PinkMasterClass Series

Attend this industry-unique three-hour PinkMasterClass workshop to understand how to establish and maintain a highly effective and integrated service desk that includes incident, request, and problem management processes.

Matthew, one of the world’s most experienced and knowledgeable IT service management experts, will describe IT service management (ITSM), the service desk, and how the related processes together with strong communication contribute to business value.

Using content from Pink Elephant’s integratedITSM™ Essentials certification course and PinkSCAN™ assessments, he will review key ITSM processes and components within The integratedITSM System, as well as discussing process management, effective process establishment, and the all-important critical success factor – communication. Matthew will explain process maturity and the five levels of CMMI from Carnegie-Mellon University and guide attendees through a service desk assessment using PinkSCAN, based on the CMMI model.

With close to 30 years in the IT industry, Matthew’s IT service management knowledge and implementation experience includes real-world roles as a senior IT operations director as well as a principal consultant who has helped a multitude of CIOs and organizations with process improvement initiatives.

As Matthew takes attendees through how to establish a highly effective service desk and incident, request, and problem management processes, he will share many valuable here’s-how-to-really-do-it insights based on his highly experienced background.

“An amazing experience – very much worth my time and investment. Jennifer is simply one of the most knowledgeable ITSM experts I have ever met.”

Attend this session to understand what ‘process management’ really means! Jennifer will take you through numerous key learning points not taught by any other training supplier about what it really takes to establish and manage a highly effective problem management process.

Part 1: Jennifer will use content taken from Pink Elephant’s certification course, integratedITSM™ Essentials to describe what IT service management is and how it enables business value. Followed by a review of what is a ‘process’ is and its many components, she will also provide an overview of the key IT service management processes and capabilities that are considered must-haves for any IT organization. There will then be a discussion about process management and a review of the building blocks for effectively establishing and managing the specific process featured in the workshop.

Part 2: This includes a review of the concept of process maturity. There will be an explanation of CMMI (Capability Maturity Model Integration), which consists of five levels and was developed at Carnegie-Mellon University. There will also be a discussion about each of the five levels and their relevance to process management.

Part 3: Jennifer will walk attendees through a multi-question assessment specifically for problem management by 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 two.

Jennifer is one of the industry’s most experienced and knowledgeable IT service management consultants. With over 25 years of experience, she has helped numerous IT organizations “get it right”. As Jennifer walks attendees through the concepts of process maturity and the problem management process assessment, she will share many valuable insights and do’s and don’ts based on her very deep pockets of real-world experience.

“Excellent! I wish I had taken this type of workshop many years ago – I get it now! And I really appreciated the many real-world non-theory examples Matthew shared.”

Part 1: Matthew will use content taken from Pink Elephant’s certification course, integratedITSM™ Essentials to describe what IT service management is and how it enables business value. Followed by a review of what is a ‘process’ is and its many components, he will also provide an overview of the key IT service management processes and capabilities that are considered must-haves for any IT organization. There will then be a discussion about process management and a review of the building blocks for effectively establishing and managing the specific process featured in the workshop.

Part 2: This includes a review of the concept of process maturity. There will be an explanation of CMMI (Capability Maturity Model Integration), which consists of five levels and was developed at Carnegie-Mellon University. There will also be a discussion about each of the five levels and their relevance to process management.

Part 3: Matthew will walk attendees through a multi-question assessment for change management 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 two.

With close to 30 years’ industry experience, Matthew’s IT service management knowledge and implementation experience includes roles as a senior IT operations director as well as as a principal consultant who has helped a multitude of CIOs and organizations with process improvement initiatives. As he takes attendees through how to establish a highly effective change management process, Matthew will share many valuable here’s-how-to-really-do-it insights based on his highly experienced background.