITIL Intermediate: Release, Control & Validation:• The focus of this 5-day course is on Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Fulfillment, and Service Evaluation Management.
ITIL Intermediate: Service Offerings & Agreements: • The focus of this 5-day course is on Service Portfolio, Service Catalog, Service Level, Demand, Supplier, and Financial Management.
ITIL Intermediate: Planning, Protection & • Optimization: The focus of this 5-day course is on Capacity, Availability, IT Service Continuity, Information Security, Demand, and Risk Management.
ITIL Intermediate: Continual Service Improvement: • The focus of this 4-day course is on creating Return on Investment (ROI) using the CSI Model; Key activities of the Seven-Step Improvement Process; Importance of Knowledge Management in support of CSI activities; Key Measurement and Service Reporting; Keys to proper trending and analysis.
The ITIL V3 Foundation Certificate is a prerequisite for all above listed ITIL V3 Intermediate courses.
Check out the Schedule-At-A-Glance in this newsletter for course dates and locations, or bring us in-house to your location.
PinkLINKN E W S L E T T E R Spring 2009 PinkLINKN E W S L E T T E R Spring 2009 PinkLINKN E W S L E T T E R Spring 2009
Speaker Preview!Take a look at just a few of the many conference speakers that are already confirmed:
Troy DuMoulin – one of the industry’s leading luminaries whose conference presentations are always amongst the highest rated – is back to deliver many new sessions covering a wide array of subjects.
Rob England – aka the infamous IT Skeptic – is joining us all the way from his “hide-a-way” in New Zealand and he has a lot to say! Never shy to voice his own, often contrary, views including the need to really have
a CMDB (he calls it a dead elephant!), join him for some very spirited and thought-provoking debates.
Jack Probst delivers rich, insightful presentations filled with real-world implementation experience. Always highly rated, conference attendees value his extensive knowledge about practical examples about how to go
beyond just the ITIL books to achieve successful results.
Kirk Weisler – the one and only! Kirk is back with his high energy and big heart to deliver new sessions about team building, culture, and he’ll tell the story of The Servant – a fantastic tale about leadership.
Russell Barrett, IT Director, BNP Paribas, North America, presents another high-powered case study. BNP Paribas’ ITIL journey started in 2004 and in this presentation, he’ll describe why and how people are
the secret weapon for success at his IT organization.
Jim McKennan – “Dr. Jim” – always a highly engaging and passionate ITIL champion will tell you about the biggest mistakes IT organizations make implementing ITIL and how to avoid them.
Gary Case, always a conference favorite, will use his 12 years of ITIL experience to provide lots of practical guidance about how to start ITIL projects, lead people successfully through change, create important quick
wins, and keep the momentum going!
“The entire conference was simply fantastic: very impressive speakers, very
relevant and timely topics, very good material coverage.”
Visit www.pinkelephant.com for an up-to-date view of the program and all confirmed speakers.
And The Winner Is…Since the UK’s Office of Government Commerce (OGC) first introduced ITIL in the late 1980s, it has gained recognition as an international IT industry standard. Pink Elephant has worked diligently to increase awareness of the best practice framework on a global scale, and part of this effort has included introducing the ITIL certification program to North America.
To further increase ITIL’s recognition worldwide, Pink Elephant developed an awards program. Five awards are presented annually to individuals and organizations demonstrating a significant commitment and dedication to ITIL:
ITIL Project of the Year •
ITIL Practitioner of the Year •
ITIL Case Study of the Year •
Innovation of the Year•
Pink Elephant Student of the Year •
Each year, award winners are announced at our annual conference, which this year was held February 22-25 in Las Vegas.
And the winners are:
Project of the Year • OhioHealth – Access Management
(Mary Jo McElroy accepting the award on behalf of OhioHealth)
Practitioner of the Year • Henry White, Director, IT Global Operations &
Excellence In Operations, Cisco Systems, Inc.
Case Study of the Year • Pete Corrigan, VP, Infrastructure Services,
Allstate Insurance
Innovation of the Year • Digital Fuel – Service Flow v6
(Rachel Herz accepting the award on behalf of Digital Fuel)
Student of the Year (tie) • John Daly – Cisco Systems, Inc• Monica Dragan – CGI
Congratulations to all!
R e g i s t e r N o w !
Featured White Paper Written by one of the world’s leading ITIL authorities – Pink’s Troy DuMoulin – The Seven
Enablers & Constraints Of IT Service Management is a must-read for all IT managers engaged in ITIL implementation initiatives. The paper also includes results of research conducted of 300 IT professionals last summer.
To access the document, visit Troy’s blog at: http://blogs.pinkelephant.com/troy
Stay ConnectedIf you’re not on our e-broadcast list you’re missing out!
Receive immediate notifications about ITIL news and updates, special offers, Last Minute Club discounts, early bird specials and more!
Also, receive immediate access to white papers and articles. To sign up, visit our website or call 1-888-273-PINK.
Bring Us In-House!Bring the industry’s #1 ITIL education and consulting service provider to your organization!
All of Pink’s courses can be presented in-house. There are many benefits to bringing Pink to your location, including:
Cost and time savings•
The highest exam pass rates in the industry•
Direct access to the industry’s best consultants•
An excellent team-building exercise•
A well-planned, company-specific approach • to consistent knowledge building
Call 1-888-273-PINK for more information.
NEW! PinkBOOKCASETo successfully implement ITIL best practices, IT managers at all levels need to understand more than just ITSM concepts. A wide range of business knowledge is also needed. PinkBOOKCASE is an online library that accelerates the acquisition of soft skills; increases business knowledge; sharpens management and leadership acumen; and inspires professional development to support ITSM project success.
The library includes 100 full-text business books and 100 “quick study” videos – all hand-picked by Pink Elephant’s own experts.
To buy a subscription to PinkBOOKCASE visit www.pinkelephant.com
FREE! Sample ITIL Document: Process Design, Procedures, Standards & Guidelines Visit our PinkATLAS Take-A-Peek site, and you’ll see why our PinkATLAS subscribers feel that this extraordinary online tool contains a lot of very valuable ITIL process implementation aids and information – such as documents, templates, checklists, videos, and even access to over 100 business books.
Visit https://www.pinkatlas.com/index1 to get the free sample 45-page ITIL document – Process Design, Procedures, Standards & Guidelines. This document, combined with the valuable ITIL process design templates from PinkATLAS, can help you jump-start your ITIL process implementation by fast-tracking the design phase.
FREE! Sample ITIL Document: How To Conduct An ITSM Process Assessment
One of the first steps needed to implement ITIL processes is to conduct a process maturity assessment to determine the maturity level of individual processes. Why is this important? Find out by downloading the white paper using the link below.
Pink Elephant can help you with process assessments in the following ways:
Bring us on-site to conduct a process maturity assessment 1. for you.
Learn to do it yourself by taking our industry exclusive 2. course, How To Conduct An ITSM Process Assessment, which is next presented in Chicago on May 19 – 20.
Subscribe to our online toolkit – PinkSCAN – and conduct 3. your own online, 900 question, assessment for 20 processes. PinkSCAN also allows you to benchmark process maturity data against numerous organizations, and produce reports and graphs that identify gaps, helping you chart your progress.
Download a FREE 58-page document at https://online.pinkelephant.com/PinkScan_Sample.htm that explains everything you need to know about how and why to conduct a process maturity assessment. And, the free download also includes results of a real process maturity assessment for Incident, Problem, and Change Management for an actual organization!
14th Annual International
IT Service Management Conference & ExhibitionLas Vegas • Bellagio Hotel • February 21-24, 2010 Good To Great: How To Use ITIL & ITSM To Make The Leap
Early Bird Special!Act Now & Save! Visit our website for details.
Attend the world’s #1 ITIL event.
Register now for the “best and most content rich conference” in the industry and take advantage of the best early bird discount anywhere, including FREE! hotel room nights.
Here are just a few of the many rave reviews from 2009 attendees:
“This is one event I try not to miss”
“As always, this is one of the best events that I attend on a yearly
basis. The staff and speakers are always amazing. Excellent job!”
“The presentations are always worth their weight in gold. I always
come home with nuggets of information that generates ideas to
implement back at the office. I always feel energized with new
ammunition on my return to work.”
“I found this to be the most valuable conference I’ve attended in
years…Well done!”
NEW! ITIL V3 Intermediate CoursesLooking For A “Deep-Dive” Into ITIL?
Attaining “Foundation Level” certification gives you only an overview of ITIL’s IT Service Management model, which consists of 24 processes and 4 functions. While very worthwhile, this overview is not enough for IT professionals who are seeking deeper knowledge of how to implement ITIL.
What’s the next step?
If you’re looking for a “deep-dive” cross-process view of ITIL, then attend one of our new ITIL Intermediate Level courses.
These 5 new courses replace ITIL V2 Practitioner courses. Each course contributes towards the credits needed to achieve “ITIL Expert” qualification.
ITIL Intermediate: Operational Support & Analysis:• The focus of this 5-day course is on Event, Incident, Request Fulfillment, Problem, and Access Management, and the functions of Service Desk, Technical, IT Operations, and Applications Management.
ITIL Intermediate: Release, Control & Validation:• The focus of this 5-day course is on Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Fulfillment, and Service Evaluation Management.
ITIL Intermediate: Service Offerings & Agreements: • The focus of this 5-day course is on Service Portfolio, Service Catalog, Service Level, Demand, Supplier, and Financial Management.
ITIL Intermediate: Planning, Protection & • Optimization: The focus of this 5-day course is on Capacity, Availability, IT Service Continuity, Information Security, Demand, and Risk Management.
ITIL Intermediate: Continual Service Improvement: • The focus of this 4-day course is on creating Return on Investment (ROI) using the CSI Model; Key activities of the Seven-Step Improvement Process; Importance of Knowledge Management in support of CSI activities; Key Measurement and Service Reporting; Keys to proper trending and analysis.
The ITIL V3 Foundation Certificate is a prerequisite for all above listed ITIL V3 Intermediate courses.
Check out the Schedule-At-A-Glance in this newsletter for course dates and locations, or bring us in-house to your location.
PinkLINKN E W S L E T T E R Spring 2009 PinkLINKN E W S L E T T E R Spring 2009 PinkLINKN E W S L E T T E R Spring 2009
Speaker Preview!Take a look at just a few of the many conference speakers that are already confirmed:
Troy DuMoulin – one of the industry’s leading luminaries whose conference presentations are always amongst the highest rated – is back to deliver many new sessions covering a wide array of subjects.
Rob England – aka the infamous IT Skeptic – is joining us all the way from his “hide-a-way” in New Zealand and he has a lot to say! Never shy to voice his own, often contrary, views including the need to really have
a CMDB (he calls it a dead elephant!), join him for some very spirited and thought-provoking debates.
Jack Probst delivers rich, insightful presentations filled with real-world implementation experience. Always highly rated, conference attendees value his extensive knowledge about practical examples about how to go
beyond just the ITIL books to achieve successful results.
Kirk Weisler – the one and only! Kirk is back with his high energy and big heart to deliver new sessions about team building, culture, and he’ll tell the story of The Servant – a fantastic tale about leadership.
Russell Barrett, IT Director, BNP Paribas, North America, presents another high-powered case study. BNP Paribas’ ITIL journey started in 2004 and in this presentation, he’ll describe why and how people are
the secret weapon for success at his IT organization.
Jim McKennan – “Dr. Jim” – always a highly engaging and passionate ITIL champion will tell you about the biggest mistakes IT organizations make implementing ITIL and how to avoid them.
Gary Case, always a conference favorite, will use his 12 years of ITIL experience to provide lots of practical guidance about how to start ITIL projects, lead people successfully through change, create important quick
wins, and keep the momentum going!
“The entire conference was simply fantastic: very impressive speakers, very
relevant and timely topics, very good material coverage.”
Visit www.pinkelephant.com for an up-to-date view of the program and all confirmed speakers.
And The Winner Is…Since the UK’s Office of Government Commerce (OGC) first introduced ITIL in the late 1980s, it has gained recognition as an international IT industry standard. Pink Elephant has worked diligently to increase awareness of the best practice framework on a global scale, and part of this effort has included introducing the ITIL certification program to North America.
To further increase ITIL’s recognition worldwide, Pink Elephant developed an awards program. Five awards are presented annually to individuals and organizations demonstrating a significant commitment and dedication to ITIL:
ITIL Project of the Year •
ITIL Practitioner of the Year •
ITIL Case Study of the Year •
Innovation of the Year•
Pink Elephant Student of the Year •
Each year, award winners are announced at our annual conference, which this year was held February 22-25 in Las Vegas.
And the winners are:
Project of the Year • OhioHealth – Access Management
(Mary Jo McElroy accepting the award on behalf of OhioHealth)
Practitioner of the Year • Henry White, Director, IT Global Operations &
Excellence In Operations, Cisco Systems, Inc.
Case Study of the Year • Pete Corrigan, VP, Infrastructure Services,
Allstate Insurance
Innovation of the Year • Digital Fuel – Service Flow v6
(Rachel Herz accepting the award on behalf of Digital Fuel)
Student of the Year (tie) • John Daly – Cisco Systems, Inc• Monica Dragan – CGI
Congratulations to all!
R e g i s t e r N o w !
Featured White Paper Written by one of the world’s leading ITIL authorities – Pink’s Troy DuMoulin – The Seven
Enablers & Constraints Of IT Service Management is a must-read for all IT managers engaged in ITIL implementation initiatives. The paper also includes results of research conducted of 300 IT professionals last summer.
To access the document, visit Troy’s blog at: http://blogs.pinkelephant.com/troy
Stay ConnectedIf you’re not on our e-broadcast list you’re missing out!
Receive immediate notifications about ITIL news and updates, special offers, Last Minute Club discounts, early bird specials and more!
Also, receive immediate access to white papers and articles. To sign up, visit our website or call 1-888-273-PINK.
Bring Us In-House!Bring the industry’s #1 ITIL education and consulting service provider to your organization!
All of Pink’s courses can be presented in-house. There are many benefits to bringing Pink to your location, including:
Cost and time savings•
The highest exam pass rates in the industry•
Direct access to the industry’s best consultants•
An excellent team-building exercise•
A well-planned, company-specific approach • to consistent knowledge building
Call 1-888-273-PINK for more information.
NEW! PinkBOOKCASETo successfully implement ITIL best practices, IT managers at all levels need to understand more than just ITSM concepts. A wide range of business knowledge is also needed. PinkBOOKCASE is an online library that accelerates the acquisition of soft skills; increases business knowledge; sharpens management and leadership acumen; and inspires professional development to support ITSM project success.
The library includes 100 full-text business books and 100 “quick study” videos – all hand-picked by Pink Elephant’s own experts.
To buy a subscription to PinkBOOKCASE visit www.pinkelephant.com
FREE! Sample ITIL Document: Process Design, Procedures, Standards & Guidelines Visit our PinkATLAS Take-A-Peek site, and you’ll see why our PinkATLAS subscribers feel that this extraordinary online tool contains a lot of very valuable ITIL process implementation aids and information – such as documents, templates, checklists, videos, and even access to over 100 business books.
Visit https://www.pinkatlas.com/index1 to get the free sample 45-page ITIL document – Process Design, Procedures, Standards & Guidelines. This document, combined with the valuable ITIL process design templates from PinkATLAS, can help you jump-start your ITIL process implementation by fast-tracking the design phase.
FREE! Sample ITIL Document: How To Conduct An ITSM Process Assessment
One of the first steps needed to implement ITIL processes is to conduct a process maturity assessment to determine the maturity level of individual processes. Why is this important? Find out by downloading the white paper using the link below.
Pink Elephant can help you with process assessments in the following ways:
Bring us on-site to conduct a process maturity assessment 1. for you.
Learn to do it yourself by taking our industry exclusive 2. course, How To Conduct An ITSM Process Assessment, which is next presented in Chicago on May 19 – 20.
Subscribe to our online toolkit – PinkSCAN – and conduct 3. your own online, 900 question, assessment for 20 processes. PinkSCAN also allows you to benchmark process maturity data against numerous organizations, and produce reports and graphs that identify gaps, helping you chart your progress.
Download a FREE 58-page document at https://online.pinkelephant.com/PinkScan_Sample.htm that explains everything you need to know about how and why to conduct a process maturity assessment. And, the free download also includes results of a real process maturity assessment for Incident, Problem, and Change Management for an actual organization!
14th Annual International
IT Service Management Conference & ExhibitionLas Vegas • Bellagio Hotel • February 21-24, 2010 Good To Great: How To Use ITIL & ITSM To Make The Leap
Early Bird Special!Act Now & Save! Visit our website for details.
Attend the world’s #1 ITIL event.
Register now for the “best and most content rich conference” in the industry and take advantage of the best early bird discount anywhere, including FREE! hotel room nights.
Here are just a few of the many rave reviews from 2009 attendees:
“This is one event I try not to miss”
“As always, this is one of the best events that I attend on a yearly
basis. The staff and speakers are always amazing. Excellent job!”
“The presentations are always worth their weight in gold. I always
come home with nuggets of information that generates ideas to
implement back at the office. I always feel energized with new
ammunition on my return to work.”
“I found this to be the most valuable conference I’ve attended in
years…Well done!”
NEW! ITIL V3 Intermediate CoursesLooking For A “Deep-Dive” Into ITIL?
Attaining “Foundation Level” certification gives you only an overview of ITIL’s IT Service Management model, which consists of 24 processes and 4 functions. While very worthwhile, this overview is not enough for IT professionals who are seeking deeper knowledge of how to implement ITIL.
What’s the next step?
If you’re looking for a “deep-dive” cross-process view of ITIL, then attend one of our new ITIL Intermediate Level courses.
These 5 new courses replace ITIL V2 Practitioner courses. Each course contributes towards the credits needed to achieve “ITIL Expert” qualification.
ITIL Intermediate: Operational Support & Analysis:• The focus of this 5-day course is on Event, Incident, Request Fulfillment, Problem, and Access Management, and the functions of Service Desk, Technical, IT Operations, and Applications Management.
ITIL Intermediate: Release, Control & Validation:• The focus of this 5-day course is on Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Fulfillment, and Service Evaluation Management.
ITIL Intermediate: Service Offerings & Agreements: • The focus of this 5-day course is on Service Portfolio, Service Catalog, Service Level, Demand, Supplier, and Financial Management.
ITIL Intermediate: Planning, Protection & • Optimization: The focus of this 5-day course is on Capacity, Availability, IT Service Continuity, Information Security, Demand, and Risk Management.
ITIL Intermediate: Continual Service Improvement: • The focus of this 4-day course is on creating Return on Investment (ROI) using the CSI Model; Key activities of the Seven-Step Improvement Process; Importance of Knowledge Management in support of CSI activities; Key Measurement and Service Reporting; Keys to proper trending and analysis.
The ITIL V3 Foundation Certificate is a prerequisite for all above listed ITIL V3 Intermediate courses.
Check out the Schedule-At-A-Glance in this newsletter for course dates and locations, or bring us in-house to your location.
PinkLINKN E W S L E T T E R Spring 2009 PinkLINKN E W S L E T T E R Spring 2009 PinkLINKN E W S L E T T E R Spring 2009
Speaker Preview!Take a look at just a few of the many conference speakers that are already confirmed:
Troy DuMoulin – one of the industry’s leading luminaries whose conference presentations are always amongst the highest rated – is back to deliver many new sessions covering a wide array of subjects.
Rob England – aka the infamous IT Skeptic – is joining us all the way from his “hide-a-way” in New Zealand and he has a lot to say! Never shy to voice his own, often contrary, views including the need to really have
a CMDB (he calls it a dead elephant!), join him for some very spirited and thought-provoking debates.
Jack Probst delivers rich, insightful presentations filled with real-world implementation experience. Always highly rated, conference attendees value his extensive knowledge about practical examples about how to go
beyond just the ITIL books to achieve successful results.
Kirk Weisler – the one and only! Kirk is back with his high energy and big heart to deliver new sessions about team building, culture, and he’ll tell the story of The Servant – a fantastic tale about leadership.
Russell Barrett, IT Director, BNP Paribas, North America, presents another high-powered case study. BNP Paribas’ ITIL journey started in 2004 and in this presentation, he’ll describe why and how people are
the secret weapon for success at his IT organization.
Jim McKennan – “Dr. Jim” – always a highly engaging and passionate ITIL champion will tell you about the biggest mistakes IT organizations make implementing ITIL and how to avoid them.
Gary Case, always a conference favorite, will use his 12 years of ITIL experience to provide lots of practical guidance about how to start ITIL projects, lead people successfully through change, create important quick
wins, and keep the momentum going!
“The entire conference was simply fantastic: very impressive speakers, very
relevant and timely topics, very good material coverage.”
Visit www.pinkelephant.com for an up-to-date view of the program and all confirmed speakers.
And The Winner Is…Since the UK’s Office of Government Commerce (OGC) first introduced ITIL in the late 1980s, it has gained recognition as an international IT industry standard. Pink Elephant has worked diligently to increase awareness of the best practice framework on a global scale, and part of this effort has included introducing the ITIL certification program to North America.
To further increase ITIL’s recognition worldwide, Pink Elephant developed an awards program. Five awards are presented annually to individuals and organizations demonstrating a significant commitment and dedication to ITIL:
ITIL Project of the Year •
ITIL Practitioner of the Year •
ITIL Case Study of the Year •
Innovation of the Year•
Pink Elephant Student of the Year •
Each year, award winners are announced at our annual conference, which this year was held February 22-25 in Las Vegas.
And the winners are:
Project of the Year • OhioHealth – Access Management
(Mary Jo McElroy accepting the award on behalf of OhioHealth)
Practitioner of the Year • Henry White, Director, IT Global Operations &
Excellence In Operations, Cisco Systems, Inc.
Case Study of the Year • Pete Corrigan, VP, Infrastructure Services,
Allstate Insurance
Innovation of the Year • Digital Fuel – Service Flow v6
(Rachel Herz accepting the award on behalf of Digital Fuel)
Student of the Year (tie) • John Daly – Cisco Systems, Inc• Monica Dragan – CGI
Congratulations to all!
R e g i s t e r N o w !
Featured White Paper Written by one of the world’s leading ITIL authorities – Pink’s Troy DuMoulin – The Seven
Enablers & Constraints Of IT Service Management is a must-read for all IT managers engaged in ITIL implementation initiatives. The paper also includes results of research conducted of 300 IT professionals last summer.
To access the document, visit Troy’s blog at: http://blogs.pinkelephant.com/troy
Stay ConnectedIf you’re not on our e-broadcast list you’re missing out!
Receive immediate notifications about ITIL news and updates, special offers, Last Minute Club discounts, early bird specials and more!
Also, receive immediate access to white papers and articles. To sign up, visit our website or call 1-888-273-PINK.
When The Going Gets Tough...Now, more than ever, it’s critical for IT managers to understand how to cut costs and add business value. Recently there have been many articles in top industry publications and websites that specifically site ITIL a must-have in these challenging economic times.
Title Of Article Host Link
Six Sigma, ITIL, and Other Business Processes Cut IT Costs In Lean Times
Shifting Priorities Wall Street Journal http://online.wsj.com/article/SB123447763114179467.html
2009 Doers, Dreamers & Drivers Government Technology
http://www.govtech.com/624096
PinkLINKN EW S L E T T E R
Pink Elephant is
the world’s #1 ITIL®
consulting, education
and conference
service provider.
Spring 2009
For more
details about all
Pink Elephant
services, visit
www.pinkelephant.com
or call 1-888-273-PINK.
NEW! Introducing Pink Elephant’s Last Minute Club
SAVE Up To 50%!
Able to mobilize quickly? If yes, then you’ll be interested in taking advantage of some extra special ITIL education opportunities for public and in-house courses.
Watch for emails from us highlighting these offers. You can also visit our website – updated regularly Friday afternoons. Pink’s Last Minute Club can be accessed directly from our homepage.
Course Location Dates DiscountITIL V3 Foundations Public Course:
Boston, MA April 7-9 Buy one get one free
ITIL V3 Foundations On-site at your location April 14-16 April 20-22
35% off the base price
ITIL Intermediate: Operational Support & Analysis
On-site at your location April 6-10 35% off the base price
ITIL Intermediate: Operational Support & Analysis
Public Course: Chicago, IL
April 13-17 Buy one get one free
How To Create A Service Catalog According To ITIL Best Practices
On-site at your location April 16-17 35% off the base price
Developing A Vision & Strategy For IT Service Management
Public Course: Toronto, ON
April 20-21 Buy one get one free
Check our website to learn about more ways to save on education – including Team Tickets and Early Bird Discounts – and get the most out of your training budget.
COURSES APRIL MAY JUNE JULY AUGUSTFoundation Level Certification
ITIL Service Management Essentials (V2) This course is delivered in-house only. Contact 1-888-273-PINK for details.
ITIL V3 Foundations 7 – 9 Boston, MA
6 – 8Philadelphia, PA
1 – 3Washington, DC
8 – 10 Houston, TX
5 – 7 Chicago, IL
13 – 15 Chicago, IL
11 – 13San Francisco, CA
3 – 5Orlando, FL
15 – 17 San Francisco, CA
10 – 12 Philadelphia, PA
29 – 1 Raleigh, NC
18 – 20Dallas, TX
9 – 11Vancouver, BC
20 – 22 New York, NY
17 – 19 Atlanta, GA
19 – 21Denver, CO
17 – 19Portland, OR
27 – 29 Toronto, ON
25 – 27 Boston, MA
26 – 28Toronto, ON
22 – 24Chicago, IL
24 – 26Los Angeles, CA
COBIT® Fundamentals 16 – 17Chicago, IL
23 – 24 San Francisco, CA
Practitioner/ Intermediate Level Certification
ITIL Practitioner Level Courses (V2) These courses are delivered in-house only. Contact 1-888-273-PINK for details.
How To Conduct An IT Service Management Process Assessment 19 – 20Chicago, IL
13 – 14 Washington, DC
How To Create A CMDB According To ITIL Best Practices 21 – 22Washington, DC
23 – 24 Chicago, IL
UPDATED! How To Create A Service Catalog According To ITIL Best Practices 19 – 20Washington, DC
21 – 22 Chicago, IL
How To Define & Implement Processes According To ITIL Best Practices 8 – 10Toronto, ON
NEW! ITIL Intermediate: Operational Support & Analysis 13 – 17Chicago, IL
4 – 8Washington, DC
1 – 5San Francisco, CA
6 – 10 Philadelphia, PA
10 – 14 Toronto, ON
27 – 1Seattle, WA
NEW! ITIL Intermediate: Release, Control & Validation 13 – 17Toronto, ON
11 – 15San Francisco, CA
8 – 12Washington, DC
13 – 17 Chicago, IL
3 – 7 Dallas, TX
NEW! ITIL Intermediate: Service Offerings & Agreements 20 – 24San Francisco, CA
NEW! ITIL Intermediate: Continual Service Improvement 19 – 22Chicago, IL
22 – 25San Francisco, CA
18 – 21 Toronto, ON
NEW! ITIL Process Clinic: Change Management 4 Washington, DC
NEW! ITIL Process Clinic: Incident Management 14 San Francisco
NEW! ITIL Process Clinic: Problem Management 18 Denver, CO
23 Los Angeles, CA
Management/Advanced Certification
Developing A Vision & Strategy For IT Service Management 20 – 21Toronto, ON
22 – 23Washington, DC
24 – 25 San Francisco, CA
The Implementation Road Map For IT Service Management 24 – 26Washington, DC
26 – 28 San Francisco, CA
V2-V3 Service Manager Bridging Course 11 – 15San Francisco, CA
15 – 19 Washington, DC
13 –17 Toronto, ON
10 – 14 Chicago, IL
ITIL Service Manager Program Washington, DC Classroom: April 20 – 24
Classroom: May 4 – 8Exams: May 21 – 22
San Francisco, CA Classroom: June 1 – 5
Classroom: June 15 – 19Exams: July 9 – 10
Chicago, ILClassroom: July 13 – 17Classroom: July 27 – 31Exams: August 10 – 11
Toronto, ONClassroom: Aug 10 – 14Classroom: Aug 24 – 28
Exams: Sept 14 – 15
Conference & Special Events
14th Annual International IT Service Management Conference & Exhibition February 21 – 24, 2010
Visit our website for details on Faithful Plus & Early Bird Discounts
FREE EVENT – Pink Perspective June 8 – San Francisco; June 9 – Dallas; June 10 – Chicago; June 15 – Toronto; June 16 – Washington, DC; June 17 – Philadelphia
PinkLINKN E W S L E T T E R Spring 2009
Welcome To Another Issue Of PinkLINK This bi-monthly newsletter from Pink Elephant provides valuable information about current industry trends and updates about our products and services.
5575 North Service RoadBurlington, Ontario L7L 6M1
PinkLINKNEWSLETTERSpring 2009
PinkLINKNEWSLETTER
Spring 2009
SAVE 50% On ITIL EducationLook Inside For Details
Announcing The 2008 ITIL Award Winners!
Congratulations To OhioHealth – Access Management
2008 ITIL Project Of The Year
Check out all the other winners inside!
When The Going Gets Tough...Now, more than ever, it’s critical for IT managers to understand how to cut costs and add business value. Recently there have been many articles in top industry publications and websites that specifically site ITIL a must-have in these challenging economic times.
Title Of Article Host Link
Six Sigma, ITIL, and Other Business Processes Cut IT Costs In Lean Times
Shifting Priorities Wall Street Journal http://online.wsj.com/article/SB123447763114179467.html
2009 Doers, Dreamers & Drivers Government Technology
http://www.govtech.com/624096
PinkLINKN EW S L E T T E R
Pink Elephant is
the world’s #1 ITIL®
consulting, education
and conference
service provider.
Spring 2009
For more
details about all
Pink Elephant
services, visit
www.pinkelephant.com
or call 1-888-273-PINK.
NEW! Introducing Pink Elephant’s Last Minute Club
SAVE Up To 50%!
Able to mobilize quickly? If yes, then you’ll be interested in taking advantage of some extra special ITIL education opportunities for public and in-house courses.
Watch for emails from us highlighting these offers. You can also visit our website – updated regularly Friday afternoons. Pink’s Last Minute Club can be accessed directly from our homepage.
Course Location Dates DiscountITIL V3 Foundations Public Course:
Boston, MA April 7-9 Buy one get one free
ITIL V3 Foundations On-site at your location April 14-16 April 20-22
35% off the base price
ITIL Intermediate: Operational Support & Analysis
On-site at your location April 6-10 35% off the base price
ITIL Intermediate: Operational Support & Analysis
Public Course: Chicago, IL
April 13-17 Buy one get one free
How To Create A Service Catalog According To ITIL Best Practices
On-site at your location April 16-17 35% off the base price
Developing A Vision & Strategy For IT Service Management
Public Course: Toronto, ON
April 20-21 Buy one get one free
Check our website to learn about more ways to save on education – including Team Tickets and Early Bird Discounts – and get the most out of your training budget.
COURSES APRIL MAY JUNE JULY AUGUSTFoundation Level Certification
ITIL Service Management Essentials (V2) This course is delivered in-house only. Contact 1-888-273-PINK for details.
ITIL V3 Foundations 7 – 9 Boston, MA
6 – 8Philadelphia, PA
1 – 3Washington, DC
8 – 10 Houston, TX
5 – 7 Chicago, IL
13 – 15 Chicago, IL
11 – 13San Francisco, CA
3 – 5Orlando, FL
15 – 17 San Francisco, CA
10 – 12 Philadelphia, PA
29 – 1 Raleigh, NC
18 – 20Dallas, TX
9 – 11Vancouver, BC
20 – 22 New York, NY
17 – 19 Atlanta, GA
19 – 21Denver, CO
17 – 19Portland, OR
27 – 29 Toronto, ON
25 – 27 Boston, MA
26 – 28Toronto, ON
22 – 24Chicago, IL
24 – 26Los Angeles, CA
COBIT® Fundamentals 16 – 17Chicago, IL
23 – 24 San Francisco, CA
Practitioner/ Intermediate Level Certification
ITIL Practitioner Level Courses (V2) These courses are delivered in-house only. Contact 1-888-273-PINK for details.
How To Conduct An IT Service Management Process Assessment 19 – 20Chicago, IL
13 – 14 Washington, DC
How To Create A CMDB According To ITIL Best Practices 21 – 22Washington, DC
23 – 24 Chicago, IL
UPDATED! How To Create A Service Catalog According To ITIL Best Practices 19 – 20Washington, DC
21 – 22 Chicago, IL
How To Define & Implement Processes According To ITIL Best Practices 8 – 10Toronto, ON
NEW! ITIL Intermediate: Operational Support & Analysis 13 – 17Chicago, IL
4 – 8Washington, DC
1 – 5San Francisco, CA
6 – 10 Philadelphia, PA
10 – 14 Toronto, ON
27 – 1Seattle, WA
NEW! ITIL Intermediate: Release, Control & Validation 13 – 17Toronto, ON
11 – 15San Francisco, CA
8 – 12Washington, DC
13 – 17 Chicago, IL
3 – 7 Dallas, TX
NEW! ITIL Intermediate: Service Offerings & Agreements 20 – 24San Francisco, CA
NEW! ITIL Intermediate: Continual Service Improvement 19 – 22Chicago, IL
22 – 25San Francisco, CA
18 – 21 Toronto, ON
NEW! ITIL Process Clinic: Change Management 4 Washington, DC
NEW! ITIL Process Clinic: Incident Management 14 San Francisco
NEW! ITIL Process Clinic: Problem Management 18 Denver, CO
23 Los Angeles, CA
Management/Advanced Certification
Developing A Vision & Strategy For IT Service Management 20 – 21Toronto, ON
22 – 23Washington, DC
24 – 25 San Francisco, CA
The Implementation Road Map For IT Service Management 24 – 26Washington, DC
26 – 28 San Francisco, CA
V2-V3 Service Manager Bridging Course 11 – 15San Francisco, CA
15 – 19 Washington, DC
13 –17 Toronto, ON
10 – 14 Chicago, IL
ITIL Service Manager Program Washington, DC Classroom: April 20 – 24
Classroom: May 4 – 8Exams: May 21 – 22
San Francisco, CA Classroom: June 1 – 5
Classroom: June 15 – 19Exams: July 9 – 10
Chicago, ILClassroom: July 13 – 17Classroom: July 27 – 31Exams: August 10 – 11
Toronto, ONClassroom: Aug 10 – 14Classroom: Aug 24 – 28
Exams: Sept 14 – 15
Conference & Special Events
14th Annual International IT Service Management Conference & Exhibition February 21 – 24, 2010
Visit our website for details on Faithful Plus & Early Bird Discounts
FREE EVENT – Pink Perspective June 8 – San Francisco; June 9 – Dallas; June 10 – Chicago; June 15 – Toronto; June 16 – Washington, DC; June 17 – Philadelphia
PinkLINKN E W S L E T T E R Spring 2009
Welcome To Another Issue Of PinkLINK This bi-monthly newsletter from Pink Elephant provides valuable information about current industry trends and updates about our products and services.
5575 North Service RoadBurlington, Ontario L7L 6M1
