“Foundation Level ITIL knowledge is not enough!”

Gary Case, one of Pink's most senior consultants and a 12-year ITIL veteran, has worked with many senior managers to guide them through the development and deployment of education and awareness plans. According to Gary, one mistake many organizations make is thinking that the “foundation” level knowledge acquired through the introductory course is enough for everyone involved. This is not the case! There are key people in all IT organizations who need to take a “deep-dive” into ITIL in very specific ways. The challenge is knowing which management or practitioner course is the right one. How do you choose the right course? Pink can help.

Read more about how to choose the right “intermediate” level ITIL certification course for key members of your team.

Read Gary’s white paper about how to develop and execute effective education and awareness plans.

“If you’re looking for your ITIL project to succeed, TEAM WORK is a critical success factor.” 

Troy DuMoulin, one of Pink Elephant's most experienced ITIL experts, is also a 12-year ITIL veteran who has helped numerous organizations through their ITIL journeys. According to Troy, those organizations that succeed are able to create synergy through team work because roles have been properly defined, key people have acquired the right ITIL knowledge related to their areas of responsibilities, and management has made a visible investment in the “people” side of change.

Read Troy’s white paper about other ITIL project enablers and constraints.

• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management

The functions of:

• Service Desk
• Technical Management
• IT Operations Management
• Applications Management

• Create an enterprise IT priority model covering Incidents, Problems and Changes in support of customer Service Level Agreements
• Effectively identify and eliminate Incidents from your production environment
• Increase availability and improve operational stability by reducing mean time to restore up to 80% for Major Incidents
• Reduce the cost of handling Incidents through streamlined escalation policies and procedures
• Improve the effectiveness of the Service Desk by clearly defining roles and responsibilities for the Service Desk personnel and other support roles
• Improve user satisfaction and reduce costs by streamlining the provisioning processes of Request Fulfillment

• Change Management
• Release & Deployment Management
• Validation & Testing Management
• Service Asset & Configuration Management
• Knowledge Management
• Request Fulfillment Management
• Service Evaluation Management

• Improve the success rate and throughput of changes by mandating fit for purpose review and approvals
• Ensure Change Management is responsive to business requirements without being bureaucratic
• Increase the volume of changes without increasing business risk using an improved Change and Release model
• Manage risks effectively through the use of an effective change model and a functioning CMDB
• Reduce the risk of service changes by establishing detailed production assurance requirements
• Integrate IT project management and Application Development with Release and Change Management

• Service Portfolio Management
• Service Catalog Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management

• Learn to manage IT service offerings with certainty by focusing on the key ITIL processes needed to identify, define, cost, and manage services
• Manage customer expectations with realistic Service Level Agreements
• Ensure return on investment and service value through effective management of the service portfolio
• Define a service-based costing framework to support accurate pricing and cost recovery
• Define and manage an actionable service catalog
• Integrate external providers as true partners into your service value network
• Established forecasted use of IT services in support of demand management and resource balancing

• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Demand Management
• Risk Management

• Learn to effectively design and plan for IT availability, capacity, continuity and security management to meet demanding business requirements
• Build a tactical availability and capacity plan to support IT Strategy and Service Portfolio investment and implementation decisions
• Move IT Service Continuity from a sporadic project to an embedded process approach
• Integrate Information Security Management into the full Service Lifecycle
• Move Risk Management from a reactive audit perspective to a proactive strategic planning process
• Use technical capacity and availability data for Service and System planning and reporting

• Develop an IT service strategy aligned with the business strategies and goals
• Define enterprise IT policies around standards and architectures
• Improve the financial transparency of IT service costs and usage
• Tie IT strategy decisions to service and process investment priorities
• Plan the IT Service Lifecycle from concept to retirement
• Integrate Service and Project Portfolio Management practices
• Improve utilization of internal and external service providers
• Define and manage Strategic Risk by using Business Impact Analysis across the Service Lifecycle

• Identify and agree on the business requirements for input into your service design
• Integrate Enterprise Architecture practices with service blueprinting
• Apply IT standards and policies to decision-making for service design and improvement
• Establish an account management and business engagement based on successful Service Level Management principles
• Manage the risk of the organization by reducing the exposure to availability and capacity Incidents
• Integrate the Information Security Management System into the risk management practices of the organization
• Define and categorize IT services and offer them to the business in a coherent way
• Improve service provisioning from an accurate and complete service catalog

• Gain the knowledge required to ensure that the introduction, deployment, and decommissioning of new or changed services is consistently well managed
• Integrate your Software Development Methodology with effective Release and Change Management practices
• Reduce the risk of service outages through management assessments and increased accountability
• Establish a holistic and responsive testing and validation practice and function in support of quality assurance
• Formalize a business focused evaluation process to ensure that both functional and non-functional requirements are met
• Identify and implement appropriate levels of control and separation of duties for the service transition to production

• Learn to establish the processes required to run a stable day-to-day IT operations environment
• Establish enterprise IT operations and monitoring practices to assure successful IT service delivery
• Stabilize steady state and lights on practices by integrating events to Incident and Problem Management
• Stop Service Desk horror stories by implementing end to end ownership of Incidents
• Assure that the promise of the implemented services are meeting the needs and expectations of the customers
• Move from reactive operations to proactive management by assuring support processes adhere to defined policies
• Understand how the traditional functions of IT Management play multiple critical roles across various IT processes
• Assure the type and amount of application and technical resources are available when needed

• Effectively use management information to support proactive decision-making
• Utilize analysis to identify improvement opportunities without implementing a full CSI practice
• Map key component measures and process activities to Key Performance Indicators to High Level Goals to determine how value is delivered as part of a Balanced Scorecard
• Utilize Service Reporting to support strategic, tactical and operational decision-making
• Utilize key CSI principles to develop an economical improvement program
• Understand the key role of technology in any improvement program
• Master the key CSI Methods and Techniques to improve any IT operation
• Balance the Critical Success Factors with known risks for improvement