Welcome to The ITSM Hub’s Resource Page!

We are pleased to provide a selection of IT Service Management White Papers for your benefit.

The ABC’s of Translating ITIL® & ITSM Knowledge into Results

At Pink Elephant our experience shows that IT Service Management (ITSM) projects most often fail because the required organisational and behavioural changes were not accomplished.  The tangible tasks of sending people to ITIL education classes, creating process documents, and configuring service management tools are the easy blood pressure part. To succeed, however, organisations need to …

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Developing An ITSM Training Strategy and Plan

One of the keys to a successful ITSM program is to manage the organizational change activities. Implementing new processes will require behavioural changes of the IT staff and managers, and training is a key activity to support the organisational valium change management activities. This white paper will help organisations understand the key steps to implementing …

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Scenarios for Utilising the CSI Approach

CSI is first and foremost a practice that is implemented across the organisation.  It requires a mindshift from: reactive to proactive Having a CSI Manager or team responsible for identifying improvement opportunities,  to everyone in the organisation taking on that responsibility; and Looking for people to blame, to collaborating on finding lessons learned. This paper …

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Managing Risk On ITSM Projects

Classic project risk criteria focuses primarily on the concepts of on time, on budget and with quality.  Each of these key elements is vitally important to project success. However, our experience is that most ITSM antibiotics projects fail due to people issues related to culture, organizational design, interdepartmental politics, lack of knowledge, soft stuff. This …

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Managing Complex IT Value Streams

Pink Elephant Thought Leadership White Paper Managing Complex IT Value Streams: Outcomes From The Pink Think Tank 2014 Managing-Complex-IT-Value-Streams-PTT  

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Top 5 White Papers of 2013

When establishing an IT Service Management (ITSM) improvement program, the most common questions that arise tend to be: “How do we get started? What is the goal? What critical knowledge do we need from People, Process, Product and Partners perspectives etc. This is understandable, especially, birth control since the ITSM program is a people project, …

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