Industry Challenges in Claims Management
Understanding the challenges in Claims Management is the first step towards determining the means to meet them. The South African industry shares many of the global issues in claims management but has a few challenges of its own… read more
Nine Considerations for Licensing a New ITSM Solution
In a crowded market of IT service management solutions, it can be easy to find a potential solution that meets your feature and functional requirements. Conversely, it can be difficult to calculate and understand the hard and soft… read more
Agile: A Mindset as Well as a Framework
Agile Service Management involves adapting Agile and Scrum principles to IT Service Management (ITSM) processes, with a focus on improving flexibility and efficiency. The Agile Manifesto, often seen as contradicting ITSM practices, actually complements them by emphasising “just… read more
ITIL 4 Specialist: Drive Stakeholder Value – The Seven Steps of the Customer Journey
ITIL 4 Specialist: Drive Stakeholder Value Business exists to create value. But value that’s created or deployed within a vacuum is rarely successful. In today’s digitised business climate, there is little room for error – if you get… read more
Outsourcing IT Services
When outsourcing IT support services, it’s important to consider two key factors that often lead to dissatisfaction: offshore service desks and providers whose focus is primarily on technical solutions, rather than service delivery. Offshore outsourcing can negatively impact… read more
An Effective Self-Service Portal
To optimise IT self-service, it’s crucial to have a well-designed portal that’s easy to access and navigate. Around 60% of issues can be resolved through self-service, reducing the need for email and phone support. Essential features include: By… read more
IT Service Improvement Case
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ITSM Self-Service Whitepaper
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IT Service Management Guide for Remote Workforce Enablement
IT Service Management Guide: Enabling a Remote Workforce As organisations shift to a more remote workforce, the role of IT service management (ITSM) becomes even more critical. Enabling a seamless remote work environment requires the right blend of… read more
Lean IT Kaizen Helps Your Organisation Thrive
Lean IT: Driving Continuous Improvement in IT Lean IT originated from Lean manufacturing principles, particularly the Toyota Production System, and focuses on applying continuous improvement to IT services. The core concept of Kaizen, which means “change for the… read more