Pink Elephant has been a thought leader in the global IT Service Management Industry for more than 40 years. We apply our expertise to both the public and private sectors across the globe.
At Pink Elephant, we believe that a sustainable, long term relationship between business and IT are instrumental in developing innovation, automation and change in your business. We pride ourselves on improving the quality of IT services by applying recognised best practice frameworks and standards.
If you’re looking for an upward career movement in customer service, you need to be prepared to deal with difficult situations from day one. Be it face-to-face, over phone, email…
You need these 5 features in your ITSM chatbot With advances in AI, the obvious discussion arises, how to make work-life easier? How to minimize time spent on mundane tasks?…
The role of Workforce Management in building future-ready support 2 years into the pandemic, the business landscape has changed with the speed of light. While 74% of professionals expect remote…
Most in-demand ITSM skills for 2022 According to Gartner, the global cloud ITSM market is expected to grow to over $12 billion by 2025. ITSM now is more important than…
Building a business case for Intelligent Service Management Traditional IT service management solutions often fall short when it comes to innovation. While legacy systems are tailor-made to perform one or…
Does the rise of DevOps spell the end for ITIL? One of the most challenging things when writing about DevOps and ITIL is finding the perfect phrases to define both…
The Weak Password Report 2022 Password attacks are on the rise because passwords themselves are very vulnerable to attack. What specifically makes them vulnerable? This year’s Weak Password Report takes…
Tracking productivity and performance of the customer service function emerged as the #1 challenge of customer service leaders through the pandemic crisis, as per The New CX Mandate report. Whether…
Did you know through 2023, I&O leaders will overspend by $750 million* on buying unused features of ITSM tools? That’s almost $150 million more from $600 million spend in 2019.…
The IT agenda for 2022 The Hackett Group’s 2022 Key Issues Study reveals technology’s top 10 priority objectives to help businesses plan their goals and tech investments to accelerate digital…
There is no shortage of vulnerabilities and risks in today’s digital world. Attackers are using any way possible to compromise business-critical data. However, one of the prevalent ways cybercriminals can…
Employee password resets make up a big percentage of the tickets that the service desk handles on a daily basis. While a lot can be said for the high costs…
Today, IT is expected to take on a more strategic role, one that goes beyond support to create business value and move the innovation agenda forward. Yet IT departments are…
“Service outage! Help!” These words (or their variations), have preceded notable losses of millions and billions of dollars in the 21st century. From large corporations to SMBs, no one is…
To illustrate how essential IT systems are to the proper functioning of the business, system administrators should use a number of metrics to communicate key KPIs with non-technical leadership. This…
In the last decade or so AI has gone from a buzzword to table stakes. Data reveals that organizations that have adopted AI into their service management strategy have begun…
We marked our calendars, counting down the months, days, and minutes. Now, the day we’ve all been waiting for is here: the 60th anniversary of the computer password!! Since its…
As a modern enterprise your digital infrastructure – in all likelihood – is a multi-tiered, evolving, and expanding combination of services built on next-gen technologies. This dynamic configuration of servers,…
Customer service is hard. Measuring the value of good customer service is even harder. However, only if you have quantifiable data on how well your support team is doing can…
How to build a Customer Experience Strategy There are many moving parts in play when trying to explain, let alone execute, an exceptional customer experience. Therefore it truly takes a…
Turn offboarding woes into wows using Freshservice An employee’s last day at work is almost as significant as their first one. It commemorates all the learnings, experiences, and memories they…
Privileged accounts are a key part of the cyberattack chain and involved in almost every security breach today. Protecting privileged user accounts and, increasingly, machine accounts (non-human accounts) is a…
Customer preferences are evolving just as quickly as technological advances! This can have a significant impact on your business and its internal operations. Such fast-paced evolution demands an equally agile…
In the era of digital workplaces, AI has emerged as a catalyst in enabling simplified, intelligent, and intuitive ITSM and ITOM environments. From increasing workflow automation, reducing IT staff workload…
Active Directory user accounts can get locked out due to a number of reasons, especially when working remotely. Windows systems can cache credentials for users. Yet, cached credentials causing account…
INFO-TECH’S IT SERVICE MANAGEMENT SELECTION GUIDE In this IT Service Management Selection Guide, Info-Tech experts discuss how you can build a business case and get the buy-in you need. We’ll…
The Freshservice Service Management Benchmark Report 2021 (FBR 2021) is a benchmark index for key performance indicators (KPIs) for IT Service Management. The FBR 2021 encourages organizations to measure their KPIs, and benchmark against the index thus allowing ITSM leaders to decide and act on what levers to pull, to ultimately deliver a delightful experience to employees and customers.
Customer experience is key to gauge how your customers perceive your brand. The reaction that customers have in response to the way your company treats them is crucial. Businesses have…
Batman or Spiderman? Superman or Thor? Flash or Falcon? The infatuation with and intense debate over Marvel and DC superhero and villain supremacy among comic book aficionados is a year-round…
Service Desk Defined The service desk acts as the primary support mechanism in organizations, managing customer contacts for assistance and access to services. Their primary purpose includes the following: Receiving…
Specops Software survey highlights social engineering vulnerabilities among IT service help desks. 48% of organizations do not have a user verification policy in place for incoming calls to IT service…
Is my service desk investment paying off? Is my service desk delivering true business value? Are we incurring costs that are not under control? Are we able to leverage the…
Today, customer service should be at the center of your growth strategy. According to McKinsey research, more than 60% of consumers are trying new brands due to economic pressures, store closings, and changing priorities. With these consumers going online in their search for better and safer ways to transact with businesses, the lines between sales and service are blurring. Companies cannot treat customer service reactively anymore.
When we think about increased IT support efficiency, we might think of faster and/or cheaper IT service desk operations. But now, post-pandemic, or what is being called “the new normal”,…
Digital transformation is about improving your digital footprint, digitalizing processes and most importantly – changing your company culture. The preparation for – and execution of – transformation is critical which…
Purple Fox is malware that was first discovered in 2018 but has seen a recent rise in proliferation as hackers take advantage of a new attack method: weak passwords used…
When it comes to running a Human Resources (HR) department successfully, it’s a balancing act of maximizing budget and productivity. HR is a core part of the enterprise but is…
With the Oscars taking place over the weekend, Specops refreshed their breached password list and revealed the most popular movies used in leaked passwords. According to new research, which analyzed…
Transformational changes continue to impact ITSM. While IT service management embraces new technologies, most organisations don’t currently have the high-level capabilities to match their ambitions. Freshworks has collaborated with the…
Buying a modern service desk tool won’t solve all your problems in and of itself. Although these tools are designed to ensure general best practices are met, service desk tools…
Remote team management has always been different for team managers and leaders. Not just challenging, but different. Not having the luxury to rub shoulders often and not having the liberty…
AI – the new normal prerequisite Business priorities are shifting. Employees’ expectations are rising. Simply put, the world around us is changing. And so should your service desk. AI is…
The hardware and software required to deliver IT services are critical to running today’s organizations from an operational perspective – not to mention representing a major investment. It’s therefore crucial…
Written in partnership by The Service Desk Institute, this 2021 ITSM report will look at the thoughts and predictions of IT Teams, from the skills service desk analysts of the future will need and the state of their emotional wellbeing, to how automation is impacting individuals organisations and generally how IT professionals feel about the future of the industry in such a volatile environment.
Investment in digital transformation efforts must translate to direct business benefits by reducing costs while growing faster. The Total Economic Impact™ Study, conducted by Forrester Consulting on behalf of Freshworks, illustrates how Freshdesk Omnichannel can revolutionize your contact center.
How to Gain Executive Buy-in for ITSM Technology is critical for improving employee productivity and organizational efficiency, but getting new technology into the hands of those who need it most…
The 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center (CEC) report examines the global market for customer service and support applications. It helps business leaders identify the latest customer service priorities and evaluate a wide range of customer service applications to make the right choice.
You are a champion and a change-maker, with an eye on identifying and implementing solutions that will improve your business, now and in the future. You know it’s time for a new ITSM Solution. Arm yourself with the insights and positioning you need to bring decision makers into the conversation and champion changes to your service desk environment.
How does your ITSM solution stack up? Stop guessing and start benchmarking. Before you can determine where you’re going, you need to understand where you are—especially when it comes to transforming your ITSM solution. Too often, though, organizations get comfortable with the status quo, even if that status quo isn’t delivering—or, worse, slowing down your workflows and creating hurdles to business success.
Which ITSM solution is right for you? Identify the capabilities you need and then evaluate vendors. You know it’s not about choosing any ITSM solution—it’s about choosing the right ITSM solution. And given the complexities and capabilities in the service management landscape, finding that spot-on solution—and selling it through internally—isn’t always so simple.
Numbers speak louder than words. Quantify the impact a new ITSM solution will have on your business. Let’s face it: gaining executive buy in means ensuring stakeholders and decision makers understand the direct, financial impact of your recommendations. Pulling those pieces together, though, and putting them through the lens of your organization’s unique needs and objectives can be challenging. Until now.
Do you have the internal momentum to bring your ITSM proposal into reality? You’ve done the heavy lifting—not just identifying the holes in your existing ITSM solution but researching the right ITSM solution and creating meaningful positioning that simplifies justification. Now it’s time to take your work across the finish line and move from vision to reality.
Ivanti has signed a definitive agreement to acquire Cherwell, a global leader in enterprise service management (ESM) solutions. Cherwell has, for a long time, been a direct competitor of Ivanti…
Moving to a new ITSM solution is never easy and let’s face it, most people hate the software they use at work. Business software is often clunky, expensive, difficult to…
The Gartner Magic Quadrant for IT Service Management Tools provides an invaluable resource for evaluating ITSM vendors. In this report, you’ll find recommendations for defining your ITSM requirements as well as a side-by-side look at the industry landscape. See how each ITSM vendor is placed and get recommendations for selecting a solution that matches your needs.
This PAM Checklist is the most thorough tool for holistically assessing your privileged access security needs and mapping them to modern privilege management solutions. It will help you identify where to begin your privileged access management project, how to progress to a better IT security posture, and what business outcomes to expect.
Selecting a new IT service management (ITSM) tool has never been a straightforward process. With dozens of options ranging from basic ticketing functionality to complex enterprise suites, it’s easy to get bogged down in the fast-growing list of requirements, conflicting stakeholder views, and endless vendor demos and pitches.
The Complete Service Desk Health Check… . We’ll help you be the best you can be with our 4 point improvement plan. Our complete approach to establishing Service Desk excellence…
A successful CMDB can be vital for an organisation, or rather it should be! . The implementation of a CMDB, should herald the dawn of a new era: The transformation…
Watch this video 2 minute video now. . . Whether you’re migrating applications to the cloud or ensuring your CMDB is accurate, you need a solution that can account for…
Develop Essential Skills for the Digital Era with ITIL® 4 Managing Professional ITIL® 4 Managing Professional builds on the content in the ITIL® 4 Foundation, to provide practical guidance for…
What is Agile Project Management? It’s no secret that the Agile Model is fast becoming the preferred way to manage projects. Organisations, teams and even project management software are increasingly responding to…
Pink Elephant’s E-learning training solution for organisations. Training for large teams and organisations can be difficult, time-consuming as well as expensive. Our Pink e-Learning Portal is the perfect cost-effective training solution for…
IT departments are under incredible pressure to maintain the business productivity for an expanded remote workforce that may already be exponentially larger than it was just a few weeks ago. As many IT teams work overtime to enable remote workers, the risks of not maintaining security practices are also top of mind, with the acute awareness that threat actors are actively seeking opportunities to benefit from current circumstances.
It may be easy to find a potential ITSM solution that meets your IT service management requirements. However, it might be difficult to calculate the hard and soft costs of this solution. Getting clear answers to these nine questions is critical in controlling your total cost of ownership.
We want you to obtain the highest-quality ITIL® 4 training. That’s why we are encouraging you to do some comparative shopping! Before you commit your organisation’s training investment to ITIL®…
Get 35% off the examination fee for your ITIL® 4 Advanced Course. Pink Elephant South Africa is please to announce the ITIL® 4 Examination Promotional offer from PeopleCert and AXELOS…
The Service Catalogue Perspective: Do you really know what you want? . Service Catalogues seem to be the hot topic at the moment with many organisations deciding that they want…
Imagine what you could achieve if your CMDB was service-aware, always up to date and required no effort to keep up. That’s the power of FireScope Secure Discovery and Dependency…
Our PinkScan is the only independent and objective assessment service of its kind and it can analyse the maturity of any number of your ITSM Processes! . All companies are…
The magnitude of IT and workforce disruption that’s taken place in recent weeks has tested the mettle of IT teams everywhere. As workers transition from office to home, staff are racing to deliver the tech and services employees need to do their jobs, as well as introduce new systems and processes that boost productivity.
10 Improvements Your Organisation Can Put in Place Using ITIL® 4 Ever feel like your organisation is on a treadmill trying to keep pace with change, with technology and, of…
Streamline and Adapt your HR Service Management. Make a profound impact on the quality of your colleagues’ daily work experiences and bring positive change to the whole enterprise. Cherwell HRSM…
As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today’s digital world, the tiniest technical glitch can have huge consequences—requiring…
In a recent study by leading IT analyst firm Enterprise Management Associates (EMA), 87% of organisations reported having some level of ESM (enterprise service management) deployment from their ITSM platform/team. What’s more, given a healthy selection of possible responses, 38% rated the impact of supporting ESM as “transformational” on the relationship between IT and business stakeholders.
Freeware to help address password challenges associated with remote workers. Password Notification enables IT admins to configure password expiration email reminders to be sent via their own SMTP server, letting…
What IT Asset Management Looks Like in a World That Has Gone Fully Remote… Moving an entire company remote is more challenging than people think. For example, most medium to…
Outsourcing – it is still a viable proposition! Business end users are benefiting from increased availability and diversity of applications and devices, driving increased expectations for technical support wherever and…
8 benefits of remote learning / digital education! . With millions of professionals around the world working remotely for the foreseeable future, online training will no doubt reach even higher…
Stay ahead of the game with the upcoming ITIL4 Specialist certification High-Velocity IT. . Many organisations have come to realise that to compete in today’s global economy they need to…
AgileShift® has become more than a buzzword . The global pandemic has caught virtually every organisation off-guard and has seen many carefully detailed Business Continuity Plans ripped to shreds. The…
Secure your remote workforce today. If you’re not already using BeyondTrust’s Remote Support or Privileged Remote Access solutions, the free evaluations of these products has been expanded to 90…
Don’t be an april fool, stay in school! . Pink Elephant’s Virtual Classroom courses allow you to take part in our classroom training, without leaving the comfort of your own…
Introducing An Even Smarter Way to Make Work Flow Cherwell Service Management 10.0 will dramatically improve IT efficiency, employee productivity and really moves us forward from an innovation perspective. SO,…
Support Remote Work Securely. . Our technology partner, BeyondTrust, is offering their Secure Remote Access solutions for free for three months, to help organisations support an increased remote workforce during…
Join one of our virtual classroom courses or self-paced online courses from the comfort of your own home . Virtual-classroom Courses: Pink Elephants Virtual Classroom courses allow you to take part in…
THE DEFINITIVE GUIDE TO SERVICE DESK KPIS AND METRICS Many IT service desk leaders and practitioners wonder whether they have the right portfolio of KPIs and metrics, even when they…
Bad actors are not limited to Hollywood. According to the 2019 Verizon Data Breach Investigations Report, (DBIR) 59% of healthcare breaches exposing corporate data to an unauthorized 3rd party were caused by internal actors. This paper outlines how a CISO can plan and build a security defense against these bad actors.
HOLY ITSM CONFERENCE, BATMAN! From the moment Batman swooped into the conference centre in his Batmobile for the Sunday evening welcome reception and exhibition showcase opening through to the…
5 Vital elements of an Enterprise-Class HR Service Management Solution: Human resources departments are put in place to find outstanding people who can drive outstanding results. Finding these well-suited people,…
A Checklist For ITSM Program Success: When establishing an IT Service Management (ITSM) improvement program, the most common questions that arise tend to be: “How do we get started?” “What…
“A Service Catalogue or a Service Request Catalogue” The term Service Catalogue is commonly misused and can lead to confusion! Often the term is incorrectly used to describe a User…
Three Key Traits of the Business Relationship Manager Role: The Business Relationship Manager Role Embodies a set of competencies (knowledge, skills, and behaviours) that foster a productive, value-producing relationship between…
ITIL® 4’s Managing Professional Transition Course expires in October 2020! The clock is now ticking on the ITIL 4 Managing Professional Transition (MPT). The ITIL Managing Professional course was launched with a…
8 Questions you need to ask about your Change Management process We are often confronted with a belief that selecting a service management toolset will magically instill the discipline of…
Understanding ITIL® 4. ITIL® 4 expands on previous versions by providing a practical and flexible basis to support organisations on their journey to the new world of digital transformation. It…
Save time and money with Specops uReset® now! Are password resets and account lockouts exhausting valuable IT resources? We have an easy, cost-saving solution for you: Want to know how…
Endpoint encryption is heralded as one of the cornerstones to securing data and complying with data protection regulations, but it introduces new challenges which can result in costly mistakes.
ITIL provides a set of recommended best practices, but it doesn’t hold all of the answers. When you look to ITIL as the “be all and end all”—instead of the means to an end—you can easily become misguided.
Pink Elephant voted best large training organisation in the Netherlands! Our Dutch colleagues took home GOLD in The Best Educator of the Netherlands (BOVNL) awards. On Thursday, January 9th…
The 2019 Microsoft Vulnerabilities Report compiles every Microsoft security bulletin from the past 12 months, analyses the trends, and includes viewpoints from security experts.
BUSTING THE 6 MYTHS OF PAM In this whitepaper, you’ll discover six popular beliefs about Privileged Access Management (PAM) that are, in fact, wrong. We’ll explain why, shed some light…
Self-Service isn’t Self-Serving! The Internet has transformed the way we shop – to the point where we take it for granted that a couple of clicks on a site such…
Unify and Simplify Service Experiences for All Employees The award-winning Cherwell® Service Platform allows you to automate workflows, integrate systems, and improve employee productivity for departments inside and outside the…
The pace of business is faster than ever before–and the pressure is on to keep up. Discover five ways to gain the speed and efficiency needed to deliver upon the business’ expectations.
Included in this exclusive eBook are recommendations for developing an ITSM roadmap, tips for leading the digital revolution in your organization, and ideas for taking advantage of the changing IT landscape.
Organisations often expect a lot from self-supporting Agile project teams in today’s world. In a lot of organisations, the team velocity is the only KPI they notice and it is…
The Casualties of Frameworks Going to War In principle, the primary goal of an IT service management (ITSM) framework is to provide a published body of knowledge (BoK) so professionals…
The many ways a Service Catalogue enhances business value… The Service Catalogue is an invaluable resource to the business. It plays a crucial role as the point of access to…
PINK ELEPHANT ANNOUNCES THE LAUNCH OF THE ITIL® 4 FOUR ADVANCED COURSES! Further to the release of the new ITIL® Managing Professional Transition certification, Pink Elephant South Africa is excited…
Blacklisting weak and exposed passwords is crucial. Read this business case to learn why blacklisting weak and exposed passwords should be a critical part of making sure your organization’s password…
The King Price IT Service Desk – Underpinning Customer Experience. Today’s modern business is delivered on a platform of increasingly sophisticated technology powering operations across the organisation and usually resulting…
5 Reasons Why Implementing ITSM is More Critical Now Than Ever Before. IT Service Management (ITSM) is the most widely followed paradigm for managing IT resources. Why do these organisations…
Cherwell introduces a Beyond Trust Integration! The BeyondTrust Integration mergeable application (mApp) provides functionality that enables secure, real-time remote support sessions. Using the mApp, CSM technicians and Customers can launch…
CMDB – Offline Source of Trusted Data or Ongoing Updated collection of actual Data? Many organisations struggle with keeping track of what is within their IT enterprise environment and at…
Special ITIL® exam offer! a Do you want to get your ITIL®4 Foundation certification, or are you determined to obtain the required credits to become an ITIL®4 Managing Professional? a…
Pink Elephant SA runs Root Cause Analysis Specialist™ course (RCS) Albert Einstein said: “We can’t solve problems by using the same kind of thinking we used when we created them.”…
6 Ways To Be A great Service Desk Manager. The Service Desk sees everything, speaks to everyone and deals with everything from forgotten passwords to Major Incidents. They are the…
King Price Chooses Pink Elephant! The 1st of August 2019 sees the Pink Elephant meeting the “king” following a three-month transition of the King Price Service Desk environment to the…
Calling all “ITIL Experts“… Are you ready for your next challenge? You invested countless hours, successfully manoeuvring your way through the multiple layers of the ITIL® v3 qualification scheme. You’ve become…
Leading Organisational Transformation Winston Churchill once said, “There is nothing wrong in change if it is in the right direction.” Whether people perceive change as heading in the right direction…
What is the difference between a Help Desk and a Service Desk? By Kate Hamblin, IT Management Consultant @ Pink Elephant South Africa “What’s the difference between a Help…
According to “The Agile Service Management Guide”, Agile Service Management involves: “adapting Agile and Scrum values and practices to IT Service Management (ITSM) processes, process design and improvement activities.” Yet,…
Take a look at the top trends to expect in the ITSM space in 2019 with Troy DuMoulin VP, Research & Development Pink Elephant “Well, another year has come to a close and it…
The recent launch of the ITIL® 4 Foundation certification course and ITIL 4 certification scheme – and the retention of ITIL v3 certification courses – have left many folks with…
Holy ITSM Conference, Batman! Calling all IT superheroes! Hop in your Batmobile and make your way to Pink20. Now in its 24th hugely successful year, our annual event is globally…
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