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Pink Elephant Europe400 Thames Valley ParkReading Berkshire RG6 1PTUnited Kingdom
T: + 44 (0) 1189 653415F: + 44 (0) 1189 653515
Contact Name: Caroline Wyatt
Attention mailroom: If undeliverable, please route to the IT Help Desk/Support Manager.
EDUCATION
CONSULTING
SPECIAL EVENTS
CONFERENCES
Pink ElephantLEADING THE WAY IN IT
MANAGEMENT BEST PRACTICES
Pink Elephant’sSERVICES
Pink Elephant is the
world’s leading supplier
of ITIL and IT Service
Management Consulting
and Education.
Pink Elephant Middle East9th Floor, Adil Kashoggi BuildingDhahran StreetKhobarSaudi Arabia
T: + 966 3 889 2085F: + 996 3 889 2086
Contact Name: Shakeel Parkar
Pink Elephant AfricaCountry Club EstateWoodlands DriveWoodmead 2157South Africa
T: + 27 (0) 11 258 8656F: + 27 (0) 11 258 8511
Contact Name: Neil Petford
32
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Pink Elephant is the world’s leading IT Service
Management consulting and education provider,
specialising in IT Management best practices.
Headquartered in Toronto, Canada, with operations
throughout North America, South America, the Asia
Pacific / ANZ region, and EMEA (Europe, Middle East
and Africa), the company specialises in consulting,
education, and conferences – all based on IT
management best practices, and specifically ITIL
(IT Infrastructure Library).
We are very proud of our commitment to the ITIL best-
practice framework. We have been involved in the
“ITIL project” since its inception in 1987. In fact, we are
acknowledged worldwide as the ITIL Experts, having
trained more people (around 70,000) in ITIL-related
subjects, and also having performed more ITIL
implementations (many on a global scale), than any
other company. We also contribute substantially to the
library of ITIL books.
Indeed many of the top consultancies, software and
hardware manufacturers have used us to train their
people prior to setting up their own ITIL practices.
In the UK, IBM contracted Pink Elephant to provide
their customers’ Service-Management education, and
Microsoft called in Pink Elephant to help develop their
Microsoft Operations Framework (MOF).
Pink Elephant are totally independent of hardware and
software suppliers, so we have no vested interest in the
advice and consulting we offer. We will show you how to
use best practices to benefit your organisation, not to
benefit the implementation of a particular software tool.
Why Pink Elephant?Why Pink Elephant?
www.pinkelephant.com Register today! +44 (0) 1189 653415ITIL & IT Management Best Practices Education
Our services are all based upon ITIL, the worldwide de facto best-practice framework for IT
Service Management. ITIL was developed by the Office of Government Commerce (OGC) in
the mid 1980s, and because of the importance of the IT Infrastructure Library to its business,
Pink Elephant has since maintained a close relationship with the OGC. We recognise the value
of best-practice guidance, which could be applied generally to the business of IT Service
Management. IT Service Management was, and is, core business for Pink Elephant, and ITIL
has enabled the provision of improved customer advice in all areas of its business: IT Service
Management Education, Consultancy, Conferences and Seminars.
What is ITIL?What is ITIL?
Overall, ITIL helps to:Improve the quality of IT services
Improve bottom-line results
Provide cost justifiable service quality
Provide services that meet business,
customer and user needs
Provide documented roles
and responsibilities
Provide integrated, centralised processes
Align IT processes to Corporate
Governance requirements
With ties to ISO 9000 & BS15000, the books’ guidance
is relevant to all organisations: public or private, large
or small, centralised or distributed.
Service Lines
We offer four service lines,
each providing different, but
complementary business solutions:
Education: Pink Elephant is the world’s
largest ITIL training supplier, delivering
three levels of certification: Foundation,
Practitioner, Management
ITIL Process Consulting: Using the ITIL
best-practices approach to IT Service
Management as a springboard, we provide
end-to-end solutions, from assessments to
strategic planning to implementation,
continuous improvement and beyond. Our
experienced consultants work hand-in-hand
with our customers every step of the way
ATLAS: ATLAS is the fantastic ITIL portal
containing and sustaining your corporate
ITIL knowledge. To enable IT organisations
everywhere to deploy IT Management best
practices quickly and more cost-effectively,
we have created a knowledge-management
system enabling efficient version control,
audit trails and secure access to all of our
ITIL intellectual property. ATLAS contains
all the documentation you could ever need –
including templates, roadmaps, process
maps and project plans
Conferences & Special Events: We deliver
numerous events each year, including the
world’s largest gathering of ITIL practitioners
at our Annual IT Service Management
Conference & Exhibition in North America
Toronto
Minneapolis
San Francisco
Mexico City
Sao Paulo
Sydney
Kuala Lumpur
Hong Kong
Singapore
Auckland
Johannesburg
Reading
Pink Elephant
offers services
on a global basis,
with offices in:
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ITIL Executive WorkshopA Pink Elephant senior consultant will guide your senior
management team through the ITIL Best Practice
methodology outlining the benefits to the organisation and
the business as a whole. An interactive half-day workshop
answers the questions your executive team may have
surrounding the value of implementation and how improved
IT process underpins the achievement of corporate strategy.
The day will also focus on financial returns available to the
business through investment in IT best practice, and how
ITIL contributes to overall corporate governance
requirements.
This session achieves implementation support at the
highest levels of the organisation.
ITIL OverviewA half-day workshop directed at your key business
interfaces and non-operational IT staff.
A Pink Elephant consultant will outline ITIL at a level that
allows the participants to understand the benefits of the
implementation in their day-to-day activities, and how the
introduction of best-practice process allows for a more
customer-focused interaction with IT.
This session is valuable for key users, business-unit
managers and, particularly, external, customer-facing teams.
ITIL Essentials, leading to the Foundation
Certificate in IT Service Management
A detailed introduction to the concepts, terms, definitions,
goals, benefits and relationships within the core IT service-
management processes and function, according to the ITIL
best-practice framework.
Based on principles described in ITIL’s Service Support
and Service Delivery books, this course focuses on taking a
holistic approach to IT Service Management through the use
of processes, their respective relationships, and workflows.
This course also prepares participants for the examination
leading to the Foundation Certificate In IT Service
Management, the prerequisite for the Practitioner and
Service Manager levels of ITIL certification. This 3-day
course is intended for the supporting personnel within
your IT department, specifically those that will be actually
working according to the processes and, as such, are
required to have a deeper understanding of how their work
contributes to overall best practice and the subsequent
efficiencies.
Education ServicesEducation Services
www.pinkelephant.com Register today! +44 (0) 1189 653415ITIL & IT Management Best Practices Education
ITIL Practitioner CertificationA 3-day, in-depth, process-specific course intended for
team leaders and managers responsible for the
implementation, development and ongoing improvement
of best-practice process specific to their areas of
influence. The course will allow for discussion
surrounding operational issues that can be experienced
by specific managers of process, and how to integrate
best practice between specialisms.
Courses offered at a Practitioner level include:
Incident Management / Service Desk Practitioner
Problem Management Practitioner
Change Management Practitioner
Configuration Management Practitioner
Service Level Management Practitioner
Manager’s Certificate in IT Service ManagementAn IT Service Manager requires knowledge and skills
over a diverse range of activities. Ensuring that your
organisation is focused on customer service, by
adopting a systematic approach to the support and
delivery of IT service, is paramount.
The IT Service Manager Programme will address the
knowledge needed to improve the credibility and
effectiveness of the IT service. The programme will
address generic issues such as gaining commitment,
implementation, measuring and reporting.
The programme provides comprehensive training for
more experienced IT personnel, and is divided into two
5-day courses (IT Service Support and IT Service
Delivery) a 1-day Review, and two 3-hour examinations
which, when completed successfully, lead to a formal
industry-recognised qualification.
This Masters-level qualification is aimed at Process
Owners, IT Managers, IT Management Consultants, IT
Project Managers and those with management
responsibilities for the Support and/or Delivery of IT
Services.
Consulting ServicesConsulting Services
STEP 1:
The Executive
Strategic
Workshop
Our expert consultants begin by
explaining ITIL and its processes.
They discuss how it assists in aligning
IT strategy with business strategy – as
well as the elements that comprise a
typical implementation. In this session,
we focus on how to take the proven
best practices of ITIL and successfully
apply them within your organisation.
STEP 2:
IT Department
Assessment
Pink Elephant Completely assesses
your entire organisation at your site.
The results assist in answering the
question: Where are we now?
STEP 3:
Project
Planning
With the results of the assessment in
hand, Pink Elephant works with you to
develop a strategic plan that aligns
people, process and technology, linking
these elements to business objectives.
After this step, you have the answer to:
Where do we want to be?
STEP 4:
Implementation
Once the strategy is developed and
approved, we execute its tactics.
As a result, you know the answer to the
question: How do we get where do we
want to be?
STEP 5:
Reassessment
Our work doesn’t stop after strategy
implementation. We continue to review
results with you to ensure IT is
continually meeting business objectives.
At this step, you receive the answer to:
How do we continue to improve?
STEP 6:
Continuous
Improvement
Strategy
Once your processes are in a state of
control, we work with you to analyze
the results and apply continuous
improvement. That’s because we
understand that business needs are
continually changing. And IT must be
in sync. So, we believe in developing
additional strategies that evolve with
the organisation.
Using the Information Technology Infrastructure Library (ITIL) best-practice approach to
IT Service Management as a springboard, Pink Elephant provides end-to-end solutions.
From assessment and strategic planning, to implementation and beyond, our experienced
consultants work hand-in-hand with you every step of the way. Together, you follow ITIL’s
process-improvement model to answer these important questions:
1 Where are we now?
2 Where do we want to be?
3 How do we get where we want to be?
4 How do we continue to improve?
As a result, you receive the measurements and analysis needed to
define your current IT department. You also discover the areas in
which you are currently successful and how to leverage those
opportunities to less mature areas of your IT business. Additionally,
Pink Elephant works with you on improvement initiatives at the
strategic, tactical and operational levels, enabling your department
to become an efficient, process-based IT-delivery organisation.
An increasing number of large enterprises are now adopting a
strategic approach, driven to a large extent by the requirements of the
business for IT to underpin overall Corporate Governance criteria as
well as business targets. In our experience, a vital element of any ITIL
implementation programme is the communication strategy that
accompanies the actual change of embedded process and the
subsequent understanding by all participants of the goals and
objectives to be achieved. This is not only applicable to the direct
practitioners of the processes, but also across business units, to
create a corporate awareness of the IT departments’ contribution to
the value chain through efficient best practice.
Most of the organisations that have embarked on an enterprise-wide
implementation have done so with the support of Pink Elephant.
As a result, Pink Elephant has amassed vast experience and
knowledge of enterprise-wide implementations, which we make
available to our customers.
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For further information on any of these events, for content, price,
dates and registration details, please visit www.pinkelephant.com
Customisable:It is possible to request a combination of course
elements and have them tailored specifically to meet
your organisation’s training requirement.
Client Focus:The lecturer can deliver the standard course, but more
attention can be paid to reviewing the local situation
specific to the individual client. Employees are in a
good position to discuss and learn together.
Business Value:The sponsor of the training programme may wish to
input from the perspective of the business value
derived from embarking upon a training course of this
nature.
Time to Educate:If staff are available to attend an in-house cours,e it
may be quicker than scheduling them individually
across available dates on a public schedule –
especially where the requirement runs across multiple
geographic locations.
Special EventsSpecial EventsIn-House EcucationIn-House Education
www.pinkelephant.com Register today! +44 (0) 1189 653415ITIL & IT Management Best Practices Education
Cost:Pricing for an in-house course is based upon the number
of attendees, with a price for up to ten or sixteen
delegates. The more delegates you put on the course,
the more cost-effective it becomes. Also note that you
do not have the travel and accommodation expense of
sixteen individuals, just the cost of one lecturer to come
to you. All-in-all, this makes for a very cost-effective
training solution.
Be advised that a suitable classroom venue will have
enough space for a U-shaped room layout, provision of
data projector, flipchart or whiteboard and sufficient
desk space for examinations conditions ie (1.5 metres
apart).
Business and IT Simulation – ‘bITs’
The ITIL Executive Workshop, ITIL Overview and ITIL
Essentials course can be delivered using a new
generation simulation ‘game’. bITs is a role play
simulation that highlights the positive impact on the
business through implementing ITIL processes.
It demonstrates how it is possible for the business to
achieve better financial returns, and shows the negative
impact on a business through not having integrated,
end-to-end IT processes.
All of our courses can be presented in-house. There are many benefits
to hosting your employee training on an in-house basis, including:
To reserve your place at any of our courses or special events, dates and
locations, or to discuss a specific training requirement you may have
with ITIL, please do not hesitate to contact us on:
Phone: +44 (0) 1189 653415
and ask for Caroline Wyatt or Alan McCarthy
Fax: +44 (0) 1189 653515
Email: [email protected]
Web: www.pinkelephant.com
TO BOOK YOUR PLACE Subscribe to PinkLink Sign up for Pink Elephant’s free
monthly e-newsletter.
Stay connected to ITIL Best Practices
and learn how to strengthen your IT
organisations performance with
informative and educational articles about:
IT Service Management
Best Practices
Tips for Implementing ITIL
IT Leadership Best Practices
To sign up visit our website at
www.pinkelephant.com
Implementing ITIL RoadmapCritical Success factors for applying the ITIL framework.
No other event provides this much focus on how to
implement processes – we’ll show you how to take the
structured approach needed to succeed!
We have assembled our ITIL trainers and consultants –
considered by many to be the best in the industry –
to provide practical, real-world experience about
implementing the integrated IT service management
framework described in ITIL.
No other event you attend this year provides this much
focus about successfully implementing ITIL processes!
We’ll show you how to take the well-structured approach
needed to succeed.
This event addresses the range of ITIL implementation
issues no matter where you are in the process: Just
starting or well on your way. There’s something for
everyone!
ITIL Supporting IT GovernanceDo your IT processes support the principles of IT
governance? With increasing focus on Corporate
Governance, IT governance has come to the fore.
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ITIL is an excellent base for driving performance and
quality improvements, and can be an integral part of a
wider quality initiative within an IT governance
framework. However, in order to achieve such benefits,
companies need to have an objective assessment of
their current IT process maturity in order to build an
improvement plan for the future. Book your place on this
seminar to discover how ITIL, the IT Service Management
framework, has revolutionised IT, and find out how to
develop a plan to apply it in your organisation. You’ll
hear from ITIL specialists and learn first-hand about
real-world implementations that are delivering
significant benefits.
Annual IT Service ManagementConferenceThe biggest annual IT Service Management event in the
world. Attend our event and we will show you how to use
the best practices found in the IT Infrastructure Library.
9 Streams, Workshops, Focus Groups, Consulting
Sessions and more combine to make this a must-visit
event for anyone involved in ITIL or IT Service
Management.
