PinkMasterClass Series

“An amazing experience – very much worth my time and investment. Jennifer is simply one of the most knowledgeable ITSM experts I have ever met.”

Attend this session to understand what ‘process management’ really means! Jennifer will take you through numerous key learning points not taught by any other training supplier about what it really takes to establish and manage a highly effective problem management process.

Part 1: Jennifer will use content taken from Pink Elephant’s certification course, integratedITSM™ Essentials to describe what IT service management is and how it enables business value. Followed by a review of what is a ‘process’ is and its many components, she will also provide an overview of the key IT service management processes and capabilities that are considered must-haves for any IT organization. There will then be a discussion about process management and a review of the building blocks for effectively establishing and managing the specific process featured in the workshop.

Part 2: This includes a review of the concept of process maturity. There will be an explanation of CMMI (Capability Maturity Model Integration), which consists of five levels and was developed at Carnegie-Mellon University. There will also be a discussion about each of the five levels and their relevance to process management.

Part 3: Jennifer will walk attendees through a multi-question assessment specifically for problem management by using Pink’s assessment approach and questionnaire taken from PinkSCAN™, Pink’s IT service management assessment tool. This is based on the CMMI model described in part two.

Jennifer is one of the industry’s most experienced and knowledgeable IT service management consultants. With over 25 years of experience, she has helped numerous IT organizations “get it right”. As Jennifer walks attendees through the concepts of process maturity and the problem management process assessment, she will share many valuable insights and do’s and don’ts based on her very deep pockets of real-world experience.

“I loved this session so much that I’m bringing Troy in to deliver it to my entire management team.”

Taken in part from the content in Pink’s Lean IT Leadership certification course, Troy will explore the use of key leadership models and team structures that are successfully used to increase velocity while at the same time reducing errors and downtime even in an environment with immature processes.

Value is created by process, but process is impacted by and highly dependent on effective leadership, team structures, trust-based environments, and outcome-based performance management systems. Traditional highly directive leadership models can execute and are effective in situations of crisis and replication. They can also easily create silos, produce dependence, stifle innovation, and create bottlenecks when leading for innovation or in situations that require organizational resilience and agility. Building on the principles of Lean leadership, organizations that are adopting Agile concepts have realized that traditional top-down organizational structures are not designed to adapt and flex quickly to meet changing business needs. Instead, they are experimenting with product-oriented cross-functional teams for both development and support. The agenda includes the following major topics:

• Understanding leadership styles and theories
• Applying the Lean principle of first-time right and shift left
• Self-managing versus self-governing teams
• Cross-functional team structures and models
• Teaming approaches that create a culture of accountability for results and CSI
• Cascading strategic goals down to team and individual performance objectives

With close to 30 years’ industry experience, Troy is one of the most respected and experienced IT service management and Lean IT experts in the world. Author of many books, articles, and blogs, he is a favorite and much sought-after speaker, trainer, and consultant.

“Excellent! I wish I had taken this type of workshop many years ago – I get it now! And I really appreciated the many real-world non-theory examples Matthew shared.”

Part 1: Matthew will use content taken from Pink Elephant’s certification course, integratedITSM™ Essentials to describe what IT service management is and how it enables business value. Followed by a review of what is a ‘process’ is and its many components, he will also provide an overview of the key IT service management processes and capabilities that are considered must-haves for any IT organization. There will then be a discussion about process management and a review of the building blocks for effectively establishing and managing the specific process featured in the workshop.

Part 2: This includes a review of the concept of process maturity. There will be an explanation of CMMI (Capability Maturity Model Integration), which consists of five levels and was developed at Carnegie-Mellon University. There will also be a discussion about each of the five levels and their relevance to process management.

Part 3: Matthew will walk attendees through a multi-question assessment for change management using Pink’s assessment approach and questionnaire taken from PinkSCAN™, Pink’s IT service management assessment tool. This is based on the CMMI model described in part two.

With close to 30 years’ industry experience, Matthew’s IT service management knowledge and implementation experience includes roles as a senior IT operations director as well as as a principal consultant who has helped a multitude of CIOs and organizations with process improvement initiatives. As he takes attendees through how to establish a highly effective change management process, Matthew will share many valuable here’s-how-to-really-do-it insights based on his highly experienced background.

“This is one of the best leadership sessions I have ever attended in my entire IT career.”

This interactive session is based in part on the best-selling book, The Leadership Challenge: How to Make Extraordinary Things Happen in Organizations, and Pink’s certification course IT Business Leader. Through a series of learning exercises, attendees will have an opportunity to examine five leadership principles: model the way; inspire a shared vision; challenge the process; enable others to act; and encourage the heart. Jack will discuss how to apply these directly to your organization’s IT projects and processes, and he’ll provide numerous examples for each of the five elements based on his own vast and very deep business experience that includes roles as a senior IT leader for a Fortune 500 financial firm and over two decades as a principal consultant helping a multitude of CIOs and their organizations with strategic and practical subject matter expertise.