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Schedule-At-A-Glance

Sunday, February 17, 2013

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

4:00pm – 5:00pm: Conference Optimizers

Conference Optimizer CO1
Conference Optimizer CO2
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Conference Optimizer CO4
An ITIL Overview

Rich Petti,
IT Management Consultant, Pink Elephant

Code: Beginner		 What IT Managers Need To Know About COBIT

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: Beginner		 What IT Managers Need To Know About Lean Management

Martin Erb,
Director, Professional Services, Pink Elephant

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

Rae Garrett,
Principal Consultant, Pink Elephant

Code: Beginner

Conference Optimizer CO5
Conference Optimizer CO6
Conference Optimizer  
Why You Should Consider PRINCE2® Project Management Certification

Graham Price,
Principal Consultant, Pink Elephant

Code: General		 Tips For Cementing Organizational Change

Troy DuMoulin,
Vice President, Professional Services, Pink Elephant

Code: Beyond Beginner		 Focus Groups

Choose from:

ITIL & ITSM In Utilities – CO7

ITIL & ITSM In Government – CO8

ITIL & ITSM In Financial Services – CO9

ITIL & ITSM In Education & Universities – CO10

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

Monday, February 18, 2013

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

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

7:15am - 8:15am: Practitioner Radio Live Recording

7:15am - 8:15am: Breakfast Clubs

Breakfast Club BM1
Breakfast Club BM2
Breakfast Club BM3
Breakfast Club BM4
An ITIL Overview

Rich Petti,
IT Management Consultant, Pink Elephant

Code: Beginner
 What IT Managers Need To Know About COBIT

Jennifer Wels,
IT Management Consultant, Pink Elephant

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

Rae Garrett,
IT Management Consultant, Pink Elephant

Code: Beginner		 ITSM Program & Project Management Forum

Moderated By:
Graham Price,
Principal Consultant &
Brian Newcomb,
IT Management Consultant, Pink Elephant

Code: General

Breakfast Club BM5
Breakfast Club BM6
Breakfast Club BM7
Breakfast Club BM8
IT Support & Service Desk Forum

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

Code: General		 “Platinum Pass Ask-The-Expert Breakfast Club”

Gary Case,
Principal Consultant, Pink Elephant
 Critical Migration Success Factors

Jon Ryman,
VP IT Service Management, EasyVista

Code: General		 Change Management: The Greatest ROI of ITIL

Matt Neigh,
Technology Evangelist, Cherwell Software

Code: Beginner

8:00am – 8:30am:

Pre-Show With “Which One’s Pink” – Pink Floyd Cover Band

8:30am - 8:45am:

Conference Opening Remarks

8:45am - 9:10am: 

The Early Pink Show With Wayne Cotter

9:10am - 10:10am: 

Keynote: Neil deGrasse Tyson “The Next Big Thing”

10:10am - 10:30am: Refreshment Break

10:30am – 11: 30am:

Keynote: Captain Sullenberger “Making A Difference”

11:30am - 11:45am: 

The Early Pink Show Wrap-up With Wayne Cotter

11:30am – 3:20pm: Exhibition Showcase Open

11:45am - 12:00pm: Break

12:00pm – 1:45pm: Lunch/Concurrent Breakout Sessions

12:00pm – 12:45pm:

Track 1 101A
Track 1 101B
Track 2 102
Track 4 104
Mavens, Connectors, Salesmen – What Every ITSM Leader Needs To Know About Them

Jack Probst,
Principal Consultant, Pink Elephant

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

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General

The Strategic Role Of An IT Operating Model

Troy DuMoulin,
Vice President, Professional Services, Pink Elephant

Code: Beyond Beginner 		A Sense Of Urgency

Brian Newcomb,
IT Management Consultant, Pink Elephant

Code: General

Track 5 105
Track 6 106
Track 8 108
Project Management & Change Management: The Value & Challenges of Integration & Alignment

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: General		 Best Practices For Implementing An ITSM Tool
Q&A – Panel Discussion 

Facilitator: George Spalding,
Executive VP, Pink Elephant

Panelists:
David Mainville,
CEO & Co-Founder, Navvia,
John Castilia,
PMP, Service Management Office, Division of Customer Support, Center for Information Technology (CIT), National Institutes of Health &
Evan Carlson,
VP North America, EasyVista

Code: General
 How To Get Started Implementing ITIL

Graham Price,
Principal Consultant, Pink Elephant

Code: Beginner

12:45pm – 1:00pm: Break

1:00pm – 1:45pm:

Track 1 201
Track 2 202
Track 6 206A
Track 6 206B
Death By Meeting

Gary Case,
Principal Consultant, Pink Elephant & Co-Author, ITIL Continual Service Improvement

Code: General		 How To Maximize Your Training ROI

Paul Wilkinson,
Director, GamingWorksBV

Code: General		 Best Practices For Managing BYOD
Q&A – Panel Discussion 

Facilitator: George Spalding,
Executive VP, Pink Elephant

Panelist:
Matt Neigh,
Technology Evangelist, Cherwell Software,
David Wagner,
Business Development Principal, TeamQuest &
Julianne Journitz,
Director of Client Services, Pomona College

Code: General
 The Checklist Manifesto: How To Get Things Right 

Rob England,
The IT Skeptic

Code: General

Track 7 207A
Track 7 207B
Track 8 208
Success Strategies For Crossing IT Silos & Improving Organizational Culture

Rae Garrett,
Principal Consultant, Pink Elephant

Code: Beyond Beginner		 Principles & Guidance For Event Management

Charlie Miles,
IT Management Consultant, Pink Elephant

Code: Beginner		 How To Conduct Problem Management Root Cause Analysis

Anil Dissanayake,
Director, Professional Services - Asia, Pink Elephant

Code: Beyond Beginner

1:45pm – 2:00pm: Break

2:00pm – 3:00pm:

Track 1 301A
Track 1 301B
Track 2 302A
Track 2 302B
100 Stories UP – And Why I Take The Stairs

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General		 Leadership: Helping Others To Succeed

Bernardo Tirado,
CEO and Founder, The Project Box, LLC, Six Sigma Black Belt

Code: General		 Managing IT Investments at NORAD / USNORTHCOM

Colonel Thomas Salo,
Colonel, United States Army

Code: Beyond Beginner		 Delivering Value To The Business: 4P – People, Process, Products & Partners 

Andrzej Gadomski,
Senior Specialist - Information Technology Service Management, McMaster University / Wilfrid Laurier University

Code: General

Track 3 303
Track 5 305
Track 6 306
Track 7 307
Continual Service Improvement - One Metric At A Time 

Brian Newcomb,
IT Management Consultant, Pink Elephant

Code: General

 ITIL & PRINCE2 – How They Co-Exist in Perfect Harmony

Tracy Alldridge,
PMP and PR2P, Consultant, Alarsta Inc - Consulting

Code: Beyond Beginner		 The Other PaaS – People As A Service

Kathryn Howard,
ITSM Consultant, Visual Explanations

Code: General		 Operational IT Service ROI

Doug Tyre,
PhD,
IT Service Management Professional, University of Miami

Code: General

Track 8 308A
Track 8 308B
Track 9 309
Track 10 310
How To Decide Which Courses Are Best For Which Roles & Develop Education Plans For ITIL Training

Pierre Bernard,
IT Management Consultant, Pink Elephant

Code: General		 How To Create ITIL Project & Process Management Roles

Graham Price,
Principal Consultant, Pink Elephant

Code: General		 An ITSM Journey – 10 Years Later

Cathy Kirch,
Process Architect, Allstate Insurance Company

Code: General		 ISO & ITIL – A Winning Combination At U Of PA

Donna Manley,
Senior IT Director, University Of Pennsylvania

Code: Beyond Beginner

Track 12 312
Bridging The Development & Ops Gap With Process-Based ITSM

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: Beyond Beginner

3:00pm – 3:20pm: Refreshment Break

3:20pm – 4:20pm:

Track 1 401
Track 2 402
Track 3 403A
Track 3 403B
Overcoming The Five Dysfunctions Of A Team

Gary Case,
Principal Consultant, Pink Elephant & Co-Author, ITIL Continual Service Improvement

Code: General		 Leading The Way To A LEAN Problem Management Culture

Joseph Gallagher,
Managing Director, BNYMellon

Code: Beyond Beginner		 Team Case Study: Honeywell - Strategy – Part I

Lonnie Shane,
Vice President, Service Delivery Assurance, IT Chief Operating Officer, Honeywell IT Services Corporate

Code: General		 Customer Service – STAT! Leveraging ITSM At NYC Health & Hospitals

Michael Keil,
Assistant Vice President IT Service Management New York City Health and Hospital Corporation

Code: General

Track 5 405A
Track 5 405B
Track 6 406
Track 7 407
Agile Process Development

Jack Probst,
Principal Consultant, Pink Elephant

Code: Beyond Beginner		 Lessons Learned For Rapid Process Improvement

Luis Orozco,
Engineer/Technical Officer – Operations, Smart Metering, Ontario’s Independent Electricity System Operator (IESO)

Code: Beginner		 ITSM In The Service of Humanity: Creating, Delivering, Socializing & Sustaining Value

Mark Kawasaki,
ITSM Specialist, Emory University

Code: General


 Mature Release Management – What It Really Looks Like!

Robin Hysick,
Director, Product Management, Pink Elephant

Code: General

Track 9 409
Track 10 410A
Track 10 410B
Track 12 412A
Saving Money & Improving Satisfaction – One Service Request At A Time!

Robert Crump,
Client Service & Support Manager, American Water

Code: General		 Achieving Your Vision Through Continual Service Improvement

Hyatt Hollman,
Director Service Management, ITS, Hartford Health Care

Code: Beginner		 From Cost Center To Profit Center In 5 Lean Steps

Shaveta Datta,
(former) Quality and Business Improvement Manager, du

Code: Beyond Beginner
 Declaring Amnesty For Your Warring IT Tribes

Carlos Casanova,
Solutions Architect & Author, K2 Solutions Group, Inc.

Code: General

Track 12 412B
Cooking Up Great ITSM : The Whole Is Greater Than The Sum Of Its Parts

Ian Aitchison,
ITSM Product Director, LANDesk Software

Code: General

4:20pm – 4:35pm: Break

4:35pm – 5:35pm:

Track 1 501A
Track 1 501B
Track 2 502
Track 3 503A
Mirror, Mirror

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General		 Assessing & Shifting Organizational Culture To Support Strategic Goals

Rae Garrett,
Principal Consultant, Pink Elephant

Code: Beyond Beginner		 How To Use The Service Catalog As A Strategic IT Management Tool

Troy DuMoulin,
Vice President, Professional Services, Pink Elephant

Code: Beyond Beginner		 Problem Analysis & Root Cause Analysis

Gary Case,
Principal Consultant, Pink Elephant

Code: Beyond Beginner

Track 3 503B
Track 4 504
Track 5 505
Track 8 508
Team Case Study: Honeywell - Enablement – Part II

Tiffany Redford, Director, Performance Improvement, Honeywell IT Services Corporate

Code: General		 Run Grow Transform

Steve Bell,
Founder,
Lean IT Strategies

Code: General
 Using Myers-Briggs To Manage Your IT Project Team

Bernardo Tirado,
CEO and Founder, The Project Box, LLC, Six Sigma Black Belt

Code: General		 How To Get Senior Management Buy-In

Anil Dissanayake,
Director, Professional Services - Asia, Pink Elephant

Code: General

Track 9 509
Track 10 510
Track 11 511
Track 12 512A
Using Complementary Methodologies For Your ITSM Flight – A Jazz Aviation Success Story

Martha Wenc,
IS Processes Manager, AC Jazz

Code: Beginner		 Using Release Management To Improve Financial Governance At Bell Aliant

Tammy Moffatt,
Senior Financial Analyst for Fibre Op, Bell Aliant

Code: Beyond Beginner		 What IT Governance Isn't

Rob England,
The IT Skeptic

Code: General		 Who Am I – Identity & Security In The World Of SaaS

Arlen Feldman,
CTO / Board Member, Cherwell Software

Code: Beginner

Track 12 512B
Blurred Boundaries – “Consumerization of IT”

Benoit Tessier,
ITSM Team Lead, Domtar, Inc.

Code: Beyond Beginner

5:35pm – 7:00pm: Networking Reception

Tuesday, February 19, 2013

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

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

7:15am - 8:15am:

Breakfast Club BT1
Breakfast Club BT2
Breakfast Club BT3
Breakfast Club BT4
What IT Managers Need To Know About Lean Management

Martin Erb,
Director, Professional Services, Pink Elephant

Code: Beginner		 A Practical Approach To Implementing Service Level Management

Gary Case,
Principal Consultant, Pink Elephant

Code: Beginner		 ITSM Program & Project Management Forum

Moderated By:
Graham Price,
Principal Consultant &
Brian Newcomb,
IT Management Consultant, Pink Elephant

Code: General		 IT Support & Service Desk Forum

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

Code: General

Breakfast Club BT5
Breakfast Club BT6
Breakfast Club BT7
Breakfast Club BT8
“Platinum Pass Ask-The-Expert Breakfast Club”

Jack Probst,
Principal Consultant, Pink Elephant		 Three Steps To ITSM Success: How To Deliver Lasting Business Value

David Mainville,
CEO & Co-Founder, Navvia

Code: General		 Big Data – Marrying Service Management With Service Delivery

David Wagner,
Business Development Principal, TeamQuest Corporation

Code: General
 IT Leadership Roundtable Discussions – How To Successfully Lead Change

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

Code: General

8:00am – 8:30am:

Pre-Show with Which One’s Pink?

8:30am - 8:45am: 

Opening Remarks

8:45am - 9:10am: 

The Early Pink Show With Wayne Cotter

9:10am - 10:10am: 

Keynote: Sally Hogshead “The 7 Triggers Of Fascination & Personal Branding”

10:10am - 10:30am: Refreshment Break

10:30am - 11:30am: 

Keynote: Matt Ridley “When Ideas Have Sex”

11:30am - 11:45am:

The Early Pink Show Wrap-up With Wayne Cotter

11:30am – 3:20pm: Exhibition Showcase Open

11:45am – 12:00pm: Break

12:00pm – 1:45pm: Lunch/Concurrent Breakout Sessions

12:00pm – 12:45pm:

Track 1 601
Track 2 602
Track 5 605
Track 7 607
The Empty Book

Kirk Weisler,
Chief Morale Officer, Team Dynamics

Code: General

Organization Change & ITIL Service Improvement Initiatives: A Look At 3 Models

Rae Garrett,
Principal Consultant, Pink Elephant

Code: General		 The Value Equation Of Service Management

Jack Probst,
Principal Consultant, Pink Elephant

Code: General
 Turning A Vicious Cycle Into A Value Cycle

Gary Case,
Principal Consultant, Pink Elephant

Code: Beginner

Track 8 608
Track 12 612A
Track 12 612B
How To Conduct An ITIL Process Assessment

Robin Hysick,
Director, Product Management, Pink Elephant

Code: Beginner		 The Right Way To Select Tools

Kristin Colburn,
IT Management Consultant, Pink Elephant

Code: General		 How To Align Process & Technology

Charlie Miles,
IT Management Consultant, Pink Elephant

Code: Beginner

12:45pm – 1:00pm: Break

1:00pm – 1:45pm:

Track 1 701
Track 3 703
Track 4 704
Track 6 706
The Service Management Office 2.0

Troy DuMoulin,
Vice President, Professional Services, Pink Elephant

Code: General		 Top 7 #ITSMGoodness Tips

Barclay Rae,
CEO, Barclay Rae Consulting

Code: General		 Boiling The IT Frog!

Martin Erb,
Director, Professional Services, Pink Elephant

Code: General 		priSM – What Is It & Why You Should Care

Cathy Kirch,
Chair, priSM America

Code: General

Track 7 707
Track 11 711A
Track 11 711B
IT Asset Management vs. ITIL Configuration Management: Two Sides Of The Same Coin Or Different Processes?

Victor Mack,
IT Management Consultant, Pink Elephant

Code: Beyond Beginner		 ITIL – An IT Governance Enabler 

Jennifer Wels,
IT Management Consultant, Pink Elephant

Code: General

 Plug & Socket: Preparing IT For Governance

Rob England,
The IT Skeptic

Code: Beginner

1:45pm – 2:00pm: Break

2:00pm – 3:00pm:

Track 1 801A
Track 1 801B
Track 2 802
Track 3 803
Epic Adventures In ITSM

Bob Strong,
Manager, Technology Services, Assurant Inc.

Code: Beginner		 Business & IT Alignment: What It Really Means

Paul Wilkinson,
Director, GamingWorksBV

Code: Beyond Beginner		 Linking Company Strategy To Portfolio Management

Marc van der Heijden,
Vice President Global IT – Competency Center Sales, Adidas-Group

Code: Beyond Beginner		 Surviving & Thriving In The Catch-All IT Shop

Chris McCay,
Director of Information Technology, Brailsford & Dunlavey

Code: General

Track 4 804
Track 7 807A
Track 7 807B
Track 8 808
Leading Change: Kotter’s 8-Step Model

Gary Case,
Principal Consultant, Pink Elephant

Code: Beyond Beginner		 The Second Lap - Consolidating & Building On Success

Sterling Wright,
Chief, Infrastructure Division, Infrastructure Division, Army National Ground Intelligence Center

Code: General		 Boiling The Ocean, One Gallon At A Time – How A Configuration Management System Can Deliver Sustainable Business Value

Douglas Smith,
Manager, ITG Configuration Management, Health Care Service Corporation

Code: General		 How To Create & Manage A Successful Service Catalog

Jack Probst,
Principal Consultant, Pink Elephant

Code: Beginner

Track 10 810A
Track 10 810B
Track 12 812
Designing The Plane While Flying IT: New Approaches For Change Management In A Continuously Changing World

Doug Walton,
PhD,
Organizational Change Manager, Cisco Systems, Inc.

Code: Beyond Beginner		 IT Process Framework – Testing The Theory

Viktor Petermann,
Head of Process Office, Swedbank Group IT

Code: Beyond Beginner		 Dave, I'm Afraid I Have To Place You On Hold

Chris Dancy,
Director In The Office Of The CTO, BMC Software

Code: General

3:00pm – 3:20pm: Refreshment Break

3:20pm – 4:20pm:

Track 1 901
Track 2 902
Track 3 903A
Track 3 903B
Creating A Learning Culture With ITIL & ISO 20000

Ken Gillette,
Knowledge Manager, Intermountain Healthcare

Code: Beyond Beginner		 Tips For Dealing With Your CFO

Lou Cino,
Executive Vice President & CFO &
Jack Probst,
Principal Consultant, Pink Elephant

Code: General		 Still Managing Chaos Through Release & Change Management … But Getting Better!

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

Code: Beginner		 Team Case Study: Honeywell - Sustainability/
Functionalization – Part III

Bonnie Bauer,
Director, Support Services Executive, Honeywell IT Services Corporate

Code: General

Track 4 904
Track 5
 905
Track 6 906A
Track 6 906B
Navigating the Cultural Silos Of The IT Value Stream

Troy DuMoulin,
Vice President, Professional Services, Pink Elephant

Code: Beyond Beginner 		IT & Business Alignment & Integration – What Metrics, Frameworks & Standards NIH Employs

John Castilia,
PMP, Service Management Office, Division of Customer Support, Center for Information Technology (CIT), National Institutes of Health

Code: Beyond Beginner

 Knowledge Workers & The Reputation Index Economy

Chris Dancy,
Director In The Office Of The CTO, BMC Software


Code: General 		Knocking Down The Walls Between IT Support & Operations

Bruce Campbell,
Principal Solutions Marketing Manager, BMC Software

Code: General

Track 7 907
Track 8 908
Track 10 910
Improving Customer Focus Through Business Relationship Management

Gary Case,
Principal Consultant, Pink Elephant

Code: Beginner		 How To Create & Manage Successful SLAs & OLAs

Rae Garrett,
Principal Consultant, Pink Elephant

Code: Beginner		 Leading Successful Service Execution With ‘Architecture-Led Planning’ & Portfolio Management

Gustav Toppenberg,
Senior Manager Leading the ‘Connected IT Architecture Practice’, Cisco IT

Code: Beyond Beginner

4:20pm – 4:35pm: Break

4:35pm – 5:35pm:

Track 1 1001
Track 2 1002A
Track 2 1002B
Track 3 1003A
Organization Change & Culture 101 

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

Code: General		 Align IT – For Free! 

Niel Nickolaisen,
CIO, Western Governors University

Code: Beyond Beginner		 How To Stop The Blood Letting & Get Investment Back Into IT 

David Cannon,
Global Director of the ITSM Practice, BMC Software

Code: Beyond Beginner		 IT Service Management Maturity – A Never Ending Journey 

Mike Yeates,
Director, Service Management Governance, CIBC,

Code: General


Track 3 1003B
Track 5 1005A
Track 5 1005B
Track 7 1007
IT As A Factory 

Jack Probst,
Principal Consultant, Pink Elephant

Code: Beyond Beginner		 The Neuroscience Of Leading Change 

Samad Aidane,
Founder, Guerrilla Project Management

Code: Beyond Beginner		 The Biggest Challenges Of An ITSM Program Manager & How To Overcome Them 

Gary Case,
Principal Consultant, Pink Elephant

Code: Beginner		 Applying Adaptive Case Management to ITSM: The Standard+Case Approach 

Rob England,
The IT Skeptic

Code: Beyond Beginner

Track 9 1009
Track 10 1010
Track 12 1012
Metrics That Matter At Atos 

Margo Fullilove,
Director, ITIL/ITSM Competency Program, Atos IT Solutions and Services

Code: General		 IT Business Architecture: Cementing The Relationships  

Terry Stibbards,
IT Business Architect, Cisco IT

Code: Beyond Beginner		 Optimizing IT Costs and Services with Big Data (Little Effort!) – Case Studies 

David Wagner,
Business Development Principal, TeamQuest Corporation

Code: Beginner

5:35pm – 7:00pm: Networking Reception

Wednesday, February 20, 2013

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

7:15am – 8:15am: Breakfast Clubs

Breakfast Club BW1
Breakfast Club BW2
Breakfast Club BW3
Breakfast Club BW4
Service Management (in 40 minutes!) 

Rob England,
The IT Skeptic

Code: General
 Social ITSM – Rise Of The DNA-Based Response System

Chris Dancy,
Director In The Office of The CTO, BMC Software

Code: General
 Cooking Up Great ITSM: Automated Self Service Baked In 1 Hour 

Brian Hoskins,
Product Manager, LANDESK Software

Code: Beginner
 IT Leadership Roundtable Discussions – How To Successfully Lead Change 

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

Code: General

Breakfast Club BW5
Breakfast Club BW6
Breakfast Club BW7
Breakfast Club BW8
“Platinum Pass Ask-The-Expert Breakfast Club” 

Troy DuMoulin,
Vice President, Professional Services, Pink Elephant
 ISO 20000 ITSM Certification – Instead Of, Or In Addition To, ITIL?  

Jack Probst,
Principal Consultant, Pink Elephant

Code: General		 Implementing Absolute Service ITSM on Demand and on Premise
 
Darren Williams,
VP and GM, Absolute Software

Code: General		 Avoiding the Pitfalls That Make IT So Freak'n Hard Panel Discussion 

Moderator: Brian Hollandsworth,
Product Marketing Manager, ServiceNow

Panelists:
Ted Benoit,
Manager, Enterprise IS Client Services, Teck Resources
Max Vohries,
Senior Manager, Information Technology, Associated Wholesale Grocers
Timothy First,
Global Manager, Service Operations, Perrigo Company
Luis Orozco,
Engineer/Technical Officer – Operations, Smart Metering at Ontario’s Independent Electricity System Operator (IESO)

Code: General

Breakfast Club BW9
Hybrid IT: Which ‘Cloud’ Is Right For You?”

Jeff Westcott,
ITSM Service Manager, Lawrence Livermore National Labs

Code: General

8:30am - 8:45am:

Opening Remarks

8:45am - 9:10am: 

The Early Pink Show With Wayne Cotter

9:10am - 10:10am: 

Keynote: Chester Elton “The Orange Revolution: How One Great Team Can Transform An Entire Organization”

10:10am - 10:30am: Refreshment Break

10:30am - 11:45am: 

Conference Re-Cap

11:45am – 1:00pm:  Lunch Break

1:00pm – 3:45pm: Half-Day Workshops 

Track 15 W1
Track 15 W2
Track 15 W3
Track 15 W4
ITSM Strategic Road Map Workshop 

Troy DuMoulin,
Vice President, Professional Services, Pink Elephant

Code: General		 Incident Management Health Check 

Robin Hysick,
Director, Product Management, Pink Elephant

Code: General		 Event Management Health Check 

Charlie Miles,
IT Management Consultant, Pink Elephant

Code: General		 Problem Management Health Check 

Rae Garrett,
Principal Consultant, Pink Elephant

Code: General

Track 15 W5
Track 15 W6
Change Management Health Check 

Kristin Colburn,
IT Management Consultant, Pink Elephant

Code: General		 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

2:10 – 2:25pm: Refreshment Break

3:45pm: Conference Ends