Unique to the industry and not taught by any other training organization! Learn from the world’s best and very talented IT service management consultants – the most respected and experienced ITSM authorities in the industry.
These workshops are perfect for IT leaders and practitioners seeking practical real-world insights to strengthen IT service management competencies and deliver measurable and positive business results.
Designed to strengthen capabilities across many key ITSM areas, and based on Pink Elephant’s 40 years of experience helping a multitude of CIOs and their teams with improvements, these workshops deliver highly valuable and extremely useful, here’s-how-you-really-do-it insights you and your team can apply right away.
Available in two formats:
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As team training, you can choose one or more of the 14 processes below to deliver to your team. Each workshop is 3½ hours.
- IT Business Relationship Management
- Change Management
- Configuration Management
- Incident Management
- IT Asset Management
- Knowledge Management
- Monitoring and Alerting
- Problem Management
- Release and Deployment Management
- Request Management
- Service Catalog Management
- Service Assurance and Testing
- Service Level Management
- Vendor Management
Don’t see a process on the list that is important to your team? No problem. Ask us. We can customize a workshop for you. Contact Pink Elephant at [email protected] to discuss team training options and to get a quote. You can also click on the Chat feature located in the pink circle at the bottom right of this page, or use the shopping cart down below.
- For individuals, a recorded self-paced online option includes all 14 processes. Learn at your own pace at your own time over a 12 - month subscription period. Upskill and take your knowledge of process maturity and process management to unprecedented new heights.
WORKSHOP OVERVIEW
Led by one of Pink Elephant’s Senior IT Management consultants, at the end of this 3½-hour workshop participants will understand what today’s IT Service Management should look like, including how ‘process management’ is right at the heart of ITSM, and why it’s important to grasp the concept of process maturity! Pink’s consultant will take you through numerous key learning points not taught by any other training supplier – including what it really takes to build, manage and improve highly effective ITSM management processes.
Part 1: Introduction to Integrated IT Service Management & Process Management
By special arrangement with PDC, Pink’s consultant will use content from the integratedITSM Essentials course to explain:
- The concepts of ‘systems thinking’ and ‘IT service management’, and how they enable business value.
- The multiple dimensions of ‘value’ for the customer in the context of ITSM.
- The 3-levels of integration described in the integratedITSM system.
- What is ‘process management’? And the nine building blocks for every process.
- Process roles and responsibilities.
Part 2: Understanding and Applying CMMI Process Maturity Model
CMMI (Capability Maturity Model Integration) will be explained, including:
- The 5-levels of maturity
- How process maturity assessments should be used as a tool for process improvement.
- The general criteria to be examined and assessed.
- How CMMI can be applied to ITSM.
Part 3: The In-Scope ITSM Process To Be Assessed
In this session the Pink consultant will reference the nine-building blocks described in Part 1 and apply them to the specific in-scope process to be assessed. These will include:
- Key definitions used in the process.
- The purpose and objectives of the process.
- Policies, activities, roles and metrics.
- Related processes and how they are integrated.
- Enablers and critical success factors.
Part 4: Conducting The Process Maturity Assessment
Pink’s experienced consultant will walk attendees through a multi-question assessment for the in-scope process using Pink’s assessment approach and questionnaire taken from PinkSCAN®, Pink’s IT service management assessment tool. This is based on the CMMI model described in Part 2.
At the end of the workshop, there are many tangible take-a-ways and action items. Participants will have very practical how-to knowledge needed to move beyond just theory and to really understand what it takes to effectively build, manage and improve specific processes.
