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 as Amazon will deliver a product to our doorstep the following day. It is easy to forget that the e-commerce world has had to learn…

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 traditional boundaries of IT.  Their innovative solutions for HR, Security, PPM, and Facilities, combined with codeless configuration, provides a simple and cost-effective way to make…

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 important to understand the influence of team dynamics on the velocity. Looking at the Agile manifesto, there is value some statements, like we value responding…

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 can improve their ability to deliver value to the larger community they serve. However, most IT organisations struggle with a silo mentality regarding culture, processes,…

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 all products and services offered by IT and other departments. A Service Catalogue is used to define what an IT department does (and does not)…

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 to be the first to announce course dates for the industry’s first ITIL® 4 Advanced courses for the Managing Professional stream. The ITIL 4 Specialist –…

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 policy is successful: Specops Password Policy Business Case Specops Password Policy helps you increase password security in your Microsoft Active Directory environment. You can use…

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 in an intimate interface with the customer that allows for the participation in the fulfilment of the service required and delivered. These days, time constrained…

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 implement ITSM? Through a process-oriented approach, ITSM empowers IT teams to take a more structured approach to service management, increase transparency and accountability of the…

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 remote support sessions directly from CSM to encourage real-time collaboration and fast resolution of IT issues. Session details (ex: Chat conversation history) can then be…

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 best hope that they have a handle on IT asset controls for financial management governance.  Many IT operational groups have their own view of what’s…

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 PeopleCert have two amazing offers for you! a 1. ITIL®4 Foundation EXAM: 30% off ITIL 4 Foundation exams This is exclusively for ITIL® v3 Foundation…

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.” So why do we do Root Cause Analysis?  Average enterprises suffer more than 61 hours of downtime each year and an initial 54% of that…

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 unsung heroes of IT and are the IT single point of contact for many enterprises. Managing these heroes is no easy task, so we’ve compiled…

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 Pink Elephant Global Service Centre in Woodmead, Johannesburg. Leading with a PinkScan™ ITSM Maturity assessment, Pink and King Price developed a strategic roadmap that culminated…

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 an “ITIL Expert, or are very close to it. Now you’re ready to apply your talents on your next adventure. Well, here it is… A…

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 or not, most fear change. How many times have you tried to introduce a new way of doing an ordinary business activity and been asked:…

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 Desk and a Service Desk?” A question I frequently get asked on training courses. The Oxford English Dictionary states: Help – make it easier or…

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, elements of the Agile Manifesto can appear to contradict with tenets of the IT Service Management. For example, the favouring of: “Individuals and interactions” over “Processes and…

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 feels like it went by much faster than the last one! Or perhaps 2018 seems to have flown by on a rocket-propelled hoverboard because so…

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 questions about which path they should take from here. Should you continue your ITIL v3 certification – or move directly to ITIL 4 certification? This…

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 recognized as the world’s premier IT Service Management Conference. We live in a business era of superhuman challenges. Is your IT team up to the…