Smart Kits

Why reinvent the wheel? Pink has done the thinking for you!

Welcome to Smart Kits, Pink Elephant’s newest approach to sharing expert guidance – helping to translate knowledge into results. Each of our Smart Kits contain valuable resources to start, improve or optimize your IT and business projects and are designed to provide you with specific guidance.

To get started, look below for all the different smart kits and documents that are provided with every smart kit. As an introduction you can access the “Getting started with ITSM” for FREE. Once you purchase a Smart Kit through our website, you’ll be able to access its content through your online account.

See the video for more information, and if you have any question you can always contact us!

Getting started with ITSM – FREE

Learn how to ‘eat the elephant one bite at a time’! Implementing best practices can be a daunting task. You need to get it right from the beginning. This kit helps you determine where to start and how to adopt a fit-for-purpose approach.

Pricing & what is included?

Pricing: FREE!

Read Me First
  Getting Started – Getting Started With ITSM

General Guidance
  A Checklist For ITSM Program Success – Top 10 Considerations: A Thought Leadership White Paper which provides a summary of key considerations to ensure successful ITSM program outcomes.

  Program Charter: Program Charter template for ITSM roadmap planning.

  Implementing ITIL: A presentation about making an ITIL implementation real.

  Planning for & Assessing an ITSM Program: A Health Check for ITSM Program Success.

  Process Implementation Strategy: Key considerations for an implementation project.

  Benefits Of ITIL: Contains example ROI and other information that can be used to help sell the idea of ITIL and its benefits (a white paper).

  Selling ITIL: Guidance about preparing and building a case to gain internal commitment to promoting ITIL.

  Art of Building a Successful ITSM Process Design Team: Guidance on the importance of having stakeholders involved with process design to establish ownership,buy-in,and adoption.

  Developing A Quality Driven Measurement Framework: A white paper describing an approach for how IT can measure performance through metrics that are designed to facilitate decision-making,and improve performance and accountability.

  Employee Compliance: Encouraging and assuring employee compliance with process and control policies. (Audio and visual)

  How To Conduct An ITSM Process Assessment: A step–by–step description of the procedure for assessing ITSM Process Maturity and Integration.

  ITIL Key Performance Indicators: Explains the importance of measurements and metrics (a presentation).

  Process Ownership The Key to Process Success: Process Owner roles and mapping them to performers.

  Attitude,Behavior,Culture and ITSM: ITSM projects most often fail because the required organizational and behavioral changes were not accomplished. This Thought Leadership White Paper briefly describes the reasons that Attitude,Behavior and Culture (ABC) must be addressed when establishing an ITSM practice.

How to prepare for Organizational Change – USD 495

Many companies forget to address the people side of change and hear a loud collective groan every time a ‘change’ is introduced. Organizational Change Management is required to effectively support a transformation within your organization. This kit provides direction for how to successfully adopt new business processes.

Pricing & what is included?

Pricing: USD 495 | MYR 1,995 | SGD 695 | 3,195

Read Me First
  Getting Started – Prepare For Organizational Change

 

General Guidance
  Organizational Change Plan: Organizational Change Plan template for ITSM roadmap planning.

  Training Plan: Training Plan template for ITSM roadmap planning.

  5 Tips For Cementing Organizational Change: Presentation providing five valuable tips for ensuring your organizational change efforts “stick” and remain successful.

  Assessing Change Readiness: 1. Participant Survey: Used to obtain stakeholder perceptions of the organization regarding change programs / projects of a similar size and scope using 22 factors across strategic, program, project and operational risk categories.

  Assessing Change Readiness: 2. Results Spreadsheet: Captures the results of the participant surveys so they can be visualized and analyzed.

  Assessing Change Readiness: 3. Risk Log: Provides a way for program leaders to document the real and compelling risks identified through the survey and facilitate the communication,prioritization,management and monitoring of the risks.

  Assessing Change Readiness: 4. Administration Guide: Guidance for administering the participant survey,processing the survey results and using the risk log.

  Communicating Change – 5 Tips For IT Leaders: A white paper providing five useful tips that IT leaders can use to plan and manage change in a way that is balanced,credible,engaging,and ultimately leads to a shared commitment to the change.

  Cultural Change – The Kotter Approach: Dr. Kotter’s recommended approach to conducting organizational culture change. (Audio,13 min.)

  Resistance Management Plan: Description of the some of the best methods for communicating and therefore implementing organizational change.

  Organizational Change and Communication: What types of resistance will you encounter when implementing a change initiative? This document will help you prepare and plan for any resistance you may face.

 

Supporting Guidance
  7 Enablers for ITSM Expanded – Organizational Change

  Process Implementation Equals Organizational Change

  Mastering the Human Response to Change: From Denial to New Beginnings

  The Yellow Brick Road & The Effective Organizational Change Manager

Setting up Problem Management – USD 795

Give me a solution NOT just a problem! Sound familiar? Problem Management continues to be an under-utilized process for organizations seeking to mitigate business impact and create higher value through the delivery of services. Recognizing that establishing a Problem Management process requires some heavy lifting; this Smart Kit is a key accelerator for establishing and implementing a healthy, structured Problem Management process. THE solution to your problems with Problem Management! This Smart kit includes key project and process templates for initiating a Problem Management process. In addition to these templates, resources include guidance on assessing current state, key integrations with other processes, and tool requirements to support the process. With this Smart Kit, own your problems, not the other way around!

What is included?

Pricing: USD 795 | MYR 3,395 | SGD 995 | 6,195

 

Project Template

  PM Implementation Plan: Guidance for process design and adoption.

  PM Project Charter: Summarizes the business,management and financial aspects of a project including but not limited to scope,objectives,benefits and risks.

  PM Process Development Kick Off: Presentation providing a high level overview of the process, along with the process development project structure.

  PM Project Roles: Defines the roles associated with the process design and implementation.

  PM Project Work Breakdown Structure: Example process implementation activities and work breakdown structure.

Process Template

  1. PM Overview: This document provides a general overview of the organization’s process in terms of its goals, objectives, scope, benefits, key terms, roles and responsibilities. It should be used first to establish the overall dirction of the process. Once completed move on to the High Level design template.

  2. PM High Level Design: Upon defining the process goals and objectives this document should be used to define a high level view of the organization’s process. Also defined here are process policies, and key process integrations points with other Service Management Processes. Following the completion of this document it is recommended that you begin the design of the detailed process, leveraging the detailed process design template and the process diagrams.

  3. PM Detailed Design: This document provides a detailed view of the function’s procedures including purpose, policy, inputs, outputs, work instructions, metrics and controls for the predefined process workflow. It should be used to model the defined and agreed activities of the process as applicable within your organization.

  4. PM Management Information: Describes the reporting structure of the process for the organization and proposed reports built using a number of building blocks. These building blocks are organized along the lines of CSFs and KPIs. The structure of the main document is according to report audience. It will answer questions as to: Who will receive which reports when and why.

  5. PM Process Flow Diagrams: Visio® (.vsd) diagrams of the process workflow found within the PM process templates. This document should be used to begin planning and refining the expected PM process workflow.

Supporting Guidance

  Categorization Model: Provides information to formally identify and group logical records and configuration items by type,in order to map the process to the technology infrastructure.

  PinkVERIFY Problem Management Tool Requirements: Contains a questionnaire on the tool requirements as they pertain to the process.

  Problem Management Benefits: Brief overview of Problem Management benefits to practicing organizations. (Audio)

  Problem Management Process Health Check: A quick health check for the Problem Management process which looks at process concepts, controls, enablers and integration points to help identify specific action items.

  Problem Process Interaction Model: Diagram of Transactions Exchanged Between Problem Management And Other Processes.

  Process Assessment Checklist and Action Plan: Used to document current status of process elements compared to best practice expectations and identify process gaps and corresponding opportunities for improvement.

  Process Measurement Template: Guidance for identifying measurements that can be implemented in order to measure the effectiveness of the Problem Management process and drive process improvements.

Establishing Service Catalogs & SLAs – USD 795

Defining and managing services is vital to a Service Management implementation. This kit provides the tools, direction and approach to effectively manage services and Service Level Agreements (SLA) using Service Portfolio Management, Service Level Management and Service Catalog Management best practices.

What is included?

Pricing: USD 795 | MYR 3,395 | SGD 995 | 6,195

 

Read Me First
  Getting Started – Establishing Service Catalogs & SLAs

Project Template
  SPM Implementation Plan
Guidance for process design and adoption.

  SPM Process Development Kick Off: Presentation providing a high level overview of the process, along with the process development project structure.

  SPM Project Charter: Summarizes the business,management and financial aspects of a project including but not limited to scope,objectives,benefits and risks.

  SLM Implementation Plan: Guidance for process design and adoption.

  SLM Process Development Kick Off: Presentation providing a high level overview of the process, along with the process development project structure.

  SLM Project Charter: Summarizes the business,management and financial aspects of a project including but not limited to scope,objectives,benefits and risks.

  SCM Implementation Plan: Guidance for process design and adoption.

  SCM Process Development Kick Off: Presentation providing a high level overview of the process, along with the process development project structure.

  SCM Project Charter: Summarizes the business,management and financial aspects of a project including but not limited to scope,objectives,benefits and risks.

Process Template

  1. SPM Overview: This document provides a general overview of the organization’s process in terms of its goals, objectives, scope, benefits, key terms, roles and responsibilities. It should be used first to establish the overall dirction of the process. Once completed move on to the High Level design template.

  2. SPM High Level Design: Upon defining the process goals and objectives this document should be used to define a high level view of the organization’s process. Also defined here are process policies, and key process integrations points with other Service Management Processes. Following the completion of this document it is recommended that you begin the design of the detailed process, leveraging the detailed process design template and the process diagrams.

  3. SPM Detailed Design: This document provides a detailed view of the function’s procedures including purpose, policy, inputs, outputs, work instructions, metrics and controls for the predefined process workflow. It should be used to model the defined and agreed activities of the process as applicable within your organization.

  4. SPM Management Information: Describes the reporting structure of the process for the organization and proposed reports built using a number of building blocks. These building blocks are organized along the lines of CSFs and KPIs. The structure of the main document is according to report audience. It will answer questions as to: Who will receive which reports when and why.

  5. SPM Process Flow Diagrams: Visio® (.vsd) diagrams of the process workflow found within the SPM process templates. This document should be used to begin planning and refining the expected SPM process workflow.

  1. SLM Overview: This document provides a general overview of the organization’s process in terms of its goals, objectives, scope, benefits, key terms, roles and responsibilities. It should be used first to establish the overall dirction of the process. Once completed move on to the High Level design template.

  2. SLM High Level Design:Upon defining the process goals and objectives this document should be used to define a high level view of the organization’s process. Also defined here are process policies, and key process integrations points with other Service Management Processes. Following the completion of this document it is recommended that you begin the design of the detailed process, leveraging the detailed process design template and the process diagrams.

  4. SLM Management Information: Describes the reporting structure of the process for the organization and proposed reports built using a number of building blocks. These building blocks are organized along the lines of CSFs and KPIs. The structure of the main document is according to report audience. It will answer questions as to: Who will receive which reports when and why.

  5. SLM Process Flow Diagrams: Visio® (.vsd) diagrams of the process workflow found within the SLM process templates. This document should be used to begin planning and refining the expected SLM process workflow.

  1. SCM Overview: This document provides a general overview of the organization’s process in terms of its goals, objectives, scope, benefits, key terms, roles and responsibilities. It should be used first to establish the overall dirction of the process. Once completed move on to the High Level design template.

  2. SCM High Level Design: Upon defining the process goals and objectives this document should be used to define a high level view of the organization’s process. Also defined here are process policies, and key process integrations points with other Service Management Processes. Following the completion of this document it is recommended that you begin the design of the detailed process, leveraging the detailed process design template and the process diagrams.

  3. SCM Detailed Design: This document provides a detailed view of the function’s procedures including purpose, policy, inputs, outputs, work instructions, metrics and controls for the predefined process workflow. It should be used to model the defined and agreed activities of the process as applicable within your organization.

  4. SCM Management Information: Describes the reporting structure of the process for the organization and proposed reports built using a number of building blocks. These building blocks are organized along the lines of CSFs and KPIs. The structure of the main document is according to report audience. It will answer questions as to: Who will receive which reports when and why.

  5. SCM Process Flow Diagrams: Visio® (.vsd) diagrams of the process workflow found within the SCM process templates. This document should be used to begin planning and refining the expected SCM process workflow.

  6. SCM Data Design Template: Data Entity Relationship Diagram and Data Entity definitions.

Supporting Guidance

  A Practical Approach To Implementing Service Level Management: A white paper which discusses key activities and quick wins that provide a practical approach to implementing Service Level Management.

  PinkVerify Service Level Management Tool Requirements: Contains a questionnaire on the tool requirements as they pertain to the process.

  Anatomy Of A Service: A Practical Guide To Defining IT Services.

  Defining,Modeling and Costing IT Services: A white paper that examines integrating Service Catalog,Configuration and Financial Management Processes.

  PinkVerify Service Catalog Management Tool Requirements: Contains a questionnaire on the tool requirements as they pertain to the process.

  PinkVERIFY Service Portfolio Management Tool Requirements: Contains a questionnaire on the tool requirements as they pertain to the process.

  Service Management Strategies That Work — Guidance For Executives: This book provides you with crucial thought leadership about fundamental and strategic approaches to IT Service Management. This is a not–to–be missed read if your organization is transitioning to a service–based orientation.

  Practitioner Radio Episode 13 – Service Portfolio Management

  Practitioner Radio Episode 41 – The Evolution & Children of Service Level Management

  Practitioner Radio Episode 3 – Service Level Management and SLAs

  IT Service Catalog Examples

How To Establish A Knowledge Management Process – USD 795

Managing knowledge is about ensuring the right information is available for the right person at the right time. This enables informed decision making at all levels of IT from the Service Desk through to IT leadership. To capitalize on effective information sharing, establishing a Knowledge Management practice should be a key activity for IT organizations. The contents of this Smart Kit provides a starting point for establishing a Knowledge Management practice and includes both project and process design templates along with supporting guidance on Knowledge Center Support skills and roles.

What is included?

Pricing: USD 795 | MYR 3,395 | SGD 995 | 6,195

 

Project Template

  KM Implementation Plan: Guidance for process design and adoption.

  KM Process Development Kick Off: Presentation providing a high level overview of the process, along with the process development project structure.

  KM Project Charter: Summarizes the business,management and financial aspects of a project including but not limited to scope,objectives,benefits and risks.

  KM Project Roles: Describes the roles associated with the process design and implementation.

Process Template

  1. KM Overview: Provides a general overview of the organization’s process in terms of its Purpose & Objectives, Scope, Benefits, Key Terms & Definitions and Roles & Responsibilities.

  2. KM High Level Design: Provides a High Level view of the organization’s process,declares process policies,and includes touch points with other Service Management Processes identifying process inputs and outputs that are necessary for successful process operations. Based on ITIL 2011 edition.

  3. KM Detailed Design: Provides a detailed view of the organization’s process including the purpose,policy,inputs and outputs and the work instructions for the associated activities of the process. Based on ITIL 2011 edition.

  4. KM Management Information: Describes the reporting structure of the process for the organization,the proposed reports organized along the lines of CSFs and KPIs,and who will receive which reports,when and why.

  5. KM Process Flow Charts: Contains the Visio® (.vsd) flow charts used in the process templates. Based on ITIL 2011 edition.

Supporting Guidance

  A DIKW Primer: An in depth exploration of the DIKW Model and its application in Knowledge Management.

  Knowledge Centered Support Roles & Skills: Supplemental guidance for the roles involved with Knowledge Centered Support (KCS) and the skills that are required on an on-going basis.

  People Continually Come & Go In IT: Provides considerations for retaining key ITSM knowledge through developing a Knowledge Retention strategy.

How to get started with Business Relationship Management – USD 795

Business Relationship Management (BRM) is a critical success factor in today’s IT Service Management world. This Smart Kit provides key resources to establish a BRM project, leveraging key project management templates and enabling rapid process design using Pink Elephant’s BRM process templates.

What is included?

Pricing: USD 795 | MYR 3,395 | SGD 995 | 6,195

Project Template
  BRM Implementation Plan: Guidance for process design and adoption.

  BRM Process Development Kick Off: Presentation providing a high level overview of the process, along with the process development project structure.

  BRM Project Charter: Summarizes the business,management and financial aspects of a project including but not limited to scope,objectives,benefits and risks.

  BRM Project Roles: Defines the roles associated with the process design and implementation.

  BRM Project Work Breakdown Structure: Example process implementation activities and work breakdown structure.

  1. BRM Overview: This document provides a general overview of the organization’s process in terms of its goals, objectives, scope, benefits, key terms, roles and responsibilities. It should be used first to establish the overall dirction of the process. Once completed move on to the High Level design template.

  2. BRM High Level Design: Upon defining the process goals and objectives this document should be used to define a high level view of the organization’s process. Also defined here are process policies, and key process integrations points with other Service Management Processes. Following the completion of this document it is recommended that you begin the design of the detailed process, leveraging the detailed process design template and the process diagrams.

  3. BRM Detailed Design: There is not a generic detailed design template for this process. An effective detailed design for this process is highly dependent on each organization’s approach to the process.

  4. BRM Process Flow Diagrams: Visio® (.vsd) diagrams of the process workflow found within the BRM process templates. This document should be used to begin planning and refining the expected BRM process workflow.

Setting up IT Asset Management

If financial tracking and compliance with licensing for hardware and software assets is keeping you up at night, no need to continue losing sleep! This kit provides the key building blocks needed to accelerate your design or improve your IT Asset Management (ITAM) process.

What is included?

Pricing: USD 795 | MYR 3,395 | SGD 995 | 6,195

Read Me First

  Getting Started – KickStart Your ITAM Process

Project Template

  ITAM Implementation Plan: Guidance for process design and adoption.

  ITAM Process Development Kick Off: Presentation providing a high level overview of the process, along with the process development project structure.

  ITAM Project Charter: Summary of the business,management and financial aspects of a project including but not limited to scope,objectives,benefits and risks.

Process Template
  1. ITAM Overview: This document provides a general overview of the organization’s process in terms of its goals, objectives, scope, benefits, key terms, roles and responsibilities. It should be used first to establish the overall dirction of the process. Once completed move on to the High Level design template.

  2. ITAM High Level Design: Upon defining the process goals and objectives this document should be used to define a high level view of the organization’s process. Also defined here are process policies, and key process integrations points with other Service Management Processes. Following the completion of this document it is recommended that you begin the design of the detailed process, leveraging the detailed process design template and the process diagrams.

  3. ITAM Detailed Design: This document provides a detailed view of the function’s procedures including purpose, policy, inputs, outputs, work instructions, metrics and controls for the predefined process workflow. It should be used to model the defined and agreed activities of the process as applicable within your organization.

  4. ITAM Management Information: Structure of the process reports for performance against CSFs and KPIs. Addresses audience,format,level of detail,reporting interval,drill-down,extent of analytical text,value to governance processes,etc.

  5. ITAM Process Flow Diagrams: Visio® (.vsd) diagrams of the process workflow found within the ITAM process templates. This document should be used to begin planning and refining the expected ITAM process workflow.

Supporting Guidance

  Asset Lifecycle Management Plan: Guidance on developing a profile for documenting assets,aligning them to business functions,controlling asset risk and regular reviews of asset information.

  Asset Lifecycle Management Plan: Guidance on developing a profile for documenting assets,aligning them to business functions,controlling asset risk and regular reviews of asset information.

  Process Assessment Checklist and Action Plan: Used to document the current status of process elements compared to best practice expectations to identify process gaps and corresponding opportunities for improvement.

  Practitioner Radio Episode #56 – IT Asset Management

  PinkVerify Asset Management Tool Requirements