What We Do

Pink Elephant offers you the most extensive IT Service Management (ITSM) solutions you’ll find from any single professional services vendor:

• Consulting – Our Pink EXPERTS are the most experienced and capable ITSM professionals in the business
• PinkBASELINE – A focused capability assessment and recommendations to rapidly identify a series of tangible improvement actions
• Education – The industry’s most comprehensive and widely utilized portfolio of courses; more people get their ITIL® certification from Pink Elephant than with any other education organization
• PinkATLAS – Our online ITSM resource centre containing hundreds of example policies, procedures, plans, templates, documents and books; accessible 24 hours a day, 365 days a year.  Take a peek at PinkATLAS now! 
• PinkSCAN – The most detailed and effective ITSM process assessment tool available anywhere. Accessible online 24 hours a day, 365 days a year
• PinkREADY – Pink’s unique cultural assessment tool, providing an essential snapshot of your staff’s readiness for change and project risk management. Coming soon in online format.
• Conferences – Perhaps what we’re most famous for – the world’s most dynamic and respected conference programs that keep you up-to-date with the latest trends, technologies and insightful case studies. If you haven’t been to a Pink conference yet – you must come to the next one!

Why Should You Choose Pink Elephant?

There are many compelling reasons why Pink Elephant should be your first choice when looking for an ITSM professional services partner. Here are just a few:

1. Pink is proud of its rich, 30-year history of delivering more ITSM best practice education, process design and implementation than any other company.
2. Pink is a recognized leader in ITSM, committing exclusively to the promotion of IT best practices. Pink is a founding member itSMF, is a much sought after presenter at global ITSM events, and is an active participant in ITIL’s ongoing development, most recently authoring V3’s Continual Service Improvement book.
3. Pink has EXPERTS who’ve “been there, done that…and bought the t-shirt!” Having worked with thousands of organizations across all verticals, our EXPERTS know what works and what doesn’t when it comes to achieving IT best practice excellence.
4. Pink EXPERTS – and you - have access to the industry’s best tools and resources, including the world’s most comprehensive Education portfolio and our state-of-the-art, web-hosted toolkits: PinkATLAS, PinkSCAN and PinkREADY.
5. Pink has amassed significant volumes of business knowledge and experience using ITIL and other quality models and frameworks, which is converted directly into the content of our product offerings.
6. Working alongside Pink EXPERTS increases your own experience at an expedited rate. You can reach your desired outcomes quicker, and with reduced risks.
7. A “Continual Improvement Culture” will be a valuable legacy from your working relationship with Pink’s EXPERTS. When the Pink EXPERTS say ”good-bye”, you’ll be self-sufficient with new best practice skills, knowledge and experience in a best practice operation!

What Makes A Great ITSM Organization?

There are four key building blocks in any ITSM organization:

1. PEOPLE working in a variety of roles within IT Service Management.
2. PROCESSES to describe and enable the workflows.
3. TOOLS to mange data and enable expedited workflows.
4. And a GOVERNANCE FRAMEWORK to set policies and controls for People, Processes and Tools, combined to deliver services.

Assuming these four building blocks have been comprehensively and appropriately defined and assembled, the real test is how they function in operation.

Stable operations rarely exist these days – there’s always something changing, and change often promotes instability. It’s not even as simple as that. Usually there are many changes happening concurrently, and this creates the extra hassles of juggling multiple projects and conflicting priorities.

So, a “great ITSM organization” cannot be “great” simply because it’s well defined; it also has to be maintained and continually improved so that it meets the needs of the business.

What Are The Challenges & Risks?

Maintaining or improving an ITSM operation presents many challenges and risks. From Pink Elephant’s experience, these include:

• No structured project management controls
• Lack of staff understanding, education and training (all are different!)
• Staff have responsibility but not sufficient decision making authority, so there’s no accountability or ownership
• Lack of effective champions (those with passion and a desire to do the right things)
• Not enough commitment or support from management
• Loss of impetus after the initial hype
• Poor planning and lack of funding
• Lack of quantifiable long term cost benefits
• Over-focus on tactical solutions and losing sight of the overall strategy
• Over ambitious implementation plans – trying to do too much too soon
• Difficulty changing the culture of the organization
• “Old” tools unable to support “new” activities and processes

You certainly need to keep these challenges and risks in mind, look out for them, and develop tactics for dealing with them. 

Evolving Your ITSM Organization – Our 10-Step Approach

1. Clarify the problem, or need.
2. Articulate “Where Are We Headed?” (envision a desired outcome)
3. Articulate “Where Are We Now?” (review the current state of the “four building blocks”)
4. Articulate “How Will We Proceed?” (clarify how the desired outcome will be achieved, i.e. what strategies and tactics will be employed?)
5. Establish authorities and responsibilities.
6. Communicate to all who’ll be involved or affected, and provide necessary education.
7. Empower action and provide resources.
8. Continue to communicate.
9. Build, test, transition and deploy.
10. Review and revise through a “Continual Improvement Process”.

No matter how big or small your ITSM improvement project is, Pink Elephant can support you. Our experience in this field is unrivalled in the industry. 

Want To Learn More?

Contact Us!

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