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Overview &
Highlights 		Program
Details 		Pre & Post
Workshops 		Exhibition
Showcase 		ITIL®
Awards 		Business
Case 		Special Offers,
Fees &
Registration
 
Schedule-At-A-Glance


Saturday, February 19, 2011

12:00pm – 7:00pm: Registration, Information & Customer Service Desk Open


Sunday, February 20, 2011

8:00am – 7:00pm: Registration, Information & Customer Service Desk Open

4:15pm – 5:15pm: Conference Optimizers

Conference Optimizer CO1
Conference Optimizer CO2
Conference Optimizer CO3
Conference Optimizer
An Introduction To ITIL

Pierre Bernard,
IT Management Consultant, Pink Elephant

Code: Beginner 		What IT Managers Need To Know About Process Maturity

Terry Sherman,
IT Management Consultant, Pink Elephant

Code: General 		Meet Me In MargaGREETaville!
Conference Optimizer: How To Successfully Network At This Conference

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General 		Networking: Industry Focus Groups & Q&A Discussions

Choose from:

ITIL In Healthcare - CO4

ITIL In Financial Services - CO5

ITIL In Government - CO6

ITIL In Education - CO7

ITIL In Utilities - CO8

ITIL & ITSM Project/Program Management Ask A Pink Consultant Q&A - CO9

Advanced ITIL & ITSM Ask A Pink Consultant Q&A - CO10

ITIL & ITSM Beginners Ask A Pink Consultant Q&A - CO11

Conference Optimizer CO12
How To Use Social Networking At This Conference

Chris Dancy,
Digital Engagement Director, Pink Elephant

Code: General

5:00pm – 7:00pm: Welcome Reception – Welcome To “Pinkaritaville” & Exhibition Showcase Open


Monday, February 21, 2011

7:00am – 7:00pm: Registration, Information & Customer Service Desk Open

7:00am – 8:30am: Breakfast & Networking

7:15am – 8:20am: Breakfast Clubs

Breakfast Club BM1
Breakfast Club BM2
Breakfast Club BM3
Breakfast Club BM4
An Introduction To ITIL

Pierre Bernard,
IT Management Consultant, Pink Elephant

Code: Beginner 		What IT Managers Need To Know About Process Maturity

Terry Sherman,
IT Management Consultant, Pink Elephant

Code: General 		The Executive Club

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

Code: General 		IT Support & Service Desk Forum

Moderated By:
Charlie Miles &
Jim McKennan,
IT Management Consultants, Pink Elephant

Code: General

Breakfast Club BM5
Breakfast Club BM6
Breakfast Club
ITSM Program & Project Management Forum

Moderated By:
Graham Price,
Principal Consultant &
Zahra Rahemtulla,
IT Management Consultant, Pink Elephant

Code: General 		Meet Me In MargaGREETaville!
Conference Optimizer: How To Successfully Network At This Conference

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General 		Focus Groups

Choose from:

How To Develop & Manage A Service Catalog - BM7

Social Media - BM8

The Role Of Project Manager - General - BM9

8:30am – 10:00am:

Conference Welcome &
Opening Keynote: Captain Michael Abrashoff - It's Your Ship

10:00am – 10:20am: Break

10:20am – 11:35am:

Track 1 101
Track 2 102
Track 3 103A
Track 3 103B
The Changing Role Of IT & The CIO

Matt French,
Director of Product Strategy, Service-now.com &
Susan Ryan,
IT Service Manager, Blue Cross Blue Shield of Minnesota

Code: Beyond Beginner 		Building Strong Teams With “Changes In Latitudes, Changes In Attitudes”

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General 		Why ISO 20000 Should Be In Your IT Management Tool Kit

Aale Roos,
Managing Director, Pohjoisviitta Oy

Code: Beyond Beginner 		ISO 27000 – A Business Critical Framework For Information Security Management

Anil Dissanayake,
IT Management Consultant, Pink Elephant

Code: General

Track 4 104
Track 5 105A
Track 5 105B
Track 6 106
Jumpstarting Innovation In IT

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

Code: General 		An Introduction To ITIL

Pierre Bernard,
IT Management Consultant, Pink Elephant

Code: Beginner 		ITIL Lite: A Road Map To Full Or Partial ITIL Implementation – Part 1

Malcolm Fry,
President, Fry Consulting

Code: Beginner 		Why & How To Take ITIL Processes To An “Advanced” Level Of Process Maturity, Part 1: Problem Management

Gary Case,
Principal Consultant, Pink Elephant

Code: Beyond Beginner

Track 8 108
Track 9 109
Track 10 110A
Track 10 110B
The Coconut Telegraph – Part 1: Five Tips For Successful Tool Implementation

Moderated By:
Brenda Iniguez,
Pink Elephant

Sky Basu,
Kovair Software,
Karl Bietsch,
Consulting-Portal,
Brian Newcomb,
Ohio State University,
Elaine Lauritzen,
Brigham Young University &
Sean Harrison,
Northrop Grumman Corporation

Code: General 		Going For ITIL Olympic Gold!

Giselle Collins,
Systems Analyst, Client Services, IT Services, British Columbia Institute of Technology

Code: General 		The Project Management Body Of Knowledge (PMBOK)

Graham Price,
Principal Consultant, Pink Elephant

Code: Beyond Beginner 		What Executives Need To Know About Project Management

Dr. Harold Kerzner,
Executive Director, International Institute for Learning

Code: General

Track 11 111
Track 13 113
An Introduction To ISO 38500

Jack Probst,
Principal Consultant, Pink Elephant

Code: General 		Service Catalog: Too Much Or The Answer?
Q&A Panel Discussion

Moderated By:
Chris Dancy,
Digital Engagement Director, Pink Elephant

Matthew Hooper,
Inforonics, Inc.,
Mike Malone,
National Institutes Of Health (NIH),
Mauricio Corona,
Pink Elephant,
Ian Reddy,
Cisco Systems, Inc. &
Don Cholish,
Numara Software, Inc.

Code: General

11:00am – 3:00pm: Exhibition Showcase Open

11:35am – 11:55am: Break

11:35am – 2:40pm: Concurrent Networking Lunch & Breakout Sessions

11:55am – 1:10pm:

Track 1 201
Track 2 202
Track 4 204
Track 5 205
The Good Hands® Have A Green Thumb

Sandy Figurski,
Assistant VP Of Infrastructure Services, Allstate Insurance Company

Code: General 		The Coconut Telegraph – Part 2: Five Tips For Successfully Managing Teams & People Through Change

Moderated By:
Gary Case,
Pink Elephant

Dave St. Clair,
Allstate Insurance Company,
Brendan Gray,
former Interactive Data Corporation,
Stephen Wrenn,
CVS Caremark Corporation,
Dr. Lew Temares,
University of Miami &
Tina Myren,
Snohomish County Public Utilities Commission

Code: General 		Management Of Change For ITSM: Hitting The Sweet Spot

Dr. Sue Conger,
Associate Professor, Director of IT & IT Service Management Programs, University of Dallas

Code: General 		The Ins & Outs Of Supplier Management

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

Code: Beginner

Track 6 206
Track 7 207
Track 9 209
Track 10 210
Release Management: How To Drive It To A Fully Integrated & Business Aligned Reality

Dave Howard,
former Director of Service Management at Toyota Financial Services

Code: Beyond Beginner 		Case Study: Team Northwestel - Part 1

Barb Szabo,
Vice President, Northwestel

Code: General 		A 100 Day Plan For Turning A Help Desk Into An ITSM Service Desk

Lee Weekley,
Service Delivery Manager, Serco-NA

Code: Beginner 		Project Management Office (PMO): Conceptualization To Execution

Dr. Harold Kerzner,
Executive Director, International Institute for Learning 

Code: General


1:10pm – 1:25pm: Break

1:25pm – 2:40pm:

Track 1 301
Track 2 302
Track 3 303
Track 4 304
Service Strategy — An Overview

Jack Probst,
Principal Consultant, Pink Elephant

Code: Beyond Beginner 		He Tangata!

Rob England,
The IT Skeptic

Code: General 		Lean IT: Part 1

Mike Orzen &
Steve Bell,
Co-founders, Steady Improvement

Code: General 		The Balanced Scorecard

Troy DuMoulin,
AVP, Strategic Solutions, Pink Elephant

Code: Beyond Beginner

Track 5 305
Track 7 307
Track 8 308A
Track 8 308B
Service Lifecycle & Process Map: Lifesavers In A Process Jungle

Viktor Petermann,
Head of Process Management Office, Swedbank Group IT

Code: Beginner 		Case Study: Team Northwestel - Part 2

Jody Woodland,
Business Architect, Strategic Planning and Portfolio Management, Northwestel

Code: General 		The Consequence Of Hybrid Cloud Computing On Service Management Practices

Ian Clayton,
Principal, Service Management 101

Code: General 		Technology Panel: Trends – Today & Tomorrow

Moderated By:
Chris Dancy,
Digital Engagement Director, Pink Elephant

Code: General

Track 10 310
Dr. Kerzner’s 16 Points To Project Management Maturity

Dr. Harold Kerzner,
Executive Director, International Institute for Learning

Code: Beginner

2:40pm – 3:00pm: Break

3:00pm – 4:15pm:

Track 1 401
Track 2 402
Track 3 403A
Track 3 403B
Lessons Learned From The Economic Downturn

Dr. Lew Temares,
CIO, University Of Miami

Code: General 		Switch: How To Change Things When Change Is Hard

Jack Probst,
Principal Consultant, Pink Elephant

Code: General 		10 Do’s & Don’ts For Introducing & Implementing ISO 38500

James Finister,
Principal Consultant, Tata Consultancy Services

Code: Beginner 		Lean IT: Part 2

Mike Orzen &
Steve Bell,
Co-founders, Steady Improvement

Code: General

Track 4 404
Track 5 405A
Track 5 405B
Track 6 406
Taking Charge Of The Value Conversation

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

Code: General 		What IT Managers Need To Know About Process Maturity

Terry Sherman,
IT Management Consultant, Pink Elephant

Code: General 		ITIL Lite: A Road Map To Full Or Partial ITIL Implementation – Part 2

Malcolm Fry,
President, Fry Consulting

Code: Beginner 		A Detailed Look At Micron’s SLM Process

John Watts,
SLM Process Owner, Micron Technology, Inc

Code: General

Track 7 407
Track 8 408
Track 9 409A
Track 9 409B
Case Study: Team Northwestel - Part 3

Wes Brandvold,
Change Manager, Northwestel

Code: Beginner 		Retooling: Switching Tools In A Tool Centric Culture

Brian Newcomb,
Associate Director IT, Ohio State University

Code: General 		Top 10 Considerations For Implementing Change Management

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: Beginner 		Evolving From A Help Desk To An ITIL Service Desk

Phil Day,
Chief, NIH IT Service Desk

Code: General

Track 10 410
Track 11 411
Track 13 413
Recovering Troubled Projects

Dr. Harold Kerzner,
Executive Director, International Institute for Learning

Code: Beyond Beginner 		Governing Your ITSM Implementation

Dave Howard,
former Director of Service Management at Toyota Financial Services

Code: General 		Implementing ITIL In Large Organizations
Q&A Panel Discussion

Moderated By:
Gary Case,
Principal Consultant, Pink Elephant

Code: General

4:15pm – 4:30pm: Break

4:30pm – 5:45pm:

ITIL Awards: ITIL Project Of The Year

Afternoon Keynote: Tim Sanders - Likeability Factor

6:00pm – 7:30pm: Networking Reception & Exhibition Showcase Open


Tuesday, February 22, 2011

7:00am – 7:00pm: Registration, Information & Customer Service Desk Open

7:00am – 8:30am: Breakfast & Networking

7:15am – 8:20am: Breakfast Clubs

Breakfast Club BT1
Breakfast Club BT2
Breakfast Club BT3
Breakfast Club BT4
An Introduction To ITIL

Pierre Bernard,
IT Management Consultant, Pink Elephant

Code: Beginner 		What IT Managers Need To Know About Process Maturity

Terry Sherman,
IT Management Consultant, Pink Elephant

Code: General 		The Executive Club

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

Code: General 		IT Support & Service Desk Forum

Moderated By:
Charlie Miles &
Jim McKennan,
IT Management Consultants, Pink Elephant

Code: General

Breakfast Club BT5
Breakfast Club BT6
Breakfast Club BT7
Breakfast Club BT8
ITSM Program & Project Management Forum

Moderated By:
Graham Price,
Principal Consultant &
Zahra Rahemtulla,
IT Management Consultant, Pink Elephant

Code: General 		How Do I Ensure My Service Management Initiative Is Customer Relevant & Cloud Sensitive?

Ian Clayton,
Principal, Service Management 101

Code: General 		MargaREADaville: Books For Breakfast

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General 		The Coconut Telegraph – Part 3: Five Tips For Successful ITIL Start-Up

Moderated By:
Gary Case, 
Pink Elephant

Brendan Gray,
former Interactive Data Corporation,
Susan Ryan,
Blue Cross Blue Shield of Minnesota,
Tina Myren,
Snohomish County Public Utilities Commission,
Chris Loringer,
Erie Insurance Group &
Ian Reddy,
Cisco Systems, Inc.

Code: Beginner

Breakfast Club BT9
Breakfast Club BT10
5 Ways To Apply “Lean IT” To ITSM

Martin Erb,
Director, Professional Services, Pink Elephant

Code: General 		Attitude, Behavior & Culture (ABC)...THE Number 1 Success Or FAIL Factor

Paul Wilkinson,
Director, GamingWorks

Code: General

8:30am – 10:00am:

ITIL Awards: ITIL Practitioner Of The Year, Innovation Of The Year

Morning Keynote: Captain Michael Abrashoff - Leadership Forum

10:00am – 10:20am: Break

10:20am – 11:35am:

Track 1 501
Track 2 502
Track 3 503
Track 4 504
A Strategic Look At Problem Management

David Ratcliffe,
President, Pink Elephant

Code: Beyond Beginner 		People Management Best Practices At U Of M

Dr. Lew Temares,
CIO, University of Miami

Code: General 		Using LEAN & ITIL At Blue Cross Blue Shield of Minnesota

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

Code: Beyond Beginner 		An Overview Of Six Sigma Management In Service Organizations

Dr. Howard Gitlow,
Ph.D., Executive Director, Institute For Study Of Quality & Professor, School Of Business Administration, University Of Miami

Code: General

Track 5 505A
Track 5 505B
Track 6 506
Track 7 507A
7 Tips For How To Get Senior Management Buy-In

Anil Dissanayake,
IT Management Consultant, Pink Elephant

Code: Beginner 		ITIL Lite: A Road Map To Full Or Partial ITIL Implementation – Part 3

Malcolm Fry,
President, Fry Consulting

Code: Beginner 		Why & How To Take ITIL Processes To An “Advanced” Level Of Process Maturity, Part 2: Change Management

Gary Case,
Principal Consultant, Pink Elephant

Code: Beyond Beginner 		ITIL Process Maturity At BYU – Part 1

Elaine Lauritzen,
ITIL Expert & Managing Director, Production Services, Brigham Young University

Code: General

Track 7 507B
Track 8 508
Track 9 509
Track 10 510
Made To Stick

Jack Probst,
Principal Consultant, Pink Elephant

Code: General 		ITSM In A World Of Social Media & Cloud Services

Moderated By:
Craig McDonogh, 
Service-now.com

Brian Newcomb,
Ohio State University
Matt Beran,
Cognizant,
Rhett Glauser,
Service-now.com &
Susan Ryan,
Blue Cross Blue Shield of Minnesota

Code: General

 The Role Of Problem Manager

Rae Garrett,
IT Management Consultant, Pink Elephant

Code: General 		How To Avoid The Dead Cat Syndrome: Production Handover

Rob England,
The IT Skeptic

Code: Beginner

Track 13 513A
Track 13 513B
It’s The Economy, Stupid!
Q&A Panel Discussion

Moderated By:
George Spalding,
Executive VP, Pink Elephant

Code: Beyond Beginner 		Seeing Through The Clouds
Q&A Panel Discussion

Moderated By:
Troy DuMoulin,
AVP, Strategic Solutions, Pink Elephant

Code: General

11:00am – 3:00pm: Exhibition Showcase Open

11:35am – 11:55am: Break

11:35am – 2:40pm: Concurrent Networking Lunch & Breakout Sessions

11:55am – 1:10pm:

Track 1 601
Track 2 602
Track 4 604A
Track 4 604B
How To Use The Service Catalog As A Strategic Tool To Achieve IT Business Integration

Troy DuMoulin,
AVP, Strategic Solutions, Pink Elephant

Code: Beyond Beginner 		10 Things I Learned As A Navy Officer About Leadership That I’m Using In IT

Brendan Gray,
former VP Operations, Interactive Data Corporation

Code: General 		How To Use IT Governance To Drive IT Business Alignment

Dr. John Beachboard,
Professor of Computer Information Systems, Idaho State University

Code: Beyond Beginner 		The DNA Of ITSM

Dr. Stuart D. Galup,
Associate Professor of Information Technology, Florida Atlantic University

Code: Beyond Beginner

Track 5 605A
Track 5 605B
Track 6 606
Track 7 607A
Case Study: Team CVS - Part 1

Stephen Wrenn,
SVP Enterprise IT Services, CVS Caremark

Code: General 		How To Drive ITSM Successfully To “Good Enough”

Jim Heronime,
Manager, Service Transition, AAA Northern California (NCNU)

Code: General 		The Architecture Of Lean IT Value Streams

Charles T. Betz,
Enterprise Architect, Wells Fargo

Code: Beyond Beginner 		ITIL Process Maturity At BYU – Part 2

Elaine Lauritzen,
ITIL Expert & Managing Director, Production Services, Brigham Young University

Code: General

Track 7 607B
Track 9 609
ITIL Tune Ups & Maintenance For An Advanced Organization

Dave St. Clair,
Director, DM&EA , Allstate Insurance Company

Code: General 		Changes In Latitudes, Changes In Attitudes At Clark County

Carolyn Dugas,
IT Customer Support Supervisor, Clark County of Nevada

Code: Beginner

1:10pm – 1:25pm: Break

1:25pm – 2:40pm:

Track 1 701A
Track 1 701B
Track 3 703
Track 4 704
McGraw-Hill’s “CIO Invoice” Process

Greg Parris,
Senior Director of Finance, Corporate Information Management, The McGraw-Hill Companies

Code: Beyond Beginner 		Value Transformation: Increasing The Capacity Of IT Services Organizations To Choose & Deliver Winning Customer Value Propositions

Dr. Lynn Phillips,
Ph.D., Founder & Managing Director, Reinventures LLC

Code: Beyond Beginner 		The Coconut Telegraph – Part 4: Five Tips For Using Other Frameworks Beyond ITIL

Moderated By:
Gary Case, 
Pink Elephant

Les Fekete,
Honeywell,
Dr. Howard Gitlow, University Of Miami,
Bob Grinsell,
Blue Cross Blue Shield of Minnesota,
Marisa Oldnall,
CGI &
Lee Weekley,
Serco-NA

Code: General 		An Integrated IT Educational Experience For The “New” IT Professional

Dr. Ramesh Venkataraman,
Chair MSIS Program, Kelley School of Business, Indiana University

Code: General

Track 5 705
Track 6 706
Track 8 708
Track 9 709
Case Study: Team CVS - Part 2

Mike Laiter,
IS Senior Manager, IS Supply Chain Management, CVS Caremark

Code: General 		The Coconut Telegraph – Part 5: Five Tips For Managing Advanced ITSM

Moderated By:
Jack Probst,
Pink Elephant

Cathy Kirch,
Allstate Insurance Company,
Henry White,
Cisco Systems,
Viktor Petermann,
Swedbank Group IT,
Michael Gabbitas,
Brigham Young University &
Sheri Cassidy,
Progress Energy

Code: Beyond Beginner 		In The Year 2525, If ITSM Is Still Alive!

Chris Dancy,
Digital Engagement Director, Pink Elephant

Code: General 		Lessons Learned From Implementing A Global eBonded ITIL Service Desk

Dave Davis,
Program/Project Manager, AT&T

Code: Beyond Beginner

Track 14  
Focus Groups

Choose from:

ITIL & IT Governance - 714A

How & Where To Start Implementing ITIL - 714B

Marketing Your IT Services Effectively - 714C

2:40pm – 3:00pm: Break

3:00pm – 4:15pm:

Track 1 801A
Track 1 801B
Track 2 802
Track 4 804
Dashboards & Scoreboards At U Of M

Dr. Howard Gitlow,
Ph.D., Executive Director, Institute For Study Of Quality & Professor, School Of Business Administration, University Of Miami

Code: Beyond Beginner 		5 Ways ITSM & ITIL Have Helped Us Be More Strategic

Shane Callaghan,
Regional Director IT, McInnes Cooper

Code: General 		Orbiting The Giant Hairball: A Corporate Fool's Guide To Surviving With Grace

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General 		How To Develop Business Focused Education & Training Plans

Tony Gerth,
Clinical Associate Professor, Operations and Decision Technologies, Kelley School of Business, Indiana University

Code: General

Track 5 805
Track 6 806A
Track 6 806B
Track 6 806C
Case Study: Team CVS - Part 3

Abdul Golden,
Manager, Shared IT Services - Release Management, CVS Caremark

Code: Beginner 		Process Confusion To Process Nirvana: A Journey To A Process Centric Operational Model

Les Fekete,
IT Service Manager, Honeywell

Code: Beyond Beginner 		Our Service Catalog Journey At NIH

Mike Malone,
Process Owner, Service Catalog Management, National Institutes of Health (NIH)

Code: Beyond Beginner 		Harvesting The Power Of The CMDB: Progressing Toward Closed Loop Change Management

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

Code: Beyond Beginner

Track 7 807
Track 8 808
Track 9 809
Track 10 810
Educating IT Staff Beyond ITIL

Cathy Kirch,
ITIL Expert & Process Consultant, Allstate Insurance Company

Code: General 		Social Media & Security Essentials

Troy DuMoulin,
AVP Strategic Solutions, Pink Elephant

Code: General 		Problem Management – More Complex Than People Think?

Aale Roos,
Managing Director, Pohjoisviitta Oy

Code: Beyond Beginner 		ITIL Planning Concepts For Project Managers

Marisa Oldnall, Executive Consultant, CGI

Code: Beyond Beginner

Track 11 811
Track 13 813A
Track 13 813B
ITIL: An IT Governance Enabler

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: General 		The Situation Room: A CMDB – Really?

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

4:15pm – 4:45pm: Prize Giveaway In General Session Room

4:45pm – 6:00pm:

ITIL Awards: Pink Elephant Practitioner Student Of The Year

Afternoon Keynote: Malcolm Fry - Everything I Learned About Surviving ITSM Implementations, I Learned From Jimmy Buffett

6:00pm – 7:30pm: Networking Reception


Wednesday, February 23, 2011

7:00am – 4:30pm: Information & Customer Service Desk Open

7:00am – 8:30am: Breakfast & Networking

7:15am – 8:20am: Breakfast Clubs

Breakfast Club BW1
Breakfast Club
The Executive Club

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

Code: General 		Focus Groups

Choose from:

Stuck In The Mud: How To Keep Change Moving Forward - BW2

How To Maintain Continual Improvement - BW3

Managing & Leading Effectively Through Cultural Transformation - BW4

Developing ITIL Awareness & Education Plans - BW5

The Role Of Program Manager / Director - General - BW6

Assessing & Adapting Attitude, Behavior & Culture For IT Success - BW7

8:30am – 10:00am:

ITIL Awards: Conference Case Study Award

Closing Keynote: David Ratcliffe & George Spalding - 10 Things You Need To Do Starting Monday Morning!

10:00am – 10:20am: Break

10:20am – 11:35am:

Track 1 901
Track 2 902
Track 3 903
Track 4 904
The Role Of Executive Sponsor

Jack Probst,
Principal Consultant, Pink Elephant

Code: General 		Talking ‘Bout mY Generation!

Brenda Iniguez,
Strategic Business Management, Pink Elephant

Code: General 		How To Use Lean Management & Theory Of Constraints For ITSM Continual Service Improvement

Troy DuMoulin,
AVP, Strategic Solutions, Pink Elephant

Code: Beyond Beginner 		Leading Change

Gary Case,
Principal Consultant, Pink Elephant

Code: Beyond Beginner

Track 8 908A
Track 8 908B
Track 8 908C
Track 9 909
Top 10 Most Important Things To Consider For Assessing, Selecting & Implementing Tools

Rae Garrett,
IT Management Consultant, Pink Elephant

Code: Beginner 		Cloudy Application Management

Mark Smalley,
IT Paradigmologist, ASL BiSL Foundation

Code: General 		Enterprise .Next

Chris Dancy,
Digital Engagement Director, Pink Elephant

Code: General 		Service Catalogs In The Real World
Q&A Panel Discussion

Moderated By:
Craig McDonogh,
Service-now.com

Samantha Reed,
REI,
Ryan Stoughton,
REI,
James Farrer,
Brigham Young University &
Kavitha Durgampudi,
Staples

Code: General

Track 10 910
Track 13 913
Managing Successful Projects With PRINCE2®

Graham Price,
Principal Consultant, Pink Elephant

Code: General 		Industry Certifications – What’s Important: For Whom & Why?

Pierre Bernard,
IT Management Consultant, Pink Elephant

Code: General

11:35am – 12:15pm: Networking Lunch For Workshops

12:15pm – 4:15pm: Half-Day ITIL & ITSM Workshops

Track 15 W1
Track 15 W2
Track 15 W3
Track 15 W4
Incident Management Workshop

Moderated By:
Charlie Miles,
IT Management Consultant, Pink Elephant 		Problem Management Workshop

Moderated By:
Jim McKennan,
IT Management Consultant, Pink Elephant 		Change Management Workshop

Moderated By:
Kristin Colburn,
IT Management Consultant, Pink Elephant 		Release Management Workshop

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

Track 15 W5
Track 15 W6
Track 15 W7
Track 15 W8
Supplier Management Workshop

Moderated By:
Anil Dissanayake,
IT Management Consultant, Pink Elephant 		ITSM Strategic Road Map Workshop

Moderated By:
Troy DuMoulin,
AVP, Strategic Solutions, Pink Elephant 		Configuration Management Workshop

Moderated By:
Graham Price,
Principal Consultant, Pink Elephant 		Continuous Improvement Workshop

Moderated By:
Gary Case,
Principal Consultant, Pink Elephant

Track 15 W9
Track 15 W10
Track 15 W11
Track 15 W12
Service Catalog Workshop

Moderated By:
Jack Probst,
Principal Consultant, Pink Elephant 		Service Level Management Workshop

Moderated By:
Robin Hysick,
IT Management Consultant, Pink Elephant 		Making ITSM Real

Rob England,
The IT Skeptic

Code: General 		The DNA Of ITSM

Dr. Stuart D. Galup,
Associate Professor of Information Technology, Florida Atlantic University

Code: Beyond Beginner

Track 15 W13
Value Transformation: Increasing The Capacity Of IT Services Organizations To Choose & Deliver Winning Customer Value Propositions

Dr. Lynn Phillips,
Ph.D., Founder & Managing Director, Reinventures LLC

Code: Beyond Beginner

4:15pm: Conference Ends - See you next year!


Note: Sessions are subject to change.  Please check back for the latest updates to the conference schedule.