NEW! Introducing Pink Elephant s Last Minute Club SAVE Up To 50%! Course Location Dates Discount. April Public Course: Public Course:

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1 PinkLINKNEWSLETTER Welcome To Another Issue Of PinkLINK This bi-monthly newsletter from Pink Elephant provides valuable information about current industry trends and updates about our products and services. Spring 2009 NEW! Introducing Pink Elephant s Last Minute Club SAVE Up To 50%! Able to mobilize quickly? If yes, then you ll be interested in taking advantage of some extra special ITIL education opportunities for public and in-house courses. Watch for s from us highlighting these offers. You can also visit our website updated regularly Friday afternoons. Pink s Last Minute Club can be accessed directly from our homepage. Course Location Dates Discount ITIL V3 Foundations Public Course: Boston, MA April 7-9 ITIL V3 Foundations On-site at your location April April ITIL Intermediate: Operational Support & Analysis ITIL Intermediate: Operational Support & Analysis How To Create A Service Catalog According To ITIL Best Practices Developing A Vision & Strategy For IT Service Management Buy one get one free 35% off the base price On-site at your location April % off the base price Public Course: April Buy one get one free On-site at your location April % off the base price Public Course: April Buy one get one free Pink Elephant is the world s #1 ITIL consulting, education and conference service provider. Check our website to learn about more ways to save on education including Team Tickets and Early Bird Discounts and get the most out of your training budget. When The Going Gets Tough... Now, more than ever, it s critical for IT managers to understand how to cut costs and add business value. Recently there have been many articles in top industry publications and websites that specifically site ITIL a must-have in these challenging economic times. Title Of Article Host Link Six Sigma, ITIL, and Other Business Processes Cut IT Costs In Lean Times SearchCIO.com gci ,00.html 10 Hot IT Jobs For 2009 Baselinemag.com Management Must-Dos In 2009 Networkworld.com html?hpg1=bn 13 Ways To Cut IT Costs Now Baselinemag.com Now/?kc=BLBLBEMNL STR4 CIOs Still Want Systems & Development Staff New Research Reveals Highest Paid IT Skills & Certifications During The Recession CIO Magazine CIO Magazine &pagtype=allchantopdate Skills_and_Certifications_During_the_Recession Shifting Priorities Wall Street Journal Doers, Dreamers & Drivers Government Technology For more details about all Pink Elephant services, visit or call PINK.

2 NEW! ITIL V3 Intermediate Courses Looking For A Deep-Dive Into ITIL? Attaining Foundation Level certification gives you only an overview of ITIL s IT Service Management model, which consists of 24 processes and 4 functions. While very worthwhile, this overview is not enough for IT professionals who are seeking deeper knowledge of how to implement ITIL. What s the next step? If you re looking for a deep-dive cross-process view of ITIL, then attend one of our new ITIL Intermediate Level courses. These 5 new courses replace ITIL V2 Practitioner courses. Each course contributes towards the credits needed to achieve ITIL Expert qualification. ITIL Intermediate: Operational Support & Analysis: The focus of this 5-day course is on Event, Incident, Request Fulfillment, Problem, and Access Management, and the functions of Service Desk, Technical, IT Operations, and Applications Management. ITIL Intermediate: Release, Control & Validation: The focus of this 5-day course is on Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Fulfillment, and Service Evaluation Management. ITIL Intermediate: Service Offerings & Agreements: The focus of this 5-day course is on Service Portfolio, Service Catalog, Service Level, Demand, Supplier, and Financial Management. ITIL Intermediate: Planning, Protection & Optimization: The focus of this 5-day course is on Capacity, Availability, IT Service Continuity, Information Security, Demand, and Risk Management. ITIL Intermediate: Continual Service Improvement: The focus of this 4-day course is on creating Return on Investment (ROI) using the CSI Model; Key activities of the Seven-Step Improvement Process; Importance of Knowledge Management in support of CSI activities; Key Measurement and Service Reporting; Keys to proper trending and analysis. The ITIL V3 Foundation Certificate is a prerequisite for all above listed ITIL V3 Intermediate courses. Check out the Schedule-At-A-Glance in this newsletter for course dates and locations, or bring us in-house to your location. And The Winner Is Since the UK s Office of Government Commerce (OGC) first introduced ITIL in the late 1980s, it has gained recognition as an international IT industry standard. Pink Elephant has worked diligently to increase awareness of the best practice framework on a global scale, and part of this effort has included introducing the ITIL certification program to North America. To further increase ITIL s recognition worldwide, Pink Elephant developed an awards program. Five awards are presented annually to individuals and organizations demonstrating a significant commitment and dedication to ITIL: ITIL Project of the Year ITIL Practitioner of the Year ITIL Case Study of the Year Innovation of the Year Pink Elephant Student of the Year Each year, award winners are announced at our annual conference, which this year was held February in Las Vegas. And the winners are: Project of the Year OhioHealth Access Management (Mary Jo McElroy accepting the award on behalf of OhioHealth) Practitioner of the Year Henry White, Director, IT Global Operations & Excellence In Operations, Cisco Systems, Inc. Case Study of the Year Pete Corrigan, VP, Infrastructure Services, Allstate Insurance Innovation of the Year Digital Fuel Service Flow v6 (Rachel Herz accepting the award on behalf of Digital Fuel) Student of the Year (tie) John Daly Cisco Systems, Inc Monica Dragan CGI Congratulations to all!

3 14th Annual International IT Service Management Conference & Exhibition Las Vegas Bellagio Hotel February 21-24, 2010 Good To Great: How To Use ITIL & ITSM To Make The Leap Early Bird Special! Act Now & Save! Visit our website for details. Attend the world s #1 ITIL event. Register now for the best and most content rich conference in the industry and take advantage of the best early bird discount anywhere, including FREE! hotel room nights. Here are just a few of the many rave reviews from 2009 attendees: This is one event I try not to miss As always, this is one of the best events that I attend on a yearly basis. The staff and speakers are always amazing. Excellent job! The presentations are always worth their weight in gold. I always come home with nuggets of information that generates ideas to implement back at the office. I always feel energized with new ammunition on my return to work. I found this to be the most valuable conference I ve attended in years Well done! Speaker Preview! Take a look at just a few of the many conference speakers that are already confirmed: Troy DuMoulin one of the industry s leading luminaries whose conference presentations are always amongst the highest rated is back to deliver many new sessions covering a wide array of subjects. Rob England aka the infamous IT Skeptic is joining us all the way from his hide-a-way in New Zealand and he has a lot to say! Never shy to voice his own, often contrary, views including the need to really have a CMDB (he calls it a dead elephant!), join him for some very spirited and thought-provoking debates. Jack Probst delivers rich, insightful presentations filled with real-world implementation experience. Always highly rated, conference attendees value his extensive knowledge about practical examples about how to go beyond just the ITIL books to achieve successful results. Kirk Weisler the one and only! Kirk is back with his high energy and big heart to deliver new sessions about team building, culture, and he ll tell the story of The Servant a fantastic tale about leadership. Russell Barrett, IT Director, BNP Paribas, North America, presents another high-powered case study. BNP Paribas ITIL journey started in 2004 and in this presentation, he ll describe why and how people are the secret weapon for success at his IT organization. Jim McKennan Dr. Jim always a highly engaging and passionate ITIL champion will tell you about the biggest mistakes IT organizations make implementing ITIL and how to avoid them. Gary Case, always a conference favorite, will use his 12 years of ITIL experience to provide lots of practical guidance about how to start ITIL projects, lead people successfully through change, create important quick wins, and keep the momentum going! The entire conference was simply fantastic: very impressive speakers, very relevant and timely topics, very good material coverage. Visit for an up-to-date view of the program and all confirmed speakers. Register Now!

4 Bring Us In-House! Bring the industry s #1 ITIL education and consulting service provider to your organization! All of Pink s courses can be presented in-house. There are many benefits to bringing Pink to your location, including: Cost and time savings The highest exam pass rates in the industry Direct access to the industry s best consultants An excellent team-building exercise A well-planned, company-specific approach to consistent knowledge building Call PINK for more information. FREE! Sample ITIL Document: How To Conduct An ITSM Process Assessment One of the first steps needed to implement ITIL processes is to conduct a process maturity assessment to determine the maturity level of individual processes. Why is this important? Find out by downloading the white paper using the link below. Pink Elephant can help you with process assessments in the following ways: Bring us on-site to conduct a process maturity assessment for you. Learn to do it yourself by taking our industry exclusive course, How To Conduct An ITSM Process Assessment, which is next presented in Chicago on May Subscribe to our online toolkit PinkSCAN and conduct your own online, 900 question, assessment for 20 processes. PinkSCAN also allows you to benchmark process maturity data against numerous organizations, and produce reports and graphs that identify gaps, helping you chart your progress. Download a FREE 58-page document at that explains everything you need to know about how and why to conduct a process maturity assessment. And, the free download also includes results of a real process maturity assessment for Incident, Problem, and Change Management for an actual organization! NEW! PinkBOOKCASE To successfully implement ITIL best practices, IT managers at all levels need to understand more than just ITSM concepts. A wide range of business knowledge is also needed. PinkBOOKCASE is an online library that accelerates the acquisition of soft skills; increases business knowledge; sharpens management and leadership acumen; and inspires professional development to support ITSM project success. The library includes 100 full-text business books and 100 quick study videos all hand-picked by Pink Elephant s own experts. To buy a subscription to PinkBOOKCASE visit FREE! Sample ITIL Document: Process Design, Procedures, Standards & Guidelines Visit our PinkATLAS Take-A-Peek site, and you ll see why our PinkATLAS subscribers feel that this extraordinary online tool contains a lot of very valuable ITIL process implementation aids and information such as documents, templates, checklists, videos, and even access to over 100 business books. Visit to get the free sample 45-page ITIL document Process Design, Procedures, Standards & Guidelines. This document, combined with the valuable ITIL process design templates from PinkATLAS, can help you jump-start your ITIL process implementation by fasttracking the design phase. Stay Connected If you re not on our e-broadcast list you re missing out! Receive immediate notifications about ITIL news and updates, special offers, Last Minute Club discounts, early bird specials and more! Also, receive immediate access to white papers and articles. To sign up, visit our website or call PINK. Featured White Paper Written by one of the world s leading ITIL authorities Pink s Troy DuMoulin The Seven Enablers & Constraints Of IT Service Management is a must-read for all IT managers engaged in ITIL implementation initiatives. The paper also includes results of research conducted of 300 IT professionals last summer. To access the document, visit Troy s blog at: pinkelephant.com/troy

5 5575 North Service Road Burlington, Ontario L7L 6M1 SAVE 50% On ITIL Education Look Inside For Details PinkLINKN EWSLETTER Spring 2009 PinkLINKN EWSLETTER Spring 2009 Announcing The 2008 ITIL Award Winners! Congratulations To OhioHealth Access Management 2008 ITIL Project Of The Year Check out all the other winners inside!

6 COURSES APRIL MAY JUNE JULY AUGUST Foundation Level Certification ITIL Service Management Essentials (V2) This course is delivered in-house only. Contact PINK for details. ITIL V3 Foundations 7 9 Boston, MA Raleigh, NC Dallas, TX Denver, CO Orlando, FL 9 11 Vancouver, BC Portland, OR Los Angeles, CA COBIT Fundamentals Practitioner/ Intermediate Level Certification ITIL Practitioner Level Courses (V2) How To Conduct An IT Service Management Process Assessment How To Create A CMDB According To ITIL Best Practices UPDATED! How To Create A Service Catalog According To ITIL Best Practices How To Define & Implement Processes According To ITIL Best Practices 8 10 NEW! ITIL Intermediate: Operational Support & Analysis Seattle, WA NEW! ITIL Intermediate: Release, Control & Validation NEW! ITIL Intermediate: Service Offerings & Agreements NEW! ITIL Intermediate: Planning, Protection & Optimization Houston, TX New York, NY These courses are delivered in-house only. Contact PINK for details NEW! ITIL Intermediate: Continual Service Improvement NEW! ITIL Process Clinic: Change Management 4 NEW! ITIL Process Clinic: Incident Management 14 San Francisco NEW! ITIL Process Clinic: Problem Management 18 Denver, CO Management/Advanced Certification Developing A Vision & Strategy For IT Service Management Los Angeles, CA The Implementation Road Map For IT Service Management V2-V3 Service Manager Bridging Course ITIL Service Manager Program Conference & Special Events Classroom: April Classroom: May 4 8 Exams: May Classroom: June 1 5 Classroom: June Exams: July Atlanta, GA Boston, MA Dallas, TX Classroom: July Classroom: July Exams: August Classroom: Aug Classroom: Aug Exams: Sept th Annual International IT Service Management Conference & Exhibition February 21 24, 2010 FREE EVENT Pink Perspective Visit our website for details on Faithful Plus & Early Bird Discounts June 8 San Francisco; June 9 Dallas; June 10 Chicago; June 15 Toronto; June 16 ; June 17 Philadelphia