PinkMasterClass Series

In this industry-exclusive, three-hour masterclass session based on his extensive and ongoing research, Troy will dive into how the world of IT service management (ITSM) will evolve as AI augmentation becomes more prevalent. He will pinpoint tasks where AI can truly shine, as well as areas where the human touch is still essential. This session will help IT professionals understand how to work alongside AI to maximize their human potential and deliver unparalleled business and customer value.

ITSM is all about delivering the best possible value to business partners and customers. Over the past few decades, IT professionals in this field have utilized various tools and strategies to achieve this goal. However, as with everything else, the digital landscape is constantly changing. Technological disruptions such as distributed computing, cloud adoption, and remote workforces have always presented unique challenges but, ultimately, have spurred innovation in ITSM.

Artificial intelligence (AI) is the latest disruptive force ITSM professionals must address. It holds incredible potential to change the way we work. On one hand, many routine tasks can be automated by AI, and on the other hand, AI can be a powerful tool to augment the ability to provide value if used correctly.

Troy’s masterclass includes meaningful discussions on these key points:

• The evolution of AI and its impact on ITSM
• AI fundamentals for ITSM professionals
• Responsible AI in ITSM
• AI Augmentation of ITSM operations
• AI-enabled ITSM service delivery
• AI-powered customer engagement channels and roles

Troy is one of the most respected and experienced IT service management experts in the world, and based on his ongoing research and passion, fast becoming an industry-leading authority on AI’s impact on ITSM. With close to 30 years of industry experience, his ITSM knowledge and expertise are unparalleled. Troy is the author of many articles, paper, blogs, and books on service catalog, Lean, and IT service management. He is a favorite and much sought-after speaker, trainer, and consultant.

Attend this session to better understand what ‘business relationship management’ really means! Matthew 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 business relationship management process and activities.

In part one, Matthew will use content taken from Pink Elephant’s certification courses, integratedITSM™ Essentials and IT Business Relationship Manager, to describe what IT service management and business relationship management are and how they enable business value. Followed by a review of what 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 activities and processes featured in the workshop.

Part two includes a review of the concept of process maturity. There will be an explanation of the 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.

In part three, Matthew will walk attendees through a multi-question assessment for business relationship 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 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 business relationship management process and activities, Matthew will also share many valuable here’s-how-to-really-do-it insights based on his highly experienced background.

Attend this session to understand what ‘process management’ really means! Matthew 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 change management process.

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.

Taken in part from the content in Pink’s  Lean IT Leadership certification course, Troy will explore the use of key leadership models and team structures that are successfully used to increase velocity while at the same time reducing errors and downtime even in an environment with immature processes.

Value is created by process, but process is impacted by and highly dependent on effective leadership, team structures, trust-based environments, and outcome-based performance management systems. Traditional highly directive leadership models can execute and are effective in situations of crisis and replication. They can also easily create silos, produce dependence, stifle innovation, and create bottlenecks when leading for innovation or in situations that require organizational resilience and agility. Building on the principles of Lean leadership, organizations that are adopting Agile concepts have realized that traditional top-down organizational structures are not designed to adapt and flex quickly to meet changing business needs. Instead, they are experimenting with product-oriented cross-functional teams for both development and support. The agenda includes the following major topics: 

• Understanding leadership styles and theories
• Applying the Lean principle of first-time right and shift left
• Self-managing versus self-governing teams
• Cross-functional team structures and models
• Teaming approaches that create a culture of accountability for results and CSI
• Cascading strategic goals down to team and individual performance objectives

Troy is one of the most respected and experienced IT service management and Lean IT experts in the world.  With close to 30 years of industry experience, his knowledge and expertise are unparalleled. Troy is the author of many articles, paper, blogs, and books about service catalog, Lean and IT service management. He is a favorite and much sought-after speaker, trainer, and consultant.

Matthew’s three-hour masterclass looks at the recent trend in IT service management that involves the addition of experience management (XM) and XLAs. 

It is an understatement to say that today we work in a very rapidly evolving business landscape where delivering exceptional experiences to customers, employees, and partners is no longer a luxury but a necessity for sustainable success. Matthew offers an insightful look at experience management, where he will delve into the requirements, strategies, practices, and approaches for managing and optimizing experiences in your organization. 

His presentation includes:

• A description of the significance of experience management
• Real-world examples of organizations that have leveraged XM for growth and to secure customer loyalty
• An explanation of the foundational principles of customer experience (CX), employee experience (EX), and partner experience (PX)
• An overview of how to collect, analyze, and interpret data to gain actionable insights
• The latest tools and techniques for measuring and improving experiences, including the purpose of the experience level agreement (XLA)
• Examples of effective strategies for implementing XM initiatives within your organization
• Best practices for creating a culture that prioritizes and champions experience management
• Actionable takeaways and next steps to kick-start or improve your own XM journey

With close to 30 years of industry experience, Matthew is one of the world’s most senior and knowledgeable ITSM authorities. He is a senior trainer and consultant who has assisted numerous organizations with implementation projects. As an IT practitioner and senior IT leader, he has also been responsible for service level and experience management with employees, partners, and end users/customers. Not only will you learn from Matthew’s very deep pockets of experience, but you will also gain insights into an exciting new certification course that will be introduced by Pink Elephant in 2025.

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.

Many IT organizations have sound processes in place for incident management, but some overlook the business’ critical need for establishing and managing an effective major incident management process. A major incident is one that has the highest impact and highest urgency. It affects a large number of users – often all at once and sometimes deprives the business of one or more crucial services. This half-day masterclass focuses specifically on:

• An introduction to the major incident management framework
• Good practices for major incident management
• Roles and responsibilities
• Resources management
• Communication strategies
• Establishment of the incident command system
• Q&A and a summary of takeaways

The content includes excerpts taken from Pink Elephant’s certification course, integratedITSM™ Essentials.

Graham is a highly accomplished trainer, consultant, and ITSM veteran. During this session, he will share practical real-world examples he has experienced during his many improvement engagements with IT organizations.

Attend this industry-unique, four-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 discuss 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.