Technical Management in ITSM
Technical Management in IT Service Management (ITSM) Technical Management in ITSM refers to the departments or teams that manage an organisation’s IT infrastructure, ensuring that technical knowledge, resources, and skills are available to support the business. It plays… read more
Service Desk KPIs and Metrics: A Guide
Establish the Right ITSM Metrics for Your Team and Business ITSM metrics and KPIs are essential for aligning your service desk with both team goals and broader business objectives. Choosing the right metrics ensures operational efficiency and business… read more
Ten ITIL 4 Benefits for Organisations
In today’s fast-paced digital era, organisations must constantly adapt to maintain competitiveness. For over 40 years, ITIL® has been a vital IT service management framework for driving business value. At Pink Elephant, we specialise in ITIL 4, which… read more
Service Catalogue
A service catalogue is an organised and curated collection of any and all business and information technology-related services that can be performed by, for, or within an enterprise.
PRINCE2 Principles
PRINCE2 is to provide a project management method than can be applied regardless of project scale, type, organisation, geography or culture. This is possible because of the fact that PRINCE2 is principles-based.
ITIL 4 Managing Professional Certification Stream
ITIL 4 Managing Professional Certification Stream: Your Path to ITSM Mastery The ITIL 4 Managing Professional stream offers IT service management professionals a robust pathway to deepen their expertise beyond the Foundation level. This stream consists of four… read more
Availability Management
The continued advances in IT technology design have resulted in significant improvements in the availability and reliability of the IT Infrastructure. Fault-tolerant and error correction design features in hardware and software now reduce the risk of IT component… read more
Configuration Management Database – CMDB
The Configuration Management Database (CMDB) is updated and referred to throughout the Release Management process concurrently with updates to the DSL. It should contain the following information in support of the Release Management process
Capacity Management Process
Capacity Management consists of a number of sub-processes, of which there are various activities. In carrying out this work, the Capacity Management process is assisted by individuals with specialist knowledge in particular areas of technology.
Escalation Management
Escalation management is used everywhere within IT Service Management and is also part of ITIL recommendations for organisations. Escalation processes can ensure that unresolved problems don’t hang around