Pink Elephant - The It And Itil Service Management Experts

Practitioner Radio Episode 14 - Join Chris and Troy as they dive into the challenges and critical success factors of Supplier Management to understand that it is much more than just procurement!

Practitioner Radio Episode 12 - Join Chris and Troy as they dive into Demand Management and discuss how it is the Front Door of Value Generation.

Practitioner Radio Episode 10 - Join Chris and Troy as they take a practical look at the application and importance of IT Service Continuity Management.

Practitioner Radio Episode 11 - Join Chris and Troy as they un-pack Availability Management as a Process and discuss how it is part design and part operations.

Practitioner Radio Episode 9 - Chris Dancy, Martin Erb and Troy DuMoulin discuss the vagaries of Event Management.

Practitioner Radio Episode 8 - Chris and Troy Explore Everyone’s Favorite Topic - Money!!

Practitioner Radio Episode 7 - Chris and Troy Explore The Concept and Practice of "The Service Catalog"

Practitioner Radio Episode 6 - Join Chris, Jack and Troy as they look at ISO 20000.

Practitioner Radio Episode 5 – Join Chris Dancy and Troy DuMoulin as they take a look at one of the major sources of un-planned downtime: Release and Deployment Management.

Practitioner Radio Episode 4 - Join Chris Dancy and Troy DuMoulin as they take a practical no nonsense look at Change Management

Practitioner Radio Episode 2 - Chris Dancy and Troy DuMoulin talk about Problem Management.

Practitioner Radio Episode 1 - Chris Dancy, George Spalding and David Ratcliffe talk about the upcoming Pink Conference.

In part 5 Terry goes through the answers and explanation to the audience about the differences between Incident Management and Problem Management. Note: Due to clarity of volume, the audience questions have been removed; this does not impact the nature of the podcast.

Many companies struggle with the concept of who should be on the Change Advisory Board. There are several factors that have to be considered regarding the makeup of your Change Advisory Board (CAB). Primary questions that need to be answered are what is the size of your company and the complexity of the IT infrastructure? Are you a globally disbursed company or concentrated in a single country? Do you have many different platforms or just a few? The answers to these questions will determine whether a single CAB will suffice or if multiple CABs are necessary. But it really doesn’t matter if you will have one or many CABs. They will all have similar characteristics.

Rich Petti brings this podcast series to a conclusion by summarizing the Role Of The Service Desk In The 21st Century and provides answers to some questions that he is presented with.

Rich Petti provides some implementation tips and comments on recent developments in newly published standards of how the Service Desk is not being recognized in these published standards. Further, Rich draws some conclusions as to why this is occurring.

Join Rich Petti in the continuation of The Role of the Service Desk in the 21st century, as he presents further understanding of the ownership and responsibilities of the Service Desk and the prerequisites for it to become successful.

So who’s responsible for control issues? Who’s responsible for compliance issues? And who’s responsible for governance issues? Is it the Service Desk? Rich Petti continues with a discussion on the need for a control-type process and how the Service Desk of tomorrow handles all the related issues.

What is technology’s role in control? What is the dependency on the Service Desk? Who’s controlling the controllers? Rich Petti answers these questions and begins to define the role of the Service Desk and how it will remain similar in the future.

As human beings could impact internal controls, Rich Petti talks about focusing on the need to automate processes as much as possible while ensuring that the processes are properly designed. Further, Rich looks at the difference between business control and process control and the understanding that although the Service Desk doesn’t own Incident Management it is responsible for Incident Management.