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Schedule-At-A-Glance


Sunday, February 19, 2012

10:00am – 7:00pm: Registration, Information & Customer Service Desk Open

3:45pm – 5:00pm: Conference Optimizers

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Introduction To ITIL

Rich Petti,
IT Management Consultant, Pink Elephant

Code: Beginner 		Introduction To COBIT

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: Beginner 		Introduction To Lean Management

Martin Erb,
Director, Professional Services, Pink Elephant

Code: Beginner 		Introduction To CMM & Process Maturity

Rae Garrett,
Principal Consultant, Pink Elephant

Code: Beginner

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Introduction To ISO 20000

Jack Probst,
Principal Consultant, Pink Elephant

Code: General 		Introduction To PRINCE2

Graham Price,
Principal Consultant, Pink Elephant

Code: Beginner 		5 Tips For Cementing Organizational Change

Troy DuMoulin,
AVP, Strategic Solutions, Pink Elephant

Code: Beyond Beginner 		24601 Less Miserable – Breaking Free & Building Teams

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General

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Focus Groups

Choose from:

ITIL & ITSM In Utilities - CO9

ITIL & ITSM In Government - CO10

ITIL & ITSM In Financial Services - CO11

ITIL & ITSM In Education & Universities - CO12

5:00pm – 7:00pm: Welcome Reception & Exhibition Showcase Open


Monday, February 20, 2012

7:00am – 6:30pm: Registration, Information & Customer Service Desk Open

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

7:30am – 8:00am: Practitioner Radio Live Recording

7:15am – 8:15am: Breakfast Clubs 

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

Rich Petti,
IT Management Consultant, Pink Elephant

Code: Beginner		 Introduction To COBIT

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: Beginner 		Introduction To Lean Management

Martin Erb,
Director, Professional Services, Pink Elephant

Code: Beginner		 Introduction To CMM & Process Maturity

Rae Garrett,
Principal Consultant, Pink Elephant

Code: Beginner

Breakfast Club BM5
Breakfast Club BM6
Breakfast Club BM7
Breakfast Club BM8
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		 ITSM Program & Project Management Forum

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

Code: General		 Mobility & Metrics: What’s On Your CIO’s Phone?

Vance Brown,
Chairman & CEO, Cherwell Software

Code: General

8:30am – 10:20am:

Conference Welcome & Opening Keynote:
Sir Ken Robinson - The Element: How Finding Your Passion Changes Everything

10:20am – 10:40am: Break

10:40am – 11:55am:

Track 1 101
Track 2 102A
Track 2 102B
Track 3 103A
“The If 16:” Leadership Attributes For Those Who Choose To Lead

Doug Moran,
Former CIO, Capital One Financial Services & Author

Code: General 		Con-Way’s Lean IT Journey

Richard Carroll,
VP IT, Con-way Inc / Menlo Worldwide

Code: Beginner 		GDIT ITSM Strategy For Becoming A Leader In Our Market Space

James Howard,
ITSM Program Manager, General Dynamics Information Technology’s Intelligence Solutions Division

Code: Beginner		 Configuration Management System: Vision & Reality

Jane Mandeville,
Process Owner CMDB, Vanderbilt University

Code: General

Track 3 103B
Track 4 104A
Track 4 104B
Track 5 105
Problem Management Case Study

Mark Phillips,
Operations Services Director, Brigham Young University

Code: Beginner 		The Secret To Knowing Where You Are Going: Using The Balanced Scorecard For IT

Dr. Jim Anderson,
Blue Elephant Consulting

Code: General		 Different Results…It’s All About Getting To The Root Cause Of Your Thinking

Stephen Wrenn,
Senior VP Enterprise IT Services, CVS Caremark &
Adjunct Professor, University of New Hampshire

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

Graham Price,
Principal Consultant, Pink Elephant

Code: Beginner

Track 7 107
Track 8 108
Track 9 109A
Track 9 109B
Managing Chaos Through Release & Change Management

Anthony Krasinski,
Section Manager, IT Service Management, Erie Insurance

Code: Beyond Beginner 		Social Media Policy: Creation & Roll Out

Eve Mayer Orsburn,
CEO, Social Media Delivered

Code: General 		Using Lean To Establish IT Governance & IT Value Streams

Steve Bell,
Founder, Lean IT Strategies, LLC

Code: Beyond Beginner 		Utilizing Lean Six Sigma, Project Management & ITIL To Implement A Service Catalog

Cindy Trudeau,
Manager, IT Service Management Program, Presbyterian Healthcare Services

Code: General

Track 10 110
Track 12 112A
Track 12 112B
Track 14
Application Management As Part Of The Overall Service Management Lifecycle

Cathy Kirch,
Process Architect, Allstate Insurance Company

Code: Beyond Beginner 		Boeing’s “Software Express” & Total Cost Of Ownership

Dustin Coe,
System Design Integrator & Program Manager, Boeing

Code: General

Social IT

Moderated By:
Rhett Glauser,
ServiceNow

Adam Mason,
Loyola Marymount University &
Kim Liston,
Omnicare Information Solutions &
Chris Dancy,
ServiceNow

Code: General 		Focus Groups

Choose from:

How To Define IT Services From A Customer Perspective - 114A

The Three Views Of The IT Service Catalog (Who Is My Customer?) - 114B

Developing ITIL Awareness & Education Strategy - 114C

Critical Project/Program Roles For Success In An ITSM Improvement Program - 114D

11:55am – 2:55pm: Concurrent Networking Lunch, Breakout Sessions & Exhibition Showcase Open 

11:55am – 12:10pm: Break

12:10pm – 1:25pm: 

Track 1 201
Track 3 203
Track 4 204
Track 5 205A
Tribal Leadership & The Way Of The Culture Warrior

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General 		ITSM Extreme Makeover – Part 1:
ITSM Program Roadmap

Jack Probst,
Principal Consultant, Pink Elephant

Code: General 		Secrets For Getting "Them" To Listen

Dr. Jim Anderson,
Blue Elephant Consulting

Code: General 		PRINCE2 Certification vs. PMI/PMP (PMBOK) – Which One?

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: General

Track 5 205B
Track 10 210
Track 12 212A
Track 12 212B
Live & Let Live: Conflict Management In Project Management

Elizabeth Harrin,
Director, The Otobos Group

Code: General 		Launch & Learn

Paulette Scheffer,
Senior Director, IT Infrastructure & Service Management, Adobe Systems Incorporated

Code: Beginner 		Panel Discussion: Conducting The Symphony While Writing The Music – Mapping ITIL To ISO/IEC 20000

Timothy Currie,
Service Manager, Fermilab

Code: Beyond Beginner 		Mobility, Big Data & Precognition

Chris Dancy,
Senior Manager, Digital Strategy, ServiceNow

Code: General

1:25pm – 1:40pm: Break

1:40pm – 2:55pm: 

Track 2 302
Track 3 303
Track 5 305
Track 7 307
BSMReview 2011 Survey Results

Bill Keyworth,
Founding Editor, BSMReview.com

Code: General 		Service Catalog – Backwards!

Tracey Richardson,
Product Management, Ohio State University

Code: General		 Profiling Problem Solvers: How Does Industrial Psychology Help Leaders Maximize Human Performance?

Bernardo Tirado,
Six Sigma Black Belt, PMP, and Industrial Psychologist, The Project Box

Code: General 		Change Management – CAB Design & Operation

Mary Lopez,
ITIL Process Owner, Office of the CIO - IT Service Management, State Compensation Insurance Fund

Code: General

Track 8 308
Track 9 309
Track 11 311
Track 12 312
Award-Winning Social Media In The Government

Chris Longshore,
Information Systems Manager, City of Arvada

Code: General 		Velocity: Combining Lean, Six Sigma & Theory of Constraints To Achieve Breakthrough Performance

Troy DuMoulin,
AVP, Strategic Solutions, Pink Elephant

Code: Beyond Beginner 		Showdown Of The Methodologies

Rob England,
The IT Skeptic

Code: General 		IT Unification Against All Odds

Moderated By:
Craig McDonogh,
ServiceNow

Susan Roy, 
Temple-Inland &
Farah Remtulla,
Emory University

Code: Beyond Beginner

2:55pm – 3:15pm: Break

3:15pm – 4:30pm: 

Track 1 401
Track 2 402A
Track 2 402B
Track 3 403A
Lead With “LUV”

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General 		What's CSR Got To Do With IT?

Karen Ferris,
Director, Macanta Consulting

Code: Beyond Beginner 		Technology Is The Easy Part: Becoming A High Performance Organization

Kathy Starkoff,
CIO, Ohio State University

Code: General 		Solving Real-World Problems With ITSM & Process Improvement

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

Code: General

Track 3 403B
Track 4 404A
Track 4 404B
Track 5 405
Motivation Through Gamification

Kim Liston,
Infrastructure & Operations, Omnicare Information Solutions

Code: General 		Establishing Business Justification For Process Improvement

Troy DuMoulin,
AVP, Strategic Solutions &
Jack Probst,
Principal Consultant, Pink Elephant

Code: Beyond Beginner 		Culture With A Big "C" - Don't Start Your ITSM Implementation Without It

Dr. Carol E. Pollard,
Professor of Computer Information Systems, Walker College of Business, Appalachian State University

Code: General 		Managing Projects With Social Media: How Will Social Media Impact The Way We Manage Projects?

Bernardo Tirado,
Six Sigma Black Belt, PMP, and Industrial Psychologist, The Project Box

Code: General

Track 6 406
Track 7 407
Track 9 409A
Track 9 409B
Discussion Panel: Using Social Media In IT

Moderated By:
George Spalding,
Pink Elephant

Panelists:
Eve Mayer Orsburn,
Social Media Delivered,
Elizabeth Harrin,
The Otobos Group,
Barclay Rae,
Barclay Rae Consulting &
Christopher Dean,
PureShare

Code: General 		Implementing A Single Point Of Contact Service Desk

Joel Krause,
Manager, Office of the CIO - IT Service Management, State Compensation Insurance Fund

Code: General 		Super-Sizing Siemens’ Service Improvement Program

Margo Fullilove,
Process and Quality Management, Process Architect ITIL Service Management Program Director, Atos (formerly Siemens IT Solutions & Services)

Code: Beyond Beginner 		Applying The Principles Of Lean To IT Operations – From Theory To Practice

Mike Orzen,
President, Mike Orzen & Associates, Inc

Code: Beyond Beginner

Track 10 410
Track 11 411
Track 12 412
Track 14
Executive Steering Committee: Best Practices At Allstate

Pete Corrigan,
Allstate Technology & Operations Senior Vice President, Allstate Insurance Company

Code: General 		COBIT, ITIL & PRINCE2: The 3 Musketeers!

Andre van der Merwe,
Senior Manager, Service Warranty & Improvement, Business Connexion

Code: Beginner 		How ITSM Strategies Help Build A Private Cloud

Kurt Milne,
Managing Director, IT Process Institute

Code: Beyond Beginner 		Focus Groups

Choose from:

Implementing A Communication Strategy & Plan - 414A

CSI – Where To Start & Keeping The Momentum Going After The Project Is Closed - 414B

Event Management & Monitoring Tools - 414C

Integrating Different Frameworks, Standards & Models - 414D

4:30pm – 6:30pm: Networking Reception & Exhibition Showcase Open 


Tuesday, February 21, 2012

7:00am – 6:30pm: Information & Customer Service Desk Open

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

7:15am – 8:15am: Breakfast Clubs 

Breakfast Club BT1
Breakfast Club BT2
Breakfast Club BT3
Breakfast Club BT4
Introduction To COBIT

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: Beginner		 Introduction To Lean Management

Martin Erb,
Director, Professional Services, Pink Elephant

Code: Beginner		 Introduction To CMM & Process Maturity

Rae Garrett,
Principal Consultant, Pink Elephant

Code: Beginner		 The Executive Club

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

Code: General

Breakfast Club BT5
Breakfast Club BT6
Breakfast Club BT7
IT Support & Service Desk Forum

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

Code: General		 ITIL 2011 – What’s New?

Anil Dissanayake,
IT Management Consultant, Pink Elephant

Code: General 		Four Ways To Improve Your ITSM Program

David Mainville,
CEO & Co-Founder of Consulting-Portal

Code: General

8:30am – 10:20am:

ITIL Awards &
Morning Keynote: Nicholas Carr - The Shallows: What The Internet Is Doing To Our Brains

10:20am – 10:40am: Break

10:40am – 11:55am: 

Track 1 501A
Track 1 501B
Track 2 502
Track 3 503A
Happily Ever After – Giving Your People A Story To Tell (With A Happy Ending)

Kirk Weisler,
Chief Moral Officer, Team Dynamics

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

Paul Wilkinson,
Director, GamingWorks

Code: General 		Tackling Global Resistance...& Winning!

Christophe Zajpt,
Director IT Effectiveness, Honeywell IT Services

Code: General 		Effective ITIL Training For A Large & Ever-Changing Workforce

Michael Gabbitas,
IT Training Manager, Brigham Young University

Code: General

Track 3 503B
Track 4 504A
Track 4 504B
Track 5 505A
ITSM Extreme Makeover – Part 2:
ITSM Program Roadmap In The Real-World

Jack Probst,
Principal Consultant, Pink Elephant &
Jerry York,
VP/CIO, UTHSC

Code: General 		The LOE Index: A Quantitative Tool For Measuring The Individual Response To Organizational Change

Dr. Victoria M. Grady, PhD,
Assistant Professorial Lecturer, Department of Organizational Science, Columbian School of Arts & Sciences, George Washington University

Code: Beyond Beginner 		4 Rules For Transferring Knowledge Into Results

David Ratcliffe,
President, Pink Elephant

Code: General 		A Paradigm Shift In Project Management

Ty Kiisel,
Manager, Social Outreach, AtTask, Inc. & Host of the TalkingWork Podcast

Code: General

Track 5 505B
Track 6 506
Track 7 507
Track 8 508
Right The First Time! A PRINCE2 Case Study

Julien F. Salgado, PhD,
Quality Manager, British Telecom plc

Code: Beyond Beginner 		Discussion Panel: Cloudy With A Chance Of ITSM

Moderated By:
Troy DuMoulin,
Pink Elephant

Panelists:
Craig McDonogh, 
ServiceNow,
David Mainville,
Consulting-Portal,
Vance Brown,
Cherwell Software,
Rob England,
The IT Skeptic &
Sean Harrison,
Northrup Grumman

Code: General 		Delivering Excellence In IT Knowledge Management & IT Self-Service

William Purcell,
Incident Manager, Paychex

Code: General 		The Social Media Business Equation™

Eve Mayer Orsburn,
CEO, Social Media Delivered

Code: Beyond Beginner

Track 10 510
Track 11 511
Track 12 512
Track 14
Achieving ISO 20K Certification: Stepping Into The Winner’s Circle

Jim King,
Director, Service Management, Optimization & Strategy, Shared Services Canada

Code: Beyond Beginner		 ITIL: An IT Governance Enabler

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: General 		The Silver Bullet? Software That “Works & Plays With Others”

Jeffrey H. Westcott,
ITSM Service Manager, Lawrence Livermore National Laboratory

Code: Beginner 		Focus Groups

Choose from:

Assessing & Adapting Attitude, Behavior & Culture For IT Success - 514A

Avoiding ITIL Process Silos Through Integration & Automation - 514B

Building An ITSM Business Case - 514C

Service Desk To User Services Engagement Center - 514D

11:55am – 2:55pm: Concurrent Networking Lunch & Breakout Sessions

11:55am – 3:15pm: Exhibition Showcase Open

11:55am – 12:10pm: Break

12:10pm – 1:25pm: 

Track 1 601
Track 3 603
Track 4 604
Track 6 606
The Right Prescription For ITSM Success

Mary Jo McElroy,
VP Information Services, OhioHealth

Code: General 		2010 Project Of The Year Winner…One Year Later

Brian Newcomb,
Associate Director, Ohio State University

Code: General 		From Conception To Curriculum – Achieving True ITSM Success

Andrzej Gadomski,
Manager of Business Operations, Wilfrid Laurier University

Code: Beginner 		Discussion Panel: Expert Recommendations

Moderated By:
George Spalding,
Pink Elephant

Panelists:
Rob England,
The IT Skeptic,
Jan Schilt,
GamingWorks,
Cathy Kirch,
Allstate Insurance Company &
Jeffrey H. Westcott,
Lawrence Livermore National Laboratory

Code: General

Track 9 609
Track 10 610A
Track 10 610B
Track 14 614
Implementation Of A Global Capacity Management Process

Donald L. Knox,
PMP, LSS Black Belt, NA Process Manager Capacity & Availability, Atos (formerly Siemens IT Solutions & Services)

Code: Beginner 		ISO 20000 Implementation – A Lean Success Story

Andrew Bream,
PMP, ISD Sr. IT Manager, General Dynamics Information Technology

Code: General 		ITSM: Delivering New Business Value Every 12 Weeks!

Den Jones,
Sr. Manager ITSM Program, Adobe Systems Incorporated

Code: Beginner 		Focus Group

Creating A Culture & Leadership Team To Support Change

1:25pm – 1:40pm: Break

1:40pm – 2:55pm: 

Track 1 701
Track 2 702
Track 3 703A
Track 3 703B
Leading Change: Kotter’s 8-Step Model

Gary Case,
Principal Consultant, Pink Elephant

Code: Beyond Beginner 		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 		Good Enough Financial Management

Bryan Frank,
Change, Release and Deployment Management, AAA Northern California, Nevada & Utah

Code: Beginner 		ITSM Extreme Makeover – Part 3:
ITSM Program Management In the Real-World

Rod Cantu,
PMP / ITSM EMO Program Manager & Incident Management Process Owner &
Bryan Menn,
PMP / Manager, Project Management Office & Service Request Fulfillment Process Owner, UTHSC

Code: General

Track 7 707
Track 8 708
Track 11 711
Track 14 714
Service Management At The Speed Of Light

Stephen Abbott,
Senior Service Manager - IPTV & FibreOP, Bell Aliant

Code: General 		Social Media For Project Managers

Elizabeth Harrin,
Director, The Otobos Group

Code: General 		COBIT 5 – Are You Ready?

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: General 		Focus Group

Current State Of ITSM In Higher Education – Top Issues & Shared Advice

2:55pm – 3:15pm: Break

3:15pm – 4:30pm: 

Afternoon Keynote: Dr. Joanne Cantor - Conquer CyberOverload: Strategies For Sanity & Success

4:30pm – 6:30pm: Networking Reception


Wednesday, February 22, 2012

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

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

7:15am – 8:15am: Breakfast Clubs

Breakfast Club BW1
Breakfast Club BW2
Breakfast Club BW3
Breakfast Club BW4
5 Ways To Apply “Lean IT” To ITSM

Martin Erb,
Director, Professional Services, Pink Elephant

Code: General 		ITIL 2011 – What’s New?

Anil Dissanayake,
IT Management Consultant, Pink Elephant

Code: General 		Top 10 Considerations For Implementing Change Management

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: Beginner 		8 Ways ITSM Project Managers Go Wrong & What To Do About It

Rae Garrett,
Principal Consultant, Pink Elephant

Code: Beginner

Breakfast Club BW5
Breakfast Club BW6
Service Strategy: Refreshed!

Jack Probst,
Principal Consultant, Pink Elephant

Code: Beyond Beginner		 Focus Group

The Road To The Emerald City – Defining An ITSM Roadmap

8:30am – 10:20am:

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

10:20am – 10:40am: Break

10:40am – 11:55am: 

Track 1 901A
Track 1 901B
Track 2 902
Track 3 903A
Who Killed Change?

Gary Case,
Principal Consultant, Pink Elephant

Code: General 		Tipu

Rob England,
The IT Skeptic

Code: General 		Service Strategy: Refreshed!

Jack Probst,
Principal Consultant, Pink Elephant

Code: Beyond Beginner 		The 7 Enablers Of ITSM

Troy DuMoulin,
AVP, Strategic Solutions, Pink Elephant

Code: General

Track 3 903B
Track 5 905
Track 7 907
Track 10 910A
ITSM Extreme Makeover – Part 4:
It's All About People & Results

Moderated By:
George Spalding,
Pink Elephant with the assistance of the project sponsor team – Hornbill, HDI, GamingWorks & Loyalist Certification Services.

Code: General 		8 Ways ITSM Project Managers Go Wrong & What To Do About It

Rae Garrett,
Principal Consultant, Pink Elephant

Code: Beginner 		Top 10 Considerations For Implementing Change Management

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: Beginner 		A Guide To The Universal Service Management Body Of Knowledge (USMBOK)

Ian Clayton,
Author

Code: Beginner

Track 10 910B
Track 10 910C
Track 12 912A
Track 12 912B
Far From The Factory: Lean For The Information Age

Martin Erb,
Director, Professional Services, Pink Elephant

Code: General 		Fast ITSM – Let's Get Moving!

Barclay Rae,
Consultant, Barclay Rae Consulting

Code: Beginner 		How To Align Process & Technology

Charlie Miles,
IT Management Consultant, Pink Elephant

Code: Beginner 		So, You’ve Defined Your Processes; Now How Do You Get Them Into That Tool?

Suzanne Eden,
Manager, Enterprise Systems & Tools Management, AAA Northern California, Nevada & Utah

Code: General

Track 14
Focus Groups

Choose from:

Defining Metrics That Matter - 914A

You Have Implemented Incident, Problem & Change Management - Now What? - 914B

From Technology To Service Management - The ITSM Leadership Transformation Challenge - 914C

Modeling Services In A CMDB - 914D

11:55am – 12:55pm: Networking Lunch For Workshops

12:55pm – 3:40pm: Half-Day Workshops

Track 15 W1
Track 15 W2
Track 15 W3
Track 15 W4
The LOE Index: A Quantitative Tool For Measuring The Individual Response To Organizational Change

Dr. Victoria M. Grady, PhD,
Assistant Professorial Lecturer, Department of Organizational Science, Columbian School of Arts & Sciences, George Washington University

Code: Beyond Beginner 		ITSM Strategic Road Map Workshop

Troy DuMoulin,
AVP, Strategic Solutions, Pink Elephant

Code: General 		Incident Management Health Check

Charlie Miles,
IT Management Consultant, Pink Elephant

Code: General 		Event Management Health Check

Zahra Rahemtulla,
IT Management Consultant, Pink Elephant

Code: General

Track 15 W5
Track 15 W6
Problem Management Health Check

Rae Garrett,
Principal Consultant, Pink Elephant

Code: General 		Change Management Health Check

Kristin Colburn,
IT Management Consultant, Pink Elephant

Code: General

2:10pm – 2:25pm: Break

3:40pm: Conference Ends – See you next year!

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