Exhibition Hall Optimizer

Rob England,
The IT Skeptic

Code: General

Conference Optimizer: How To Successfully Network At This Conference

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General

Networking Industry Focus Groups

ITIL^® In Healthcare – P3

ITIL In Financial Services – P4

ITIL In Government – P5

ITIL In Education – P6

ITIL In Utilities – P7

An Introduction To ITIL

Mark Hamilton,
IT Management Consultant, Pink Elephant

Code: Beginner

What IT Managers Need To Know About Process Maturity

Terry Sherman,
IT Management Consultant, Pink Elephant

Code: Beyond Beginner

Conference Optimizer: How To Successfully Network At This Conference

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General

Exhibition Hall Optimizer

Rob England,
The IT Skeptic

Code: General

The Executive Club

Moderated By:
Brenda Iniguez,
Strategic Business Development, Pink Elephant

Code: General

Focus Groups: Choose From 2

The Role Of Project Manager – B6

The Role Of Problem Manager – B7

Service Strategy — An Overview

Jack Probst,
Principal Consultant, Pink Elephant

Code: Beyond Beginner

An IT Executive’s View Of ITSM & ITIL

Robert Turner,
Senior VP, Capital One Financial Corporation

The Servant: A Simple Story About The True Essence Of Leadership

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General

An Introduction To ITIL

Mark Hamilton,
IT Management Consultant,
Pink Elephant

The Early Years Of ITIL At Almac

Sarah Toms,
Service Support Manager, Almac Group

Code: Beginner

Information Technology Service Continuity Management

Dave Lauer,
Service Continuity Coordinator, OhioHealth

Code: Beyond Beginner

Release Management: In Good Hands

Cathy A. Kirch,
ITIL Expert & Process Consultant, Allstate Insurance

Code: General

Good To Great: Why Some Companies Make The Leap...And Others Don't

Troy DuMoulin,
AVP, Product Strategy, Pink Elephant

Code: General

Application Lifecycle Management & IT Service Management: How Do They Co-Exist?

Martin Erb,
Director, Product Development , Pink Elephant

Code: General

Panel Discussion: IT Leaders Share Their Perspective On Software As A Service (SaaS)

Moderated By:
Matt French,
Service-now.com

Chris Pope,
NYSE Euronext,
Amy Irwin,
PepsiAmericas,
Greg Lazzaro,
VeriSign, Inc. &
Carolyn Dugas,
Clark County, Nevada

Code: General

Top 10 Considerations For Implementing Change Management

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: Beginner

Project Management In A Fast-Paced, Often-Changing IT Organization

Ernie Nielsen,
Managing Director, Enterprise Services Portfolio Management, Brigham Young University 

Code: General

So, You've Got A Service Catalog – Now What?

Kai Holthaus, 
Director of Product Management, McKesson Corporation
 
Code: Beyond Beginner

Focus Groups: Choose From 3

The Role of Program Manager/Director – 113A

How & Where To Start Implementing ITIL – 113B

How To Set Up & Manage A CAB – 113C

5 Tips For Developing An ITSM Strategic Road Map

Troy DuMoulin,
AVP, Product Strategy, Pink Elephant

Code: General

ITSM & ITIL: How Allstate Has “Made It Stick”

Pete Corrigan,
VP Infrastructure Services, Allstate Insurance 

Code: General

The Magnificent Seven – Part 1: Seven Tips From Seven Managers For Managing The People Side Of Change

Moderated By:
Kirk Weisler

Ernie Nielsen,
Brigham Young University,
Sarah Johnson,
(formerly with) Starwood Hotels & Resorts,
Debra Krar,
PMI Southern Ontario Chapter (Toronto),
Sheri Cassidy,
Progress Energy,
Brian Gibbons,
State Farm Insurance,
Kim Liston,
OhioHealth &
Steve Hayman,
Compassion International

Code: General

What IT Managers Need To Know About Process Maturity

Terry Sherman,
IT Management Consultant, Pink Elephant

Code: Beyond Beginner

Release Management At Bell Aliant

Darren Dunn,
Sr. Operations Manager, Bell Aliant 

Code: Beyond Beginner

Wouldn’t It Be Nice?

Henry White,
Director, IT Global Operations & Excellence In Operations, Cisco Systems, Inc.

Code: General

The 5 Most Important Things I’ve Learned As A Change Manager

Chanin Forsyth,
Change Manager, American Greetings

Code: Beginner

Implementing ITIL In Large Organizations - Q&A Panel Discussion

Moderated By:
Gary Case, Principal Consultant, Pink Elephant

Code: General

ITIL: Strategically Speaking

Stephen Wrenn,
VP, ITSM & Process Excellence, CVS Corporation

Code: Beyond Beginner

Release Management: Getting The Right People In The Right Roles

Brian Gibbons,
Release Manager, Claims Solution Center, State Farm Insurance

Code: Beginner

First, Break All The Rules

Jack Probst,
Principal Consultant, Pink Elephant 

Code: Beyond Beginner

Award Winning Identity & Access Management - Part 1

Mary Jo McElroy,
Vice President, IT Compliance & Standards, OhioHealth

Code: General

SLM Meets The Real World

Sheri Cassidy,
ITSM Program Manager &
Bill Iffland,
Enterprise Configuration Manager, Progress Energy

Code: Beginner

7 Tips For Creating & Managing A World-Class ITIL Service Desk

Jim McKennan,
IT Management Consultant, Pink Elephant

Code: Beginner

The Situation Room: Clarifying ITIL & ITSM – What They Are, What They Aren’t & The Benefits You Can Expect

Aidan Lawes,
Independent Service Management Evangelist

Code: General

Execution: The Discipline Of Getting Things Done

Troy DuMoulin,
AVP, Product Strategy, Pink Elephant

Code: Beyond Beginner

Chargeback Arrangement Delivers For 1-800-FLOWERS

Steve Bozzo,
CIO, 1-800-FLOWERS.COM Inc.

Code: Beyond Beginner

Leading Change

Gary Case,
Principal Consultant, Pink Elephant

Code: Beyond Beginner

The Magnificent Seven – Part 2: Seven Tips From Seven Managers For Successful ITIL Start Up

Moderated By:
Jack Probst

Cathy A. Kirch,
Allstate Insurance,
Elaine Lauritzen,
Brigham Young University,
Catherine McGregor, (Retired), BMO Financial Group,
Stephen Wrenn,
CVS Corporation,
Sarah Toms,
Almac Group,
William Hargrove,
Waste Management National Services Inc. &
Michael Oatley,
Government of Bermuda

Code: General

The Ins & Outs Of Supplier Management

Nikki Foster,
Director, Strategic Sourcing & Vendor Management, McKesson Corporation

Code: Beginner

Modeling Services Linked To Business Value

Troy Gundersen,
Product Line Manager, IT Tools & Applications, Brigham Young University

Code: Beyond Beginner

Fuelling A Strong Change & Release Management Integrated Process At BP

Haskell Moore,
Change & Release Manager, BP North America

Code: Beyond Beginner

Award Winning Identity & Access Management -
Part 2

Scott Supman,
Manager, Identity & Access Management, OhioHealth

Code: General

Hey, You! Get On To My Cloud

Rodrigo Flores,
CTO & Founder, newScale, Inc.

Code: General

ITIL Project Roles & Responsibilities

Graham Price,
Principal Consultant, Pink Elephant

The Situation Room: A CMDB – Really?

Rob England,
The IT Skeptic  

Code: General

Focus Group:

The Role of Change Manager – 413

An Introduction To ITIL

Mark Hamilton,
IT Management Consultant, Pink Elephant

Code: Beginner

What IT Managers Need To Know About Process Maturity

Terry Sherman,
IT Management Consultant, Pink Elephant

Code: Beyond Beginner

“Great” Books For Breakfast

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General

The Executive Club

Moderated By:
Brenda Iniguez,
Strategic Business Development, Pink Elephant

Code: General

Dr. Jim’s Q&A Forums

Jim McKennan,
IT Management Consultant, Pink Elephant

Code: General

Q&A Forum: How Do I Get To 22?

Pierre Bernard,
Manager Education Product Portfolio, Pink Elephant

Code: General

SLM, SLAs, & ITIL: Three Is NOT A Crowd!

Erik Hille,
Director Of Product Management & Product Marketing, CA

Code: General

B2B Open Source: Lowering TCO Sustainably During The Crisis
Product Demonstration: The First ITIL-Compatible Open Source ITSM Solution 

Werner Siebecke,
Head of IT Service Management &
Shawn Beasley,
Community Director, ((otrs)) 

Code: General

Approaches For Successful Service Delivery In The Virtual Age

John Maclean,
Global Product Manager, EMC Ionix Service Manager

Code: General

Focus Group

How To Develop & Manage SLAs and OLAs – B16

Cultural Transformation & Organizational Maturity

Jack Probst,
Principal Consultant, Pink Elephant

Code: Beyond Beginner

The Real Business Of IT: How CIOs Create & Communicate Value

Dr. George Westerman,
Research Scientist, Center For Information Systems Research, MIT Sloan School of Management

Code: Beyond Beginner

Team Work: How To Create Good Vibrations!

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General

Achieving Trust & Success Through Process Improvement & Standard Support

Elaine Lauritzen,
ITIL Expert & Director of Operations Center, Brigham Young University

Code: General

Winning Friends & Influencing People On The Road To Greatness

Troy DuMoulin,
AVP, Product Strategy, Pink Elephant

Code: Beyond Beginner

Don’t Brake…Keep Your Foot On The Pedal!

Dave Howard,
National Manager Service Management, Toyota Financial Services

Code: General

Are You Ready To Move From Good To Great?

Catherine McGregor, Dept. Manager of Process Support Services (Retired), BMO Financial Group

Code: General

Ask The Technology Experts: Q&A Panel Discussions - Cloud Computing

Moderated By: 
George Spalding,
Executive Vice President, Pink Elephant

Code: General

Configuration Management: Incremental Improvement Versus Delayed Perfection

Dave Lauer,
Service Continuity Coordinator, OhioHealth

Code: Beginner

Successful IT Projects: What's The Secret?

Debra Krar,
Director, PMI Southern Ontario Chapter (Toronto)

Code: General

How To Overcome Process Compliance Challenges

Sarah Johnson,
(formerly) Senior Manager, Customer Services Support, Starwood Hotels & Resorts

Code: General

The Situation Room: The Real Benefits Of Professional Certification

Rob England,
The IT Skeptic

Code: General

Implementing ITIL In Small Organizations – Q&A Panel Discussion

Moderated By:
Gary Case, Principal Consultant, Pink Elephant

Code: General

Focus Groups:  Choose From 2

How To Gain Senior Management Buy-In – 513A

How To Develop & Manage A Service Catalog – 513B

Leveraging A Service CI Model As A Strategy For Service Improvement

Garrison Hall,
Sr. Process Manager – ITIL / CSO Service Management, Bell Aliant

Code: Beyond Beginner

Good To Great: Why Some Companies Make The Leap...And Others Don't

Troy DuMoulin,
AVP, Product Strategy, Pink Elephant

Code: General

Developing Awareness & Education Strategies For ITIL Deployment

Gary Case,
Principal Consultant, Pink Elephant

Code: General

Finding The Right Prescription For Service Portfolio Management

Jenny Czajkowski,
Chief Planning, Evaluation, and Communications Office, Center for Information Technology, National Institutes of Health/HHS

Code: Beginner

Process Management & Improvement

Valinda Rose,
Enterprise Process Innovation Project Manager, Brigham Young University

Code: General

Catch An Elephant By The Tale

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General

ITIL In Bermuda Shorts

Michael Oatley,
Director, Information Technology Office (ITO), Government of Bermuda

Code: General 

The Fine Art Of IT Costing – What It Really Means

William Miller,
Associate Vice President, Nationwide Insurance

Code: Beyond Beginner

Knowing Me; Knowing You...Ah Haa

Jack Probst,
Principal Consultant, Pink Elephant

Code: Beyond Beginner

Service Catalog:  How Did We Ever Get Along Without It?

Mike Sparks,
Director, Business Service Management / Technology Solutions, Allstate Insurance  

Code: General

Slow & Steady Wins The Race – But Is There A Finish Line?

Bill Iffland,
Enterprise Configuration Manager, Progress Energy

Code: Beyond Beginner

The Magnificent Seven – Part 3: Seven Tips From Seven IT Professionals For Successful Tool Implementation

Moderated By:
Brenda Iniguez

Brenda Iniguez,
Pink Elephant,
Patrick Bolger,
Hornbill Systems Inc.,
Sheri Cassidy,
Progress Energy,
Stewart Crymble,
BMO Financial Group,
Kai Holthaus, 
McKesson Corporation,
Troy Gundersen,
Brigham Young University &
Jeff Westcott,
Lawrence Livermore National Laboratory

Code: General

What A “Service-Driven” Culture Means At OhioHealth

Kim Liston,
Vice President, IT Customer Service, OhioHealth

Code: Beginner

Top 5 Strategic Benefits Stantec Has Gained From Implementing ITIL

Chris McDonald,
VP & CIO, Stantec Corporation

Code: Beyond Beginner

Turning IT Risk Management Into Business Value

Dr. George Westerman,
Research Scientist, Center For Information Systems Research, MIT Sloan School of Management

Code: Beyond Beginner

People Are The Secret Weapon To Running IT Like A Business

Russell Barrett,
IT Director, BNP Paribas, North America 

Code: General

Continual Service Improvement: From Strategies To Measurements

Gary Case,
Principal Consultant, Pink Elephant

Code: General

Surfer Girls, Surf Boards & CMDBs – Is There A Connection?

Graham Price,
Principal Consultant, Pink Elephant

Code: Beginner

Implementing ITIL – The Journey Continues

Sheri Cassidy,
ITSM Program Manager, Progress Energy

Code: General

What Business & Incident Management Integration Really Means

Stewart Crymble,
ITIL – Department Manager Product Operations, BMO Financial Group

Code: Beyond Beginner

Ask The Technology Experts: Q&A Panel Discussions - ITSM Suites

Moderated By:
Brenda Iniguez,
Strategic Business Development, Pink Elephant

Code:  General

Building A Successful Online Request Center: A Two Year Journey

Bob Grinsell,
Request Management Administrator, Blue Cross Blue Shield Minnesota

Code: General

Process Design Simplified: Waste Management's ITSM Journey

William Hargrove,
Process Design, Waste Management National Services Inc.

Code: Beginner

How Project Management & Change Management Come Together

Liz Konarske,
IT System Support Manager, Carhartt

Code: Beginner

IT Strategy & Governance

Jack Probst,
Principal Consultant, Pink Elephant

Code: Beyond Beginner

The Situation Room: What Do You Think Of The ITIL Certification Scheme? And What, If Anything, Needs Changing?

Aidan Lawes,
Independent Service Management Evangelist

Code: General

Focus Group:

The Role of Service Level Manager – 813

The Executive Club

Moderated By:
Brenda Iniguez,
Strategic Business Development, Pink Elephant

Code: General

Dr. Jim’s Q&A Forums

Jim McKennan,
IT Management Consultant, Pink Elephant

Code: General

Q&A Forum: How Do I Get To 22?

Pierre Bernard,
Manager Education Product Portfolio, Pink Elephant

Code: General

Delivering Customer Value From Outsourcing Your Enterprise IT Services – A Multi-Disciplinary Approach To Applying ITIL

Panel Discussion
Moderated By:
Jen Marie Parker,
Senior Associate, Booz Allen Hamilton

Code: General

How To Successfully Deploy A Business Focused End User Portal

Edward Chiles,
Senior Systems Engineer, Matrix42

Code: General

ITIL Castles In The Cloud

Troy DuMoulin,
AVP, Product Strategy, Pink Elephant

Code: General

Using Process Baselines To Kick-Start Successful Service Desk Implementations

Alexander Keller, 
Senior Technical Staff Member, IBM

Code: General

Focus Groups: Choose From 2

How To Set Up & Manage A CMDB – B23

Stuck In The Mud: How To Keep Moving Forward – B24

How To Use The Service Catalog As A Strategic Tool To Achieve IT Business Integration

Rodrigo Flores,
CTO & Founder, newScale, Inc. &
Troy DuMoulin,
AVP, Product Strategy, Pink Elephant

Code: Beyond Beginner

Made To Stick

Jack Probst,
Principal Consultant, Pink Elephant 

Code: General

The 7-Step Improvement Process

Pierre Bernard,
Manager Education Product Portfolio, Pink Elephant

Code: General

Conducting A Readiness Assessment Before Process Deployment

Gary Case,
Principal Consultant, Pink Elephant

Code: General

ITIL Under Pressure!

Matthew Bowles,
IT Management Consultant, Pink Elephant

Code: Beginner

The Biggest Mistakes IT Organizations Make Implementing Problem Management & How To Avoid Them

Jim McKennan,
IT Management Consultant, Pink Elephant

Code: Beginner

The Project Management Scorecard: Measuring The Success Of Project Management Solutions (Improving Human Performance Series)

Graham Price,
Principal Consultant, Pink Elephant 

Code: General

ITIL: An IT Governance Enabler

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: General

The Situation Room: How To Fail At Service Management (Without Really Trying!)

Aidan Lawes,
Independent Service Management Evangelist

Code: General

Focus Group: Choose From 2

The Role of Service Desk Manager – 913A

Incident Management Workshop

Facilitated By:
Matthew Bowles,
IT Management Consultant, Pink Elephant

Problem Management Workshop

Facilitated By:
Jim McKennan,
IT Management Consultant, Pink Elephant

Change Management Workshop

Facilitated By:
Mark Hamilton,
IT Management Consultant, Pink Elephant

Release Management Workshop

Facilitated By:
Zahra Rahemtulla,
IT Management Consultant, Pink Elephant

Service Level Management Workshop

Facilitated By:
Anil Dissanayake,
IT Management Consultant, Pink Elephant

ITSM Strategic Road Map Workshop

Facilitated By:
Troy DuMoulin,
AVP, Product Strategy, Pink Elephant

Configuration Management Workshop

Facilitated By:
Graham Price,
Principal Consultant, Pink Elephant

Continuous Improvement Workshop

Facilitated By:
Gary Case,
Principal Consultant, Pink Elephant

Service Catalog Workshop

Facilitated By:
Jack Probst,
Principal Consultant, Pink Elephant

Making ITSM Real

Rob England,
The IT Skeptic

Code: General