WHAT’S NEW?

Look Inside.

Pink Elephant®

is leading the

way with many

new ITIL® and

IT Service

Management

Consulting and

Education services.

WHAT’S NEW?

Look Inside.

Pink Elephant®

is leading the

way with many

new ITIL® and

IT Service

Management

Consulting and

Education services.

Catalog of ServicesJuly To December 2006

®

ABOUT PINK ELEPHANT

Pink Elephant leads the way in ITIL and IT Service

Management best practices by offering a series of courses,

conferences and consulting services to help you make the

transition from a technology department to a true business

support function.

We are proud of our commitment to the ITIL best practice framework andhave been involved with the “ITIL Project” since its inception in 1987. Infact, we are acknowledged worldwide as The ITIL Experts, having trainedmore people (over 90,000) and also having performed more ITILimplementations (many on a global scale), than any other organization.And, we’ve also made a major contribution to the ITIL books.

We've even trained our competition! Indeed, many IT professionalservices organizations have used our education and consulting services toset up their own ITIL practices.

Pink Elephant offers services on a global basis.

Headquartered in Toronto, we have offices all over the world to supportyour IT organization's business excellence initiatives:

Australia> Sydney

Brazil> São Paulo

Canada> Toronto

Malaysia> Kuala Lumpur

Mexico> Mexico City

New Zealand> Auckland

Greater China> Hong Kong> Shanghai

Singapore

South Africa> Johannesburg

United Kingdom> London

United States> Chicago> Dallas> Minneapolis> Philadelphia> San Francisco

Education: Pink Elephant is the world's largest andleading ITIL training provider delivering three levels of certification: Foundation, Practitioner, and Management.

What's New?

> COBIT Essentials> ITIL Practitioner: Service Desk, Incident &

Problem Management > Webcasts

Pages 4-11

Conferences & Special Events: We delivernumerous events each year including the world'slargest gathering of IT practitioners at our annual ITService Management Conference.

What's New?

> 11th Annual IT Service Management Conference & Exhibition

> IT Governance 2006

Pages 12-19

ITIL Implementation Guidance: Using the ITILbest practices framework for IT Service Management asa springboard, we provide end to end solutions. Fromassessments, to strategic planning, to implementation,our experienced consultants work hand in hand withyou every step of the way.

What's New?

> PinkReady> PinkVerify

Pages 20-22

ATLAS: Our new “Consultant In A Box”; an onlineknowledge management system with over 1,000documents providing immediate, end to end access toexpertise, tools, data, templates and more! This hostedservice can be the driving force behind your IT ServiceManagement improvement plan.

What's New?

> More IT Service Management documents andtemplates (over 1,000 available)

Pages 23-25

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Pink Elephant - Leading The Way In IT Management Best Practices2

Revolutionize Your IT Operation!

Use the world’s most popular IT Service

Management process model - ITIL - as an

enabler to improve IT performance.

Participate in Pink Elephant’s programs

and learn how to turn IT into a true, value

added business partner. You’ll learn a

proven approach for:

Reducing IT costs

Improving alignment between IT and

other business processes

Eliminating “silos” by integrating key

IT processes

Strengthening lines of communication

Instilling a service and business culture

Improving bottom line results

Pink Elephant's highly successful approach to education, consulting and ATLAS includes the application of ITIL

(IT Infrastructure Library) - the best practice framework for IT Service Management.

The OGC (Office of Government Commerce) in the UK developed ITIL in the mid 1980s. Put simply, ITIL is a series

of books that outline a comprehensive set of best practices for IT management, which includes the IT Service

Management Framework.

Benefits Of ITILITIL provides guidance for:

Improved quality of service provision

Improved bottom line

Cost justifiable service quality

Services that meets business, customer and user demands

Documented roles and responsibilities

Integrated, centralized processes

Ties to ISO 9000, and in 2006 the new ISO 20000 certification will be

available based on ITIL

The guidance provided in the books is relevant to all organizations: public or private,

large or small, centralized or distributed. Today, ITIL represents more than just

books. It has generated an entire industry that includes training, certification,

consulting, software tools and trade associations.

CertificationITIL includes a certification program based on the content of two books:

Service Support and Service Delivery. See pages 4-11.

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WHAT IS ITIL?

www.pinkelephant.com 1-888-273-PINK 3

Pink Elephant - Leading The Way In IT Management Best Practices

CERTIFICATION PATH©

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Bring Us In-House!Any one of our courses can be

presented in-house. There are

many benefits to bringing us

on-site to your location,

including cost and time savings.

And, in-house courses offer an

excellent team building

opportunity.

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www.pinkelephant.com 1-888-273-PINK

EDUCATION OVERVIEW

5

Learn what it takes to successfully integrate key IT processes. ITIL givesguidance on how to take a holistic, process-based and fully integratedbusiness approach to IT Service Management.

Get Certified In IT Service Management!

ITIL OVERVIEW

Need help outlining the benefits and features of ITIL?One of our ITIL Experts can join you at your locationto deliver an ITIL Overview.

Customize your ITIL Overview in any number ofdifferent ways. Here are some options:

ITIL Executive Overview

Duration: 1 to 3 hours or half a dayDesigned for senior management

ITIL Management Overview

Duration 3 to 6 hours, half or full day

Designed for tactical managers and seniorpractitioners

Introduction To ITIL

Duration 3 to 6 hours, half or full dayDesigned for tactical and operational practitioners

To bring us on-site for an ITIL Overview,

call 1-888-273-PINK.

Courses & Events Page

Foundation Level Certification

ITIL IT Service Management Essentials 6

COBIT Essentials - NEW! 7

Practitioner Level Certification

How To Implement ITIL: Integrating People & Tools With Processes 8

Measuring, Reporting & Improving The IT Infrastructure According To ITIL Best Practices 8

ITIL Practitioner: Configuration, Change & Release Management 9

ITIL Practitioner: Service Desk, Incident & Problem Management - NEW! 9

Management Level Certification

ITIL Service Manager Certification 10

IT Executive Management Certification 11

This course is a detailed introduction to the concepts, terms, definitions, goals, benefitsand relationships within the core IT Service Management processes and function,according to the ITIL best practice framework.

Based on principles described in ITIL’s Service Support and Service Delivery books, thiscourse focuses on taking a holistic approach to IT Service Management through the useof processes, their respective relationships, and workflows. This course also preparesparticipants for the examination leading to the Foundation Certificate In IT Service

Management, the prerequisite for the Practitioner and Management levels of ITILcertification.

An independent examination body facilitates and marks the examination, which isscheduled on the last day of the course. Class size is limited to 16 students.

Pink Elephant

Is A

World

Leader

In ITIL

Certification

Who Should AttendAnyone working in IT services requiring more information about the ITILbest practice framework.

PrerequisitesThere are no mandatory prerequisites. Work experience in IT services is recommended.

BenefitsAfter attending, participants will understand how ITIL processes can improveIT operations. In particular, participants will:

Understand ITIL’s five operational processes, single function and five tactical processesComprehend the main activities of each processBe aware of key ITIL definitionsUnderstand the scope and operation of an ITIL compatible Service DeskBe prepared to take the Foundation Certificate in IT Service Managementexamination

Curriculum Introduction to ITIL:

Structure of the libraryITIL’s key concepts and objectivesOverview of ITIL certifications: Foundation, Practitioner and Service ManagerOutline of relationships between the ITIL processes

Detailed descriptions of the goals, benefits, challenges, managementreporting and interfaces of the five operational processes and the Service Desk function:

Service DeskIncident ManagementProblem ManagementConfiguration ManagementChange ManagementRelease Management

Detailed descriptions of the goals, benefits, challenges, managementreporting and interfaces of the five tactical processes:

Service Level ManagementFinancial Management For IT ServicesAvailability ManagementCapacity ManagementIT Service Continuity Management

Examination60 minutes; 40 multiple-choice questions; closed book.

Certification CriteriaAn independent examination body awards the Foundation Certificate In IT

Service Management after participants receive a passing grade of 65% on the examination.

Pink Elephant - Leading The Way In IT Management Best Practices

COURSE DESCRIPTIONS

ITIL IT Service Management Essentials

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Dates& Fees on

Pages 26-27 GET CERTIFIED!

Who Should AttendBusiness Process Owners, Business Process Consultants, anyone involvedin IT governance (Senior IT and Audit Management, etc.), Senior Managers in IT , IT Consultants, IT Support Professionals, and anyone working in IT Service Management requiring more information about COBIT.

PrerequisitesThere are no mandatory prerequisites; however, work experience ingovernance, process improvement or IT services is recommended.

BenefitsUnderstand and recognize how IT management issues are affectingorganizations Understand how COBIT supports IT governanceUnderstand the benefits of using COBITUnderstand and be able to practically apply the core content of COBITUnderstand how COBIT meets the requirement for an IT governanceframeworkUnderstand how COBIT is used as the umbrella framework and integratorfor other standards (ISO 19977, ISO 9001) and best practices (ITIL, CMMand PRINCE2)

CurriculumHow COBIT supports the principles of IT governance:

IT governance challengesThe principles of IT governance Who should be responsible for IT governanceHow COBIT supports IT governance

An introduction to the COBIT framework:Framework history Benefits of implementing COBITThe stakeholders of COBITHow COBIT meets IT control framework specificationsCOBIT products and the ITGI

Key characteristics of COBIT:Business focus Process orientation Control basedMeasurement driven

High level and detailed control objectives, management guidelines andmaturity models for 34 processes across the following domains:

Plan and organizeAcquire and implementDeliver and supportMonitor and evaluate

Want To Know More About COBIT & IT Governance?

Join the "Father" of COBIT, Erik Guldentops, at ITGovernance 2006: Pink Elephant's 11th AnnualSymposium in Orlando, August 6-8.

Erik will illustrate the need for a control frameworkin support of IT Governance, followed by an

overview of the COBIT Framework and its major components.There will be particular focus on the recently rolled out COBIT4.0 and on how - even more so than in the past - it trulyencompasses the requirements of IT Governance.

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www.pinkelephant.com 1-888-273-PINK 7

NEW COURSE!

COURSE DESCRIPTIONS

COBIT ® Essentials

This three-day course offers a management overview of the COBIT (Control Objectives for Information and RelatedTechnology) framework and its core content, including control objectives, management guidelines and maturity models.Using practical examples and scenario based learning, attendees will gain an understanding of how COBIT supports ITgovernance, aligns IT with business goals, manages risks and maximizes benefits. Class size is limited to 16 students.

How To Implement ITIL: Integrating People &Tools With Processes

Who Should AttendProcess owners, project sponsors, project managers, process design teammembers, quality audit and assurance staff, managers, directors or consultantsinvolved in developing IT Service Management processes.

PrerequisitesParticipants must hold the Foundation Certificate In IT Service Management. Ifyou do not have this certificate, it is attainable through Pink Elephant's ITIL ITService Management Essentials course.

BenefitsAfter attending this program, attendees will understand the steps needed to develop a process framework such as ITIL. Participants will have anunderstanding of:

The importance of gaining management commitment for processimplementation or improvement initiatives Concepts for managing organizational changeKey phases of process developmentThe three main components of process implementation: people, process and technology The importance of continuous process improvement

CurriculumThe case for service management Gaining management commitmentManage IT like a projectManaging organizational change Key phases of process developmentCreating an implementation strategyContinuous process improvement

Examination90 minutes; 40 multiple-choice questions; closed book.

Certification CriteriaThe certification is awarded by Pink Elephant after achieving a 65% pass grade.

Measuring, Reporting & Improving TheIT Infrastructure According To ITILBest Practices

Who Should AttendIT managers, supervisors, team leaders, as well as project, network, servicedesk, and service level managers.

PrerequisitesParticipants must hold the Foundation Certificate In IT Service Management. Ifyou do not have this certificate, it is attainable through Pink Elephant's ITIL ITService Management Essentials course.

BenefitsBe able to use data generated by effective ITIL processes to improve themanagement decision-making quality, in turn, stimulating improvementinitiatives.

CurriculumIdentifying the right indicators and measurement thresholds for evaluating ITinfrastructure performance, including understanding where ITIL'smanagement information comes from, how it is generated, formatted andinterpreted Defining communication methods for circulating, assessing, discussing andacting upon the new informationCritical success factors for ensuring improvement efforts are properlyfocused, owned, achievable and implemented successfully

Examination90 minutes; 40 multiple-choice questions; closed book.

Certification CriteriaThe certification is awarded by Pink Elephant after achieving a 65% pass grade.

Learn about improving the IT infrastructure's overall performanceusing key activities defined within ITIL as well as methods formeasuring and reporting IT results from a business perspective.

This course also prepares participants for the examination leading toPink Elephant’s Practitioner Certificate In Measuring, Reporting &

Improving The IT Infrastructure According To ITIL Best Practices. PinkElephant facilitates and marks the examination, which is scheduled on the last day of the course. Class size is limited to 16 students.

Learn the key steps to developing, re-engineering and improving ITService Management processes in this comprehensive program. Thisworkshop teaches you how to do it, so there will be a consistent andeffective means of developing Service Management processes. Effectiveprocesses will increase IT efficiency.

This course also prepares participants for the examination leading to PinkElephant’s Practitioner Certificate In How To Implement ITIL: Integrating

People & Tools With Processes. Pink Elephant facilitates and marks theexamination, which is scheduled on the last day of the course. Class sizeis limited to 16 students.

COURSE DESCRIPTIONS©

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NEW COURSE!

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COURSE DESCRIPTIONS

www.pinkelephant.com 1-888-273-PINK 9

ITIL Practitioner: Configuration, Change & Release Management

Who Should AttendProcess Managers and coordinators for Change, Release and ConfigurationManagement.

PrerequisitesParticipants must hold the Foundation Certificate In IT Service Management.If you do not hold this certificate, it is attainable through Pink Elephant's ITILIT Service Management Essentials course.

BenefitsParticipants will learn about the Change, Release and ConfigurationManagement processes in-depth to understand how they fit into a businessenvironment, as well as understand the considerations and options whenrolling out these processes in an organization.

CurriculumKey activities in the Change, Release and Configuration ManagementprocessesInitiate actions to ensure the key activities in the Release and Controlprocesses meet the agreed objectives setReport on the effectiveness and efficiency of the activities in the Releaseand Control processesProvide Change, Release and Configuration Management information toother IT Service Management processes, users and suppliersPlan the implementation of releases and advise on back-out and testplans for changes and releasesCoordinate and monitor changes (including preparing and taking part inChange Advisory Board meetings)Monitor and optimize the Release and Control processesPropose improvements, based on results of monitoring and/or reviewsPlan and conduct change, release and configuration audits

Examination & Certification CriteriaSuccessful completion of in-course assignments is required to move ontothe exam phase of the certification process.

A 40-question, multiple-choice exam is administered on the final day of thecourse; 2 hours are allotted for the exam. The certification is awarded by anindependent examination body after achieving a 65% pass grade.

ITIL Practitioner: Service Desk, Incident & Problem Management

Who Should AttendProcess Managers and coordinators for Incident and Problem Managementand the Service Desk function.

PrerequisitesParticipants must hold the Foundation Certificate In IT Service Management.If you do not hold this certificate, it is attainable through Pink Elephant's ITILIT Service Management Essentials course.

BenefitsParticipants will learn about the Incident and Problem Managementprocesses and the Service Desk function in-depth to understand how theyfit into a business environment, as well as understand the considerationsand options when rolling out these processes in an organization.

CurriculumKey activities in the Incident and Problem Management processes and the Service Desk functionOrganize the relationships between the Service Desk and Incident andProblem ManagementOrganize the exchange of appropriate information with other processes,users and suppliersOrganize the structure of the Service Desk function and set upresponsibilities, functions, staffing levels and technologiesOrganize problem control, error control and proactive problemmanagementPropose improvements based on results of monitoring and/or reviewsPlan and conduct audits for continuous process improvementopportunities for the support and restore processes

Examination & Certification CriteriaSuccessful completion of in-course assignments is required to move on tothe exam phase of the certification process.

A 40-question, multiple-choice exam is administered on the final day of thecourse; 2 hours are allotted for the exam. The certification is awarded by anindependent examination body after achieving a 65% pass grade.

Learn how to apply ITIL best practices to effectively support the ITinfrastructure, while minimizing the adverse effects of incidents andproblems. ITIL best practices focus on the integration of key processes,enabling a stable IT environment. This course demonstrates how Incidentand Problem Management link with the Service Desk function.

This course also prepares participants for the examination leading to thePractitioner's Certificate In IT Service Management - IPSR (ITIL Practitioner

Support and Restore). An independent examination body facilitates andmarks the examination, which is scheduled on the last day of the course.Class size is limited to 16 students.

Learn how to apply ITIL best practices when releasing changes in the ITinfrastructure, while minimizing the adverse effects of such actions. ITIL bestpractices focus on the integration of key processes, enabling a stable ITenvironment. This course will demonstrate how the linkage of Change, Releaseand Configuration Management processes can help to achieve this goal.

This course also prepares participants for the examination leading to thePractitioner's Certificate In IT Service Management - IPRC (ITIL Practitioner

Release and Control). An independent examination body facilitates and marksthe examination, which is scheduled on the last day of the course. Class size islimited to 16 students.

Pink Elephant - Leading The Way In IT Management Best Practices

COURSE DESCRIPTIONS©

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ITIL Service Manager Certification Program

This program requires a high degree of commitment from both the

participants and their respective organizations.

Who Should AttendThose who are responsible for managing, implementing or advising on ITILprocesses - either in a project setting or on a day-to-day basis.

PrerequisitesPrior to being accepted into the program, each attendee will be assessedagainst these prerequisites:

Foundation Certificate In IT Service Management

Five years direct management experience within IT service managementProject management experienceProblem analysis experienceExcellent communication, presentation, team building, negotiation and conflict resolution skills

Strong leadership and interpersonal skills will be considered an asset.

In addition to the above requirements, participants must demonstrate ahigh degree of commitment to complete homework assignments and studytime necessary to cover all the requirements of the course. The ITIL ServiceManager Certification Program requires a high degree of commitment fromboth the participants and their respective organizations.

Access to ITIL’s Service Delivery and Service Support books or CDs isrequired for personal study and completion of assignments. Books can bepurchased through itSMF (a not-for-profit IT service management forum).

BenefitsEach program participant will develop skills in the following areas inpreparation for the examination:

Analytical skillsProcess assessment skillsOrganizational structure design for processesImplementation of organizational changeIT service management process definitions and requirements

CurriculumThe program is divided into seven components. All seven components must becompleted successfully and in the following sequence:

1. Participant Registration & Orientation - Non-classroom

The registration portion of the program begins upon submission of thedelegate’s request for acceptance into the program. Pink Elephant and thedelegate work together to evaluate the readiness of the delegate andprepare him or her for the program. Registration is completed once allinformation forms are received and reviewed and Pink Elephant is satisfiedthat the delegate meets or exceeds all of the program requirements.

A Pink Elephant representative will inform delegates of their acceptance intothe program. Participants are oriented to the program through resourcematerials and personal contact from a certified ITIL Trainer.

2. Service Delivery - Non-classroom

Delegates complete reading and homework assignments on the ServiceDelivery materials from their home or office until the classroom session begins.

Participants will be given assignments and deliverables to aid in theaccomplishment of learning objectives. The trainer will assess the progress ofeach participant and offer guidance towards preparing for the exam.

3. Service Delivery - Classroom

Learn about the five tactical processes described in the Service Delivery

book: Service Level Management, Availability Management, CapacityManagement, IT Service Continuity Management and Financial Management.Security Management is also covered.

Through a combination of group and individual assignments, case studies,and classroom instruction, you will learn how to apply and analyze ITILprocesses to effectively manage IT services in the workplace.

4. Service Support - Non-classroom

Delegates complete reading and homework assignments on the ServiceSupport materials from their home or office until the classroom sessionbegins.

5. Service Support - Classroom

Learn the role of the Service Desk and the five operational processes describedin the Service Support book: Incident Management, Problem Management,Change Management, Configuration Management and Release Management.

6. Review & Exam Preparation - Non-classroom

In preparation for the exams, participants receive the exam case study fromthe examination body. Trainers work with participants to review and analyzethe case study, apply the ITIL operational and tactical processes to the casestudy and review exam techniques.

7. Examinations - Classroom

The final section of the program involves writing the two exams.

Examination & Certification CriteriaAn independent examination body awards the Manager’s Certificate In IT Service

Management after participants successfully pass their in-course assessment andreceive a passing grade of 50% on each exam - Service Delivery and ServiceSupport. Participants are notified of their results and sent certificates by theexamination board.

Learn how to apply, manage and analyze ITIL processes in thisintensive program. Case studies, exercises, practical homeworkassignments and best practice teachings are used to teach the skillsneeded to attain the highly sought-after Manager’s Certificate In IT

Service Management. The instructors draw upon ITIL’s Service

Delivery and Service Support books. ITIL knowledge, experience andnewly acquired insight are applied to various case studies allowingthe participants to develop an understanding of the application ofthese best practices in a real-world environment. Class size is limitedto 16 students.

NOW UPDATED! NEW!IT Executive Management

Certification

Who Should AttendThe course is designed for senior IT managers.

PrerequisitesParticipants should hold an IT leadership position with a minimum of seven years management experience.

BenefitsThrough case studies, articles, white papers, homework and groupassignments, attendees will understand the specific competencies needed for strategic IT management, and what it really means to run ITlike a business.

CurriculumThe Role Of Information Technology In The Organization

Does IT really matter?New roles for the IT division: IT competence from the business viewpointThe senior IT manager: Research findings of competencies required to achieve optimum success in today's new business environment

ITIL Executive Overview

Executive overview of ITILHow to use ITIL as a strategy for delivering quality, cost effective,business-driven IT services

IT Business Perspective

The building blocks of IT business alignmentProcess of developing IT business strategyProcess of developing and implementing an IT business planMarketing principles for ITMeasuring IT's performance: What to measure and why

IT Business Excellence Framework

Business excellence model overviewReview of quality frameworksIT Business Alignment Checklist

Examination & Certification Criteria60 minutes; multiple choice; closed book. The certification is awarded by Pink Elephant after achieving a 65% pass grade.

Webcasts!

From Service Desk to Financial Management, ITIL spans abroad range of processes that define best practices for IT.In addition to the actual books, ITIL has spawned user groups,become recognized as a framework to support IT governance,and has formed the backbone for many leading IT ServiceManagement tools.

With endless points of discussion around ITIL, Pink Elephantoffers a series of webcasts that cover the most sought afterinformation related to ITSM best practices, including richcontent about ITSM theory, governance, ITIL processimplementation and industry updates with supporting vendorproduct demonstrations, discussions and interviews.

These webcasts are a great opportunity to learn more aboutITSM and ITIL from experienced Pink Elephant consultantsand other industry experts in targeted sessions that get tothe core of a particular topic.

Pink Elephant webcasts are broadcast live for one half-houreach week, and registered webcast participants are able toaccess and download archived versions of each presentation.To ensure the webcasts continue to deliver valuable andpreferred information, IT practitioners are invited to visit PinkElephant’s website and complete a short survey. Thisfeedback will help Pink Elephant determine appropriatetopics for upcoming webcasts.

For more details on the scheduled topics,

to register for a webcast, or to complete the

survey, visit Pink Elephant’s website at

www.pinkelephant.com or call 1-888-273-PINK.

This exclusive workshop is designed to provide participants with theessentials of IT executive management. The course is based on theteachings of ITIL Business Perspective set of books, together withresults of research studies completed by leading universities andother bodies. In addition, there is valuable insight included from Pink Elephant's own extensive experiences. Class size is limited to 16 students.

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COURSE DESCRIPTIONS

11

1 1 t h A n n u a l I n t e r n a t i o n a l

ITService Management Conference & Exhibition

1 1 t h A n n u a l I n t e r n a t i o n a l

ITService Management Conference & ExhibitionLas Vegas >> Venetian HotelFebruary 18-21, 2007

Don't miss next year's conference in exciting

Las Vegas at the beautiful Venetian Resort Hotel

- one of the world's highest-rated hotels.

Mark your calendar and stay tuned

for more news about the program

and amazing line-up of speakers.

Are you interested in presenting a case study?

Visit the "Speak At A Future

Pink Conference" area on our website or email

conferences@pinkelephant.com to find out how to

be part of the "biggest and best" IT Service

Management event in the industry!

Visit www.pinkelephant.com or call 1-888-273-PINK for more information.

Mark your calendar!

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EVENT OVERVIEW

Don't miss the world's biggest ITIL conference in

exciting Las Vegas at the beautiful Venetian Resort

Hotel - one of the highest-rated worldwide.

We are planning to take an already great event to new heights!

Numerous subjects are covered including IT Service Management best

practices, ITIL implementation, IT and business alignment, leadership,

and project management. The program offers something for everyone;

no matter where you are in your IT Service Management and ITIL journey.

All levels of IT management and leadership are covered in the multi-track

agenda - strategic, tactical and operational.

Pink Elephant's 2007 conference will be held at the Venetian Hotel in

Las Vegas. A block of rooms is reserved for attendees at a special rate

of US $239 per night. To obtain this special rate, attendees must book

before January 8, 2007 and make reference to Pink Elephant. Contact

the hotel directly at 1-877-283-6423 and ask for the Hotel Reservation

Department. Room rate is subject to availability.

“Excellent conference with

top notch keynote speakers.”

- Tim Sulzberger, Manager, Bandag IT ServiceManagement, Bandag Incorporated

"...I had an idea of what to

expect, but it was better than

I anticipated."

- Teresa Grabel, IT Helpdesk Manager,

Progressive Insurance

"I felt that Pink Elephant

continually represents itself as

the foremost authority on ITIL.

Having attended the 9th and

the 10th Annual events I feel that

there is no classier event that

can be held."

- Kelly Scott, OU IT Training Coordinator/ Vendor

Relations, University Of Oklahoma

"The Conference was excellent.

It was, actually, too short for

the amount of information

presented."

- Dalibor Petrovic, Practice Manager,

IT Service Management Consulting, Acrodex

"I think this may have been

one of the best run conferences

I have attended."

- Paul Wisner, IT Operations Division Manager,

Cincinnati Insurance Company

www.pinkelephant.com 1-888-273-PINK 13

EarlyBird Discount

Save US$500!

Register before October 27, 2006

and pay only US$1,295!

Who Should Attend?

The multi-track, three-day event is designed for senior managers who are responsible forimplementing an information technology governance framework:

CIO’s / CTO’s

CFO’s

IT Directors/Managers

IT Auditors

ITIL Program/Project Directors/Managers /Project Managers

IT Business Planning Directors/Managers

IT Security Directors/Managers

Internal Control & Audit Directors/Managers

IT Consultants

Quality Program Directors/Managers

Track 1: IT GovernancePractitioner Case Studies

Joel Ramseyer, Partner at The Diagonal Group, will co-present with Jeff Kennedy, ProcessImprovement Consultant, Halliburton; and Cathy Kirch, Service Management Process Architect at Allstate Insurance have been there, done that, and bought the t-shirt! Learn the reality of IT governance from real practitioners who have pioneered in the field.

Track 2: What Your AuditorCan’t Tell You… Before TheAudit

Gene Kim, CTO at Tripwire; Bryce H. Peterson, Senior Associate, at KPMG LLP; and Kurt Johnson,VP, Corporate Development at Courion, will help you understand exactly what today’s IT auditorsare really looking for before, during, and after the audit.

Track 3: IT GovernanceStandards, Models,Frameworks & The Law

Robert Stroud from IT Governance Institute; Joel Ramseyer, Partner at The Diagonal Group; andPink’s own Troy DuMoulin, Director, Product Strategy, will help us sort out the differences andsimilarities among the myriad of acronyms representing the models, frameworks and standards,and the legal implications and consequences surrounding them.

Track 4: Enabling ITGovernance Through ITService Management

Rodrigo Flores, Co-Founder, newScale; Lisa Welsher, President & CEO, RightProcess; and Char LaBounty, President, LaBounty & Associates, will give guidance on enabling the controlsinherently required for IT governance by using the existing best practice service managementframeworks available today, including ITIL.

Governance is the largesttransformation for ITin its entire history.

Governance is the largesttransformation for ITin its entire history.

Visit www.pinkelephant.com

for more details, and to view:Symposium Schedule

Fees & Discounts including Special Offers

Complete Session Descriptions

Course Descriptions for Pre & Post Symposium Workshops

1-888-273-PINK

Exhibition Opportunities

Showcase your products or services to

key decision making IT professionals.

For more information about exhibiting,

contact Pattie Lanktree at

1-888-273-PINK extension 237.

EVENT OVERVIEW

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15

ITIL IT Service Management Essentials Certification Course

• San Diego, December 4-5

P r e - E v e n t W o r k s h o p

NEWLY UPDATED

CONTENT!

NEWLY UPDATED

CONTENT!

“How do IimplementITIL?”Get the answer at

this exclusive 3 day

workshop!

PLUS...

Receive many extras,

including sample

documents, checklists,

whitepapers, and more.

ITIL ImplementationRoad MapCRITICAL SUCCESS FACTORS

FOR APPLYING THE ITIL FRAMEWORK

San Diego, December 6-8, 2006

ITIL ImplementationRoad MapCRITICAL SUCCESS FACTORS

FOR APPLYING THE ITIL FRAMEWORK

San Diego, December 6-8, 2006

Go Beyond Theory! We’ve enhanced this industry exclusive course by updating the content

and adding new take-away documents! The ITIL certification courses tell you what to do,

but not how to do it. That’s where we come in.

Attend the only event in the IT industry that shows you how to implement ITIL processes -

it’s like getting dedicated consulting services!

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www.pinkelephant.com 1-888-273-PINK 17

Who Should Attend?

The ITIL Implementation Road Map is designed for those who possess, at a minimum, the Foundation Certificate In IT Service Management. Recommended attendees include:

IT Directors

Project Managers

Service Level Managers

IT Service and Support Managers

IT Service Desk Managers

ITIL Process Owners

This Workshop Is Like Getting 3 Days Of Consulting!

We're proud to hear from our customers that our consultants are

the best in the business. They've implemented ITIL in numerous

organizations around the world. This is your chance to learn directly

from them!

The ITIL Implementation Road Map faculty includes any of the

following: George Spalding, Gary Case, Troy DuMoulin, Jack Probst,

Matt Bowles, Rich Petti, Bill Irvine, and Anil Dissanayake. Each

workshop is presented by two of these highly experienced and

knowledgeable executive consultants.

ITIL IMPLEMENTATION ROAD MAP

Learn From The ITIL Experts!

Spend quality, dedicated time with Pink’s ITIL Experts - learn from the best!

The workshop, delivered by Pink’s leading executive consultants,provides participants with a “roadmap” for how to implement ITIL.And, you’ll also get many sample forms, templates, whitepapers andplans to take away.

Walk Away With Many Sample Documents!Sample documents include:

IT Process Maturity Self Assessment and Action Plan

Change Management Process Workflow and ARCI Matrix

IT Service Desk Health Check and Action Plan

Sample Service Catalog

Sample Service Level Agreement

Not Certified Yet?The program is designed for those who’ve achieved ITIL certificationand want to learn how to plan and organize the implementation of theten key IT Service Management support and delivery processes.While not mandatory, ITIL Foundation Level Certification is stronglyrecommended.

ITIL IT Service Management Essentials - the first course in thecertification program - is being offered just before each Road Mapthroughout the year.

Send A Team & Save!Benefit from the power of team work. Send a team of three or more and receive discounted fees. Call 1-888-273-PINK for details.

"Great Experience. I will leave

here with great ideas and tools

that will help our business."

- Nicole Hassler, System Analyst, Verizon

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AGENDA-AT-A-GLANCEDay One

Registration

“Get RevITILized!”-An ITIL Overview Over Breakfast

Welcome Greeting

The Kotter Workshop - Part 1

Break & Networking

The Kotter Workshop - Part 2

Lunch & Networking

Integrating People, Processes & Technology

Break & Networking

The ROI Of ITIL

Break & Networking

How To Conduct A Process Maturity Self-Assessment

Day Two

Tools For Breakfast: Q&A on the opportunities for matching theright tools to your processes, plus, selecting and implementingthose solutions

Comfort Break

Developing An IT Support Organization According To ITIL BestPractices

Break & Networking

Managing The Changing IT Infrastructure

Lunch & Networking

Critical Steps For Implementing Configuration Management

Break & Networking

Establishing & Managing IT Services - Part 1

Break & Networking

Establishing & Managing IT Services - Part 2

Day Three

Assessing People & Culture Over Breakfast: Q&A on what we’velearned so far, the challenges we foresee when returning to work,and engaging people in our plans

Comfort Break

Defining An ITIL Enabling Organization Structure

Break & Networking

Building An IT Service Management Improvement Plan

“Get RevITILized!” - An ITIL OverviewOver Breakfast

Has it been awhile since you took the ITIL ITService Management Essentials workshop? After this overview, you will be able to more fully enjoy the sessions that refer to this bestpractice framework.

Review:

What is ITIL? What are the benefits of ITIL to anindividual and an organization

Who owns ITIL and how can it be used

An overview of the key processes and how theyare integrated to form a holistic approach to ITService Management

The core set of ITIL books and their significance

Key elements and benefits of the educationand certification program

The Kotter Workshop - Parts 1 & 2

Critical Steps For Leading &

Implementing Change

John Kotter, Professor of Leadership at theHarvard Business School, researched the commonfactors of organizational struggles to implementmajor changes - especially cultural changes. Hefound many similar reasons for why some projectsfail while others succeed.

In this two part session, we will explore the eightcritical success factors he identified and refer tothe examples he cited. We will also discuss how totake what Kotter learned about organizationalchange and apply it to IT changes.

Integrating People,

Processes & Technology

Now you want to implement these concepts inyour organization while dealing with culture, timepressures and a lack of resources. This sessionwill look at practical methods on how toimplement processes that stick, while you’retrying to get your day job done. Structures, roles,continuous improvement and project models willbe examined and how they all work together toachieve success.

The ROI Of ITIL

Often an organization’s senior managementcommitment to the adoption of ITIL hinges on theITIL sponsor’s ability to demonstrate andeffectively “sell” the benefits and ROI of an ITILprogram. Demonstrating the ROI of ITIL can becomplex and unique to each organization. Thissession will examine key methods for developinga practical expression of Value and Return.

How To Conduct A Process

Maturity Self-Assessment

Pink Elephant developed five different levels ofITIL process maturity to help you determine howthe processes can be improved. By attending thissession, you will learn how to assess the currentmaturity levels of key ITIL IT Service Managementprocesses.

Discover the details, objectives and types ofquestions required to determine a level ofmaturity for each. Walk away with a thoroughunderstanding of what specific areas areimportant to explore for each process and how todetermine whether you really have full control.

Developing An IT Support Organization

According To ITIL Best Practices

A Practical Look At Implementing Incident

& Problem Management

Taking your first steps on the ITIL journey canseem daunting at the best of times. The need toestablish benefits quickly while at the same timetaking a longer term view of Service Managementimprovements often leads organizations to acommon understanding that it makes sense tostart with the basics of Incident and ProblemManagement. This session will look at thepractical implementation issues of Incident andProblem Management such as:

Process activities and integration

Roles and responsibilities

Developing core polices such as prioritizationand categorizations schemes

Tool considerations and automationopportunities

The role of the Service Desk

Managing The Changing IT

Infrastructure

Integration Needed To Support Change,

Release & Configuration Management

Configuration, Change and Release Managementprocesses are completely interrelated and criticalto the success of your IT infrastructure. Do youcompletely understand this relationship and howto implement it? If you answered no, you needthis session. You will not only receive an overviewof the Configuration, Change and ReleaseManagement processes but also discover keyelements needed to understand and managechanging configurations in your IT environment.

ITIL IMPLEMENTATION ROAD MAP

Pink Elephant - Leading The Way In IT Management Best Practices18

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www.pinkelephant.com 1-888-273-PINK 19

Critical Steps For Implementing

Configuration Management

Developing & Automating A Configuration

Management Process & Object Model Design

Configuration Management is one of the mostnecessary but difficult processes to implement insupport of Service Management initiatives. Thisdiscipline, if implemented correctly, will provide critical information about where assets are and howthey facilitate or impact the delivery of IT services.However, there are many obstacles to negotiate andpitfalls to avoid.

Attend this session to learn:

How to develop/adapt a Configuration Management process

Configuration Management data and object modeling

The key requirements for integrating ConfigurationManagement with other processes

The roles and responsibilities that need to bedefined and assigned

The ideal requirements of a ConfigurationManagement compatible support tool

Establishing & Managing

IT Services - Part One

Implementing Service Level Management

The Service Level Management (SLM) process involvesmany interrelated key activities that require individualattention and ongoing management.

Find out why Service Catalogs, Service Level Agreementsand Operational Level Agreements are necessary, howthey differ, how they interconnect, their individual roleswithin the SLM process and best practices for managingeach of them on an ongoing basis.

Establishing & Managing

IT Services - Part Two

Implementing Capacity, Availability, Financial &

IT Service Continuity Management

IT organizations are, at their core, Service Providers. Assuch, they need to be able to articulate, manage, andunderstand the cost of doing business. Key processesthat help do this are: Service Level, Availability,Capacity, IT Service Continuity and FinancialManagement.

Discover how these processes relate to each other,and other key processes such as ConfigurationManagement, as well as the need to embed themwithin your organization.

Session topics include:

Establishing existing and new services

Modeling services in the CMDB for operations and planning

Understanding and defining service availability

Planning for, and delivering capacity management

Ensuring fit for purpose IT service continuity

Developing a service-based costing and charging model

Defining An ITIL Enabling

Organization Structure

Mapping People, Ownerships, Accountabilities

& Responsibilities To The ITIL Framework

Here is the scenario: Your company is adopting ITILand you have full commitment from seniormanagement. A maturity assessment, including a gapanalysis and recommendations to proceed, wasconducted. You have prioritized the areas you wish toimprove and project planning is about to commence.You considered many elements, such as processdevelopment, tool selection and deployment, metricsand continuous improvement. What is missing? If youguessed the human element, you are correct! In fact,the single biggest factor that can contribute to yoursuccess is your human resources. As a result, it isimportant that you effectively organize youremployees to enable ITIL processes to seamlesslyfunction within your organization.

This session leads you through several examples ofhow to tackle this challenge, including:

Traditional organizational structures and theirchallenges

Mapping of people, processes, ownerships andaccountabilities to the ITIL framework

Moving toward process based organization

Designing an ITIL/ITSM enabled organization fromscratch

Successful strategies to enable ITIL processeswithin a traditional hierarchical organization

Strategies for coping with organizational change

Building An IT Service Management

Improvement Plan

How To Identify Process Improvement

Goals & Achieve Them

Find out how to develop the plan that helps youimprove Service Management. In this interactivesession, discover the key elements of building theimprovement plan.

The discussion includes how to answer these key questions:

Where are we now? A review of the assessmentprocess and what to include in the improvement plan

Where do we want/need to be? How to identifygoals and conduct benchmarking

How do we get there? How to plan effectively

Are we improving? How to assess results ofimprovement efforts; What is important to measure

Interact with other attendees and come prepared with questions because you are sure to find the answers here!

ITIL IMPLEMENTATION ROAD MAP

Dates& Fees on

Pages 26-27

"I would recommend

Pink events to any

IT professional."

- Raul Yzaguirre, Infrastructure Analyst II Sr.,

Toyota Motor Sales

Pink Elephant - The ITIL Experts!

Pink Elephant has many years of ITIL education, process design, implementation and assessment

experience and has been involved in the "ITIL project" since its inception in 1987. Pink Elephant's ITIL

Experts participate in a comprehensive training program that includes achieving the highest level of

ITIL certification - the Manager’s Certificate In IT Service Management. It is this experience and our

commitment to sharing knowledge that differentiates us from the rest.

In addition, Pink Elephant services a wide variety of industries, sizes, technical platforms and

corporate cultures, and has proven success delivering global implementations in 80 of the Fortune

100 companies.

To ensure a greater level of success for the adoption of IT best practices, organizations need to take

a holistic view of process implementation projects. Serious consideration needs to be given to the

development and mapping of three basic elements of any quality improvement initiative: People,

Process and Technology.

TechnologyWhile undergoing processimprovement, organizations needa way to identify those tools thatwill support their needs.PinkVerify™ offers an objective,best practice based set of criteriathat practitioners can use toassess tools. In addition, PinkElephant’s experts can assistorganizations with the process ofselecting, procuring, andimplementing enterprise IT ServiceManagement tools.

PeopleBefore starting an implementationproject, Pink Elephant's ITILOverview equips team memberswith ITIL knowledge. Key projectmembers may wish to broaden theireducation with ITIL certificationcourses or by attending PinkElephant's conferences and specialevents. Before conducting a processassessment and implementation,Pink Elephant also analyzesorganizational readiness andrequired improvement areas formajor change initiatives.

ProcessPink Elephant assesses the currentmaturity level of IT processes in anorganization with a PinkScan™.With the results of the assessmentin hand, Pink Elephant develops astrategic ITIL implementation plan.As part of an implementationprogram, organizations can considerthe use of ATLAS, a secure, webhosted, knowledge managementenvironment containing PinkElephant's highly valued ITmanagement best practices, withdirect access to Pink Elephant's ITIL Experts.

ITIL IMPLEMENTATION GUIDANCE

Three Key Areas To Address

Pink Elephant - Leading The Way In IT Management Best Practices

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PinkScan provides a comprehensive review of the effectiveness and efficiency of your IT division.

Through structured questionnaires with operational and strategic personnel, we build a process model

of your IT Service Management group. You discover the areas in which you are currently successful and

how to leverage those opportunities to less mature areas of your IT business.

This graphic is a

representation of a

process assessment,

which depicts the

maturity level of the

key IT processes.

Extensive experience in ITManagement has led Pink Elephantto develop a range of consultingservices, based on the ITILframework, designed to assess andimprove IT processes supportingservice delivery in organizations.

How Effective Are IT Service ManagementServices In Your Organization?A PinkScan can help you answer this question. Ina PinkScan, the main IT processes concernedwith the provision of services are reviewed andevaluated according to criteria which define theideal situation. Experienced Pink Elephantconsultants follow a standardized method whichis based on the ITIL framework. The consultantswork in cooperation with your IT staff to carry outan in-depth analysis of the maturity (scope,extent and integration) of IT processes. Thefindings of the PinkScan may justify continuingwith the current strategy for IT services or mayindicate a change in direction.

Implementing Effective ChangePinkScan also examines the client'sorganizational culture through the use of aCulture Survey, to provide an accurate view of theculture climate in which an organization'spersonnel perceive their work. Understandingthis perception allows organizations toimplement changes quickly and with theacceptance and support of the teams.

The PinkScan Method1. PinkScan assesses the following ten

"core" IT Service Management processes:

Incident Management

Problem Management

Configuration Management

Change Management

Service Level Management

Availability Management

Capacity Management

IT Service Continuity Management

Financial Management for IT Services

2. Each process is assigned a maturity scorebased on a scale, using an adaptation of theCapability Maturity Model (CMM) developed by the Carnegie Mellon Software EngineeringInstitute. Pink Elephant was the firstorganization to specifically use CMM to assess IT Service Management processes. The maturity scores are depicted in the graphic below.

3. On completion of a PinkScan, you will receive a report on the findings, includingrecommendations and suggestedimprovement actions to meet, or better the benchmark.

Release

Management

Change

Prob

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Management

Managemen

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Management Mana

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M

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Management

IT Service

Financial

05 4 3 2 1 0

Levels of Maturity

0 = absent

1 = initiation

2 = awareness

3 = control

4 = integration

5 = optimization

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www.pinkelephant.com 1-888-273-PINK 21

ITIL IMPLEMENTATION GUIDANCE

PinkScan®

PinkReady™

Is my organization ready for process change?A critical part of ITIL implementation is the understanding thatmore than your processes will change. To ensure the success of your ITIL initiative, it is imperative to ensure that keystakeholders are willing to accept and embrace new processes by gauging the organizational readiness for change.

The PinkReady Organizational Change Readiness Workshop is anorganizational change awareness and readiness assessmentservice for companies undergoing process change. Theassessment will highlight key organizational change risks thatneed to be managed and opportunities to be leveraged. Based onthe teachings of Harvard’s Professor John P. Kotter, PinkReadyprovides you with an understanding and an assessment of criticalsuccess factors to support you in leading organizational change.

With your IT organization’s current state benchmarked,recommendations and practical actions relating to others - creatinga sense of urgency, having a guiding coalition strong enough tosustain the change, having a vision and communications strategiesfor buy-in, creating short-term wins, and ensuring the change isembedded into your culture - are established in a seniormanagement facilitated workshop. PinkReady’s key outcome is toenable you to effectively lead organizational change by proactivelymanaging the ‘people’ ingredient in your approach to ITSMimprovement.

ITIL IMPLEMENTATION GUIDANCE

PinkVerify™

Which tools are compatible to ITIL?This is probably the most frequently asked question of PinkElephant consultants as they travel the world working on ITILimplementation projects. But, until now there has been noindependent guidance on this subject. Software vendors makeclaims that their tools add value, but do they really work within the definitions and workflow requirements of the ITIL processframework?

From the guidance contained in ITIL, as well as Pink Elephant'sunrivalled depth of experience as ITIL subject matter experts, we have collated the minimum functional requirements necessaryfor how a software tool should support the ITIL framework. Theresults are embodied in PinkVerify, and if you are an IT ServiceManagement practitioner you can access all the PinkVerifyknowledge for free! Just go to www.pinkelephant.com and selectthe PinkVerify link.

If you see the PinkVerify logo associated with any specific ITService Management software toolset, it means that it has beenobjectively assessed according to the criteria specified by the OGCand certified by a qualified Pink Elephant IT Service Managementconsultant, as meeting the minimum functional requirements tosupport the ITIL framework.

If you're a software vendor:Visit our website to see how your toolset matches up to ITIL byperforming a self-assessment. Then, contact Pink Elephant to arrange for a verification assessment and, if your tool supports ITIL, a PinkVerify certification.

If you're a practitioner:Look for the PinkVerify logo in the IT Service Management field when selecting your IT Service Management tools. Or, download the IT Service Management Tools whitepaper, available on the PinkVerifysection of our website, and use the criteria described in the white paper's self-assessment to compare non-certified toolsets against the requirements of ITIL.

Pink Elephant - Leading The Way In IT Management Best Practices

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Stay Connected!

Pink Elephant distributes

a monthly E-newsletter

and ongoing E-Bulletins.

Select one or both.

1. PinkLink

Stay up-to-date with this monthly E-newsletter. Expand yourknowledge with useful educational articles about IT ServiceManagement best practices and tips for implementing ITIL.Receive the most current information about dates and locationsfor all our special events and courses.

2. E-Bulletin

Be the first to know! Stay connected to what's new at PinkElephant. Sign up for our E-Bulletin and receive immediate notification about preview announcements, special offers, early bird deadlines, new event dates, and updates to ourcourse schedule.

To sign up, visit our website or call 1-888-273-PINK.

ATLAS is a secure, web hosted knowledge management environment.

It contains Pink Elephant's highly valued IT management best practices,

with direct access to Pink Elephant's ITIL Experts. ATLAS enables organizations

to implement and manage improvement projects for their IT Service

Management processes efficiently and consistently. Contained within ATLAS are

over 1000 individual pieces of Pink Elephant intellectual property.

ATLAS™ OVERVIEW

Your very own Pink Elephant “Consultant-in-a-Box”!There are two options with ATLAS:

ATLAS Gold

ATLAS Platinum

Both are accessed the same way, via a user name and password to a secure web site available24 hours/day. Subscriptions are for a 12-month period with the option to renew each year.

Each document in ATLAS is content management enabled and controlled:

Only authorized process owners are able to update the documents.

A version control system keeps track of all modifications and versions.

As documents are changed, each member of the Change Advisory Board (CAB) isautomatically alerted.

Keywords in the documents are fully indexed and searchable for easy reference and linking.

ATLAS contains IT Service ManagementRoad Maps, per-process RapidDeployment Guides, customizableprocess maps, operational templates and project plans.

This repository includes:

Implementing ITIL paper andpresentation

IT Governance Unraveled paper andpresentation

Selling ITIL paper and presentation

Examples of ITIL Road Maps and KPIs

Examples of IT Service Managementprogram implementation plans

Detailed GuidanceAt a more granular level, for eachindividual process, ATLAS contains:

Project Charters

Policy Statements

Authority Matrices

Implementation Costs

Escalation Policies

Metrics and Reporting Templates

Tool Requirements

And more!

All of the core ITIL processes

and functions are covered:

Incident Management

Problem Management

Change Management

Configuration Management

Release Management

Service Level Management

Availability Management

Capacity Management

Financial Management for IT Services

IT Service Continuity Management

Operations Management

Security Management © P

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Over1,000

DocumentsAvailable!

All Pink Elephant process and program management content is available for review from the ATLAS

Reference Library. Additionally, you can participate in specially scheduled online “Ask-the-Expert”

sessions with Pink Elephant's ATLAS Experts, and exclusive monthly educational webinars from Pink’s

executive consulting team.

ATLAS™ GOLD

We believe ATLAS will become

indispensable for IT Service Management

teams as it provides:

Access to “ITIL Content”: Master copies of ITService Management project plans, processmaps and guides and operational templates -essential tools and documentation forenabling ITIL implementation andimprovements. Refer to them whenever youneed them, download them to your desktop,customize and use them in your own IT ServiceManagement improvement projects. All ITILfocused improvement projects would benefitfrom ATLAS Gold!

Multiple views: Provides the opportunity torefer to items in multiple views and documenttypes while retaining source integrity.

24x7 Access Via the Web: No matter whereyou are you will always have access to ATLASGold - all you need is an Internet connection.

Implementation Guidance: ATLAS has “how toimplement ITIL best practices” guidance builtin through Rapid Deployment Guides and anoverall Road Map template.

Access to “The ITIL Experts”: Confidence inknowing that your ATLAS Gold-based projectshave the backing and support of the world’sforemost authority on IT Service Management -via weekly online Q&A sessions.

An Education Forum: Coaching and guidancefrom Pink Elephant's Executive Consultingteam through an exclusive ATLAS Goldschedule of webinars.

PinkGold Customer Status: As an ATLAS Goldcustomer you receive a 25% discount on allPink Elephant public education, conferencesand special event programs.

ATLAS Gold Workflow

Review the Rapid Deployment

Guides in ATLAS to find out what

to work on first/next

Pink Elephant's ATLAS Reference Library

Seek personal advice via Pink's

"Ask-the-Expert" service

included in ATLASAt any time

Consult with your industry peers

via the Webinar service

included in ATLAS

> 1000 BestPractices

Documents

Pink Elephant - Leading The Way In IT Management Best Practices

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Take ATLAS Gold to the next level! ATLAS Platinum includes your own micro-site (Client Reference Library)

where you can copy, customize and update all of the ATLAS content from the ATLAS Reference Library.

This is done by deploying a customer defined permissions model to allow each member of your project

team to manage and access the content they need to use in their IT Service Management improvement

activities. Maintaining your own live micro-site enables you to work on continuous improvement projects

with confidence, knowing that all your team members are working with the same, customized and version

controlled documentation.

Here’s How To Work With ATLAS PlatinumTo begin defining a process flow to integrate

Incident Management and Problem

Management in your organization,

for example:

1. Review the Problem Management RapidDeployment Guide in the ATLAS MasterReference Library to find out which documentsand activities need to be addressed.

2. Clone the relevant documents from theReference Library into your Client ReferenceLibrary - these documents will be identifiedand controlled by ATLAS as “version 1”.

3. As you need to work on customizing eachdocument, “check it out” of the ATLAS ClientReference Library.

4. If necessary, ensure other members of yourCAB are involved to provide their input to thecustomization process.

5. When you are satisfied that the customizeddocuments are ready to be deployed into your “live” environment, check them back into your ATLAS Client Reference Library andthey will now be identified as “version 2” - the current version.

6. The version 1 documents will still be there to review, but anyone needing to refer to thedefinitive, live version will be served version 2ATLAS.

In addition to all the benefits of ATLAS Gold,

ATLAS Platinum subscribers are provided:

Secure Organizational Access: In ATLAS Gold,one person has access; in ATLAS Platinumyour whole organization has access. One ofthe first set-up activities will be to define thevarious levels of access your staff need. Thatmeans defining who has update, approval, and read rights, ensuring that your work isprotected and there’s an audit trail of allupdates. This is done by assigning an ATLASPlatinum site administrator who defines andmanages the various levels of access -according to the built-in permissions model.

Hosted Customized Content: All the content inthe ATLAS Reference Library can be copied andcustomized according to your organization’sprecise requirements.

Content Management: Built right into ATLASfunctionality is a state-of-the-art contentmanagement system which, through industrystandard meta-tagging, maintains linksbetween related items as you customize them;re-assembling them together into complete

documents relevant to your specific needs atany time. This content managementfunctionality delivers built-in consistencyacross all your improvement efforts.

Version Control: The state-of-the-art contentmanagement system built right into ATLASPlatinum’s functionality handles versioncontrol as you make your customizationchanges. You and your team can be assuredyou are always working with the most up-to-date, and consistent documents.

Enables IT Governance: Provides thedocumentation and controls necessary tosupport legislation requirements (such as theSarbanes-Oxley Act in the USA).

Enables Dispersed Team Collaboration: A“definitive” continuous process design andimprovement environment; including multi-region (or global) projects.

Training & Support: Our 3-day customeractivation process includes guidance on howto set-up and manage your micro-site as wellas a workshop facilitated by a Pink Elephant'sITIL Expert to coach you through the initialsteps of planning your IT Service Managementcontinuous improvement project.

ATLAS™ PLATINUM

> 1000 BestPractices

Documents

Version

Version

Seek personal advice via Pink's

"Ask-the-Expert" service

included with ATLAS

Review the Rapid

Deployment Guides in

ATLAS to find out what

to work on first/next

Customize

documents

to meet your

precise needs

At any time

Check out version 1

documents

Clone documents as version 1 from the

ATLAS Reference Library

Pink Elephant's ATLAS Reference Library Your own ATLAS Client Reference Library

ATLAS Platinum Workflow

Documents

are available

operational

use

Check in version 2

documents

Consult with your industry

peers via the Discussion Forum

service included with ATLAS

1

2

3

4

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www.pinkelephant.com 1-888-273-PINK 25

Practitioner Level Certification

Management Level Certification

Conferences & Special Events

Establishing & Managing IT Services According To ITIL Best Practices

26 - 28Toronto, ON

How To Implement ITIL: Integrating People& Tools With Processes

11 - 13Toronto, ON

9 - 11Orlando, FL

Measuring, Reporting & Improving The ITInfrastructure According To ITIL Best Practices

9 - 11Orlando, FL

ITIL Practitioner: Configuration, Change & Release Management

21 - 25Philadelphia, PA

17 - 21San Francisco, CA

25 - 29Chicago, IL

18 - 22Toronto, ON

24 - 28Philadelphia, PA

23 - 27Chicago, IL

13 - 17Philadelphia, PA

16 - 20Toronto, ON

Oct. 30 - Nov. 3San Francisco, CA

4 - 8San Francisco, CA

4 - 8Philadelphia, PA

ITIL Practitioner: Service Desk, Incident &Problem Management - NEW!

2 - 4Orlando, FL

6 - 8Orlando, FL

6 - 8San Diego, CA

27Early Bird

IT Executive ManagementCertification

Orientation: July 24Classroom: August 14 - 18

Classroom: September 11 - 15Exams: October 5 - 6

San Francisco, CAOrientation: September 25Classroom: October 16 - 20

Classroom: November 13 - 17Exams: November 30 - 1

Philadelphia, PAOrientation: November 17

Classroom: December 11 - 15Classroom: January 8 - 12

Exams: February 1 - 2Chicago, IL

IT Governance 2006: Pink Elephant's 11th Annual Symposium

ITIL Implementation Road Map

11th Annual IT Service ManagementConference & Exhibition

ITIL Service Manager

Pink Elephant - Leading The Way In IT Management Best Practices

SCHEDULE-AT-A-GLANCE: JULY-DECEMBER 2006©

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Courses & Events July August September October November December

ITIL IT Service Management Essentials

COBIT® Essentials - NEW! 9 - 11Orlando, FL

11 - 13Chicago, IL

23 - 25Toronto, ON

13 - 15San Francisco, CA

13 - 15Philadelphia, PA

6 - 7San Francisco, CA

11 - 12Philadelphia, PA

17 - 18Denver, CO

19 - 20Dallas, TX

24 - 25Toronto, ON

25 - 26Jersey City, NJ

1 - 2San Francisco, CA

3 - 4Seattle, WA

8 - 9Boston, MA

9 - 10Orlando, FL

15 - 16Philadelphia, PA

17 - 18Chicago, IL

21 - 22Washington, DC

28 - 29Calgary, AB

28 - 29Toronto, ON

30 - 31Vancouver, BC

12 - 13Denver, CO

12 - 13Edmonton, AB

14 - 15Philadelphia, PA

18 - 19San Jose, CA

19 - 20Chicago, IL

20 - 21Phoenix, AZ

21 - 22Washington, DC

26 - 27Montreal, QC

26 - 27New York, NY

28 - 29Houston, TX

28 - 29Richmond, VA

28 - 29Toronto, ON

3 - 4Ottawa, ON

3 - 4San Francisco, CA

5 - 6Seattle, WA

10 - 11Atlanta, GA

12 - 13Boston, MA

16 - 17Washington, DC

18 - 19Chicago, IL

24 - 25Jersey City, NJ

24 - 25St. Louis, MO

24 - 25Vancouver, BC

26 - 27Toronto, ON

30 - 31Philadelphia, PA

2 - 3Burlington, ON

2 - 3Las Vegas, NV

6 - 7San Francisco, CA

8 - 9Raleigh, NC

14 - 15Denver, CO

16 - 17Philadelphia, PA

20 - 21Chicago, IL

23 - 24Toronto, ON

28 - 29New York, NY

28 - 29Orlando, FL

30 - 1Calgary, AB

30 - 1Houston, TX

Foundation Level Certification4 - 5

Jersey City, NJ4 - 5

San Diego, CA5 - 6

Boston, MA5 - 6

San Francisco, CA7 - 8

Seattle, WA12 - 13

Dallas, TX12 - 13

Philadelphia, PA14 - 15

Phoenix, AZ14 - 15

Toronto, ON18 - 19

Chicago, IL18 - 19

Washington, DC

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www.pinkelephant.com 1-888-273-PINK

FEES & REGISTRATION INFORMATION

27

Courses & Events CAD Fee USD Fee Page

Foundation Level Certification

ITIL IT Service Management Essentials $1,995 $1,395 6

COBIT Essentials $2,595 $1,695 7

Practitioner Level Certification

Establishing & Managing IT Services According To ITIL Best Practices $2,595 $1,695 see website

How To Implement ITIL: Integrating People & Tools With Processes $2,595 $1,695 8

Measuring, Reporting & Improving The IT Infrastructure According To ITIL Best Practices $2,595 $1,695 8

ITIL Practitioner: Configuration, Change & Release Management $3,795 $3,295 9

ITIL Practitioner: Service Desk, Incident & Problem Management $3,795 $3,295 9

Management Level Certification

ITIL Service Manager Certification Program $12,995 $9,750 10

IT Executive Management Certification N/A $2,695 11

Conferences & Special Events

IT Service Management Conference & Exhibition N/A $1,795 12

IT Governance 2006: 11th Annual Symposium N/A $1,695 14

ITIL Implementation Road Map $2,595 $2,295 16

Attendee from the 10th Annual International IT

Service Management Conference & Exhibition:

"... Pink Elephant continually represents

itself as the foremost authority on

ITIL... there is no classier event that

can be held."

Kelly Scott, University Of Oklahoma

Attendee from an ITIL Implementation

Road Map:

"I think this has been one of the most

useful sessions I have ever taken

(in 40 years!)"

Martin Giles, Mgr., IT Infrastructure,

Tech Cominco Limited

Attendee from an In-House ITIL IT Service

Management Essentials Course:

"Excellent instructor and course.

Would highly recommend both!”

Annie Richardson, Senior Instructor,

National Guard Bureau

To RegisterChoose one of the following options:

Phone: 1-888-273-PINK

E-mail: registrations@pinkelephant.com

Online: www.pinkelephant.com

Fees & PaymentPink Elephant must receive payment withregistration. Fees do not include GST, which ispayable for all events presented in Canada.

Substitutions & CancellationsYou can substitute an attendee at any time.Pink Elephant must receive a cancellation inwriting (registrations@pinkelephant.com) nolater than 15-business days prior to the startdate. You will receive a refund minus anadministration fee of $250. Participants whocancel after the 15 day timeline will receivecredit towards another Pink Elephant event orworkshop, less an administration fee of $250.All course credits are valid for six monthsfrom cancellation date.

No-ShowsNo credit is provided and no refunds aremade if notification is not received in writingand acknowledged by Pink Elephant 15 daysin advance of the start date.

Questions?

Please call us at 1-888-273-PINK from 8:30a.m. to 7:30 p.m., Eastern Standard Time,Monday through Friday. Our customer serviceteam will be happy to answer all of yourquestions about:

Public Course Schedule

In-House Education

Conferences & Specials Events

Consulting & Program Management

ATLAS

Attention mailroom: If undeliverable, please route to the IT Director.

E d u c a t i o n • C o n s u l t i n g • A T L A S • C o n f e r e n c e s

Pink Elephant - Leading The Way In IT Management Best Practices

Catalog of ServicesJuly To December 2006