Webinars
Troy’s Secret Strategies for IT Success through the Service Catalog
Troy DuMoulin
Vice President, Research and Development
Pink Elephant
Date: Wednesday May 8, 2024
Time: 12:00pm New York | 5:00pm London
The service catalog plays a crucial role in IT service management because it serves as a critical reference that describes all the products and services offered by IT or other departments. An attendee who participated in Pink’s Service Catalog Specialist certification course made this very bold and insightful statement “It seems to me that an organization’s successful adoption of a service management model is dependent upon and linked to the existence and/or maturity of their service catalog!”
It is hard not to acknowledge the accuracy of this statement. Many of the best practices we discuss as critical to IT service management rely on the ability of an IT service organization to describe its value proposition related to the products and services it provides to its customers.
While a service or request catalog is a step toward this goal, it typically reflects only a small subset of overall services provided to business customers and is limited in its effectiveness in moving the conversational needle from IT as a cost center to IT as a strategic business partner.
Join Troy, one of the world’s foremost ITSM and service catalog experts, in this very insightful webinar as he describes strategies for how organizations can establish, expand, and improve their service catalog from an initial request catalog to a holistic and value-based service catalog.
Navigating the Future of ITSM with AI
Facilitator:
David Ratcliffe
President
Pink Elephant
Panelists:
Troy DuMoulin
Vice President, Research and Development
Pink Elephant
Gonzalo Sainz-Trápaga
Co-founder & Chief Revenue Officer
InvGate
Siddharth Gowdhaman
ITSM Evangelist
ManageEngine
Travis Greene
Senior Director of ITOM Product Marketing
OpenTEXT
Date: Wednesday May 15, 2024
Time: 12:00pm New York | 5:00pm London
A not-to-be-missed webinar!
How will artificial intelligence (AI) trends shape our business environment, specifically ITSM? This question is critical as AI plays an increasingly pivotal role in our social, business, and digital lives.
In this industry-exclusive webinar, David is joined by a panel of ITSM and AI authorities to discuss key considerations for how ITSM leaders and practitioners can navigate the challenges and opportunities AI presents. David and his panelists will explore all sides of AI and ITSM including upskilling, leadership, tool development, and process management. Bring your questions and join in to hear their insights about the latest research and trends. This is a very unique opportunity to hear from four of the most knowledgeable experts in the industry!
Using the 20/20 Model For Effective Leadership and Successful Organizational Change
Robin Hysick
Senior IT Management Consultant
Pink Elephant
Date: Thursday, May 23, 2024
Time: 12:00pm New York | 5:00pm London
Successful day-to-day leadership is about being an effective communicator, an inspirational and visible leader of people, and it is also about addressing the all-important (but often forgotten!) component of culture. These are all even more critical when leading organizational change.
If you are a manager at any level of your IT organization who is currently leading any aspect of a change (and today, it’s an ongoing occurrence!), understanding a formal change model is a must-know, not a nice-to-know. In this not-to-be-missed webinar, Robin takes you through the 20/20 change model, which is comprised of guidance based on our own vast implementation experience, along with more traditional and relevant academic teachings.
This overview is taken from the content that is part of Pink’s certification course, Organizational Change Management, and is part of PDC’s integratedITSM™ designation scheme.
Robin holds multiple industry certifications and has an MBA in organizational behavior. She is an ITSM Hall of Fame award recipient with more than 30 years of industry experience and is highly regarded as one of the world’s most knowledgeable ITSM experts.
Troy’s Secret Lean IT Strategies for Improving ITSM Performance
Troy DuMoulin
Vice President, Research and Development
Pink Elephant
Date: Thursday, May 30, 2024
Time: 12:00pm New York | 5:00pm London
Troy is one of the world’s foremost and respected IT service management experts and a Lean IT author.
Lean thinking and practice have significantly influenced all modern IT management frameworks, making it a crucial factor in enabling integrated IT service management. Originally derived from the manufacturing industry, these principles have been successfully applied to all industries to support prioritized waste elimination, continuous improvement, and focused value creation.
However, while many IT management models endorse continuous improvement, Lean also offers specific approaches and practical techniques. One example of this is the kaizen event that includes the activity of value stream mapping. While value stream mapping is a popular way to visualize and identify improvement opportunities, it is best applied within the context of a holistic problem-solving process. Lean/Six Sigma Kaizen events consist of five phases starting with a problem statement and progressing toward embedded improvement implementation.
Join Troy in this informative webinar where he will position and share Lean continuous improvement techniques such as:
- Enabling integratedITSM™ with Lean best practices
- Applying Lean principles for effective problem-solving
- Following the full DMAIC process for sustainable improvement
- Value stream mapping and targeted process improvement
Effectively using these related techniques can help organizations establish and sustain improvements to streamline operations, minimize unnecessary complexity, and elevate customer satisfaction to new heights.
This overview is taken from the content that is part of Pink’s certification course, Lean IT Essentials, and is part of PDC’s integratedITSM™ designation scheme.
Past Webinars
Charlie Miles, Principal IT Management Consultant, Pink Elephant
George Spalding VP & Executive Consultant, Pink Elephant
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Graham Furnis, IT Management Consultant, Pink Elephant
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Charlie Miles, Principal IT Management Consultant, Pink Elephant
George Spalding, VP & Executive Consultant, Pink Elephant
Vanessa Kornborg, IT Management Consultant, Pink Elephant