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Speaker & Session Descriptions


Session Codes

To help in your selection process, each session has been coded. Use the following chart as your guide to choose the session that best fits your individual situation.

The codes are offered as a guide only. Everyone attending is encouraged to participate in whatever session contains the subject matter and content with the most relevance to each individual.

CODE DESCRIPTION
General These sessions are of general interest to everyone regardless of level of knowledge, experience or industry certification.
Beginner These sessions are aimed at those who are new to ITSM, ITIL® or the subjects presented, and who likely do not possess industry certification or have just started project implementation.
Beyond Beginner These sessions are for those with practical implementation experience, and have attained industry certification beyond Foundation Level.

Need help in deciding which sessions to attend? For assistance:

  • Before attending the Conference, call 1-888-273-PINK with questions
  • Onsite at the Conference, visit Pink’s Customer Service Desk and speak to one of our representatives

Keynote & Featured Speakers

Ken Robinson The Element: How Finding Your Passion Changes Everything
Sir Ken Robinson, PhD

What does it take to achieve personal success and feel like you are in your element? World-renowned innovator Sir Ken Robinson argues that it is not natural talent that drives personal success, but rather a delicate interplay among talent, passion, attitude and opportunity that brings people to achieve their highest levels of success and lead lives of meaning and purpose. Based on his newly released and highly acclaimed book The Element: How Finding Your Passion Changes Everything, Robinson takes audiences on a compelling tour of what can happen in all our lives when passion and talent meet. He draws on the personal stories of high achievers in many fields, including Sir Paul McCartney, Arianna Huffington, Matt Groening (creator of The Simpsons), Meg Ryan and renowned physicist Richard Feynman. With a wry sense of humor, Sir Ken helps audiences understand:

  • What it takes to find "The Element" in our own lives
  • Why age and occupation are no barrier
  • How to enhance creativity and innovation in both personal and professional settings
  • How focusing on "The Element" is an essential strategy in transforming education, business and communities to meet the challenges of living and succeeding in the twenty-first century

Sir Ken is an internationally recognized leader in the development of education, creativity and innovation. He is also one of the world’s leading speakers with a profound impact on audiences everywhere. The videos of his famous 2006 and 2010 talks to the prestigious TED Conferences have been seen by an estimated 200 million people in over 150 countries.

For 12 years, he was a professor of education at the University of Warwick in the UK and is now a professor emeritus. He has been honored with numerous highly prestigious awards including the Peabody Medal for contributions to the arts and culture in the United States, and the Benjamin Franklin Medal of the Royal Society of Arts for outstanding contributions to cultural relations between the United Kingdom and the United States. In 2005, he was named as one of TIME/FORTUNE/CNN’s ‘Principal Voices’.

His book The Element: How Finding Your Passion Changes Everything (Penguin/Viking 2009) is a New York Times best seller and has been translated into 21 languages. His latest book is a 10th anniversary edition of his classic work on creativity and innovation, Out of Our Minds: Learning to be Creative (Capstone/Wiley).


Nicholas Carr

TheShallows: What the Internet Is Doing to Our Brains

 

The Shallows: What The Internet Is Doing To Our Brains
Nicholas Carr

Is Google making us stupid? When Nicholas Carr posed that question in an award winning essay, he tapped into a well of anxiety about how the Internet is changing us. He also crystallized one of the most important debates of our time: As we enjoy the Net’s bounties, are we sacrificing our ability to read and think deeply?

Now Nick expands his argument into the most compelling exploration of the Internet’s intellectual and cultural consequences yet seen. As he describes how human thought has been shaped through the centuries by “tools of the mind” – from the alphabet, to maps, to the printing press, the clock, and the computer – Nick interweaves a fascinating account of recent discoveries in neuroscience by such pioneers as Michael Merzenich and Eric Kandel. Our brains, the historical and scientific evidence reveals, change in response to our experiences. The technologies we use to find, store, and share information can literally reroute our neural pathways.

Building on the insights of thinkers from Plato to McLuhan, Nick makes a convincing case that every information technology carries an intellectual ethic – a set of assumptions about the nature of knowledge and intelligence. He explains how the printed book served to focus our attention, promoting deep and creative thought. In stark contrast, the Internet encourages the rapid, distracted sampling of small bits of information from many sources. Its ethic is the ethic of the industrialist, an ethic of speed and efficiency, of optimized production and consumption – and now the Net is remaking us in its own image. We are becoming ever more adept at scanning and skimming, but what we are losing is our capacity for concentration, contemplation, and reflection.

Nicholas Carr is a hugely popular (and controversial!) author who writes about technology, culture, and economics. His books have been translated into twenty languages. In addition to his most recent bestseller, The Shallows,: What the Internet Is Doing to Our Brains, Nick is the author of two earlier books, The Big Switch (2008) and Does IT Matter? (2004). He has been a columnist for The Guardian and has written for The Atlantic, The New York Times, The Wall Street Journal, Wired, The Times of London, The New Republic, The Financial Times, Die Zeit and other periodicals.

Called an “exceedingly lucid” speaker by Computerworld, Nicholas Carr has spoken on information technology, innovation, and business strategy at Harvard, MIT, Wharton, the Federal Reserve Bank of Dallas, NASA, the University of Sydney, and Moscow State University as well as at dozens of industry, company, governmental, and professional events in Europe, Asia, and the Americas. Rich with concrete examples and practical advice, Nick's lectures challenge the conventional wisdom, engaging audiences and spurring fresh thinking and constructive debate.


Joanne Cantor Conquer CyberOverload: Strategies For Sanity & Success
Dr. Joanne Cantor, Outreach Director of the Center for Communication Research, University of Wisconsin–Madison

gadgets

Do you own your gadgets? Or, do your gadgets own you? You may be very surprised by what Dr. Cantor has to say!

Dr. Cantor is a communication expert who helps people make the most of their time and their talents by effectively managing the technology in their lives. Although our digital devices – computers, smartphones, iPods, iPads, and such—are great tools, they often interfere with our ability to be creative and get things done, and they can add unnecessary stress to our lives. Dr. Cantor’s session will give you very valuable insight into the effects of technology and provide simple, effective strategies for harnessing the power of the Internet Age without being overwhelmed by it.

Using a fun and highly interactive format, Dr. Cantor will lead you through a series of mind exercises that allow you to experience just how inept our brains are at multitasking and how information overload reduces rather than enhances your creativity. She also presents easy-to-grasp findings from recent brain research to help people understand what it is about our brains that makes constant connectivity to our devices so antithetical to doing good work. Then, in addition to providing strategies for reducing multitasking and limiting interruptions, she provides a series of easy methods of increasing creativity while reducing stress.

Dr. Cantor is an internationally recognized expert on the psychology of media and communications. She was a professor at the University of Wisconsin for 26 years and is the author of three books, including the highly acclaimed Conquer CyberOverload, and more than 90 scholarly articles and chapters. She has won awards for her speaking, her writing, and her mentoring of graduate students. She is Outreach Director of the Center for Communication Research at the University of Wisconsin–Madison, and her consulting firm maintains an active program of evaluation research for educational projects.

In recognition of her expertise, Dr. Cantor has testified on numerous occasions before US Congressional committees as well as the Federal Communications Commission. She is frequently cited in the national press and has been a guest on numerous radio and television shows including Oprah, Good Morning America, and several NPR programs. She recently received the “Rising Star” Award from the Wisconsin chapter of the National Speakers Association.


David Ratcliffe

George Spalding
10 Things You Need To Do Starting Monday Morning!
David Ratcliffe, President &
George Spalding, Executive Vice President, Pink Elephant

A very popular closing keynote session each year, join David and George – two of the world’s foremost ITSM Experts – as they refer to the many informative case study and expert presentations from this conference. They will highlight ten critical actions you can easily put into play when you return to work after this highly educational event. They will also give guidance about how to communicate these findings to your colleagues (and bosses!) in the form of a Post-Conference Trip Report and even a fun themed staff meeting! Don’t miss the valuable insight David and George can give you about how to summarize and communicate key learning points you gained; why this is very important; and most importantly how to demonstrate immediate quick wins!


Sunday Pre-Conference Optimizers

Maximize Your Learning! Start your conference experience early with one of these value-added focus groups and breakout educational sessions.

Rich Petti Introduction To ITIL
Rich Petti, IT Management Consultant, Pink Elephant

Code: Beginner

This overview is an ideal way to learn about ITIL’s IT Service Management framework and Service Lifecycle approach. Designed for those new to ITIL or needing a refresh, the agenda includes an overview of ITIL’s five books – Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement – and their main concepts and best practices, together with a high level look at the 26 process, 4 function IT Service Management process model.

To maximize participation, this session is scheduled more than once throughout the conference – It is presented on Sunday afternoon as a Conference Optimizer, and Monday as a Breakfast Club session.


Jennifer Wels Introduction To COBIT
Jennifer Wels, IT Management Consultant, Pink Elephant

Code: Beginner

Expand your business and IT skills by learning about COBIT!

COBIT® (Control Objectives for Information and related Technology) is designed to be an information technology governance aid to management. COBIT’s business-orientated framework identifies 34 information technology processes, grouped in 4 domains, and is supported by over 200 detailed control objectives. Each one of the 34 processes leverages IT resources, and is aimed at the quality, fiduciary and/or security requirements for information. The 34 IT processes guide management to selecting Critical Success Factors – the most important issues or actions that management need to achieve control over, so that IT can be effective in enabling the entity's business objectives.

To maximize participation, this session is scheduled more than once throughout the conference – It is presented on Sunday afternoon as a Conference Optimizer, and Monday and Tuesday as Breakfast Club sessions.


Martin Erb Introduction To Lean Management
Martin Erb, Director, Professional Services, Pink Elephant

Code: Beginner

In this overview, Martin will explain Lean’s origins and major guiding principles. You’ll walk away with an understanding of what Lean Management is, and an awareness of its business and IT value.

Simply put, Lean is focused on getting the right things to the right place at the right time in the right quantity to achieve perfect work flow, while minimizing waste and being flexible and able to change. To accomplish this, Lean thinking changes the focus of management from optimizing separate technologies, assets, and vertical departments to optimizing the flow of products and services through entire value streams that flow horizontally across technologies, assets, and departments to customers. Eliminating waste along entire value streams, instead of at isolated points, creates processes that need less human effort, less space, less capital, and less time to make products and services at far less costs and with much fewer defects, compared with traditional business systems. Organizations are able to respond to changing customer desires with high variety, high quality, low cost, and with very fast throughput times. Also, information management becomes much simpler and more accurate.

To maximize participation, this session is scheduled more than once throughout the conference – It is presented on Sunday afternoon as a Conference Optimizer, and Monday and Tuesday as Breakfast Club sessions.


Rae Garrett Introduction To CMM & Process Maturity
Rae Garrett, Principal Consultant, Pink Elephant

Code: Beginner

Are your ITSM processes “defined?” Are they fully “optimized?” Do you know what these mean, and why it’s important for you to know?

Attend this session and you’ll learn about the key concepts and guiding principles of “process maturity”. The session includes an overview of the CMM model (Capability Maturity Model) and the 6 different process maturity stages: 0 - Not Performed; 1 - Initial; 2 - Repeatable; 3 - Defined; 4 - Managed; 5 - Optimized. What do each of these mean? And, why should every IT manager need to know? Attend this session for an explanation of each stage and why understanding a maturity level is necessary to overall successful project management, and implementing ITIL and ITSM best practices.

Make this a must-attend session to help you better understand other conference presentations that refer to process maturity, assessments, best practices for implementing ITIL processes, and the “health checks” on Wednesday afternoon.

To maximize participation, this session is scheduled more than once throughout the conference – It is presented on Sunday afternoon as a Conference Optimizer, and Monday and Tuesday as Breakfast Club sessions.


Jack Probst Introduction To ISO 20000
Jack Probst, Principal Consultant, Pink Elephant

Code: General

Benefit from Jack’s expertise – he’s one of North America’s most knowledgeable ISO 20000 experts. He also serves on the US Task Group 25 and was named as the Head of the US delegation. An increasing number of organizations are choosing to have their IT staff and departments audited for ISO 20000 certification. Why? Jack will tell you all about it. He’ll describe the key components of ISO 20000’s IT Service Management framework, and also explain how it complements ITIL. His presentation will also include an overview of “individual” vs. “organization” certifications.


Graham Price Introduction To PRINCE2
Graham Price, Principal Consultant, Pink Elephant

Code: Beginner

Join Graham – a certified and well seasoned project management expert – as he introduces you to PRINCE2 (PRojects IN Controlled Environments) and describes: the framework and its components; benefits to individuals and organizations; the certification process; and how PRINCE2 can help you to successfully implement ITIL processes, and other major changes.


Troy DuMoulin 5 Tips For Cementing Organizational Change
Troy DuMoulin, AVP, Strategic Solutions, Pink Elephant

Code: Beyond Beginner

You’ve put your staff through certification. You’ve implemented new processes. You’ve purchased and implemented new tools. BUT, you’re not seeing the results you were after. One reason could be that not enough attention has been placed on formally “cementing” or “freezing” change in your organization. Troy will explain what this means, and why all IT leaders must understand the concepts of anchoring change in order to make it stick. Based on his extensive experience, Troy will also offer five tips IT leaders can use immediately on return to work to make a difference.


Kirk Weisler 24601 Less Miserable – Breaking Free & Building Teams
Kirk Weisler, Chief Morale Officer, Team Dynamics

Code: General

Join Kirk, a conference favorite, for a highly participative session designed to help leaders build teams, create culture and inspire change.

2 slides (no death by PowerPoint in this session)
4 activities (this is a hands-on session – participation required)
6 actionable insights you can take home and do to build teams
0 excuses (more on this later)
1 objective – to create connection, build community and create a more powerful, positive, and productive workplace culture


Track 1 – Leadership & The ABCs Of ITSM

One main reason why major change implementations fail is because leaders don’t effectively address the ABCs (Attitude, Behavior and Culture) – the “people side” of change. Speakers in this track will  provide proven and practical how-tos for effectively managing and leading people through the process of change.

Gary Case

Who Killed Change?
Who Killed Change?
Gary Case, Principal Consultant, Pink Elephant

Code: General

Every day organizations launch change initiatives – often big, expensive ones – designed to improve the status quo. This includes the thousands of ITIL and ITSM implementations started each year. But, do you know that close to 70% of these change efforts fail?! A few perish suddenly, but many die painful, protracted deaths that drain the organization's resources, energy and morale.

Why this disturbing trend? Gary will tell you! (and you may be very surprised!)

In this book, Who Killed Change?, world-renowned business author Ken Blanchard uses a fictional Columbo-style detective who’s investigating the “murder” of yet another change in an organization. The burning question the detective has to help solve is: how can organizations master successful change? Readers are introduced to characters everyone can relate to in their own workplace like: Victoria Vision, Ernest Urgency, Clair Communication, and several other dubious characters

The morale of the story is clear – managers and leaders are the ones that are most responsible for killing change, and thus they, and the culture they create, are the keys to its success. Gary, a highly experienced senior ITSM consultant and veteran of numerous change initiatives, will discuss the book, which includes 13 must-have components for the successful implementation of major organizational change. Gary will review the book’s key learning points, and then link these directly to grassroots do’s and don’ts for your continuous improvement IT initiative.


Gary Case

Leading Change

The Heart Of Change
Leading Change: Kotter’s 8-Step Model
Gary Case, Principal Consultant, Pink Elephant

Code: Beyond Beginner

A conference main-stay and favorite from Harvard Business School!

Leading Change is recognized as one of the all-time best business books and the definitive work on the subject. Harvard Business School Professor John P. Kotter methodically and carefully explains his 8-step process for leading and managing major organizational change in an easy to understand fashion, which captures his wealth of knowledge and experience working with major companies all over the world. Professor Kotter takes concepts like leadership, urgency, vision, strategy, quick wins, and communication and puts them in well-explained, practical terms that anyone can follow.

If you're a manager at any level of your IT organization who is currently leading any aspect of a change (and today it’s an ongoing occurrence!), understanding Kotter’s 8-step change process is a must-have, and this is a not-to-be-missed session. Plus, learn how to apply the best practices from this book from one of the world's leading ITSM consultants – Gary Case. You'll gain huge benefits from Gary's extensive ITIL implementation and IT project management experience as he walks you through several real-world examples for each of the eight steps.

Gary will also introduce you to Professor Kotter’s follow up book, The Heart Of Change – organized around Leading Change's revolutionary 8-step change process. The book’s findings may surprise you. Although most organizations believe change happens by making people think differently, Professor Kotter’s research reveals that the key lies more in making them feel differently.


Kirk Weisler

Lead With LUV
Lead With “LUV”
Kirk Weisler, Chief Morale Officer, Team Dynamics

Code: General

As Tina Turner asked in her very famous song from the ‘80s – “What’s love got to do with it?” Well, actually as it turns out, EVERYTHING!

Kirk – always a conference favorite – will introduce you to the reasons why Southwest Airlines is one of the world’s most successful organizations. And, guess what? It’s all about “LUV”!

As Southwest's President, Colleen Barrett proved that leading with love is the non-stop route to outstanding business performance. In their very inspirational new book, Barrett and legendary leadership expert Ken Blanchard explain what love-based leadership really means...why there's nothing "soft" about it, and how you can start leading with love right now, wherever you are!

So by now, you may be asking yourself, where does "LUV" come into all of this? Since the 1970s, it's been Southwest Airlines' New York Stock Exchange symbol, and represents their philosophy and commitment to both their employees and customers.

Join Kirk as he takes you through a highly inspirational look at how you too can transport the same philosophies to your IT organization and teams.


Mary Jo McElroy The Right Prescription For ITSM Success
Mary Jo McElroy, VP Information Services, OhioHealth

Code: General

OhioHealth (Winner of the 2008 Project of the Year Award) returns to share their continuing success. Process implementation is only one component of OhioHealth’s success. They understood that to make change stick, they had to change human behavior too. Using a contemporary model for behavioral change which implemented factors at the personal, social and structural levels of motivation and ability, OhioHealth has achieved great success. In fact, their success has secured them a spot on Computerworld’s prestigious Top 100 Places to Work in IT for 2011.


Doug Moran

If You Will Lead
“The If 16:” Leadership Attributes For Those Who Choose To Lead
Doug Moran, Former CIO, Capital One Financial Services & Author

Code: General

Recently named one of the “Best Leadership Books of 2011”, Doug’s newly released book, If You Will Lead, explores the skills required to be an effective leader. “The If 16,” the essential attributes all leaders must possess, forms the foundation for his work. Doug created “The If 16” based on the poem ‘If’, by Rudyard Kipling. According to Doug, the poem’s wisdom is as relevant today as when it was written more than 100 years ago. Each engagement challenges the reader to assess their individual and collective strengths and weaknesses and to determine their greatest challenges for growth. Doug offers practical ideas and guidance on what it takes to excel as a rising star, seasoned executive and everything in between.


Kirk Weisler

Tribal Leadership
Tribal Leadership & The Way Of The Culture Warrior
Kirk Weisler, Chief Morale Officer, Team Dynamics

Code: General

What is a tribe and how can I lead one? What are the major components of a powerful and positive corporate culture and how can I influence them to create engagement and maybe even excitement into my tribe? Projects don’t fail because of technology issues; they fail because of people issues. It isn’t the technology, it’s the tribe. Creating a tribal culture takes Tribal Leadership. Join culture enthusiast Kirk Weisler as he shares wisdom from the best-selling book Tribal Leadership, along with real-world examples to inspire and motivate you. You'll leave this session with actionable insights, recharged batteries and the confidence of a Culture Warrior.


Kirk Weisler

Tell To Win
Happily Ever After – Giving Your People A Story To Tell (With A Happy Ending)
Kirk Weisler, Chief Moral Officer, Team Dynamics

Code: General

Kirk’s highly energized, fast paced session is based on the best selling book Tell to Win: Connect, Persuade, and Triumph with the Hidden Power of Story. Join Kirk as he invigorates your spirit and inspires your mind with practical ways to immediately begin using stories as tools. According to Kirk, and the book’s author, wise leaders use stories to shift and shape culture, to connect with and persuade people to their point of view, and to win the hearts and minds of customers, co-workers and community.


Rob England Tipu
Rob England, The IT Skeptic

Code: General

Tipu is an approach to planning and executing service management improvement. Rob England thinks we are doing ITSM wrong. No more "ITIL projects"; no more "doing Incident Management". Tipu is an agile approach to making service improvement part of business as usual.

Join Rob as he shows you how to build and cement a continual service improvement culture. Many of the principles you are already familiar with. Tipu brings them together into a manageable methodology, focusing on tasks rather than processes. Learn the steps to identify the key business requirements, prioritize how to meet those needs, and then parcel your actions together into time-bound (not scope-bound) packages.

In 2011, Rob revealed Tipu to itSMF members in New Zealand and Australia, with positive feedback. Come hear about this nimble methodology, the results so far from the field, and how it will grow from here.

N.B. "Tipu" is not to be confused with "TIPA", the excellent Tudor ITSM Process Assessment. "Tipu" is a word not an acronym - come along to learn what it means.


Paul Wilkinson Attitude, Behavior & Culture (ABC)...THE #1 Success Or Fail Factor
Paul Wilkinson, Director, GamingWorks

Code: General

IT organizations have been struggling for many years to adopt best practice frameworks such as ITIL in an effort to bring IT under control. However organizations have generally failed to realize the promised benefits of ITIL. There is nothing wrong with ITIL. It is the way in which we (mis)apply it and the way in which we (mis)manage IT.

In this presentation Paul will be looking back at some real examples of the ‘Attitude, Behavior and Culture’ that underpin poor performance, looking back at 10 years of worst practice, including worst practices that MUST be resolved if ITIL initiatives are to succeed and deliver value. He will reveal the shocking global findings from a number of round table sessions held across the globe and compare these to the findings in North America. He will show the top 10 types of resistance to ITIL and will reveal the top 10 success factors according to industry experts around the world. This presentation will finish with some revolutionary and confrontational best practice advice, which if followed, according to Paul, will change the industry.


Track 2 – Strategic IT Management

Find out how to apply a strong IT business strategic perspective from pioneering and innovative CIOs, industry experts, and the foremost academic authorities.

Troy DuMoulin

Defining IT Success Through The Service Catalog: A Practical Guide
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

Back by popular demand! Meet the co-author of one of the best-selling how-to ITIL books, and one of the highest rated sessions of past conferences.

Troy, together with Rodrigo Flores and Bill Fine of newScale, wrote the hugely successful and highly acclaimed book, Defining IT Success Through The Service Catalog: A Practical Guide. In this insightful presentation, Troy, one of the most experienced ITSM experts in the industry, will use the practical guidance offered in the book to show you why the Service Catalog is a must-have in your strategic management toolkit. After reviewing its strategic relevance, he will then explain exactly how to use the Service Catalog and the related processes to strengthen IT’s capabilities and achieve IT business integration.

Read Troy’s Blog
http://blogs.pinkelephant.com/troy

Follow Troy on Twitter
http://twitter.com/TroyDuMoulin


Jack Probst

Service Strategy - ITIL 2011
Service Strategy: Refreshed!
Jack Probst, Principal Consultant, Pink Elephant

Code: Beyond Beginner

ITIL’s Service Strategy book has undergone a refresh, which was released in July 2011. How has the book, and related concepts and processes changed? Jack will tell you everything you need to know about the update. During this session, Jack, a veteran of many strategic ITIL and ITSM initiatives, will provide you with a must-have overview of the book’s contents, which include many insightful business concepts and principles for senior IT managers such as: Service Value, Service Oriented Accounting; Service Provisioning Models; Organization Design and Development.


Karen Ferris What's CSR Got To Do With IT?
Karen Ferris, Director, Macanta Consulting

Code: Beyond Beginner

Corporate Social Responsibility (CSR) is gaining traction from CEOs who see it as another opportunity for growth and differentiation from the competition. It also gives organizations permission to enter new markets and attract and retain top talent. According to an IBM CEO Study, investment in CSR is growing at a rate of 25% – more than any other trend. (IBM, 2008). It is no longer just about the environment and sustainability, workers rights and community contribution, but now also includes accurate financial reporting, data integrity and security and the quality of life of the organization’s employees.

So, the CEO agenda is squarely focused in three areas: environmental concerns, socioeconomic factors and people skills. What is the link between the three? Information Technology! It is IT that is expected, not only to adhere to the CSR but also provide the transparent information being demanded. This puts the CIO right in the middle of the organization’s CSR activities. The CIO is being called upon to gather the data, analyze and communicate massive amounts of data. Some of this may not even be collected today and the CIO has to ensure the accuracy, reliability and relevance of the data. Standards like ISO:40001 for environmental management systems increase the focus. In 2010, we saw the introduction of ISO/DIS 26000, Guidance on Social Responsibility, so there is even more pressure on IT to deliver. And of course ITSM and ITIL provide a framework for the CIO to address sustainability challenges and embed CSR practices in to the fabric of the organization.



Richard Carroll Con-Way’s Lean IT Journey
Richard Carroll, VP IT, Con-way Inc / Menlo Worldwide

Code: Beginner

Con-way is a global transportation and logistics company with 28,500 employees in North America and 18 international countries. In this case study, Richard will highlight his organization’s three year Lean IT journey. He’ll provide a summary of the business cross-functional value stream improvements where IT is just one participant in the “Kaizen” team. Richard will describe major drivers, objectives and provide strategic insight into the background of Con-way’s Lean initiatives including use of value stream structures for IT delivery processes – structural approach, change management to implement, value stream owner model, and lessons learned.


Bill Keyworth BSMReview 2011 Survey Results
Bill Keyworth, Founding Editor, BSMReview.com

Code: General

Why are IT organizations becoming increasingly marginalized by their business users, just when IT is getting better and better at delivering ITSM technology and ITIL processes for secure and reliable operations? This presentation reviews the results of BSMReview.com’s annual survey for 2011 where nearly 200 respondents answered detailed questions related to business-oriented service management. Questions include: What are the unique perceptions of IT operations versus business units regarding critical IT deliverables and corporate culture? How differently do executives, mid-level managers and staff view IT investments, decisions and alignment obstacles? What are the reasons behind conflicting viewpoints of IT operations versus business needs? What service metrics have improved or declined during the last year? What ITIL V2 processes have reached market maturity? Which ITIL V2 and V3 processes are anticipating significant installation plans during 2012? What are the next steps in increasing BSM maturity, particularly ITIL processes? Finally, how can IT best accommodate different, yet highly consistent “maturity” levels of business operational goals?


James Howard 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

Here’s your opportunity to gain an interesting business perspective from a major industry service provider. James will discuss how and why ITIL and other ITSM frameworks were chosen to give his organization a strategic advantage. James will walk you through the step by step approach they used to: successfully gain buy-in; implement key processes and supporting tools; develop and execute communication and education plans; plan for and implement ISO 20K, CMMI, Six Sigma, and PMP certification. He’ll also highlight lessons learned, and how they cemented change.


Kathy Starkoff Technology Is The Easy Part: Becoming A High Performance Organization
Kathy Starkoff, CIO, Ohio State University

Code: General

Of the three components of a successful IT organization – people, process and technology – many would be surprised to learn that technology is the easy part. In 2008, Ohio State University embarked on a journey to transform into a high performance organization by focusing extensive efforts on transforming people and processes. Join CIO Kathy Starkoff as she discusses embarking on this journey, her organization’s challenges, and the roadmap the organization has put in place to achieve its goal. She’ll share how far her organization has come and the journey ahead through implementing process improvements, organizational changes, and culture transformation efforts.


Christophe Zajpt Tackling Global Resistance...& Winning!
Christophe Zajpt, Director IT Effectiveness, Honeywell IT Services

Code: General

Service Management champions can often face a long and arduous battle to gain acceptance for the ITSM program. When implementing service management in a global organization with over 130,000 employees worldwide, the scope of the project and its challenges increase dramatically. Join Christophe, as he shares how Honeywell pinpointed their specific issues, tackled the resistance and made ITSM real. This revealing case study shows how Honeywell is pursuing process excellence through education, organizational re-alignment and cultural change worldwide.


Track 3 – Beyond Theory: Making ITSM “Real”

There’s the theory in the books and certification programs, then there’s the real-world! This track features IT practitioners who have been successful in applying a “fit for purpose” approach to ITSM, and experts who help others achieve successful results.

Jane Mandeville Configuration Management System: Vision & Reality
Jane Mandeville, Process Owner CMDB, Vanderbilt University

Code: General

Jane and her colleagues began an ITSM journey several years ago in 2004 with a strong belief in the value of a CMDB. Since then they have come to understand the challenges and pitfalls of getting there, and during this session Jane will provide a very honest and realistic look at their CMDB implementation. It has been a challenging ride, but they are very proud of several key notable results. Her presentation includes: an overview of Vanderbilt University’s ITSM program including ITIL process initiatives; a summary of tool implementation and process standards; key lessons learned along the way; a look at how original goals compare to vendor promises, actual achievements and adjusted expectations; a summary of future steps.


 BYU
  Case Study: Team BYU

Elaine is the winner of the 2009 'ITIL Practitioner Of The Year Award,' and a veteran speaker of many Pink conferences. She is back again in 2012, together with her colleagues Michael Gabbitas and Mark Phillips, to provide more details about Brigham Young University's (BYU’s) ongoing ITSM initiatives.

BYU is one of the oldest and largest universities in the US with over 40,000 students and faculty users. During BYU’s eight year ITIL and ITSM journey, Elaine, Michael, Mark and their colleagues have achieved many successes – many of these have been profiled at Pink’s past events with very positive reviews.

While some organizations struggle to achieve worthwhile tangible results, BYU has had many notable ITIL and ITSM achievements and very positive outcomes, which have been profiled in previous Pink conferences.


  Mark Phillips Problem Management Case Study
Mark Phillips, Operations Services Director, Brigham Young University

Code: Beginner

While many organizations struggle with implementing a highly effective and mature Problem Management process, and integrating it fully with key “sister” processes of Incident and Change, Mark and his colleagues have done just that! He will provide a very practical demonstration of BYU’s successful PM process highlighting their results in finding and managing known errors, eliminating incidents, and building overall better IT services.
     
  Michael Gabbitas Effective ITIL Training For A Large & Ever-Changing Workforce
Michael Gabbitas, IT Training Manager, Brigham Young University

Code: General

It is BYU’s view that everyone in IT needs some form of Service Management training. How do you do this in a way that makes it engaging and relevant to employee’s day-to-day activities? This session will focus on the training solutions BYU has implemented including: developing interactive sessions that keep things lively and fun; making sessions meaningful and relevant to individuals’ daily work; deciding whether or not to include certification; process for tracking and measuring overall effectiveness of training.
     
  Elaine Lauritzen Solving Real-World Problems With ITSM & Process Improvement
Elaine Lauritzen, ITIL Expert & Managing Director, Production Services, Brigham Young University

Code: General

Why do you want to ‘do’ ITIL? What problems are you trying to solve? It is Elaine’s observation that too often IT groups don’t think through these questions before jumping into a major (and expensive!) ITIL effort. The result can be very little improvement for a lot of effort, and staff who can’t see the value of ITSM. Elaine will discuss how and why spending just a little bit of time to address those key questions at the beginning of a process improvement effort will make all the difference between success and futility. She will profile the process improvement plan and process documentation templates that work for her organization, and discuss the very real difference ITSM process improvement has made to BYU.


Troy DuMoulin The 7 Enablers Of ITSM
Troy DuMoulin, AVP, Strategic Solutions, Pink Elephant

Code: General

Does your ITSM program have the right enablers to succeed?

ITSM projects have 7 key enablers that provide the energy and resources to initiate, sustain and realize the promised benefits. Unfortunately for many of the organizations these same seven enablers when non-existent at least at a basic level can quickly turn into limiting constraints and terminal blockages that paralyze, then kill their ITIL programs. Understanding, identifying and eliminating these terminal blockages is a critical success factor for any successful ITSM transformation program.

In this highly enlightening session, Troy will review each of these seven critical enablers: Leadership, Resources, Knowledge, Integrated Tools, Ability To Deploy, Ability to Effect Behavioral Change, and ITSM Program Momentum. Troy will also share results of his two surveys (2008 and 2011), including a summary and analysis of his findings, which revealed some interesting and somewhat unexpected results about what IT mangers say are their biggest ITSM implementation challenges.

Read Troy’s Blog
http://blogs.pinkelephant.com/troy

Follow Troy on Twitter
http://twitter.com/TroyDuMoulin


Ohio State University
  Case Study: Team OSU

Ohio State University (OSU) is one of the largest universities in the US with over 64,000 students and faculty users. OSU has recently embarked on an award winning ITIL and ITSM journey. Brian and Tracey (see below) are on hand to share their many successes.

  Brian Newcomb 2010 Project Of The Year Winner…One Year Later
Brian Newcomb, Associate Director, Ohio State University
 
Code: General

Join Brian as he walks you through the year that followed OSU’s award winning ITSM project. Brian will bring you up to speed with OSU’s start-up and establishment of its ITSM program, including assessments, strategies and project timelines. He’ll share with you what worked, what didn’t work and most importantly, lessons learned. With all process implementations, the follow-through is equally as important as the project. Brian will reveal his organization’s culture during and after the project, focusing on the momentum which drove the project and cemented its success.
     
  Tracey Richardson Service Catalog – Backwards!
Tracey Richardson, Product Management, Ohio State University

Code: General

You don’t always have to do things by the book! And, Tracey has a winning success story to share with you about how her IT organization deviated from the norm to achieve desired results. Many would say that the ideal way to put your service catalog together would be to understand how the services you provide are used by the business, and the best way to understand that is to talk to the business. But, Tracey and her colleagues at Ohio State took a different approach (not wanting to go to the business with an empty starting point). Tracey will explain why, and how they started with a list of 230 'things we think we did' and defined/accepted a definition of a 'service', then ran these 'things' through that filter and came up with 44 'services' that made the start to their catalog. She will also provide details about implementation of service catalog management process, including key project activities and lessons.


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

Code: Beginner

As AAA NCNU began to implement ITSM good practice, it became apparent to them that they had to get a handle on the costs to deliver and use the services their IT division provided to AAA’s business front line. The specific event that triggered an in-depth costing analysis was the split of AAA into two organizations: one focused primarily on Membership and one focused primarily on Insurance. Bryan will describe the process and phased approach undertaken to get an understanding of the costs of IT services. His discussion includes: how they assessed their current situation and analyzed data/findings; how they developed a costing model and determined Total Cost of Ownership; the changes implemented and examples of the benefits gained; lessons learned and next steps in Financial Management process maturity.


Kim Liston Motivation Through Gamification
Kim Liston, Infrastructure & Operations, Omnicare Information Solutions

Code: General

In May of 2011, Kim and the Omnicare team radically changed their Service Desk operating model. Roles, responsibilities, and processes changed in addition to the implementation of operating metrics linked to individual performance.

In order to influence cultural changes in the Service Desk, contests were introduced that focused on customer-impacting operating metrics using a form of Social IT. The Service Desk created a role-playing game methodology which provides recognition for their performance while improving overall service levels. This seemingly modest development quickly led to significant improvements in service delivery and call resolution.

Join Kim and her team to find out how they are successfully applying game theory (i.e. Gamification) to IT Service Delivery.


Pink Elephant

Hornbill University of Texas Health Science Center at San Antonio
       
HDI GamingWorks Loyalist Certification Services TSO
       
  ITSM Extreme Makeover

The University of Texas Health Science Center at San Antonio (UTHSC) are recipients of the first ever ITSM Extreme Makeover. For one year, the sponsors identified above, have provided free services by working with this organization to plan for and successfully implement ITSM best practices. The results will be discovered during a 4 part series of presentations.

Follow the ITSM Extreme Makeover Blog.

  Jack Probst ITSM Extreme Makeover – Part 1: ITSM Program Roadmap
Jack Probst, Principal Consultant, Pink Elephant

Code: General

Join Jack – one of the industry’s most seasoned experts – as he describes the implementation roadmap that he used at The University of Texas Health Science Center as ITSM Extreme Makeover Program Director. The model includes 4 major components – Strategy, Design/Build, Transition and Operation, which are underpinned by Process Governance, Organizational Change Management, Communication, Education Planning and Continual Service Improvement. Jack will explain each one in detail highlighting what is needed to successfully address all key planning and implementation activities. At the end of this session, you will understand what is required by way of a general template to successfully plan for, build and implement your ITIL and ITSM programs.
     
  Jack Probst

Jerry York
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

Using the model described in Part 1 (above), UTHSC's CIO, Jerry, will describe the real-world application of the plans envisioned by Jack for his organization. Specifically he will address:

  • How IT's plans were aligned to business objectives
  • How IT KPIs and metrics were defined to support those objectives
  • Primary risk factors that were kept in mind as the improvement plan was rolled out; and how they were mitigated
  • Adjustments to the plan, including the review process for mid-course corrections
  • Lessons learned about the importance of focusing on people – and results!

We often hear ITSM practitioners complain about not getting the ear of the CIO, and how they should go about getting management commitment. Well – if that's a concern for you then don't miss this session. A CIO speaks out – loud and clear!
     
  Rod Cantu

Bryan Menn
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

Rod and Bryan will present a project management view of ITSM implementation profiling Incident Management, Request Fulfillment and Service Level Management. They’ll discuss the individual process implementation plans, lessons learned, challenges faced, adjustments made, and results. They will also tie in training and tool implementation sharing key project activities and highlights.
     
  George Spalding ITSM Extreme Makeover – Part 4: It's All About People & Results
George Spalding, Executive Vice President, Pink Elephant with the assistance of the project sponsor team – Hornbill, HDI, GamingWorks & Loyalist Certification Services. 

Code: General

If you've been in any of the earlier three sessions in this series then you will be very familiar with the "ITSM Extreme Makeover 2011" story – from the perspective of UTHSC. Now let's hear how the external experts have assessed and judged this project. In this session you'll hear about the challenges and successes encountered by the sponsor team, and particularly the learning points they want YOU to take away! After all, this project was intended not just to benefit the UTHSC organization, but also the whole of the ITSM community worldwide. George will begin by recapping for us the measurements for success for this project and the value that (we hope!) was derived by UTHSC. He will then call upon a representative of each of the sponsor organizations to describe how their support of the project made a difference. For example, undoubtedly there was a significant investment in Education & Certification – did that investment translate into positive results? UTHSC also implemented a "state-of-the-art" ITSM toolset – has that tool enabled the kind of efficiencies that were originally envisioned? Tapping into the knowledge of your peer network should help identify industry best practices and opportunities to avoid the mistakes of others – did that happen? Come along to this final "ITSM Extreme Makeover 2011" session and discover the real value statements that you can take away for yourself.


Track 4 – IT Business School

Leading academics will discuss their latest research and findings, and show you how to apply the most important lessons taught in business schools and MBA programs to IT management.

Dr.Victoria Grady The LOE Index: A Quantitative Tool For Measuring The Individual Response To Organizational Change – An Overview
Dr. Victoria M. Grady, PhD, Assistant Professorial Lecturer, Department of Organizational Science, Columbian School of Arts & Sciences, George Washington University

Code: Beyond Beginner

Many change initiatives fail because the focus is on the "change" itself, instead of on the implications for the individuals experiencing the change. It is counterintuitive that generally, change initiatives are implemented without first benchmarking the potential response of the individuals experiencing the change. This is the unique contribution of Dr. Grady’s Model of the Organizational Loss of Effectiveness (LOE), and the corresponding LOE Index.

The LOE Index identifies behaviors, perceptions, and attitudes that emerge in organizations as a response to change and that ultimately impact overall effectiveness. The index focuses on the employees, and how factors inherent in change affect their performance and subsequently have a negative impact on the organization.

During this presentation Dr. Grady will provide a review of: the Model of the Organizational Loss of Effectiveness (LOE); the corresponding LOE Index together with a summary of why and how to assess seven symptoms – Global Assessment; Frustration; Apprehension/Anxiety; Retardation of Development; Refusal to Participate; Withdrawal; and Rejection of Environment.  

Dr. Grady is presenting details of her model and her LOE Index in two formats – a breakout session, which provides an overview of all key learning points, and if you’re looking for a more in-depth view she is also presenting a 1/2 day workshop format on Wednesday afternoon.


Troy DuMoulin

Jack Probst
Establishing Business Justification For Process Improvement
Troy DuMoulin, AVP, Strategic Solutions &
Jack Probst, Principal Consultant, Pink Elephant

Code: Beyond Beginner

A key principle of Lean thinking is that over-engineered solutions are a form of waste (Muda). However, what if those solutions/management practices are so immature, inconsistent and non-reliable that they place the business organization at risk? Come to this session to understand how to use process maturity as an input to business investment decisions around continual service improvement. Troy and Jack will provide practical guidance on how to apply the concept of linking Process Maturity to the Product Lifecycle based on Harvard Business Review research by Robert Hayes and Steven Wheelwright.

Troy and Jack will look at the following concepts: How while Process Maturity alone is not an indicator of next steps it provides information for business case development (where are we now versus where we want to be); Process Improvement must be driven by business justification; As the process/product matures and becomes more business critical the initial organizational structure, systems and culture are often at odds with the new business requirements.

We recommend attending Introduction To CMM & Process Maturity as a prerequisite for this session, which is being presented as a Sunday Pre-Conference Primer and during the Breakfast Clubs on Monday and Tuesday.


Dr. Jim Anderson The Secret To Knowing Where You Are Going: Using The Balanced Scorecard For IT
Dr. Jim Anderson, Blue Elephant Consulting

Code: General

A business communications expert, and the writer of two very popular blogs – The Accidental Successful CIO and The Accidental IT Leader – Dr. Jim Anderson will draw on his 20 years of working with IT organizations to give you insight into how to use “The Balanced Scorecard” as an IT strategic management tool.

You have probably asked at one time or another: Is your IT department headed in the right direction? Is it aligned with where the rest of the company is going? These are questions that more and more CIOs and IT leaders are asking themselves as they seek to play a larger role in their businesses’ success. IT organizations are discovering that they have been too busy fighting daily fires to create their own strategy let alone to take the time to align that strategy with what the rest of the company is trying to accomplish. In his presentation, Jim takes a proven business communication, measurement, and strategy tool – The Balanced Scorecard – and shows you how to apply it to the unique needs of IT. There is no question that The Balanced Scorecard works; recent estimates show that 60% of the Fortune 1000 have a Balanced Scorecard in place. Many successful organizations have already shown that The Balanced Scorecard allows your IT department to have a single, focused, strategy that the entire staff can rally behind. Jim will tell you how to do it!

Read Dr. Anderson’s blogs
http://www.TheAccidentalSuccessfulCIO.com/
http://www.TheAccidentalITLeader.com/

Follow Dr. Jim Anderson on Twitter
http://twitter.com/drjimanderson


David Ratcliffe

Transferring Learning To Behaviour

4 Rules For Transferring Knowledge Into Results
David Ratcliffe, President, Pink Elephant

Code: General

Come along to this unique session to learn how to get more bang from the bucks you spend on education and training in IT. Based on Professor Donald Kirkpartick’s famous Four-Level Evaluation Model, and his best selling books, David will review how to use the model to transfer learning into behavior to get people to apply what they learn once the training is over. Tap into David’s research that shows: 1) Most IT improvement projects fail – and why; 2) Most people attend training courses solely to gain certifications; 3) Most managers send staff on training courses without briefing them in advance on what will be expected of them in the way of new behaviors and capabilities once they return to work.

David will tell you how to break this cycle of inefficiency. Hear how you can set reasonable, achievable and valuable expectations BEFORE embarking on training. Also, how – through the right type of experiential learning techniques – your staff will return to the workplace more capable and motivated to deliver improved performance and worthwhile and measurable value to the business as well as their technical function.

You want to make sure there's an ROI on your training dollars, right? David will show you how!


Carol Pollard 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

An expert in the cultural aspects of implementing Information Technology, Professor Pollard will draw upon her vast international experience and research to give you several key important tips for managing and leading cultural change.

It is widely accepted that ITSM consists of processes, technology and people - in this session, you will learn the importance of addressing the 'people' component of ITSM and gain a better understanding of the concept of 'Culture' as it relates to ITSM. A number of case studies of ITIL implementations in public, private, small and large companies in several countries around the world will be used. Dr. Pollard will take you on a journey that will enable you to understand and appreciate the cultural challenges and pitfalls encountered by these companies as they sought to integrate ITIL processes into their organizational framework. Dr. Pollard will explain the different aspects of culture that must be addressed and why are they important to implementing and sustaining successful ITSM initiatives. Dr. Pollard will conclude with a discussion of 'lessons learned' to enhance your appreciation of the increasingly important role of culture and help you build your own 'cultural' roadmap for implementing best-practice ITIL-based ITSM efforts.


Stephen Wrenn 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

Join Stephen, a three-time Pink Elephant Case Study of the Year award winner as well as a senior IT Manager at the largest pharmacy healthcare provider in the United States, as he discusses how to achieve new and better results during this tough time – the challenge many are facing. Truth is, our targeted outcomes are often blocked by our way of thinking; both our people’s and our own. Get to the root cause of thinking. That’s the real path to long-lasting results. The University of New Hampshire professor instructs students in the Executive MBA program, to implement this critical thinking framework to make change stick. Need further proof? Stephen will share with you how this change management process was applied at two Fortune 50 companies to achieve award-winning, lasting results.


Andrzej Gadomski From Conception To Curriculum – Achieving True ITSM Success
Andrzej Gadomski, Manager of Business Operations, Wilfrid Laurier University

Code: Beginner

Securing approval for ITSM programs and championing the program can be daunting tasks. Once permission is granted, the champion's challenges begin. After a six-year struggle and several failed attempts to implement ITIL, Andrzej finally received the green light. For six years, Andrzej, the ITSM program champion, has prepared for this moment – he took training courses, networked and attended conferences to learn from the best.

Join Andrzej as he throws open the doors to WLU’s ITS department to reveal their plans, successes and challenges. Andrzej will road map the University’s program, where they are now and where they want to be, and how they will know that they have achieved their goals. Andrzej will also discuss plans to include ITSM in the curriculum at The Laurier School of Business & Economics, one of Canada’s leading business schools.


Dr. Jim Anderson Secrets For Getting "Them" To Listen
Dr. Jim Anderson, Blue Elephant Consulting

Code: General

Whether you’re delivering a presentation, talking in a meeting, writing a report, or communicating in general, one of the most difficult issues many technologists face is trying to explain IT in business terms, not geek-speak. IT managers often talk about the technology in far more technical terms than business people can understand (or actually care about!). While business people prefer to talk about new revenue streams, gross margins, innovation and expanding markets, business value, customer service, and bottom line. It's not a surprise that this occurs. After all, that's the comfort zone for how each sees their respective worlds. But if stronger communication and integration is to take place between the IT and other internal business units, then IT needs to learn how to talk and listen very differently. Dr. Anderson will provide you with guidance about how to be a better business communicator focusing on how to create and deliver presentations that contain detailed technical information in a way that is engaging to a non-IT audience and allows you to better connect with business people.

Read Dr. Anderson’s blogs
http://www.TheAccidentalSuccessfulCIO.com/
http://www.TheAccidentalITLeader.com/

Follow Dr. Jim Anderson on Twitter
http://twitter.com/drjimanderson


Track 5 – ITSM Project Management Best Practices

Project Management continues to be a critical function in all organizations. Whether or not an IT project succeeds depends to a large degree on how effectively project management best practices are applied. Attend these sessions to find out how to achieve successful outcomes.

Graham Price Introduction To The Project Management Body Of Knowledge (PMBOK®)
Graham Price, Principal Consultant, Pink Elephant

Code: Beginner

IT projects are becoming of greater importance and visibility, for which professional project management know-how, skills and certification are essential. The Project Management Body of Knowledge (PMBOK) is a set of project management guidelines that were created by The Project Management Institute (PMI). The purpose of these guidelines is to help increase the success rate of projects. During this session, Graham – an ITIL Expert with PMP and PRINCE2 certifications – will highlight how IT managers can apply PMBOK to help with their improvement initiatives, including ITSM and ITIL projects. Graham has helped many IT organizations plan, organize and execute major change. Attend this session to benefit from his vast knowledge and practical experience. His presentation will cover the five process groups and nine knowledge areas within the PMBOK, with examples of how these can be applied to an ITSM project.


Jennifer Wels PRINCE2 Certification vs. PMI/PMP (PMBOK) – Which One?
Jennifer Wels, IT Management Consultant, Pink Elephant

Code: General

Project Management skills and certification are on many IT industry lists as “must-haves”. Not only do these skills serve individuals well, but more importantly to IT organizations, certified project managers contribute positively to the overall success of IT projects. But, which way should you go? PMI (PMBOK) or PRINCE2? Which is better? Which path is right for you? Does it have to be one or the other? Join Jennifer – certified in both! – and she’ll provide the details you need to know in order to fully understand the major differences between the two paths. Armed with this knowledge, you will be able to make informed decisions about which route you should take. Jennifer will also discuss how each approach can be used to help with your ITIL projects and other major IT initiatives.

To maximize value and understanding, we strongly recommend participating in two prerequisite sessions: 1) Introduction to PRINCE2 – presented as a Sunday Pre-Conference Optimizer, and Breakfast Clubs on Monday and Tuesday; and 2) Introduction To PMBOK presented on Monday morning.


Rae Garrett 8 Ways ITSM Project Managers Go Wrong & What To Do About It
Rae Garrett, Principal Consultant, Pink Elephant

Code: Beginner

Join Rae, a highly seasoned ITSM implementation expert, as she digs into her ‘Consultant Case Book’ to walk you through a laundry list of why ITSM projects fail and the biggest mistakes project managers make. She will profile her many observations and also provide recommendations for what you should do to avoid these common pitfalls.


Ty Kiisel A Paradigm Shift In Project Management
Ty Kiisel, Manager, Social Outreach, AtTask, Inc. & Host of the TalkingWork Podcast

Code: General

Ty uses his own project management experiences together with his knowledge of the IT industry to write extensively about strategic project management. He is a prolific online writer who contributes to many blogs and e-magazines including @Task, Alltop, CIOZone, Gantthead and IT Toolbox. Ty will explain that experts believe by 2014, organizations will invest 30% less time and money in traditional IT project management than in 2010. He will discuss a paradigm shift that involves a new description of work and projects. His session will also highlight what he believes to be project management’s greatest challenges and he offers creative approaches for how to over come these. Ty also discusses three key drivers to team participation.

Read Ty’s blog:
http://blogs.attask.com/blog/strategic-project-management

Follow Ty on Twitter:
http://twitter.com/tykiisel


Bernardo Tirado Bernardo Tirado, Six Sigma Black Belt, PMP, and Industrial Psychologist

Bernardo is an industrial psychologist and project management executive with extensive experience in building global shared services, transforming organizations through process improvement, and developing new business capabilities. He's worked in Fortune 50 companies over the last 15 years marrying Industrial Psychology and Project Management. Until recently, he was living in London and is now based in New York City where he works as VP for a top Financial Services Company. He is a Certified Six Sigma Black Belt and a Certified Project Management Professional. He also taught Industrial Psychology at the Metropolitan College of NY as an adjunct professor.

He is presenting two sessions at this conference.

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

Code: General

In this revealing session Bernardo provides participants with an understanding of how Industrial Psychology practices will help them maximize human performance and a working knowledge of how to profile teams to obtain optimal productivity results. He will cover three major areas: understanding human performance; the psychology of change; and the techniques for understanding body language. Attendees will learn best practices that can be applied immediately after the session.

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

Code: General

Social media is here to stay! How can you use it to facilitate project management? Bernardo will use his extensive project management expertise to tell you. His session will provide participants with a holistic view on how social media will impact project productivity and will share strategies on how to apply emerging technology to project management. Bernardo will cover three major areas: research on social media and what it means to you; offline to online project management; strategies and best practices. Attend this useful session to learn techniques that can be applied immediately upon return to work.

Follow Bernardo Tirado on Twitter – http://twitter.com/thePMObox

Visit his website, The Project Box – http://theprojectbox.us/


Julien F. Salgado Right The First Time! A PRINCE2 Case Study
Julien F. Salgado, PhD, Quality Manager, British Telecom plc

Code: Beyond Beginner

British Telecom (BT) is a provider of telecommunications and IT services to major European companies. Finding itself in a very aggressive marketplace where many of its competitors had already implemented best practices, and struggling with a complete corporate reorganization, BT knew it had to change or continue to loose business. A proponent of ITIL and ITSM best practices, BT turned to PRINCE2 to solve its organizational issues as well as defining its quality and risk management challenges. PRINCE2 allowed BT to focus on their customer’s explicit and implicit needs, driven by the metric of “right the first time”. Join Julien, as he shares with you BT’s success – happy customers and happy employees!


Elizabeth Harrin Live & Let Live: Conflict Management In Project Management
Elizabeth Harrin, Director, The Otobos Group

Code: General

However smoothly you manage the office politics and relationships at work, you will no doubt face having to deal with conflict at some point in your career. This is especially true in project management! How you handle yourself (and others) in conflict situations will impact profoundly on your personal reputation in the workplace, and often the success of your projects. Elizabeth will dig into her deep pockets of project management and business expertise to share techniques you can use to defuse conflict and bring the situation back under control. Her session covers: causes of conflict; five conflict handling modes (based on the Thomas-Kilmann Conflict Mod Instrument); communication dynamics and defusing conflict; and the importance of credibility in resolving conflict in project management.

Follow Elizabeth on Twitter: http://twitter.com/pm4girls

Read Elizabeth’s blog: http://www.pm4girls.elizabeth-harrin.com/


Track 6 – The IT Situation Room

Join us in the Situation Room to address a wide range of today’s most pressing business and IT subjects. Meet the “insiders” and get up-to-date with all the very latest information, trends and news you need to know to make informed decisions about how to successfully manage your IT operation and develop effective business plans.

George Spalding Eve Mayer Orsburn Elizabeth Harrin Barclay Rae Christopher Dean
  Discussion Panel: Using Social Media In IT
Moderated By: George Spalding, Executive Vice President, Pink Elephant

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

Code: General

Are you using any social media tools internally to help with communication, customer/user support, project management and other key processes? Join this Q&A to hear about the endless uses for social media within IT.


Troy DuMoulin Craig McDonogh David Mainville Vance Brown Rob England
  Discussion Panel: Cloudy With A Chance Of ITSM
Moderated By: Troy DuMoulin, AVP Strategic Solutions, Pink Elephant

Panelists:
Craig McDonogh, Director of Product Management, ServiceNow
David Mainville, CEO & Co-Founder of Consulting-Portal
Vance Brown, Chairman & CEO, Cherwell Software
Rob England, The IT Skeptic
Sean Harrison, Technical Architect, Enterprise Operations, Northrup Grumman

Code: General

Join Troy and his panel of industry experts and IT practitioners for this interactive discussion as they examine all sides of cloud computing, including how ITIL, ITSM and other industry standards fit in.


George Spalding Rob England Jan Schilt Cathy Kirch Jeffrey H. Westcott
  Discussion Panel: Expert Recommendations
Moderated By: George Spalding, Executive Vice President, Pink Elephant

Panelists:
Rob England, The IT Skeptic
Jan Schilt, Managing Director & Co-Owner, GamingWorks
Cathy Kirch, Process Architect, Allstate Insurance Company
Jeffrey H. Westcott, ITSM Service Manager, Lawrence Livermore National Laboratory

Code: General

Join George and his expert panel for this truly enlightening session. Pink has identified six pressing issues IT managers are coping with in today’s challenging business environments. For each one, George and his experts will provide specific tips/recommendations/examples and takeaways for you. The six areas are: 1) organizing and motivating your teams; 2) dealing with senior managers; 3) finding out what your business needs from IT; 4) measuring business value of IT; 5) creating a checklist and process for validating the reliability and integrity of cloud-based IT services; 6) creating a checklist and process for assessing the vision, depth, commitment and true customer focus of ITSM software and service providers.


Track 7 – Service Support & Operations

The Service Desk, and closely related operational processes, continue to be major focus areas for many of today’s IT organizations. What do IT support managers need to know to achieve operational excellence? Find out from leading support industry experts and case study practitioners featured in this track.

Jennifer Wels Top 10 Considerations For Implementing Change Management
Jennifer Wels, IT Management Consultant, Pink Elephant

Code: Beginner

Always a conference favorite, Jennifer’s presentation has been described by attendees as “an insightful highly educational experience”.

One of the key ITIL processes is Change Management, and many IT organizations include it as an early implementation and improvement focus. While not complicated, Change Management is a complex, multi-faceted process that many IT managers struggle with.  Get Change Management right and it works, get it wrong and it becomes a bureaucracy that creates frustration and confusion that everyone wants to bypass.  Change Management is a control process that has to have a good balance of efficiency and effectiveness.

Join Jennifer, a 15 year ITIL veteran, as she identifies the top ten considerations when developing and implementing Change Management in your organization.


William Purcell Delivering Excellence In IT Knowledge Management & IT Self-Service
William Purcell, Incident Manager, Paychex

Code: General

In this session, William will feature Paychex's Knowledge Management process. His organization’s Knowledge Management initiative was a direct result of an ITIL simulation exercise and the realization that they could not have success without good knowledge management practices. William will explain that they had no effective Knowledge Management practices three years ago, and then he’ll describe the progressive approach their Service Desk used to build a robust knowledge base that now accommodates 90% of all tickets opened. They have been very successful; showing savings of over $200,000 a month through self service usage alone. Paychex’s success has been featured in a Gartner Case Study Paper.


Anthony Krasinski Managing Chaos Through Release & Change Management
Anthony Krasinski, Section Manager, IT Service Management, Erie Insurance

Code: Beyond Beginner

At Erie Insurance, Release and Change Management aren’t stand-alone processes. The two processes are tightly integrated to produce accountability in the release lifecycle for stakeholders. Anthony will share with you how Erie Insurance relies on this relationship to support the business. You'll come away from this session learning the various stages of the release management lifecycle, integration points between release and change and on the human side, how to ensure all key stakeholders complete the work at the expected time. Finally, Anthony will show how to implement measurements that ensure schedule adherence and accountability. If the challenge of release management has you struggling, be sure to attend this session and learn how to manage your chaos.


State Compensation Insurance Fund
  Case Study: Team State Compensation Insurance Fund

State Compensation Insurance Fund is the co-winner of Pink’s 2010 Project Of The Year Award. State Fund is the largest provider of workers’ compensation insurance in California and has approximately 150,000 policyholders, more than $1.2 billion in premium, and nearly $20 billion in assets.

  Joel Krause Implementing A Single Point Of Contact Service Desk
Joel Krause, Manager, Office of the CIO - IT Service Management, State Compensation Insurance Fund

Code: General

Based on their 2010 ITIL Project of the Year award winning implementation, Joel will provide details of his organization’s Single Point of Contact (SPOC) Service Desk initiative. Joel will use many real life examples to describe the implementation of Incident Management and explain the consolidation effort of 27 help desks into one virtual Service Desk utilizing ITIL best practices. Joel will also include a summary of lessons learned, key performance indicators and metrics, and details of their project planning and project management activities.
     
  Mary Lopez Change Management – CAB Design & Operation
Mary Lopez, ITIL Process Owner, Office of the CIO - IT Service Management, State Compensation Insurance Fund

Code: General

In this award winning case study, Mary will profile her organization’s Change Approval Board (CAB) and highlight their Change Management process. She will describe the structure and operation of their CAB and explain how and why the CAB is comprised of multiple representatives from all IT departments. Mary will also describe education requirements for all CAB members and backups including the standard for all members to be at least ITIL Foundations certified. She will also explain why and how Subject Matter Experts are utilized in addition to CAB members.


Stephen Abbott Service Management At The Speed Of Light
Stephen Abbott, Senior Service Manager - IPTV & FibreOP, Bell Aliant

Code: General

Steve will discuss how his IT/Engineering and Operations organizations are benefiting from the huge success of applying the hardened and proven fundamentals of ITIL Service Management to the launch and rapid expansion of their Mediaroom IPTV services, and the first 100% FTTH (Fibre-to-the-Home) network in Eastern Canada. Maintaining a premium level of service reliability and availability during one of the most dynamic periods since first launching its TV service back in 2005 was a monumental task this past year for Bell Aliant's FibreOP & IPTV Service Management team. This challenge was made even more difficult while fending off competition from one of the most aggressive and established TV service providers in Canada. As Steve will explain, his Service Management team definitely had their work cut out for them; however, this task was made much easier with the strict adherence to established and proven processes around Incident, Change and Service Level Management.


Track 8 – Social Media Risks & Opportunities

There’s no escaping it, social media is here to stay! Personally, you may decide not to engage but there’s no denying that social media in the business realm is revolutionizing marketing and customer service. Where does (and should!) IT fit in? Speakers in this track will show you how to lead the way and be a value-added enabler to your business.

Elizabeth Harrin

Social Media for Project Managers
Social Media For Project Managers
Elizabeth Harrin, Director, The Otobos Group

Code: General

Computer Weekly Blogger Of The Year 2010, and multiple award winner, Elizabeth Harrin is also author of the hugely popular book Social Media For Project Managers and Project Management In The Real World.

According to Elizabeth, there's a revolution happening in project management: social media tools are finding their way from branding and marketing to the hub of companies and project teams that are making new things happen. The old project management methodologies are being challenged by the fact that those working on projects are using social media tools to communicate and collaborate, and the ways in which we work with colleagues and virtual teams have changed forever. Not everyone agrees with that though, and convincing management that you want to adopt social media tools for productivity gains can be difficult.

This session will look at how social media tools can support and supplement existing project management techniques. It will also discuss how you can assess your organization's readiness for adopting new tools. This session will not demonstrate any tools but will draw upon examples.

Follow Elizabeth on Twitter: http://twitter.com/pm4girls

Read Elizabeth’s blog: http://www.pm4girls.elizabeth-harrin.com/


Eve Mayer Orsburn

The Social Media Business Equation
The Social Media Business Equation™
Eve Mayer Orsburn, CEO, Social Media Delivered

Code: Beyond Beginner

Can social media help grow your business? The answer is a resounding – yes! The fact is that Facebook, Twitter, LinkedIn, YouTube, and other social media platforms are quickly changing how our world communicates. Eve’s book The Social Media Business Equation™  dispels myths and reveals secrets on how to use social media as an effective business and marketing tool.

What is IT’s role? Do you think like a techie or like a “CEO”? Eve (aka @LinkedInQueen on Twitter) will challenge you to think about the business aspects of social media, and not just the nuts and bolts. Her discussion includes a review of the Social Media Equation, proven strategy for approaching social media content and implementation. If you’re an IT manager who really wants to understand the business power of social media so that you can strengthen IT’s business contribution, this is the session for you!


Eve Mayer Orsburn Social Media Policy: Creation & Roll Out
Eve Mayer Orsburn, CEO, Social Media Delivered

Code: General

Today's business market place exists in such a way that social networks have now become so engrained and paramount to a company's operations, that in doing so they've also created a new set of issues and challenges for employers. From employees using Facebook and Twitter while at work, to utilizing social media to profile potential employees, these new platforms are continuing to develop and eventually organizations will have to review certain policies on technology usage in the workplace, the ethics related to internal communication and profiling, as well as corporate social media presence during non-work hours. This session will provide participants with positive ways to address and handle these issues within various departments throughout their respective industries.


Chris Longshore Award-Winning Social Media In The Government
Chris Longshore, Information Systems Manager, City of Arvada

Code: General

In 2005, most IT professionals were not talking social media; never mind a government entity actually using it. Enter Chris Longshore and his team from the City of Arvada (CO). The city tested the waters by rewriting their website and incorporating Flickr and YouTube. Following Flickr and YouTube, the city added Facebook, Twitter and other tools.

Fast forward to 2011, today they have their own YouTube channel with over 470 videos. http://www.youtube.com/user/cityofarvada?blend=7&ob=5 “ASK Arvada” is recognized by The Public Technology Institute for its ease and speed in providing customer service to the citizens of Arvada.

Join Chris as he shares the City of Arvada’s Web 2.0 journey from their no-strategic-plan/learn on the fly days to a full-service, award-winning, virtual city hall.


Track 9 – CSI Through Balanced Scorecard, PDCA, Six Sigma & CMMI

Continual Service Improvement (CSI) in IT is an ongoing effort to improve services or processes. These efforts can seek incremental improvement over time, or breakthrough improvement all at once. To be truly effective, a deliberate CSI approach must be culturally embraced. Do you know how? Find out from successful IT managers and industry experts.

Troy DuMoulin

Velocity
Velocity: Combining Lean, Six Sigma & Theory of Constraints To Achieve Breakthrough Performance
Troy DuMoulin, AVP, Strategic Solutions, Pink Elephant

Code: Beyond Beginner

In this session Troy will start by profiling the key learning points of the best selling business novel about continuous improvement – Velocity – and then go on to illustrate how to apply the book’s guiding principles to your IT organization.

Continual Service Improvement (CSI) is a powerful principle that supports the growing fact that IT has to become more efficient and cost sensitive in how it delivers services. The question is how to apply practical models and effective CSI tools to clearly identify waste, bottlenecks, quick wins and opportunities for improvement that can accelerate the delivery of value while removing waste from IT systems. Troy’s discussion will highlight how to use and apply the principles of Six Sigma, Lean Management and TOC to IT Service Management in the context of: positioning and utilizing them as CSI tools; conducting an assessment of current processes/practices; testing of newly designed ITSM processes; and the annual review of deployed IT Service Management processes. 

Read Troy’s Blog
http://blogs.pinkelephant.com/troy

Follow Troy on Twitter
http://twitter.com/TroyDuMoulin


Steve Bell Using Lean To Establish IT Governance & IT Value Streams
Steve Bell, Founder, Lean IT Strategies, LLC

Code: Beyond Beginner

Steve is co-author of the highly acclaimed and award winning book Lean IT: Enabling and Sustaining Your Lean Enterprise. In this session, Steve will discuss how looking at the overall flow of the value stream, from the time changes are conceived and business cases are written, through deployment and user adoption, stakeholders across the entire value stream can improve the quality and effectiveness of systems. Often the localized improvements brought about on the development side (e.g.: Agile) and the operations side (e.g.: ITIL/ITSM) create localized benefits, but do not improve overall value stream performance resulting in improved business outcomes and end customer value. Attend this session to understand how to use Lean IT strategies to establish IT value streams.


Mike Orzen Applying The Principles Of Lean To IT Operations – From Theory To Practice
Mike Orzen, President, Mike Orzen & Associates, Inc

Code: Beyond Beginner

IT is at the heart of most organizations – very little occurs without the flow of information. Yet, in many cases, IT is viewed as a barrier, not an enabler, to process improvement and the flow of information/data. According to Mike, in many organizations the IT department is functioning at a mere 20% efficiency. It’s clogged with non-value add services which inhibits useful output. Mike says, it’s time to drop the bulk and get Lean! Join the co-author of Lean IT: Enabling and Sustaining Your Lean Enterprise as he walks you through what it takes to flow quality information to improve your organization’s core business processes. Mike will share with you what it really takes to get your IT staff to become key enablers of process improvement within IT operations and the organization as a whole.


Atos
  Case Study: Team Atos

Atos is an international information technology services company with annual 2010 pro forma revenues of EUR 8.6 billion and 74,000 employees in 42 countries. Serving a global client base, it delivers hi-tech transactional services, consulting and technology services, systems integration and managed services.

  Don Knox 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

A few years ago, Siemens IT Solutions and Services embarked on a project to bring their existing Capacity Management processes more closely in line with ITIL’s Service Design book. At that time, there were many different Capacity Management processes across the business and they were all varied, and in many cases non-existent. Through many discussions and an assessment, it became clear that the project would have to start with small quick wins to overcome resistance to change and to illustrate value in order to sell the organization on full participation. Donald will discuss: how they integrated best practice concepts from ITIL, Lean and Six Sigma; the approach used to achieve quick wins and what these were; details of their implementation plan; overview of management reporting; summary of successes achieved to date and lessons learned; a recap of next steps and future plans for further process maturity.
     
  Margo Fullilove 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

In 2008, after achieving a Global ISO 9001/20000/27001 Multi-site Certification, Siemens IT Solutions and Services (SIS), realized that there was a need, and opportunity, to view Service Improvement holistically, allowing for top-down assessment of risks and opportunities. This top-down approach has allowed SIS to “Super-Size” the value and return on efforts to improve end-to-end ITSM across the organization.

Margo will describe how her IT organization uses advanced techniques for quality and continual service/process improvement to manage a comprehensive Service Improvement Program, based on ITIL, Lean and Six Sigma, to quantify and maximize their global improvement projects. Siemens has documented millions of dollars in non-conformance costs savings, and improved quality and customer experience scores from satisfactory to SUPER!


Cindy Trudeau Utilizing Lean Six Sigma, Project Management & ITIL To Implement A Service Catalog
Cindy Trudeau, Manager, IT Service Management Program, Presbyterian Healthcare Services

Code: General

Cindy holds PMP in Project Management and is a Six Sigma Black Belt. She oversees Service Desk, Request Fulfillment, Incident, Problem, Change, Release and Configuration Management. Cindy’s organization’s IS Department embarked on a major transformation project from 2008 - 2011. Of the thirty plus projects that were part of this transformation, Service Management projects utilizing ITIL as a best practice model were deemed most critical. After many years of discussion, IS gained approval and funding to embark on a Service Catalog implementation. It began with a Lean Six Sigma project to gain efficiencies in the new employee process and culminated with a successful implementation of a new tool and Service Catalog process for the entire organization. Cindy will discuss: how Six Sigma techniques were used to complement ITIL process implementations; how effective project management can provide a structured approach to managing cost, timeline and quality; how her IS and project leadership successfully lead the organization through a period of rapid change; lessons learned from their Service Catalog implementation.


Track 10 – Using Frameworks To Achieve Business Value, Outcomes & Results

Lean IT, ISO 20000, ISO 27002, ITIL, and more – how should IT organizations really be using these to successfully achieve true business value? And, which ones provide what benefits? The best minds in the industry are on hand to tell you.

Jim King Achieving ISO 20K Certification: Stepping Into The Winner’s Circle
Jim King, Director, Service Management, Optimization & Strategy, Shared Services Canada

Code: Beyond Beginner

Serving Canadians coast to coast, Public Work and Government Services Canada (PWGSC) has annual expenditures of $4.9B, employs over 12,300 people and delivers over 650 services to almost 70 departments.

In this presentation, Jim will describe how PWGSC’s IT Shared Service (ITSS) has journeyed through many years of dedication, persistence, and careful planning mixed with some old fashioned elbow grease to implement a comprehensive ITSM framework. Their implementation has been part of a multi-year, cross country ITSM marathon that has overcome many hurdles and challenges. Jim will provide a general overview of his organization’s journey inlcuding key accomplishments to date. He will then provide specifics about their pursuit of ISO 20000 certification.

ISO 20K provides both individual and organization/department levels of certification. It is the only international standard for ITSM, giving organizations that are certified a competitive edge. Jim will explain why PWGSC is undertaking the organization level certification process, and he’ll highlight the many steps taken, including details of the audit process.


Allstate
  Case Study: Team Allstate

Multi-award winner, including the 2007 'Project Of The Year Award', Allstate Insurance Company has been on a multi-year journey through ITIL implementation and has gained numerous wins. The word is spreading! Allstate’s former CIO, Catherine Brune was featured in The Wall Street Journal discussing her organization’s best practice approach. At the conference, two senior IT managers are on hand to provide insight into what has made their ITIL and ITSM initiatives hugely successful. In addition, they will discuss how they’ve incorporated business best practices and other frameworks beyond ITIL to achieve IT business integration.

  Peter Corrigan Executive Steering Committee: Best Practices At Allstate
Pete Corrigan, Allstate Technology & Operations Senior Vice President, Allstate Insurance Company

Code: General

In this session, Pete, a former Case Study Of The Year recipient, discusses how to maintain a strong IT Service Management program across your organization through an Enterprise Steering Committee. Pete will share his own success story in forming a steering committee, including how to select the right members and how to create a support structure for the team to ensure its success. This session will also give you a good idea of how to know when it is time to move your program from a local program to an Enterprise approach with governance.
     
  Cathy Kirch Application Management As Part Of The Overall Service Management Lifecycle
Cathy Kirch, Process Architect, Allstate Insurance Company

Code: Beyond Beginner

In this session, Cathy, one of North America’s most experienced ITSM practitioners, will review how her organization tackled Application Management under the ITIL framework while avoiding the creation of redundant support silos and new processes to what are already in place on the Infrastructure side. Her discussion includes: how her organization defined the concept of Application Management according to ITIL; how they avoided having redundant Infrastructure AND Application Management processes, policies and support; the approach used to avoid separate process improvement projects; and how they created holistic across-the enterprise strategies for all Application Teams.


Martin Erb

Far From The Factory
Far From The Factory: Lean For The Information Age
Martin Erb, Director, Professional Services, Pink Elephant

Code: General

Many experts recognize this as one of the best books written about Lean for non-manufacturing environments. Understanding that the traditional types of waste you find in a manufacturing factory are not the types of waste you find in today’s modern office, the Far From The Factory authors focus on the service-oriented sector, and knowledge and project workers. They provide information and the tools and techniques needed to adapt Lean manufacturing concepts of waste, value, and continuous flow to the new information age of IT and service centric environments. The book’s guidance has been very valuable in helping many project managers and senior business managers eliminate the waste from their process improvement efforts, and processes.

In this session, Martin will start by explaining the book’s relevance and popularity, then go on to provide a summary of the book’s key learning points. Martin will also give examples of how the book’s key points can be applied to your own ITSM projects and continual service improvement (CSI) initiatives. This is a not-to-be-missed session if you want to understand process improvement and CSI beyond just the ITIL certification programs.


Andrew Bream ISO 20000 Implementation – A Lean Success Story
Andrew Bream, PMP, ISD Sr. IT Manager, General Dynamics Information Technology

Code: General

In this case study, Andrew will provide a senior IT manager’s view of his organization’s ISO 20000 implementation, including their successful audit. His presentation includes: an overview of key strategic objectives and how ISO 20000 and ITIL were utilized to help achieve IT and corporate goals; review of their ISO 20000 implementation plan; a summary of KPIs that ensured process efficiency and effectiveness; a discussion about the ROI for ISO 20000; and a summary of key benefits gained and lessons learned.


Adobe
  Case Study: Team Adobe

Founded nearly 30 years ago, and now with over 9,500 employees, Adobe is one of Silicon Valley’s most admired companies. Adobe’s IT organization has been on a multi-year ITSM implementation journey, and two senior IT managers are on hand at this conference to highlight their many successes together with lessons learned.

Den Jones, Sr. Manager ITSM Program will present: ITSM: Delivering New Business Value Every 12 Weeks!. Paulette Scheffer, Senior Director, IT Infrastructure & Service Management will present: Launch & Learn.


  Den Jones ITSM: Delivering New Business Value Every 12 Weeks!
Den Jones, Sr. Manager ITSM Program, Adobe Systems Incorporated

Code: Beginner

“Quick wins” and “low-hanging fruit” are common phrases associated with an ITSM program. In fact, Den will explain how they are critical to the success of an ITSM implementation program. Adobe’s achievements in combing their IaaS (Information as a Service) and ITSM programs allows them to deliver business value every 12 weeks. This is no small task! Join Den Jones as he reveals the secrets to establishing and maintaining this formidable schedule.
     
  Paulette Scheffer Launch & Learn
Paulette Scheffer, Senior Director, IT Infrastructure & Service Management, Adobe Systems Incorporated

Code: Beginner

“Launch & Learn” became Adobe’s strategy after their first IT Service Management attempt failed shortly after starting. Adobe worked in 12 week sprints. They started small, implemented quickly, learned quickly, and then expanded the scope and scale of their implementation. It was all about business value – know the problem and focus on solving it. Through it all, one thing remained constant – communication, communication and more communication.

Join Paulette to hear highlights of Adobe’s successful Launch & Learn initiative. She’ll reveal what worked, what didn’t work, and important lessons learned. Be sure to attend this session to hear real-world practical tips and advice about how to ensure success with your ITSM journey.


Ian Clayton

Guide To The USMBOK
A Guide To The Universal Service Management Body Of Knowledge (USMBOK)
Ian Clayton, Author

Code: Beginner

Ian will present attendees with his view of service management, which he has captured in his new book. He’ll challenge you to think beyond ITIL with his own ITSM models and frameworks that provide a major reference to help IT Service Management professionals in achieving success. According to Ian, the foremost responsibility of a service management professional is to understand the working elements of a service management system and service organization, and how they inter-operate to manage the customer experience and produce successful customer outcomes. Presented as a body of knowledge, the Guide to the USMBOK provides a very comprehensive blueprint and vital reference to help IT in successfully achieving this responsibility.


Barclay Rae Fast ITSM – Let's Get Moving!
Barclay Rae, Consultant, Barclay Rae Consulting

Code: Beginner

Barclay discusses how the IT world is changing fast; new technologies keep coming, including new commercial models and ways to buy and consume IT. Barclay believes that IT organizations and their IT services’ supply chain face a number of threats over the next few years, inevitably resulting in major changes to the industry. He presents his views about how the established ITIL approach is under threat. He suggests ITSM implementations need to be faster, and deliver greater value proposition, and he’ll explain why and how. Join Barclay, a seasoned ITSM expert as he shares his guidance on how to make Service Management work quickly and successfully for your organization. Barclay will start by discussing current and future threats faced by IT. He will then reveal practical advice on defining ITSM objectives and value and how to achieve success quickly.


Track 11 – COBIT & IT Governance

Do you understand the importance of IT governance, but are having difficulty getting your people, processes and tools in sync? Attend these sessions to hear from leading industry experts and case studies about how to implement a sound IT governance framework, including COBIT.

Jennifer Wels ITIL: An IT Governance Enabler
Jennifer Wels, IT Management Consultant, Pink Elephant

Code: General

Many organizations are adopting an overall governance framework such as COBIT (Control Objectives for Information and Related Technology). However, the question 'how can ITIL enforce governance principles?' soon arises. This timely session covers a view of how COBIT and ITIL align and mutually complement each other. Additionally, Jennifer provides an overview of COBIT's framework emphasizing how you can use it for more than just audit purposes. Jennifer also provides valuable insight into how you can effectively use COBIT and ITIL as part of an overall service improvement initiative.


Andre van der Merwe COBIT, ITIL & PRINCE2: The 3 Musketeers!
Andre van der Merwe, Senior Manager, Service Warranty & Improvement, Business Connexion

Code: Beginner

Andre and his organization are based in South Africa and were an ITIL Project Of The Year finalist for 2010. During this unique and insightful presentation, Andre will highlight how his organization uses three popular models successfully to achieve desired results. COBIT is used to specify their ICT controls and bring ICT corporate governance under one umbrella; Andre will explain that this is the WHAT they are supposed to do. He will then explain that the ITIL framework gives them guidance on the HOW to perform process activities and achieve the necessary control and governance as specified in COBIT. Andre will also describe how PRINCE2 is used as their chosen project management method to implement process changes.


Rob England Showdown Of The Methodologies
Rob England, The IT Skeptic

Code: General

Back in 2007 the IT Skeptic wrote on his blog "ITIL is the hitchhiker's guide, COBIT is the encyclopedia" and the following year "ITIL will be put firmly (but politely) back in its place any year now". In 2009 he wrote "they are going to end up competing ... possibly over a large overlapping area" and lately "The new COBIT 5 is doing that. COBIT is already my frame of reference for ITSM. Soon it will be most people's”. Join the IT Skeptic as he shares his hopes, dreams and aspirations for COBIT 5. Will COBIT 5 sweep the mat with ITIL, or can ITIL continue to ignore it? Be sure to attend this Showdown of the Methodologies. COBIT fans on one side, ITIL fans on the other!


Jennifer Wels COBIT 5 – Are You Ready?
Jennifer Wels, IT Management Consultant, Pink Elephant

Code: General

Scheduled for release in early 2012, COBIT 5 is designed to meet the needs of stakeholders and align with today's thinking in IT management techniques and enterprise governance. Join Jennifer, fresh from ISACA's IT Governance Risk & Compliance conference as she brings you the latest news on this framework and how it will connect with other major frameworks and standards (including ITIL) in the marketplace.


Track 12 – Tools & Technology

Case studies, suppliers, and industry experts show you what it really takes for successful process implementation and integration, for enabling better decision-making, and for monitoring service performance to identify continual improvement opportunities.

Suzanne Eden 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

Designing and automating ITIL processes is a journey many IT organizations are on. Benefit from AAA's experience as Suzanne highlights several practical real-life tips for successfully implementing and architecting an ITSM toolset solution. She’ll describe the approach used to work with process owners to translate requirements into codeable deliverables, and engage users to understand requirements and address their toolset-based pain points. Most importantly, learn what AAA would do differently next time so you can avoid some of the pitfalls of the journey.


Dustin Coe Boeing’s “Software Express” & Total Cost Of Ownership
Dustin Coe, System Design Integrator & Program Manager, Boeing

Code: General

Dustin will present a very interesting case study about lowering total cost of ownership through innovative solutions and ITIL process. Dustin’s journey started in the late ‘90s when he co-designed a software distribution system for his organization that enabled significant lower costs for managing and deploying desktop software. In brief, they cataloged and managed thousands of desktop software into one system, and permitted the end-user to access and download through a portal. Dustin will provide an overview of how Change, Configuration and Release process management best practices were utilized when the solution was implemented and utilized again recently as the system (Software Express) has expanded to automate their desktop processes for detecting and restoring desktop applications against their DSL.


Jeffrey H. Westcott The Silver Bullet? Software That “Works & Plays With Others”
Jeffrey H. Westcott, ITSM Service Manager, Lawrence Livermore National Laboratory

Code: Beginner

A seasoned 30 year IT veteran, Jeff is responsible for leading his organization’s ITSM implementation project, which currently includes Incident Management, Problem Management, Change Management, Configuration Management, Self-Service, Service Desk Communications (IVR and ACD), and Inventory Management. During his case study presentation, Jeff will profile the roadmap for implementation of the aforementioned and other future ITIL processes. He will also include a review of the project schedule, discussion of risks and issues, and successes and lessons learned. Jeff’s main focus will be on how integration with a variety of existing systems presented a multitude of interesting challenges and requirements, and he’ll highlight how these were addressed.


Charlie Miles How To Align Process & Technology
Charlie Miles, IT Management Consultant, Pink Elephant

Code: Beginner

Most ITSM experts agree on alignment of process and technology, but some tool vendors (based on Charlie’s experience) prefer that IT organizations adopt the ‘out of the box’ process the way their tool works. As Charlie will explain, this approach doesn’t necessarily ensure alignment. Working with many IT organizations to implement ITSM best practices, including as both process consultant and as a tool vendor, Charlie will describe an assessment methodology you can use to make sure you don’t fall into this ITSM implementation trap.


Kurt Milne How ITSM Strategies Help Build A Private Cloud
Kurt Milne, Managing Director, IT Process Institute

Code: Beyond Beginner

Kurt asked 30 IT executives what they learned from their private cloud efforts. They shared surprisingly similar set of "key competencies" needed to achieve success with their data center transformation. Kurt is on hand to share his insight and give you key take-aways and practical guidance from his research and recently released book Visible Ops Private Cloud: From Virtualization To Private Cloud In Four Practice Steps. According to Kurt, if you build a private cloud that delivers what public cloud vendors already offer, you miss a great opportunity to differentiate IT and drive your business forward. He encourages you not to tackle private cloud from the “virtualization up” perspective. He’ll share a more effective “service design down” approach that can help your organization get it right the first time.


Timothy Currie Panel Discussion: Conducting The Symphony While Writing The Music – Mapping ITIL To ISO/IEC 20000
Timothy Currie, Service Manager, Fermilab

Code: Beyond Beginner

This session will serve as a reference for mapping ITSM/ITIL good practices to the ISO/IEC 20000 standard. For each ISO 20000 program area (Requirements for a management system; Planning and implementing service management; Planning and implementing new services; Service delivery processes; Relationship processes; Resolution processes; Control processes; Release processes), Tim will outline strategies employed, successes and struggles, lessons learned, and the journey through continuous service and process improvement. ISO/IEC 20000 certification is often a Herculean task, which can only be achieved through diligence and cultural change across the entire IT organization. And according to Tim, Being the project manager is a bit like conducting a symphony while you’re still writing the music!


Craig McDonogh Susan Roy Farah Remtulla
  IT Unification Against All Odds
Moderated By: Craig McDonogh, Director of Product Management, ServiceNow

Susan Roy, Manager Technical Customer Services, Temple-Inland
Farah Remtulla, PPM Manager, Emory University

Code: Beyond Beginner

Join Craig with his guest panellists, Susan Roy of Temple-Inland and Farah Remtulla of Emory University, for an open discussion on the unification of a decentralized IT organization. Facing decentralized services, aging technology and sub-cultures with their own way of doing things, these ITSM leaders transformed service offering and saved money along the way. This session will highlight some of the strategies used and offer advice for starting your own process definition journey.


Rhett Glauser Kim Liston Chris Dancy
  Social IT
Moderated By: Rhett Glauser, Marketing Communications, ServiceNow

Adam Mason, Manager of Client Services, Loyola Marymount University,
Kim Liston, Infrastructure & Operations, Omnicare Information Solutions &
Chris Dancy, Senior Manager, Digital Strategy, ServiceNow

Code: General

Last year when social IT entered the ITSM discussion, much of the talk was theory. Fast forward a year and today the theory is reality. Large IT organizations are making their IT service offerings more social, immediate and transparent. IT is now joining forces with end users to push the envelope of pervasive mobile and social applications at work and within IT. Peer-to-peer support, more-efficient collaboration, more convenient IT service is here today.

Join this panel of IT service professionals to hear what social IT means to their service management efforts today. Loyola Marymount University streamlines the change management process and makes service improvement immediate through their use of a Twitter-like stream of IT knowledge. Hear how Symcor began their enterprise-wide ITSM project by talking to actual people to first understand how they work and what they need from IT.


Chris Dancy Mobility, Big Data & Precognition
Chris Dancy, Senior Manager, Digital Strategy, ServiceNow

Code: General

This session will look at the impact of “big data” in the cloud on the enterprise, users’ perceptions of support and how support will evolve to use techniques to analyze the data to eventually support precognitive issues. We are living in the future; our devices can see, talk and translate the world around us. Our instant link to knowledge makes children today have access to more data than physicians of fifteen years ago. In a single day in 2011 more data is created on the web than in the years spanning 1995 to 2000. Soon navigating the streams of this “big data” will become a skill set that every IT professional will need. Before the end of this decade users and enterprises will be exposed to precognitive news and events. How will supporting this virtual time travel change the way you interact with risk, governance and the steady footing that IT has had until this point? This session that will redefine your feelings of IT, technology and your future.


Track 13 – Breakfast Clubs

Attention early risers! Our conference provides non-stop learning. Join our early morning sessions each day for value-added presentations and discussion forums that enable you to get a head start on your day. A varied line-up of speakers will be on hand from all walks of life to share insights, provide practical guidance, and highlight successes and lessons learned.

Brenda Iniguez The Executive Club
Moderated By: Brenda Iniguez, Strategic Business Development, Pink Elephant

Code: General

Two specialized sessions specifically designed for senior IT managers to focus on the hot topics facing leaders today: 1. Engaging & leading the Gen Y workers in today’s workplace: the shifting age demographics hitting your organizations and how to most effectively manage the cross-generational teams…specifically how to reach, engage, and keep the new Gen Y/Millennial workers on your teams. 2. How to Communicate to keep your organization engaged: The Communication required for Service Management deployments…tips for engaging initial support and ideas for how leaders keep their teams informed and engaged from initiative kickoff through deployment.

Moderated by Brenda – a highly experienced senior IT manager as well as a seasoned veteran of many ITSM and ITIL implementations – this is your exclusive opportunity to hear directly from both Gen Y workers and Senior Leaders: Monday: tips directly from all three generations in today’s workplace, to help you successfully lead and engage the new GEN Y workers on your cross-generational teams. Tuesday: tips from several senior leader panelists on how they are communicating and keeping their teams engaged and fully supporting their extensive Service Management deployments.


Charlie Miles

Jim McKennan
IT Support & Service Desk Forum
Moderated By: Charlie Miles & Jim McKennan, IT Management Consultants, Pink Elephant

Code: General

On Monday and Tuesday mornings, Charlie and “Dr. Jim” – two very experienced, knowledgeable and highly respected IT support experts – will host a Breakfast Club specifically designed to address the biggest issues facing today’s ITIL and ITSM focused IT support groups and Service Desks. The sessions will not be your typical “death by PowerPoint” presentations! Rather, these will be in a Q&A format with round-table discussions.

Charlie and Jim will start each session with “One Tip Of The Day” for managing a specific operational process (e.g.: Incident, Problem, Change, etc) or the Service Desk and related ITIL and ITSM functions/processes, then invite audience participation. The sessions will be presented in a Q&A round-table discussion format.


Graham Price

Zahra Rahemtulla
ITSM Program & Project Management Forum
Moderated By: Graham Price, Principal Consultant & Zahra Rahemtulla, IT Management Consultant, Pink Elephant

Code: General

Attention program and project managers/directors! On Monday and Tuesday mornings, Graham and Zahra – two very experienced ITSM and ITIL implementation experts – will host a Breakfast Club specifically designed to address the biggest issues and challenges facing your ITSM, ITIL and continuous improvement implementation projects. Bring it on! No issue, question or problem is too big or small. Graham and Zahra will start each session with “One Tip Of The Day” then invite audience participation. The sessions will be presented in a Q&A round-table discussion format.


Rich Petti Introduction To ITIL
Rich Petti, IT Management Consultant, Pink Elephant

Code: Beginner

This overview is an ideal way to learn about ITIL’s IT Service Management framework and Service Lifecycle approach. Designed for those new to ITIL or needing a refresh, the agenda includes an overview of ITIL’s five books – Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement – and their main concepts and best practices, together with a high level look at the 26 process, 4 function IT Service Management process model.

To maximize participation, this session is scheduled more than once throughout the conference – It is presented on Sunday afternoon as a Conference Optimizer, and Monday as a Breakfast Club session.


Jennifer Wels Introduction To COBIT
Jennifer Wels, IT Management Consultant, Pink Elephant

Code: Beginner

Expand your business and IT skills by learning about COBIT!

COBIT® (Control Objectives for Information and related Technology) is designed to be an information technology governance aid to management. COBIT’s business-orientated framework identifies 34 information technology processes, grouped in 4 domains, and is supported by over 200 detailed control objectives. Each one of the 34 processes leverages IT resources, and is aimed at the quality, fiduciary and/or security requirements for information. The 34 IT processes guide management to selecting Critical Success Factors – the most important issues or actions that management need to achieve control over, so that IT can be effective in enabling the entity's business objectives.

To maximize participation, this session is scheduled more than once throughout the conference – It is presented on Sunday afternoon as a Conference Optimizer, and Monday and Tuesday as Breakfast Club sessions.


Martin Erb Introduction To Lean Management
Martin Erb, Director, Professional Services, Pink Elephant

Code: Beginner

In this overview, Martin will explain Lean’s origins and major guiding principles. You’ll walk away with an understanding of what Lean Management is, and an awareness of its business and IT value.

Simply put, Lean is focused on getting the right things to the right place at the right time in the right quantity to achieve perfect work flow, while minimizing waste and being flexible and able to change. To accomplish this, Lean thinking changes the focus of management from optimizing separate technologies, assets, and vertical departments to optimizing the flow of products and services through entire value streams that flow horizontally across technologies, assets, and departments to customers. Eliminating waste along entire value streams, instead of at isolated points, creates processes that need less human effort, less space, less capital, and less time to make products and services at far less costs and with much fewer defects, compared with traditional business systems. Organizations are able to respond to changing customer desires with high variety, high quality, low cost, and with very fast throughput times. Also, information management becomes much simpler and more accurate.

To maximize participation, this session is scheduled more than once throughout the conference – It is presented on Sunday afternoon as a Conference Optimizer, and Monday and Tuesday as Breakfast Club sessions.


Rae Garrett Introduction To CMM & Process Maturity
Rae Garrett, Principal Consultant, Pink Elephant

Code: Beginner

Are your ITSM processes “defined?” Are they fully “optimized?” Do you know what these mean, and why it’s important for you to know?

Attend this session and you’ll learn about the key concepts and guiding principles of “process maturity”. The session includes an overview of the CMM model (Capability Maturity Model) and the 6 different process maturity stages: 0 - Not Performed; 1 - Initial; 2 - Repeatable; 3 - Defined; 4 - Managed; 5 - Optimized. What do each of these mean? And, why should every IT manager need to know? Attend this session for an explanation of each stage and why understanding a maturity level is necessary to overall successful project management, and implementing ITIL and ITSM best practices.

Make this a must-attend session to help you better understand other conference presentations that refer to process maturity, assessments, best practices for implementing ITIL processes, and the “health checks” on Wednesday afternoon.

To maximize participation, this session is scheduled more than once throughout the conference – It is presented on Sunday afternoon as a Conference Optimizer, and Monday and Tuesday as Breakfast Club sessions.


Vance Brown Mobility & Metrics: What’s On Your CIO’s Phone?
Vance Brown, Chairman & CEO, Cherwell Software

Code: General

With today’s remarkable mobility, senior IT leaders can have instant access to a tidal wave of information. The key to success is to understand how to filter that data, remain focused on organizational goals, and respond appropriately. In this session, you will learn real-world examples of how successful CIOs and IT directors establish and monitor their metrics and KPIs. You will also learn four key criteria for ensuring that you make the “RITE” decisions for your organization.


Martin Erb 5 Ways To Apply “Lean IT” To ITSM
Martin Erb, Director, Professional Services, Pink Elephant

Code: General

In this insightful session, Martin will take you through a laundry list of 5 key teaching points from Mike Orzen and Steve Bell’s book, Lean IT: Enabling and Sustaining Your Lean Enterprise, to illustrate how to apply the principles of Lean IT to your ITSM and ITIL initiatives. Martin is a multi-year ITSM veteran, and while at Capital One, was one of the first practitioners in North America to implement ITIL best practices. Since then, he has acquired extensive knowledge about how to successfully apply many best practice frameworks.

Mike Orzen and Steve Bell, authors of Lean IT, are also presenting two sessions at this conference in Track 9.


Anil Dissanayake ITIL 2011 – What’s New?
Anil Dissanayake, IT Management Consultant, Pink Elephant

Code: General

ITIL has undergone a refresh. There have been updates made to correct some inconsistencies in terminology, and content has been added to strengthen descriptions for several processes and concepts. The new version is referred to as “ITIL 2011”. Join Anil as he walks you through the key changes from each of ITIL’s five books.


Jennifer Wels Top 10 Considerations For Implementing Change Management
Jennifer Wels, IT Management Consultant, Pink Elephant

Code: Beginner

Always a conference favorite, Jennifer’s presentation has been described by attendees as “an insightful highly educational experience”.

One of the key ITIL processes is Change Management, and many IT organizations include it as an early implementation and improvement focus. While not complicated, Change Management is a complex, multi-faceted process that many IT managers struggle with.  Get Change Management right and it works, get it wrong and it becomes a bureaucracy that creates frustration and confusion that everyone wants to bypass.  Change Management is a control process that has to have a good balance of efficiency and effectiveness.

Join Jennifer, a 15 year ITIL veteran, as she identifies the top ten considerations when developing and implementing Change Management in your organization.


Rae Garrett 8 Ways ITSM Project Managers Go Wrong & What To Do About It
Rae Garrett, Principal Consultant, Pink Elephant

Code: Beginner

Join Rae, a highly seasoned ITSM implementation expert, as she digs into her ‘Consultant Case Book’ to walk you through a laundry list of why ITSM projects fail and the biggest mistakes project managers make. She will profile her many observations and also provide recommendations for what you should do to avoid these common pitfalls.


Jack Probst

Service Strategy - ITIL 2011
Service Strategy: Refreshed!
Jack Probst, Principal Consultant, Pink Elephant

Code: Beyond Beginner

ITIL’s Service Strategy book has undergone a refresh, which was released in July 2011. How has the book, and related concepts and processes changed? Jack will tell you everything you need to know about the update. During this session, Jack, a veteran of many strategic ITIL and ITSM initiatives, will provide you with a must-have overview of the book’s contents, which include many insightful business concepts and principles for senior IT managers such as: Service Value, Service Oriented Accounting; Service Provisioning Models; Organization Design and Development.


David Mainville Four Ways To Improve Your ITSM Program
David Mainville, CEO & Co-Founder of Consulting-Portal

Code: General

ITSM programs can sometimes become large and cumbersome, leaving managers struggling to ask "where do I go from here?" Start your morning with David as he shares his knowledge and experience in four practical areas for improving an ITSM Program. David will share: the importance of assessments and how they can be a catalyst for change; process design and the importance of definition; process governance and the need for metrics; and finally, to gain buy-in and cement changes – education. Regardless of where you are in your program, David's session will get you thinking about your next steps.


Track 14 – Networking Focus Groups

You are not alone! Many others share common issues, challenges and questions, so there’s no need to reinvent the wheel. Bring your most pressing questions and challenges to these networking sessions and focus groups to learn how others have tackled the ups and downs of ITIL and ITSM projects, and IT improvement initiatives.

  • ITIL & ITSM In Utilities
  • ITIL & ITSM In Government
  • ITIL & ITSM In Financial Services
  • ITIL & ITSM In Education & Universities
  • How To Define IT Services From A Customer Perspective
  • The Three Views Of The IT Service Catalog (Who Is My Customer?)
  • Developing ITIL Awareness & Education Strategy
  • Critical Project/Program Roles For Success In An ITSM Improvement Program
  • Implementing A Communication Strategy & Plan
  • CSI – Where To Start & Keeping The Momentum Going After The Project Is Closed
  • Event Management & Monitoring Tools
  • Integrating Different Frameworks, Standards & Models
  • Assessing & Adapting Attitude, Behavior & Culture For IT Success
  • Avoiding ITIL Process Silos Through Integration & Automation
  • Building An ITSM Business Case
  • Service Desk To User Services Engagement Center
  • Creating A Culture & Leadership Team To Support Change
  • Current State Of ITSM In Higher Education – Top Issues & Shared Advice
  • The Road To The Emerald City – Defining An ITSM Roadmap
  • Defining Metrics That Matter
  • You Have Implemented Incident, Problem & Change Management - Now What?
  • From Technology To Service Management – The ITSM Leadership Transformation Challenge
  • Modeling Services In A CMDB


Track 15 – Half-Day Workshops

Industry Exclusive! Sessions in this track are half-day workshops – they are not your typical breakouts! Instead, an industry expert including Pink’s highly respected consultants, will take participants through specific IT and business processes and provide valuable “how-tos” and a “health check.” It’s like getting free consulting! At the end of the sessions, you’ll have many take-aways that you can start implementing as soon as you get back to work. Choose from one of the many workshops below, ranging from operational to strategic in focus.

Dr.Victoria Grady 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

Many change initiatives fail because the focus is on the "change" itself, instead of on the implications for the individuals experiencing the change. It is counterintuitive that generally, change initiatives are implemented without first benchmarking the potential response of the individuals experiencing the change. This is the unique contribution of Dr. Grady’s Model of the Organizational Loss of Effectiveness (LOE), and the corresponding LOE Index.

The LOE Index identifies behaviors, perceptions, and attitudes that emerge in organizations as a response to change and that ultimately impact overall effectiveness. The index focuses on the employees, and how factors inherent in change affect their performance and subsequently have a negative impact on the organization.

During this presentation Dr. Grady will provide a review of: the Model of the Organizational Loss of Effectiveness (LOE); the corresponding LOE Index together with a summary of why and how to assess seven symptoms – Global Assessment; Frustration; Apprehension/Anxiety; Retardation of Development; Refusal to Participate; Withdrawal; and Rejection of Environment.

Dr. Grady is presenting details of her model and her LOE Index in two formats – a breakout session, which provides an overview of all key learning points, and this 1/2 day workshop which presents a more in-depth view.


Troy DuMoulin ITSM Strategic Road Map Workshop
Troy DuMoulin, AVP, Strategic Solutions, Pink Elephant

Code: General

Whether you’re new to ITIL and ITSM or already started your journey and are looking for validation, this is an invaluable session for senior IT managers. Take this opportunity to spend quality time with one of the world’s leading ITSM consultants! Troy – a veteran of numerous strategic engagements – will provide you with a step-by-step strategic roadmap for ITIL and ITSM implementation based on his 15+ years experience helping others achieve success.

Read Troy’s Blog
http://blogs.pinkelephant.com/troy

Follow Troy on Twitter
http://twitter.com/TroyDuMoulin


ITIL Process “Health Checks”

Participate in an extraordinary learning experience! Choose from one of the many process assessments below, and walk away with specific action items you need to address upon your return to work. Whether you’re new to ITIL, or have already started implementing processes, these workshops are invaluable for understanding how to turn the knowledge in the books and certification courses into positive outcomes and results.

Charlie Miles Incident Management Health Check
Charlie Miles, IT Management Consultant, Pink Elephant

Code: General
   
Zahra Rahemtulla Event Management Health Check
Zahra Rahemtulla, IT Management Consultant, Pink Elephant

Code: General
   
Rae Garrett Problem Management Health Check
Rae Garrett, Principal Consultant, Pink Elephant

Code: General
   
Kristin Colburn Change Management Health Check
Kristin Colburn, IT Management Consultant, Pink Elephant

Code: General