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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
Neil deGrasse Tyson Dr. Neil deGrasse Tyson
Astrophysicist, Science Communicator & Best-selling Author

The Next Big Thing: The Increasing Speed of Innovation and Human Creativity

Made famous by the Astrophysicist’s controversial role in the questioning of Pluto’s planetary status, it is in fact Dr. Neil deGrasse Tyson’s art of communicating that maintains his celebrity status well beyond the science community.  As a regular guest on shows like The Colbert Report and The Daily Show, Dr. Tyson challenges and inspires the non-science enthusiast through his ability to communicate the relevance of the universe in what could often be mistaken for poetry.
Just as scientific discoveries and technological advancements can cause a radical change in the way people conduct their day-to-day lives, similarly, changes within an organization can often dramatically impact everyone within that business. This is never truer than in the IT department. Dr. Tyson will address what it means to live in a society that, now more than ever, constantly faces technological and scientific changes that alter environments and perceptions within an organization and in society as a whole. His presentation is guaranteed to inspire everyone to meet the challenges of change head on.

Dr. Tyson is relentlessly interested in the discoveries of science that humbles, connects and inspires humanity. Armed with a quick wit and infectious passion, Dr. Tyson is an informative and dynamic communicator, presenting audiences with a relevant connection to the beauty of science and space.


Wayne Cotter

Wayne Cotter
Pink13 Master Of Ceremonies

We are very pleased to have Wayne – one of the funniest stand ups around – as our conference host and Master of Ceremonies!

Wayne is a favorite of the talk shows, having appeared dozens of times with both David Letterman and Jay Leno. A top nationally touring comedian, Wayne hosted the Fox Television Network series "Comic Strip Live" for many years and has been nominated as "Best Stand-up Comedian" in the American Comedy Awards. He also served as host of the Discovery Channel's "Amazing America," a light-hearted look at weird and wacky subcultures throughout the United States.

Although he studied Electrical Engineering at the University of Pennsylvania and began a career with a New Jersey computer company, it wasn’t before long that Wayne started moonlighting as a Philadelphia comedian. He continued this double life for some time, and ultimately came to the visionary conclusion that the computer industry was not for him and left town to pursue show business full time.

Almost immediately, he became a frequent guest of Jay Leno and David Letterman and a fixture on the national comedy circuit. He was also honored to be one of the last new comedians to debut with Johnny Carson, with whom he also became a favorite, appearing in two Carson anniversary specials. He went on to appear regularly on many broadcast and cable shows, including Politically Incorrect with Bill Maher, and ultimately became the host of his own show on the Fox network.

Wayne continues to perform in clubs and theaters, and has also become a highly sought-after entertainer for corporate events. Drawing often on his experience as an engineer and manager, he brings his clean, relatable stand-up comedy to business audiences nationwide. He also draws raves as a Master of Ceremonies at events across a wide a variety of industries.


Captain Chesley B. “Sully” Sullenberger

Making A Difference

Captain Chesley B. “Sully” Sullenberger, III
"Miracle on the Hudson" Hero Pilot;
Contributor CBS News & Best-Selling Author

Making A Difference: Stories Of Vision & Courage From America's Leaders

A true American hero whose expertise and actions saved the lives of his passengers and countless souls on the ground, Captain Chesley B. “Sully” Sullenberger shares his inspirational story while showing how preparation, leadership and focus are the keys to overcoming any obstacle – both in business and in life.

At a time of political polarization and economic turmoil, we yearn for superior leadership. Few have demonstrated this trait better than Captain Sullenberger, a man who embodies the core values that are at the heart of America: responsibility, optimism, integrity, loyalty, and compassion. In his new book, which is a follow-up to his best-selling memoir, Sullenberger engages nearly a dozen distinguished Americans to explore the nature of leadership, what it means, what it takes, and how it can be fostered and developed in all of our lives. They are asked the important questions: Where do the best leaders come from? And how do the most successful and creative truly lead, motivate, and inspire? Sullenberger talks to men and women from diverse fields, including space exploration, business, government, education, sports, finance, medicine, and the military, all of whom embody, in the truest sense, moral courage and leadership by personal example.


Sally Hogshead

FASCINATE: Your 7 Triggers to Persuasion and Captivation

The 7 Triggers Of Fascination & Personal Branding
Sally Hogshead

In her best-selling book, FASCINATE: Your 7 Triggers to Persuasion and Captivation, Sally Hogshead shares details of her scientific research, which uncovered the average attention span is now only nine seconds, and that the brain is hardwired to focus on 7 specific types of messages. Covering both business and personal scenarios, Sally tells you what these seven triggers are and how to use her science-based "Fascinate" system, to instantly persuade and captivate in today's very fast-paced world.


Matt Ridley

Rational Optimist

When Ideas Have Sex
Matt Ridley

British author Matt Ridley knows one thing – through history, the engine of human progress and prosperity has been, and is, the mating of ideas. The sophistication of the modern world, says Ridley, lies not in individual intelligence or imagination; it is a collective enterprise. In his book The Rational Optimist, Ridley (whose previous works include Genome and Nature via Nurture) sweeps the entire arc of human history to powerfully argue that "prosperity comes from everybody working for everybody else."

It is our habit of trade, idea-sharing and specialization that has created the collective brain which set human living standards on a rising trend. This, he says, "holds out hope that the human race will prosper mightily in the years ahead -- because ideas are having sex with each other as never before."

Matt Ridley has been a scientist, journalist and businessman. With BA and DPhil degrees from Oxford University, he worked for the Economist for nine years as a science editor, Washington correspondent and American editor, before becoming a self-employed writer and businessman. He was founding chairman of the International Centre for Life in Newcastle. He was non-executive chairman of Northern Rock plc and Northern 2 VCT plc. He currently writes the Mind and Matter column in the Wall Street Journal and writes for many other publications. He is a fellow of the Royal Society of Literature and of the Academy of Medical Sciences, and a foreign honorary member of the American Academy of Arts and Sciences.


Chester Elton

The Orange Revolution


The Orange Revolution
Chester Elton

Called the “Apostle of Appreciation,” Chester Elton is the co-author of several successful leadership books and is a highly in-demand motivational speaker the world over. Chester's books, The Carrot Principle and 24-Carrot Manager, have been called a “must read for modern-day managers” by Larry King of CNN. And his best-selling, The Orange Revolution, was the number one selling business book in the United States according to the Wall Street Journal.

As a hugely respected motivation expert, Chester has been featured in The Financial Times, Washington Post, Fast Company and the New York Times. He has been featured on 60 Minutes, CNN, ABC’s Money Matters, MSNBC and National Public Radio.


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

An ITIL Overview
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

What IT Managers Need To Know About 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 as a Breakfast Club session.


Martin Erb

What IT Managers Need To Know About 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 Tuesday as Breakfast Club session.

Follow Martin on Twitter @servitect


Rae Garrett

What IT Managers Need To Know About 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 as a Breakfast Club session.


Graham Price

Why You Should Consider PRINCE2® Project Management Certification
Graham Price, Principal Consultant, Pink Elephant

Code: General

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 IT Service Management and continuous improvement major changes


Troy DuMoulin

Tips For Cementing Organizational Change
Troy DuMoulin, Vice President, Professional Services, 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.

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

Follow Troy on Twitter @TroyDuMoulin



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. 


Jack Probst

Mavens, Connectors, Salesmen – What Every ITSM Leader Needs To Know About Them
Jack Probst, Principal Consultant, Pink Elephant

Code: Beyond Beginner

Looking to bring about big change in your IT organization? Or, maybe you've already tried but have not been able to implement your desired new culture and behaviors fully. Then, you need to know who are your mavens, connectors and salesmen! Exactly what do these labels mean and why should IT leaders care? Jack will tell you. Drawing on Malcolm Gladwell’s best selling book, The Tipping Point, and his own deep pockets of business and ITSM implementation expertise, Jack will provide you with details about each one of these labels, and explain why and how to identify and use these individuals to help you influence others to overcome barriers to, and eventually accept, major change. 

Follow Jack on Twitter @jackprobst


Ken Gillette

Creating A Learning Culture With ITIL & ISO 20000
Ken Gillette, Knowledge Manager, Intermountain Healthcare

Code: Beyond Beginner

Intermountain HealthCare, a nonprofit, community-oriented organization with more than 32,000 employees serves the medical needs of Utah and southeastern Idaho. In 2009, Intermountain established a Service Management department, based on the ITIL and ISO 20000 frameworks, with the realization that true success could only be realized through the creation of a culture of learning. Join Ken as he shares with you the keys to cementing Intermountain’s learning culture, including how to incorporate learning activities into current work environments, project plans and knowledge articles, the delivery of formal and on-the-job continuation training and the use of existing learning management systems. This exciting case study is not to be missed if you’re struggling to embed a learning culture within your organization. 


Gary Case

The Five Dysfunctions Of A Team

Overcoming The Five Dysfunctions Of A Team

Overcoming The Five Dysfunctions Of A Team
Gary Case, Principal Consultant, Pink Elephant & Co-Author, ITIL Continual Service Improvement

Code: General

In this session, Gary will review the books made famous by Patrick Lencioni. Gary starts by summarizing key learning points about the 5 dysfunctions of a team: 1) absence of trust, 2) fear of conflict and how to overcome this fear; 3) lack of commitment; 4) avoidance of accountability; 5) inattention to results. Gary explains the significance of each one then he follows up with guidance from the book about how to overcome these barriers. During the second half of his presentation, Gary will discuss these same dysfunctions within the context of an ITIL implementation giving specific examples of how ITSM project teams go wrong, and corrective measure you can take to avoid these common traps. Gary is a veteran of numerous ITIL implementations. He has helped many organizations successfully maneuver through the complexities of team building and team work, and the effort needed to achieve very positive outcomes.


Gary Case

Death By Meeting

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

Code: General

If you dwell in the all too common world of unproductive meetings, this session is well worth your time. How often have you heard, "I can't get anything done because I'm always in meetings." Sounds logical right? Not so, says Death By Meeting author Patrick Lencioni. He validates his point by showing us in a fable that what's needed is a paradigm shift on how we think about meetings. He states that meetings aren't problems, they are opportunities. Meetings don't have to be a death walk, they can inspire, challenge, and bring problems out in the open to be wrestled to the ground and resolved.  But, just how do you do that? Gary will tell you! He’ll start by summarizing the key learning points of Lencioin’s book, then continues by providing examples of what’s needed to lead, manage and participate in, productive meaningful meetings that are part of a successful ITSM implementation project. What type of meeting should you have during your ITSM projects? How often? What should be on the agenda? Who should participate? Attend this session to benefit from Gary’s many years of process improvement implementation experience. He’s one of the world’s foremost ITIL and ITSM experts.


Troy DuMoulin

The Service Management Office 2.0
Troy DuMoulin, Vice President, Professional Services, Pink Elephant

Code: General

As organizations move from a technology to a service management focus new enterprise structures and roles are required to sustain and support ongoing continual improvement.However during the transition most organizations struggle with questions about where to place these new process and service ownership roles within traditional technology centric organizational charts.

This session will look at the organizational considerations and options for establishing the following critical ITSM roles:

  • Enterprise and tiered process ownership
  • The integration of external suppliers into process governance
  • The creation of an internal ITSM subject matter group (Service Management Office)
  • The identification and empowerment of Service Owners
  • The role of Business Relationship Management
  • The creation of an Enterprise Supplier Management Function

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

Follow Troy on Twitter @TroyDuMoulin


Kirk Weisler

Mirror, Mirror
Kirk Weisler, Chief Morale Officer, Team Dynamics

Code: General

Who’s the fairest leader of them all? Using the beloved Snow White story as the backdrop, Kirk will tell you how you and your teams don’t get to "happily after ever" by accident! Kirk will explain that you get there by doing the right things, in the right way for the right reasons. This fantastical session will profile how to clean up the cultural cabin from the mess of Kirk's seven dwarf’s: STUMPY, GRUMPY, WHYME, SNEEZY, WHINEY, MISERY, LONELY. Kirk will also explain how to avoid poison apples, learn how to beat the witch, kiss the Prince, and create a happily ever after workplace. If you're looking for a highly engaging, uplifting and inspirational presenter, Kirk never disappoints!

Follow Kirk on Twitter @kirkweisler


Kirk Weisler

100 Stories UP – And Why I Take The Stairs
Kirk Weisler, Chief Morale Officer, Team Dynamics

Code: General

Based on his latest book by the same title, Kirk explores how leaders use the art and tool of storytelling to create connections, engagement, increase commitment and inspire massive immediate change on personal and organizational levels. This session will leave you inspired to tell purposeful stories as a tool to shift, shape and create a more powerful and positive workplace culture. And as always with Kirk, it will be great fun too!

Follow Kirk on Twitter @kirkweisler


Bob Strong

Epic Adventures In ITSM
Bob Strong, Manager, Technology Services, Assurant Inc.

Code: Beginner

ITIL-Jedi Bob will share his organization’s 10-year ITIL journey starting with the void resulting from the Empirical reorganization. He’ll reveal how the rebels infiltrated the key IT workgroups. Then, wielding weapons of best practice they rose victorious over the Dark Side. Bob will share how the creation of virtual teams, complete with skeptics, lead to Assurant IT’s return to the ways of the Force. He’ll focus on how to frame out the teams – who and how many and why, the KPIs for each team and the unique way these were tied to performance reviews. He’ll also reveal the top two measurable results delivered by these uniquely built teams. Be sure to attend this session if you need the Force to be with you on your epic ITIL journey.


Bernardo Tirado

Leadership - Helping Others To Succeed


Leadership: Helping Others To Succeed
Bernardo Tirado, CEO and Founder, The Project Box, LLC, Six Sigma Black Belt

Code: General

Leader is more than a title on a business card. If you work with others in any capacity, you are a leader. Great leaders do more than lead. Great leaders help others to succeed. Join Bernardo, author of Leadership: Helping Others To Succeed, as he shares tips, tricks and advice from America’s most recognized leadership experts. You’ll learn which skill sets a great leader must use to influence and impact the success of others and how self-directedness can lead the way to success. You’ll walk away from this session with sound, practical advice that you can apply to your life, see immediate results and be a better leader to those around you.

Follow Bernardo on Twitter @thePMObox


Dr.Victoria Grady

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

It is often suggested that organizational culture change is the most challenging aspect of any organizational change. Yet many organizations struggle to understand how technological changes impact organizational culture. Join Victoria for a back to basics lesson in organizational culture and change. In this session she’ll discuss definitions and tools critical to understanding organizational culture, including how to identify your organization’s culture and what to do when leadership fails to fund change management. Victoria will explore some of the change models available and which criteria to consider when selecting a change model. There are multiple strategies for managing change, but only one strategy for your organization’s change. Increase your chances of success when you know and understand your organization’s culture.


Rae Garrett

Assessing & Shifting Organizational Culture To Support Strategic Goals
Rae Garrett, Principal Consultant, Pink Elephant

Code: Beyond Beginner

The most difficult, yet, interesting area of all improvement efforts is the human element of building acceptance of the chosen improvement into the fabric, belief systems and values of an organization. The plan to accomplish this change must start with a clear understanding of your culture’s current state and what needs to change to achieve your objectives.

There is an abundance of advice available regarding how to integrate change into any culture but not on understanding Organizational Culture itself. However, there is a body of research called Human Synergistics™ that clearly identifies WHAT is a Constructive Organizational Culture and what needs to change at the individual and group level to incorporate change effectively.

Coincidentally it is also linked to a high level of customer satisfaction. This research describes HOW leaders can learn lead in such a way as to build Constructive Organizational Culture within their own team. Thus leaders can learn to become active change enablers themselves.

This session will examine the research behind Human Synergistics™:

  • The twelve Styles of Organizational Culture
  • The four Constructive Styles of Organizational Culture

In this session you’ll apply the Organization Styles to the case studies of real organizations illustrating how the research applies to tangible situations and how it might be applied to all organizations in any industry, maybe even yours.

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


Kirk Weisler

The Empty Book


The Empty Book
Kirk Weisler, Chief Morale Officer, Team Dynamics

Code: General

In his presentation  “The Empty Book”  Kirk expounds on one of the biggest problems facing leaders and organizations today.  People are wildly unprepared to learn and leaders are equally unprepared to inspire learning.  When 94% of adults show up  with the intent of just getting through the training and not learning from the training then we have a problem of epidemic proportions.  How do we inspire a desire for learning?  How do we move people towards a teachable place, and redirect them from “have to”, to “want to”?  How can we create a dramatic return on our training dollars?  The answers are all in The Empty Book.  Bring your laptop, tablet or lined notebook to this session for even more takeaways. Come, let’s write it and read it together. 


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

The Strategic Role Of An IT Operating Model
Troy DuMoulin, Vice President, Professional Services, Pink Elephant

Code: Beyond Beginner

Troy discusses re-discovering the importance of the IT supply chain and increasing speed to value. As a trusted service provider IT is expected to receive business demand and efficiently translate that demand into outcomes their customer’s want. However, for most IT shops there is nothing remotely efficient about this critical task, in fact quiet the contrary! From this perspective, the mapping and improvement of the full enterprise value flow of (Demand, Plan, Build and Run) and its relationship to the underpinning ITSM processes must be a key focal point of Continual Service Improvement (CSI).

Join Troy to look at how to apply critical value chain concepts through the creation of an Enterprise Operating Model and how it addresses the behavioral and value generation flow issues which stem from a technology/silo based culture.

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

Follow Troy on Twitter @TroyDuMoulin


Troy DuMoulin

Defining IT Success Through The Service Catalog: A Practical Guide

How To Use The Service Catalog As A Strategic IT Management Tool
Troy DuMoulin, Vice President, Professional Services, Pink Elephant

Code: Beyond Beginner

A repeat conference session, and 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 @TroyDuMoulin


Joseph Gallagher

Leading The Way To A LEAN Problem Management Culture
Joseph Gallagher, Managing Director, BNYMellon

Code: Beyond Beginner

Can Problem Management be effective and LEAN at the same time? Can certain aspects of the Problem Management lifecycle be industrialized, reducing delays, rework, and inventory? Where in the lifecycle are resources most valuable? How do you identify and minimized bottlenecks? You don’t have to sacrifice the real benefits of Problem Management and be LEAN at the same time. Join Joseph, as he shares his experiences in developing a LEAN Problem Management process, including building a LEAN charter, mapping the process, classifying value versus non-value add activities, and identifying and reducing process bottlenecks. He’ll reveal how building a LEAN culture can not only provide an effective and efficient Problem Management process, but also reduce risk and incident recurrence, while improving stability. If your organization is embarking on a LEAN journey, be sure to attend this session for real-life examples, tips and lessons learned.


Rae Garrett

Organization Change & ITIL Service Improvement Initiatives: A Look At 3 Models
Rae Garrett, Principal Consultant, Pink Elephant

Code: General

In this informative session, Rae examines three organizational change models that all senior IT managers can use to lead change. Rae starts by introducing you to Harvard professor John Kotter, the highly respected author of Leading Change, which outlines an eight step approach. Then she profiles Sal Alinsky the community organizer who is famous for his Alinsky Model (used by President Obama), and finally she provides an overview of Pink Elephant’s process consulting model. All three hale from the same basic premise; cultivating new leaders and influencing established leaders by making them change agents themselves. Rae will discuss the main components of each of the three models and summarize key take away points from each one for creating a culture for change that really works. An IT veteran of many years, Rae is one of Pink’s most senior consultants who has helped many ITSM leaders implement major process and cultural change.


Lou Cino

Jack Probst

Tips For Dealing With Your CFO
Lou Cino, Executive Vice President & CFO &
Jack Probst, Principal Consultant, Pink Elephant

Code: General

CFOs are increasingly calling the shots, which means CIOs are often reporting to them, not the CEO. Do you and your IT management team know how to talk business in a way the CFO will understand? Do you know how to talk in dollars and cents? CFOs speak the language of finance – do you? If you're requesting spending on IT, you must use the same business lingo. Finance chiefs need a business case for IT expenditures that emphasizes the payoff in terms of worker productivity, reduced costs or new customers (revenue generating opportunities). Lou, Pink’s CFO and Jack, one of North America’s most respected and experienced senior IT consultants will provide you with several tips you can start using immediately to gain more buy-in from your CFOs and finance departments.

Follow Jack on Twitter @jackprobst


Paul Wilkinson

Business & IT Alignment: What It Really Means
Paul Wilkinson, Director, GamingWorksBV

Code: Beyond Beginner

For many years now, business and IT alignment has been a continual top ten issue for managers. With the growing importance of IT and the explosion in emerging technologies, organizations can no longer afford to fail to align IT and business. However according to research and survey results, current approaches don’t seem to be working! Why has the problem existed for so long? What are the reasons? Join Paul, creator of the Grab@Pizza™ IT business alignment simulation game, as he explores some of the key reasons why the alignment continuously fails, based upon the results of global ABC (Attitude, Behavior and Culture) surveys. He’ll also share with you a case study of how one organization gained huge improvements. If you’re struggling with this issue, this session is not to be missed. You’ll walk away with some pragmatic tips to apply.


Niel Nickolaisen

Align IT – For Free!
Niel Nickolaisen, CIO, Western Governors University

Code: Beyond Beginner

In today’s dynamic, competitive environments, it is very easy to confuse IT activity with IT accomplishment. How to discern between the two? By aligning IT to the organization. Yet, poor IT alignment is consistently one of the top issues reported by both CIOs and CEOs. In this session, Niel presents a pragmatic, proven model that quickly aligns IT to the organization and the organization to the market. He’ll use case studies and examples to share how you too can start using this model immediately to rationalize your project portfolios, align decisions about features and functionality, and minimize exception handling.


Colonel Thomas Salo

Managing IT Investments At NORAD / USNORTHCOM
Colonel Thomas Salo, Colonel, United States Army 

Code: Beyond Beginner

Many large organizations struggle with identifying, prioritizing and approving investments in Information Technology to meet the demands of the organization. Join Colonel Salo as he provides insight into how North American Aerospace and Defense Command (NORAD) and US Northern Command (USNORTHCOM) use C4IP to manage this process.  Known as NORAD/USNORTHCOM’s Command, Control, Computers, and Communications Integration Process (C4IP),  C4IP is the commands’ application of Service Portfolio Management.  Of particular interest within this application is the involvement of the Commands’ Directorates (i.e. Business Units) and senior leadership in identifying, prioritizing and approving investments in information technology to meet mission requirements. Attend this session for tips and advice for designing Service Portfolio Management first and second level processes and corresponding policies and procedures. You’ll learn to use the Business Relationship Management (BRM) to identify and articulate customer requirements in the process, and how to engage the business in IT investment decisions.  Learn how to tie your IT investments to your organization’s missions and objectives.


Andrzej Gadomski

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

Much has been written and discussed about aligning IT with the business. This session will focus on the partnership between IT and the business. Join Andrzej, as he shares with you the results of a project where two leading Canadian universities took their IT business value to the next level by maturing their ITSM programs. The partnership between IT and the business was revealed as the catalyst for success. No real, lasting service improvement gains can be accomplished without taking the customer into consideration. Andrzej will elaborate on the linkage between ITSM maturity and an organization’s culture, best practices for conducting a maturity assessment and the importance of working in partnership with the business on a service improvement/business value plan. The session will wrap up with lessons learned from the project and helpful techniques that you can use within your organization.


Marc van der Heijden

Linking Company Strategy To Portfolio Management
Marc van der Heijden,  Vice President Global IT – Competency Center Sales, Adidas-Group

Code: Beyond Beginner

Marc invites you to visit the Adidas Group website (www.adidas-group.com) and under Strategy, you’ll find the following “we continuously strive to create a culture of innovation, challenging ourselves to break with convention and embrace change. By harnessing this culture, we push the boundaries of products, services and processes to strengthen our competitiveness and maximise the Group’s operational and financial performance“. Join Marc, direct from Adidas headquarters in Germany to learn more about how their approach has enabled them to push past the traditional boundaries and create one integrated and companywide view of the IT portfolio. Marc will take you behind the scenes of this global leader, in the sporting goods industry, to reveal how the budget is allocated towards strategic business initiatives, how they ensure the business considers total cost of ownership beyond the project’s parameters, and how they ensure the interdependences remain visible. Marc will finish by pulling off the band aid to reveal the scars that come with pushing the boundaries, and the lessons learned.


David Cannon

How To Stop The Blood Letting & Get Investment Back Into IT
David Cannon, Global Director of the ITSM Practice, BMC Software

Code: Beyond Beginner

There does not seem to be an end in sight to the continued cost cutting of the last decade.  The world of technology is getting better at reducing costs:   The Cloud seems to offer cost effective alternatives to traditional sourcing models.  Greener technology is reducing power costs, Business units find it easier than ever to take over decision-making about IT solutions, while IT managers still struggle to respond to ever changing demands from the business for quality and functionality. Join David, Author of ITIL Service Strategy and ITIL Service Operation as he shares solutions which are simpler than you may think, and can be implemented using existing tools, data and resources. This presentation will provide you with effective approaches to calculate the real contribution of IT to business value, and show how to demonstrate the need for the right levels of investment and decision-making.  Key concepts will include: What is wrong with current ROI calculations, and how to fix them, how to use a Service Portfolio approach and how to identify service and business dependencies. David will also share with you real-world examples from an organization that changed its whole business by demonstrating IT value.


Paul Wilkinson

How To Maximize Your Training ROI
Paul Wilkinson, Director, GamingWorksBV

Code: General

Despite attaining numerous ITIL/ITSM certificates, many organizations still struggle to achieve value from their ITIL training investment. Getting a certificate is the basic building block from which to start, as it provides basic understanding and common terminology. But how can you ensure that the investment results in sustainable behavior change and bottom line impact on your performance? Join Paul, a conference favorite to see how one organization used the 8-fields approach to achieve measurable, demonstrable improvements within six months. Looking for more information on the 8-step approach?  Check out GamingWorks blog at http://www.gamingworks.nl/explaining-the-8-fields-model/


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.


Jack Probst

IT As A Factory
Jack Probst, Principal Consultant, Pink Elephant

Code: Beyond Beginner

The introduction of the Service Lifecycle in the 2007 edition of the ITIL framework jumpstarted thinking about managing services not at discrete points in time (e.g.: planning, designing, building, operations) but instead that there was a continuous flow as to how a service was conceived, brought to life and ultimately retired. For many organizations understanding how to manage the flow of a service through its lifecycle can be a challenge – especially as all services are not cut from the same cloth.

In this session Jack explores the concept of service flow through an IT organization and how that flow is governed by many of the principles that are applicable to manufacturing – a factory. Jack shows you how manufacturing resource planning, job scheduling, quality control and shipping logistics provide a context for understanding and managing service lifecycles. And using the backdrop of the manufacturing construct, you also discover how changes to the IT organization and governance structures can improve managing services.

Follow Jack on Twitter @jackprobst


Gary Case

Problem Analysis & Root Cause Analysis
Gary Case, Principal Consultant, Pink Elephant

Code: Beyond Beginner

If you’re an Incident or Problem Manager, this is a must-attend session. Gary will discuss the techniques, skills and competencies that support Problem Management. ITIL’s certification courses tell you what to do, but now how to do it. And, when it comes to Problem Management many IT organizations struggle to move from a reactive firefighting mode to proactive Problem identification and elimination.

Why can’t IT organizations get Problem Management right? It’s mainly because many organizations lack the necessary discipline, process maturity as well as the analytical skills required to effectively track and trend recurring incidents to identify what needs to be done to take permanent corrective action.

If you get this right, your IT organization can show huge value-add to your business’ objectives. In this instructional session, Gary will take you through several ways to effectively conduct problem analysis and root cause analysis – two must-haves if you want to truly demonstrate business value.


Brian Newcomb

Continual Service Improvement - One Metric At A Time
Brian Newcomb, IT Management Consultant, Pink Elephant

Code: General

IT organizations can spew vast amounts of information at the drop of a command, creating clever charts, dynamic graphs and data-laden reports. Yet many organizations struggle with the usability of the content, often overwhelmed by the amount of data. What to do next? Brian, a former ITIL Practitioner of the Year will walk you through creating a fact-based, metrics-driven continual improvement effort. You'll learn why you measure, what to measure, how to measure and what to do with the measurements. He'll reveal how to document process metrics, look at them together and combine them to reveal a single process health score. This session will include looking at a Balanced Scorecard approach to metrics, looking at the four perspectives; performance, quality, compliance and value. Brian will wrap-up by showing you how to communicate the processes, goals and metrics and apply the much-needed organizational change.


Anthony Krasinski

Still Managing Chaos Through Release & Change Management … But Getting Better!
Anthony Krasinski, Section Manager, IT Service Management, Erie Insurance

Code: Beginner

One of the most popular sessions at Pink12, Tony returns to share Erie Insurance’s continuing challenges and successes with their integrated change and release management processes. Tony will bring you up to speed with a snapshot of where Erie was in February 2012; their struggles, challenges and plans for improvement. He’ll then take you on Erie’s one-year journey, including how they got buy-in and commitment from all levels within the organization. Anthony will reveal details of their improvement initiatives; what worked, what didn’t and why! And finally, he’ll disclose what every Release Manager is looking for – statistical evidence of the value that change and release are providing to the organization.


Michael Keil

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

Health care is all about delivering superior outcomes and services to patients. IT plays a crucial role in that process. The New York City Health and Hospitals Corporation (HHC) is the largest municipal hospital and health care system in the United States. It serves 1.3 million people with 11 acute care hospitals (7,407 beds), four skilled nursing facilities, six large diagnostic and treatment centers, and more than 80 community based clinics. To better serve its clients, and to support this complex environment, HHC has implemented a Shared Services Model based on the principles of ITSM. Join Michael as he shares how ITSM has better enabled HHC to service its customers through ensuring a positive user experience, improving IT productivity and increasing customer satisfaction. Michael will reveal how HHC used the full lifecycle ITSM approach, starting at initial point of intact right through to continuous alignment through HHC’s embedded organizational change management. If you’re struggling with your Shared Services Model, this session is for you.


Mike Yeates

IT Service Management Maturity – A Never Ending Journey
Mike Yeates, Director, Service Management Governance, CIBC

Code: General

CIBC is a leading Canadian Financial Institution with 42,000 employees providing Retail and Business Banking, Wealth Management and Wholesale Banking to over 11 million people world-wide.  With its core IT Operations processes (Incident, Problem, Change and Request Management) already in place and mature, CIBC turned to maturing the Service Design Process for Infrastructure Services. This work involved understanding the existing processes and how they interacted, identifying opportunities for improvement and formalizing and flowcharting an integrated process.  This sizeable undertaking also involved templating key artifacts, formalizing governance and ensuring everyone involved in the integrated process understood the process and their roles. Join Mike, as he shares the results of CIBC’s continual journey, the payoffs and the impact upon the organization’s products and services.


 Honeywell
  Team Case Study: Honeywell

A very large multi-faceted global organization, Honeywell is one of the world’s most successful and respected companies with numerous accomplishments to their name. In these three case study presentations, Lonnie, Tiffany and Bonnie will provide different perspectives of their IT organization’s IT Service Management journey. They have many lessons learned to share, and many positive outcomes to profile.

  Lonnie Shane Strategy – Part I
Lonnie Shane, Vice President, Service Delivery Assurance, IT Chief Operating Officer, Honeywell IT Services Corporate

Code: General

As a senior IT executive, Lonnie leads and directs a large diverse team. She’ll highlight how her organization went about achieving end-to-end transformation at an amazing pace! Leading with a strategic perspective of this three-part case study, she’ll discuss how Honeywell transformed a large silo’d, highly outsourced, technical organization into a fully functional Service Management operating machine. Lonnie will also share how a well thought-out operating model drove organizational change.

Recently, as the Integrated Services Management Leader, Lonnie developed the Service Ownership structure at Honeywell. As the Americas Leader, Lonnie led the operational strategy to drive stability in the US, Canada and Latin America. She was a key member of the Honeywell IT Services Redesign Core Team that used the ITIL framework to reorganize both their operating model and organization. The new design is a more persona-driven structure that will enable them to deliver to the businesses their service delivery needs over the next decade, allowing the organization to focus on speed, agility and customer service.

     
  Tiffany Redford Enablement – Part II
Tiffany Redford, Director, Performance Improvement, Honeywell IT Services Corporate

Code: General

As the Performance Improvement Leader, Tiffany oversees the areas of Quality Assurance, Continual Service Improvement, and Learning and Consulting. Her main focus is to infuse improvement into what is done every day, to transform how the organization thinks about quality, and enable employee empowerment through learning. Her presentation profiles how her organization went about enabling a fully functional Service Management operating machine, once a strategic plan was established. Tiffany will share details of how Honeywell took the Strategy and molded it into the culture through training. She will also include how they immediately obtained buy-in from the employees and stakeholders, developed critical CSFs and KPIs, underwent process transformation, formalized Continual Service Improvement, and enjoyed success in the new operating model delivering value to the business.
Tiffany has a BA in Business Administration. She is also Greenbelt and DFSS (Design for Six Sigma) certified and has her ITIL Expert Certification.

     
  Bonnie Bauer Sustainability/Functionalization – Part III
Bonnie Bauer, Director, Support Services Executive, Honeywell IT Services Corporate

Code: General

In her current role as Support Services Executive, Bonnie has accountability for the Service Owners for Service Desk, Desktop, Identity and Access Management, Print, and Disaster Recovery. She guides the team in understanding the concept of end-to-end service ownership and merging customer needs with upcoming technology trends to enable the design and delivery of future service strategies. Bonnie also designed and implemented Honeywell’s Service Level Management process. She will profile how Honeywell took their Strategy and Enablement to the next level through obtaining the business buy-in. Bonnie will provide information on how Honeywell is utilizing Service Level Management and how the creation of their Service Management Office institutionalized standard practice of portfolio prioritization, Service Design Package, Service Catalog, and Change and Configuration Management. In addition to ITIL certification, Bonnie is a Greenbelt and DFSS (Design for Six Sigma) certified.

Joseph Gallagher

Top 7 #ITSMGoodness Tips
Barclay Rae, CEO, Barclay Rae Consulting

Code:  General

For those you follow Barclay on Twitter, you are used to getting his daily #ITSMGoodness tip; a nugget-sized piece of advice to help you get on with delivering ITSM quality.   Barclay shares a wealth of knowledge on the service desk, service level management, service catalogues and ITSM projects.   He’s selected his seven favourite tips and will reveal why these are so important to deliver ITSM quality.  Don’t miss this opportunity for great advice from this ITSM veteran.

Follow Barclay on Twitter @barclayrae


Chris McCay

Surviving & Thriving In The Catch-All IT Shop
Chris McCay, Director of Information Technology, Brailsford & Dunlavey

Code: General

Are you an IT Manager who dreams of the Big Business IT Experience but are confined by reality?  Is your small/medium IT organization making due with a restricted budget and limited staffing resources?  Good news – you can make it work!  Join Chris as he shares with you how to survive and thrive in a “catch-all IT shop”.  He’ll walk you through the steps to create a successful business model for your IT organization including what questions to ask and which key elements to define. Chris will share the good, bad, and not so good of Brailsford & Dunlavey’s experiences and how you can create a business model to fit your organization.



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.


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.


Martin Erb

Boiling the IT Frog



Boiling The IT Frog!
Martin Erb, Director, Professional Services, Pink Elephant

Code: General

Want to learn how to speak better “business-ese”? Martin will give you some big tips! In this session, Martin introduces you to Harwell Thrasher’s book, Boiling The IT Frog: How to Make Your Business Information Technology Wildly Successful Without Having to Learn Anything Technical. Martin will highlight the book’s three most critical lessons. The book is based on the author’s more than 30 years experience in IT. He believes IT is more about people than about technology, and most IT problems come from misunderstandings between business and technology people. He wrote this book for IT people to give to their business customers to help explain the issues faced by IT organizations. It is written in business language (no technical gibberish). It doesn’t explain the technology itself – there are lots of books that do that – it instead describes the critical aspects of IT management that business people need to understand. 

Follow Martin on Twitter @servitect


Steve Bell

Run Grow Transform



Run Grow Transform
Steve Bell, Founder, Lean IT Strategies

Code: General

In a follow-up to his Shingo Prize winning book, Lean IT, Steve Bell’s newest book Run Grow Transform: Integrating Business and Lean IT, examines the unifying Lean principle of Value Stream flow to align people, process and purpose in order to drive innovation and create market-differentiating value. In his presentation Steve, who is a member of the Lean Enterprise Institute faculty, will draw from his research to share how the business and IT organization can collaborate in the daily plan, build, run activities -- integrating Lean, Agile and ITSM practices.


Troy DuMoulin

Navigating The Cultural Silos Of The IT Value Stream
Troy DuMoulin, Vice President, Professional Services, Pink Elephant

Code: Beyond Beginner

Fundamentally the IT function’s reason for existence and right to ongoing funding is based on successfully performing the duties of a trusted service provider. At least this is how an academic or business school professor would describe IT’s relationship with the business. The challenge is that reality does not often reflect this textbook or ITSM perspective. By experience most people will agree that the cultural reality is much more complex, disjointed and often dysfunctional.

If you ask most business stakeholders if they believe IT understands their priorities and challenges you will hear a uniform “No”. In turn, the IT function will often see themselves as unique with separate goals (though somehow aligned) from the business customers they serve. This cultural perception of separation and distinction is not a one-sided view but is shared by the business units themselves. They often hold to the profound belief that IT is not part of the core business competency.

How do we fix this?   Attend this session to understand the different levels of IT and Business Integration maturity and the Critical Success Factors required to change both business and IT beliefs.


Brian Newcomb

A Sense Of Urgency


A Sense Of Urgency
Brian Newcomb IT Management Consultant, Pink Elephant

Code: General

In this session, Brian will review Harvard professor John Kotter’s A Sense of Urgency, a follow-up to the best-selling Leading Change (see Gary Case’s session above).  This first step in Kotter’s framework – create a sense of urgency - is critical to communicate the need for change in order to break past complacency and encourage action.  Brian will share Kotter’s approach to dealing with some common frustrations associated with change efforts such as projects that are stalled, too low of a priority, or seem to always need ‘more discussion’.  Learn how to demonstrate and communicate the right kind of urgency to get your project started and keep in going.



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.

Jack Probst

Agile Process Development
Jack Probst, Principal Consultant, Pink Elephant

Code: Beyond Beginner

Many application development organizations have embraced the “Agile” development methodologies in recent years. Software developers find that using an iterative, incremental and continuous approach to development empowers collaboration between team members who make decisions faster and deliver products quicker.

The question is “can Agile development methods and principles be applied to process development?” What is the advantage of developing “agile-like” to the traditional “water-fall” approach? Jack will give you an understanding of the basic tenets of Agile development, including Agile project management and how those principles can be applied to your process improvement/development project. Jack will also explore the conditions under which Agile works best versus when you should stick to the tried-and-true waterfall approach.

Follow Jack on Twitter @jackprobst


SamadAidane

The Neuroscience Of Leading Change
Samad Aidane, Founder, Guerrilla Project Management

Code: Beyond Beginner

Leading change is a tremendous challenge. The more we understand how people deal with change, the more we can manage our projects effectively. Although we tend to think of project work in terms of tasks, activities and resources, the latest research from the emerging field of Neuroscience is revealing that the brain experiences the workplace first and foremost as a social system. Neuroscience is providing a fresh perspective on how the brain works and how it responds during times of change, uncertainty, and ambiguity. In this session, Samad will profile the David Rock's SCARF Model to summarize the five social domains that drive human behavior during change: Status, Certainty, Autonomy, Relatedness, and Fairness. Understanding these five social domains explains how individuals approach new situations and why people find change so challenging. By attending this session you will gain practical knowledge, based on the latest brain research, on how to effectively lead teams and organizations through change and overcome the challenges of resistance to change.

Samad is a certified Project Management Professional (PMP®) with over 18 years of IT experience. Samad’s current research and Master's degree studies, at Middlesex University U.K, focus on how understanding the latest brain science research can inform how project managers improve their capacity to make effective decisions, solve complex problems, stay cool under pressure, and facilitate lasting change. In 2009, Samad founded Guerrilla Project Management blog and podcast where he features work by many of today’s influential project management, neuroscience, sociology, and psychology thought leaders.

Read Samad’s blog: http://www.guerrillaprojectmanagement.com


Gary Case

The Biggest Challenges Of An ITSM Program Manager & How To Overcome Them
Gary Case, Principal Consultant, Pink Elephant

Code: Beginner

Leading others through major change for any program or project manager can be a daunting task! But there is a right way versus a wrong way to go about it, and Gary will tell you. Based on his many years of ITSM process implementation experience, Gary will dig into his consultant’s case book to share his laundry list of the biggest challenges most program managers face, and how to successfully overcome these. If you’re a newbie, don’t miss this session. Gary will share invaluable do’s and don’ts you won’t find in any ITIL certification course!


Jack Probst

The Value Equation Of Service Management
Jack Probst, Principal Consultant, Pink Elephant

Code: General

Understanding, discovering and mapping services has been one of the interesting challenges many IT managers wrestle with as they embark on IT Service Management programs. Documenting services is one thing but do we truly understand the nature of what is behind the service definition. In this session Jack explores what is behind or at the core of the terms defining a service and what that means to service providers and customers. Terms such as customer, value, outcomes, cost and risk will be treated in depth and prepare you to advance your Service Management program. 

Follow Jack on Twitter @jackprobst


Bernardo Tirado

Using Myers-Briggs To Manage Your IT Project Team
Bernardo Tirado, CEO and Founder, The Project Box, LLC, Six Sigma Black Belt

Code: General

A high performing collaborative project team is definitely a major contributing factor to the overall success of your IT project. Myers-Briggs Personality Test is a psychometric questionnaire designed to measure psychological preferences in how people perceive the world and make decisions. It’s a tool that’s been used by many organizations to help promote team building and effective leadership. In fact, approximately 2 million people a year take the Myers-Briggs Personality Test, and it’s the most widely used personality inventory in history. What does the test do? The results put individuals into 16 categories, and Bernardo will explain the significance of each one.

What is the significance to IT managers? When leading a new project/initiative, the Myers-Briggs approach can be an effective tool that helps strategize on how to best lead and manage a team. Many times we are not offered the opportunity to select our teams but rather are given individuals that have either volunteered or were assigned to participate in the project. Having insight to each individual’s psychological preferences will allow you to think about how to best manage the individual and how the individuals within your team will work best with each other. For example, you will want to know who are your “Judgers”, your “Extraverts”, your “Healers”, your “Thinkers”, your “Field Marshalls”, etc. Bernardo will elaborate on all these traits and offer very valuable advice to Project Managers and IT leaders about the people side of achieving project management success.

Follow Bernardo on Twitter @thePMObox


Jennifer Wels

Project Management & Change Management: The Value & Challenges Of Integration & Alignment
Jennifer Wels, IT Management Consultant, Pink Elephant

Code: General

Join Jennifer for a highly interactive discussion about the often challenging relationship between Project Management and Change Management. Come prepared to contribute your questions, insights and opinions to this session that focuses on various aspects of this highly engaging topic. Jennifer will address: Should Change Managers have the authority to say “NO” to Project changes? To what extent should projects be exempt from the Change Management Process? At what point in a Project Lifecycle should Change Managers expect Project Managers to submit RFCs? What roles are designated in ITIL to coordinate change efforts between Project Management and Change Management?


Luis Orozco

Lessons Learned For Rapid Process Improvement
Luis Orozco, Engineer/Technical Officer – Operations, Smart Metering at Ontario’s Independent Electricity System Operator (IESO)

Code: Beginner

Ontario’s Independent Electricity System Operator (IESO) is the Smart Metering Entity, responsible for the operation of Ontario’s meter data management and repository (MDM/R). The MDM/R is one of the world’s first and largest system implementations of its kind; a central service for Ontario’s 73 local distribution utilities for storing, processing and managing hourly electricity consumption information in a reliable and secure manner. In late 2010, IESO launched the Service Desk and Incident Management processes with 13 of its 73 utility organizations. Just 3 years later, the IESO responded to customer feedback and its own experiences to redesign its Incident, Problem, Service Request and Change Management processes to better service customers and deliver operational efficiencies. Join Luis as he share with you IESO’s approach and lessons learned for rapid process improvement and implementation initiative involving external customers, internal support teams, and vendors.


Tracy Alldridge

ITIL & PRINCE2 – How They Co-Exist In Perfect Harmony
Tracy Alldridge, PMP and PR2P, Alarsta Inc – Consulting

Code: Beyond Beginner

Many organizations have embraced both ITIL best practices and PRINCE2 methodologies over the years. The alliance between the PRINCE2 and ITIL frameworks provides a number of benefits and controls, not the least of which is standardization. ITIL advocates that IT services must be aligned to the needs of the business and underpin the core business processes. PRINCE2 is front loaded: a lot of effort is devoted to ensuring that the project is viable and worthwhile, with a clearly defined business case, which must also be aligned to business needs and strategic objectives. All projects, regardless of their project management methodology must at some point deliver the product and become operational, so join Tracy, a PMP and PR2P as she walks you through some practical recommendations to initiate the co-existence between ITSM and PRINCE2 practices, using real-world examples from her work with the Canadian Federal Government and private sector companies.


John Castilia

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

From an ITIL foundation of ongoing management of Service Catalog, Service Level Management, Change Management, and Service Desk (Incident, Request Fulfillment and Problem processes), CIT is moving toward greater IT and business alignment and integration.  An evolving focus on operational effectiveness driven by a new CIO is empowering Change Management, Release and Deployment Management, and Project Management rigor at CIT. During his discussion John, a certified Project Management professional,  will profile: 1) ITIL & EPLC Project Management Alignment – complementary frameworks producing value adding activity. (EPLC is a mandated Federal project management lifecycle framework), and 2) Service Lifecycle Delivery Model – applying ITIL Service Strategy, Design and Transition Phase framework to Service Management projects.



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.

Cathy Kirch

priSM – What Is It & Why You Should Care
Cathy Kirch, Chair, priSM America 

Code: General

Have you wondered what is next in your career? Do you have some ITIL certifications, experience within IT Service Management and want to prove your value? Are you an organization trying to hire the right candidate to provide ITSM experience? Are you having trouble determining what skills you should be looking for? If the answer to any of the previous questions is yes, then this is the session for you!

Award winning Cathy Kirch, one of North America’s most experienced ITSM practitioners, internal process consultant at Allstate Insurance and the Chair of priSM America will review how professional recognition in ITSM through the priSM Institute has been defined, the credentials that are available, the nominal fees, and how you submit to receive your credential. You will also hear about the benefits that are available to credential holders, as well as organizations that are looking to hire experienced or students in ITSM.

This will be an interactive session to answer your questions around priSM, provide the background on the institute, its organization and the members that belong to and run it. Cathy will cover the continuing professional development (CPD) requirements within priSM and how this conference provides you with some of the CPD’s needed to obtain your credential.


Kathryn Howard

The Other PaaS – People As A Service
Kathryn Howard, ITSM Consultant, Visual Explanations

Code: General

The job for life with the retiring gold watch has long since disappeared. We then proceeded into a world where organizations were constantly restructuring to drive costs down and productivity up – permanent jobs were often the collateral damage of these restructures. The working environment evolved into hot-desking, working from home and job sharing. This “work/life balance” started to blur the lines of work and private life. The rapid evolution of technology is now making another profound impact on the way employees and organizations interact. 

Innovation is key for organizations to continue to thrive. Social media and devices such as your iPad/iPhone also mean we are constantly accessible. How do we manage “work/life integration”. The pursuit of productivity/cost balance continues and this new collaborative employee is measured on outcomes and adding value. Our labor has evolved into a consumable – “People as a Service”.  

In this session, Kathryn will provide an understanding on: how social media and emerging technologies are impacting the ways we work;  gaining the ability to take control, develop and grow your own personal brand; and what it means to define your work/life integration and how that affects your professional relationships.


Chris Dancy

Knowledge Workers & The Reputation Index Economy
- Knowledge lockers, Digital Quantified Self and Influence The New Knowledge Worker
Chris Dancy, Director In The Office Of The CTO, BMC Software

Code: General

Measuring performance is never easy. Fortunately in 2012 we have ways of measuring engagement of our teams with algorithms that will start to rival Google. When page rank turns to people rank, understanding the metrics that define effective collaboration will be key to education not only in your organization but making sure that you always have the "credit" you deserve. Knowledge work is based on the ability to create, consume and curate information that benefits teams, organizations and communities. When "First call resolution" becomes "Solution Virility Index" we start to envision a world of workers who are not tied to information technology but instead enable information systems. Welcome to the reputation economy Part one, Rise of the knowledge agent.


Bruce Campbell

Knocking Down The Walls Between IT Support & Operations
Bruce Campbell, Principal Solutions - Marketing Manager, BMC Software

Code: General

Today's end-user is driven by a very different set of expectations, resulting from the consumerization of IT, BYOD, and huge daily doses of social media.  Traditional ITSM concepts are no longer enough to keep the user base supported in a manner in which they have become accustomed!  The key is to bite the bullet and figure out how to blur the lines between ITSM and Operations – two very different, very entrenched organizations that share no lost love for each other – in ways that benefit productivity, user expectations, and business needs. Bruce will explore how analysts are trending toward "ITSM plus" based on their interactions with their clients and why the clients are asking about IT Operations Management. He’ll talk about how the traditional service-support-in-a-box is falling short of user expectations and the formidable challenge of Operations and Service Support working together to support user expectations.  Attend this session and you’ll walk away with examples of initiatives that can provide higher levels of support, higher customer satisfaction and productivity when Operations and IT Service play nicely together.



George Spalding David Mainville John Castilia Evan Carlson
  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

Bring your questions and most pressing issues to this open forum. Join George and a group of panelists from all walks of life including the vendor community together with real-life IT managers who have been-there-done-that!



George Spalding Matt Neigh David Wagner Julianne Journitz
  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

One of the biggest issues facing IT organizations and businesses today. Join George and his group of expert panelists from across the industry who’ll discuss all the ins and outs and best practices for managing BYOD.


Mark Kawasaki

ITSM In The Service of Humanity: Creating, Delivering, Socializing & Sustaining Value
Mark Kawasaki, ITSM Specialist, Emory University

Code: General

In the summer of 2012, Mark gave up his office at Emory University and went fully mobile around campus, relying only on his devices and a vast wireless network.  Mark’s goal? To discover  the benefits and challenges of a new way of working, moving from school to school, hanging out in libraries, common areas and cafeterias, with no permanent place to work.  After spending time with university students, healthcare patients, other businesses and their faculty, researchers and staff, Mark’s experiment quickly turned into a quest-seeking new ways to make value visible to the customer, the business and even back to IT. Join Mark in this session that explores the connections between technology, business value and social value as illustrated through his experiences.

Follow Mark’s digital vagabond experiences at https://blogs.emory.edu/digitaldooley/ which he writes from his new, permanent mobile around campus office!


Rob England

Checklist Manifesto


The Checklist Manifesto: How To Get Things Right
Rob England, The IT Skeptic

Code: General

In today’s day and age, the world has access to mind-boggling amounts of information and know-how.  Yet failures, whether catastrophic or small scale continue to impact us on a daily basis.  Why?  According to Atul Gawande, author of the Checklist Manifesto, the magnitude of today’s knowledge has exceeded our ability to deliver it-safely, consistently and correctly.  It’s time to get back to the KISS strategy (keep it simple, silly). Gawande argues that using a simple checklist can bring about striking improvements in almost any field. And the IT Skeptic agrees! Join the IT Skeptic as he gives a high-level overview of this best-selling book, then takes a look at how this basic tool can help you minimize errors and maximize efficiency when the heat is on your IT department.



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.


Rae Garrett

Success Strategies For Crossing IT Silos & Improving Organizational Culture
Rae Garrett, Principal Consultant, Pink Elephant

Code: Beyond Beginner

You've worked to be a good service focused IT organization. In fact, you’ve worked at it hard! Now you are wondering how to take your service capabilities to the next level. Should you: focus on managing more than Incidents and Service Requests? Acquire a new software tool? Or, do you look at your people and how they work together? Changing the way teams work and gaining agreement on new work approaches to service improvements are difficult organizational challenges. In this session, Rae will look at what makes organizational change difficult, how to build success strategies and the enabling behaviors which the change agents must possess to pave the way for results. She also looks at the research of Robert Cooke and Clayton Lafferty, and how their psychometric helps you to evaluate organizational culture. 


Gary Case

Improving Customer Focus Through Business Relationship Management
Gary Case, Principal Consultant, Pink Elephant

Code: Beginner

One of the key challenges of most organizations today is still a lack of understanding and partnering between the business and the internal or external service provider organization. Often times the service provider is not engaged early enough with the business to define needs and requirements. Business Relationship Management (BRM) is a key process that enhances the relationship between the business and service provider organization. During this session, Gary will: 

  • Identity the key roles and responsibilities for both BRM and Service Level Management (SLM)
  • Define the integration between BRM and SLM work together
  • Identify the key BRM process activities
  • Discuss the relationship between BRM and the rest of the Service Lifecycle

Zahra Rahemtulla

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

In this instructional session, Victor will clarify the difference between Asset Management and Configuration Management. The terms Assets and Configuration Items are often confused with one another, Asset Management and Configuration Management are in fact two separate concepts that should not be interchangeable although they are complementary. The asset lifecycle process starts with procurement and ends with retirement or disposal of the asset. Thus, Asset Management compliments and uses a sub-set of the data within the Configuration Management System (CMS) to manage the lifecycle of procure-to-retire or “cradle-to-grave” management of discrete IT assets. 

Other integrations include:

  • The Change Management authorization
  • Service Catalog / Request Fulfillment (order – provision)
  • Service Costing
  • Contract Management
  • Software license management

Attend this session to better understand from Victor best practice for both these key capabilities.


Gary Case

Turning A Vicious Cycle Into A Value Cycle
Gary Case, Principal Consultant, Pink Elephant

Code: Beginner

Gary is planning to take you back to the basics. He’ll discuss the view that if an organization doesn’t have in place good Incident Management, Problem Management and Change Management processes, this creates a vicious cycle. Incidents continue to pile up on top of more incidents as there aren’t any Problem Management activities to identify and reduce recurring incidents. Changes are introduced into the production environment that may solve one thing but breaks something else. Does this sound familiar? The key is to take these basic processes and turn them into a Value Cycle. Attend this highly instructional session and you will learn from Gary:  

  • The key activities and roles that are important to moving from a Vicious Cycle to a Value Cycle
  • The importance of implementing a shared priority and categorization model
  • Key Performance Indicators for each process

Robin Hysick

Mature Release Management – What It Really Looks Like!
Robin Hysick, Director, Product Management, Pink Elephant

Code: General

In the early days of Service Management, Release Management was more of an observer. In the last five years, it’s galloped to the forefront, challenging organizations who are looking to increase their operational efficiency.  Release management is now used in the same breath as Incident, Change and Configuration Management. Yet Release Managers sit in the cross-hair of Development and IT Operations, delicately balancing their conflicting needs.  Join Robin as she reveals what organizations need to know to get Release Management right; including the process requirements, understanding the expectations of the business, and the ensuring releases are deployed with appropriate governance.  No one ever said mature release management is easy. But with a guidance from Robin, you’re well on your way.


Rob England

Applying Adaptive Case Management To ITSM: The Standard+Case Approach
Rob England, The IT Skeptic

Code: Beyond Beginner

Always one to challenge the status quo, Rob has a new concept to present: the Standard+Case Model for service response. Standard+Case is about applying a body of knowledge called Adaptive Case Management to ITSM, synthesising it with your existing process approach. The IT Skeptic shares this exciting new concept that will radically improve the way you handle responses to any sort of "tickets". Standard+Case is applicable to Problem Management and Change Management (and Event Management...) as well as Service Desk activities. Standard+Case (S+C) applies to anything that requires a human response: there's either a standard response or there isn't. The S+C approach addresses criticisms of other Service Management approaches like ITIL for being too process-centric and not allowing knowledge workers to be empowered. It also provides a good skills path for Service Desk Analysts that fits well with gamification. If you only look at one new idea this year, look at this one. It is an ITSM game-changer.


Sterling Wright

The Second Lap – Consolidating & Building On Success
Sterling Wright, Chief Enterprise Services, Infrastructure Division, Army National Ground Intelligence Center

Code: General

In this case study, you will hear how a mid-sized IT organization took a breath after a hard-fought ITIL project and then moved to institutionalize the key processes. A small team – with senior executive support – set out to analyze and improve their Incident, Problem, Change, Release, Configuration, and Request Fulfillment processes. They focused on integration points while keeping the big picture and other ITIL processes in mind. In the end, they documented the revised processes and trained the workforce. Sterling, a 25 year IT veteran, will discuss lessons learned – what worked and what didn't; how they created a sense of urgency when nothing was on fire; how they built team spirit from enthusiastic volunteers; how they managed slipping deadlines and resistance to change; and how they adjusted goals and expectations while still being able to declare victory and be truly successful.


Doug Tyre

Operational IT Service ROI
Doug Tyre, IT Service Management Professional, University of Miami

Code: General

The Service Portfolio Management (SPM) process determines the optimum mix of services provided to the business much like an investment portfolio manager selects financial instruments to maximize his client’s returns. Like investment portfolios, IT services should be re-examined periodically to ensure value continues to be delivered.   ITIL covers the activities required to justify new or significantly changed services, but what about services in operation that are no longer subject to SPM process activities?  Join Doug as he shares with you the results of his research project on the importance of Continual Service Improvement as applied to the SPM, to ensure positive Return On Investment (ROI). Doug will reveal how this re-examination, although initially somewhat difficult can build transparency and foster trust between IT and the business, a benefit which can far outweigh the effort of the re-examination.


Charlie Miles

Principles & Guidance For Event Management
Charlie Miles, IT Management Consultant, Pink Elephant

Code: Beginner

The basic premise for Event Management is automated detection of exception conditions that require action. The cost of correcting errors in requirements and procedures for automated processes is higher than for those humanly executed.  As such, it is important to understand your monitoring technology capabilities and limitations, and increasingly how this is done when the environment extends into 3rd party MSPs, ASPs and Clouds. In this session, Charlie will share with you some fundamental rules, detailed process policies, guidelines, standards and measures that are necessary to ensure a successful Event Management Process.


Douglas Smith

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: Beginner

Participants in this session will learn how to identify incremental, measurable and sustainable business benefits through the implementation of a Configuration Management System (CMS). Douglas will reveal to you how Health Care Service Corporation (HCSC) is delivering value by evolving its approach toward Service Asset and Configuration Management (SACM). Leveraging multiple vendor technologies in an integrated manner, HCSC’s IT organization is delivering business value, stakeholder by stakeholder, by focusing on what matters most – its customers. This session will provide guidance for how to assess the genuine worth of SACM and the CMS within large organizations and to target the resulting implementation.  Douglas will share how real world challenges and setbacks were overcome or are being addressed, as part of HSCS’s journey to build a CMS and to achieve SACM program maturity. Finally, Douglas will show how HSCS’s CMS is proving value at every step, whether supporting a data center build out to improve transaction processing, a disaster recovery and business continuity initiative or key ITSM processes to enable improved service quality, decrease optional costs and enable regulatory compliance.



Track 8 – How-To ITIL Clinics

These sessions, taught by Pink's highly knowledgeable and experienced ITIL experts, are very instructional and discussion-based in nature to take you beyond the content of the certification courses. You have ample opportunity to ask your most pressing questions and get expert guidance from the industry's best. Each session includes recommended steps for success, and barriers/pitfalls to avoid with suggestions for how these can be overcome.


Graham Price How To Get Started Implementing ITIL
Graham Price, Principal Consultant, Pink Elephant

Code: Beginner
   
Graham Price How To Create ITIL Project & Process Management Roles
Graham Price, Principal Consultant, Pink Elephant

Code: General
   
Anil Dissanayake How To Get Senior Management Buy-In
Anil Dissanayake, Director, Professional Services - Asia, Pink Elephant

Code: General
   
Robin Hysick How To Conduct An ITIL Process Assessment
Robin Hysick, Director, Product Management, Pink Elephant

Code: Beginner
   
Anil Dissanayake How To Conduct Problem Management Root Cause Analysis
Anil Dissanayake, Director, Professional Services - Asia, Pink Elephant

Code: Beyond Beginner
   
Rae Garrett How To Create & Manage Successful SLAs & OLAs
Rae Garrett, Principal Consultant, Pink Elephant

Code: Beginner
   
Jack Probst How To Create & Manage A Successful Service Catalog
Jack Probst, Principal Consultant, Pink Elephant

Code: Beginner
   
Pierre Bernard

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

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.

Cathy Kirch

An ITSM Journey – 10 Years Later
Cathy Kirch, Process Architect, Allstate Insurance Company

Code: General

Cathy will profile her organization's Service Management journey, and how they have kept the momentum going into their 10th year and integrate the processes beyond Service Operations and Service Transitions.

In this session, Allstate senior consultant, Cathy Kirch, will cover the advancement of IT Service Management entering its 10th year of advancement.  You will learn about key factors in service management implementation and continual improvement.  Her session will address:

  • The evolution of IT Service Management in a large organization
  • Proven practices for implementing processes and operational support
  • Key data integration points and ownership to show value of the service management approach
  • How to keep the momentum going even through leadership change and economic challenges 

You will hear how Allstate has utilized the ITIL framework, along with PMBOK® and CobiT, from the grass roots startup through advanced integrated processes.  Attend this session to learn more about implementation approaches, organizational alignment, and obstacles to overcome so you can enable your organization to provide a successful IT Service Management approach.


Martha Wenc

Using Complementary Methodologies For Your ITSM Flight – A Jazz Aviation Success Story
Martha Wenc, IS Processes Manager, Jazz Aviation

Code: Beginner

Just four short years ago, Martha and her colleagues were tasked with developing and strengthening the service management processes within Jazz Aviation’s (Jazz) Information & Communication Services group. Jazz operates scheduled passenger service on behalf of Air Canada. Relatively new to IT, Martha drew upon her experiences as a certified Six Sigma Black Belt, Six Sigma and Lean Instructor & Myers-Briggs facilitator to start the engines for Jazz’s ITSM journey. After a cautious start with the ITIL basics, including Incident and Change Management, Jazz is now focusing on the service lifecycle. The discipline of service management has gradually become clearly entrenched in Jazz’s IT strategy as a multi-year initiative and grown to extend beyond IT. Fasten your seatbelts and make sure your trays are in a secure and upright position. You’re about to learn how complimentary methodologies can help you achieve increased customer satisfaction and service quality.


Den Jones

Metrics That Matter At Atos
Margo Fullilove, Director, ITIL/ITSM Competency Program, Atos IT Solutions and Services

Code: General

Developing, implementing, tracking, and reporting meaningful business metrics is a challenge for many IT organizations. Many IT teams do a good job of tracking  operational level key performance indicators that show department level results, but what about measurements that really matter at a more strategic business level? Can your organization show how IT contributions to overall business goals? And, what about using the results in an action-oriented way as part of an effective continual service improvement process and program? Development of service and business metrics is a big challenge for many IT managers. Margo will discuss how Atos tackles these critical issues for their key accounts. She will share some meaningful ITSM metrics for the key domains of, service and process management, service delivery governance and improvement, and business alignment and satisfaction.


Crump Robert

Saving Money & Improving Satisfaction – One Service Request At A Time!
Robert Crump, Client Service & Support Manager, American Water

Code: General

According to Robert, when all is said and done IT exists for two reasons, to deliver new services and to support the ones in place. A typical IT organization spends 60% of its operating budget on Infrastructure and Operations leaving 40% for new initiatives. In an effort to improve operating efficiency American Water – the largest investor-owned U.S. water and wastewater utility company serving approximately 15 million within North America – embarked on a journey to overhaul its Service Request Management process starting with the New Hire On-Boarding requests. Robert will share how his organization leveraged the principles of service management to ensure all new employees were productive day-one of their job. He’ll take this a step further and reveal how this initiative laid the foundation for continual improvement of all American Water’s service request types. Be sure to attend this session to learn how a service request initiative can transform your organization’s culture and its impact on organizational change management.



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.

Donna Manley

ISO & ITIL – A Winning Combination At U Of PA
Donna Manley, Senior IT Director, University Of Pennsylvania

Code: Beyond Beginner

Donna will discuss how U of PA is the only ISO 9001:2008 certified Ivy League data center in the country! This is a very challenging certification to go after and U of PA is very proud of this significant accomplishment. They attribute a large part of their ability to attain and sustain ISO certification to the use of the ITIL methodology with a focus on process re-engineering and automation. Donna will explain why the ISO certification path was chosen as a tool for their continuous improvement initiatives, and exactly how ITIL best practices were used to help them acquire this very coveted result. 


Viktor Petermann

IT Process Framework – Testing The Theory
Viktor Petermann, Head of Process Office, Swedbank Group IT

Code: Beyond Beginner

Recently Swedbank (an international IT banking operation located in 3 different countries) was tasked with merging two IT Organizations and running a program to consolidate 7 processes including operational, development and resource management. Four different approaches for managing processes were used including combination of distributed or centralized process ownership and service or process oriented approach – with process improvement serving as the driver for the implementation. ITIL, CMMI and COBIT were selected as the main practices; the processes were defined and ownership assigned. Viktor will reveal the challenges and lessons learned on their journey; the resulting service-oriented approach and better understanding about processes, and how Process Framework ensures business alignment and effective delivery for IT organizations.


Shaveta Datta

From Cost Center To Profit Center In 5 Lean Steps
Shaveta Datta, (former) Quality and Business Improvement Manager, du

Code: Beyond Beginner

When faced with increasing competition, expanding globalization and the desire to enhance the customer experience, organizations are looking for a means to identify and eliminate waste, and non-value-add (NVA) activities in their service call center. Join Shaveta, a certified Lean Master Black Belt as she walks you through how to use the Lean five steps to identify and eliminate the non-value add activities that are impacting your productivity and customer service. She'll also identify which departments you should target for feedback in order to drive continuous improvement and make your call center a profit center, not a cost center. If you're looking to reduce inefficiency in your call center, be sure to attend this session.


Tammy Moffatt

Using Release Management To Improve Financial Governance At Bell Aliant
Tammy Moffatt, Senior Financial Analyst for Fibre Op, Bell Aliant

Code: Beyond Beginner

Join Tammy, a 13-year veteran of Bell Aliant as she profiles how she and her team integrated key learnings from Release Management into their FibreOp™ Financial Management process, to proactively govern capital spending. According to Tammy, this was no small feat considering Bell Aliant’s anticipated FibreOp™ investment by the end of 2012 is half a billion dollars! Tammy will profile his organization’s Capital Review Board (CRB) and its key role in their Release Management process. She’ll share why and how the CRB was established; who is involved in the CRB; and the specific role the CRB plays within Release Management. She’ll also highlight approvals, governance and management reporting process and how these elements of Release Management are managed. For the next chapter in Bell Aliant’s exciting journey, this session is not to be missed.


 Cisco
  Team Case Study: Cisco

Headquartered in San Jose, Cisco is one of the world’s most respected companies, with over 70,000 employees and revenues of USD 40 b. In this three part case study, Doug, Gustav and Terry will profile several progressive and successful approaches undertaken by their IT organization to strengthen IT Business integration on many fronts, and through the use of IT Service Management together with other standards and frameworks.

  Doug Walton Designing The Plane While Flying IT: New Approaches For Change Management In A Continuously Changing World
Doug Walton, PhD , Organizational Change Program Manager, Cisco Systems

Code: Beyond Beginner

Getting stuff done is difficult when everything is changing at all levels, constantly and continuously. Processes, technologies and entire business models are all changing. The extreme complexity and integration of modern IT can lead to a spin cycle that mires everything down and goes nowhere. Drawing upon years of research and consulting with some of the world’s largest technology organizations, Doug will share with you four approaches to unstick your organization. He’ll also chart a course for continuous and successful change, including getting out of the spin cycle by aligning minds, “fail early and fail often!”, make change stick through multi-level engagement and organizing multiple changes into waves. If you’re struggling with change within your organization, this session will give you the guidance to persevere and move ahead. Want to get a head-start on this session? Pick up a copy of Doug’s book Internet-based Framework for Empowering Social Change: An Application of the Principles and Methodologies of Human Systems Design. In his 30-year career, Doug has worked with some of the world’s largest technology organizations to improve their ability to change rapidly in the fast-paced, global economy. He holds MA and PhD degrees in the design and change of organizational systems. He has given many speeches and workshops on organizational change, and he has published a book and several articles on the theory and applications of methodologies and technologies for both social and organizational transformation.

     
  Gustav Toppenberg 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

In his senior manager role at Cisco IT, Gustav is responsible for enabling the IT strategy and the architecture community, operationalizing EA and leading the Cisco Architecture-led planning vision. In his presentation he will discuss how he and his colleagues have led successful service execution with architecture-led planning and portfolio management. ‘Architecture-led Planning’ is the evolutionary extension of the implementation of ‘service-led execution’ which is the implementation of Service Management at Cisco.  The ‘Architecture-led planning’ process allows Cisco to conduct company-wide long-range planning linked to its core architectures.  The planning process is designed to link the architectures/strategies to the execution of portfolio projects and programs as they transform, renovate, improve or sustain Cisco’s IT Services.

     
  Terry Stibbards IT Business Architecture: Cementing The Relationships
Terry Stibbards, IT Business Architect, Cisco IT

Code: Beyond Beginner

Business Architecture in IT allows the IT organization to provide visibility in how to engage from different levels of maturity. It also allows it to deal with multiple partners trying to fund and influence priorities. Terry is responsible for charting how IT runs more and more like a business. He has been on the leading edge of several large change efforts in Cisco IT, and has helped to orchestrate the overall transformation from silos to an Architecture and Services led value based priority organization. He joined Cisco in 2008 as part of the IT Business Architecture and Services group. He helped implement a new approach to ‘share’ limited infrastructure resources across IT, and shepherded the Services Costing process and tooling to bring both new cost transparency to the organization but also drive adoption of the Services Framework as its base. Prior to Cisco, Terry focused on Forecasting, Optimization, and Availability management systems and processes.


Hyatt Hollman

Achieving Your Vision Through Continual Service Improvement
Hyatt Hollman, Director Service Management, ITS, Hartford Health Care

Code: Beginner

Continual Service Improvement can seem like a no-end-in-site program which can easily demotivate staff and quickly sideline the project.  To be successful, organizations need to find ways to help staff buy-in, embrace the changes and incorporate change into their culture.  Hyatt will share with you his “Fast Path” ITIL Implementation approach and its impact on his team. As the name suggests, Fast Path helps you to avoid managing or implementing to exceptions and focus on where your organization is today; your vision baseline, while keeping  the ITSM vision plainly in focus.  Your organization today is your baseline for your first process implementations.  While embedding process change at Hartford Health Care, Hyatt also remained vigilant to the impact that the changes were having on the organization’s culture. He’ll share his experiences on how to educate staff, how to handle change and how to stay focused on the vision.  Learn how quick wins and celebrating small successes can increase momentum and impact the culture of your organization.



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.


Rob England

Plug & Socket: Preparing IT For Governance
Rob England, The IT Skeptic

Code: Beginner

In this session, Rob will discuss the practical application of governance to IT. Many ask: What do I need to have ready when the governors come knocking? Rob will explain that there is plenty of abstract information about Governance of IT (don't say "IT Governance" – Rob will explain why), but when you come to do it the lack of practical information is worrying. Lots of boxes on whiteboards, not a lot of beef in the burger. Rob has been exploring what is out there, to build a picture of useful guidance in the implementation of Governance of IT. When the governors (or their designates) come looking for you wanting to implement governance, what will they have with them? What will they want you to have ready? What do the plug and socket between the governors and IT actually look like in the real world? Rob will give us a clear picture of what Governance of IT is, then describe what that really means in practice. 

ITIL author, David Cannon, said this presentation influenced part of his ITIL 2011 Service Strategy rewrite, and Rob is credited for that in the acknowledgments in Service Strategy.

Rob England JPEG

Follow Rob on Twitter @theitskeptic

Read Rob's blog http://www.itskeptic.org

Rob England

What IT Governance Isn't 
Rob England, The IT Skeptic

Code: General

Rob has very strong views about COBIT, ITIL and governance – so, be prepared for him to call it as he sees it here in this session. Rob plans to provide a simple primer on governance of IT and ISO 385000, then he'll follow up with his views about governance being policy making and policy policing, and anything else in management. He'll discuss what governance is not, but people sometimes try to make it. And, he will review seven interrelated areas that are often confused with governance. 

Follow Rob on Twitter @theitskeptic

Read Rob's blog http://www.itskeptic.org

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.



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.


Jennifer Wels

Bridging The Development & Ops Gap With Process-Based ITSM
Jennifer Wels, IT Management Consultant, Pink Elephant

Code: Beyond Beginner

If “They just don’t get it” is the common lament between your Development and Operations departments, you’re not alone. Many organizations struggle with this challenge. The good news is … there is something which can be done about it. It’s time to get back to the process basics. Jennifer will reveal how integrating Change, Release and Project Management processes can result in service management moving beyond break-fix to delivering more business specific services. If your organization is looking to take charge of the number of failed or unintentional changes, be sure to attend this session for best practice advice and guidance.


Benoir Tessier

Blurred Boundaries – “Consumerization of IT”
Benoit Tessier, ITSM Team Lead, Domtar, Inc.

Code: Beyond Beginner

The “consumerization of IT” is upon us.  Technology has caused a natural paradigm shift that is blurring the boundaries between business and private lives.

Fear of a security breach is no longer justification for enforcing rigid technology barriers. IT is being forced to implement policies in order to guide employees, yet still allow them the freedom to be creative.

Are you ready to shift into a new paradigm of IT?  Join Benoit Tessier, the Leader of IT Service Management at Domtar, as he discusses their journey toward a collaborative, efficient and responsive environment that supports the demands of their progressive and mobile community

David Wagner

Optimizing IT Costs & Services With Big Data (Little Effort!) – Case Studies
David Wagner, Business Development Principal, TeamQuest

Code: Beginner

IT organizations have a wealth of Service Management and Service Delivery tools, processes and metrics that typically exist in relative isolation. This session will present detailed real-life examples of how existing tools and metrics can be brought together using big data techniques to optimize costs and performance of IT environments.


Arlen Feldman

Who Am I – Identity & Security In The World Of SaaS
Arlen Feldman, CTO / Board Member, Cherwell Software

Code: Beginner

As more and more software moves into the cloud, it is important to understand the challenges and trade-offs related to security, and in particular identity and user management. Join Arlen as he walks you through what you need to know about protecting your organization’s identity and security in today’s IT world. What questions should you ask your supplier, prior to signing? What trade-offs are you making when you move to the cloud? How can your organization protect itself? If you’re thinking about moving to the cloud, this session is not to be missed.


Cooking Up Great ITSM: The Whole Is Greater Than The Sum Of Its Parts
Ian Aitchison, ITSM Product Director, LANDesk Software

Code: General

So you've got people, processes, and great technology. Add a dash of cloud, a sprinkle of hybrid, and a big spoonful of mobile usage. Now integrate and automate thoroughly for a delicious view of the future of technology-enhanced ITSM. Join Ian in this lively presentation – laced with many real world customer examples – exploring how an integrated, process-centric approach can lead to a startling transformation of the customer/end-user experience of IT, on any device, anywhere.


Carlos Casanova

Declaring Amnesty For Your Warring IT Tribes
Carlos Casanova, Solutions Architect and Author, K2 Solutions Group, Inc.

Code: General

Amnesty is roughly defined as an executive act which restores the innocence to an individual that previously violated policy/law without changing that law. Individuals within organizations often violate policies in the belief that it is for the greater good, in the short term, to accomplish a task. However, longevity is the objective, not short term. To achieve longevity,  organizations need to adopt a service management culture that eliminates these violations and fosters cooperation amongst IT departments.   Many IT organizations today are trying to make informed business decisions based upon quantitative not qualitative data provided by short-term thinkers. Data owners struggle with data integrity battling to find time to correct deficiencies without repercussions.  Does this sound like your IT organization?  Join Carlos, an IT veteran as he shows you how to create your own amnesty program.   He’ll start at the root – where to look for data integrity issues and how to address them, then provide guidance on how you can identify the cultural hurdles and how to address the resistance to cultural change.   Think long-term.  Think amnesty.


Chris Dancy

Dave, I'm Afraid I Have To Place You On Hold
Chris Dancy, Director In The Office Of The CTO, BMC Software

Code: General

Join Chris as he discusses robotics and IT Support.

You can't manage it until you measure it. This mantra has led to an era of automation, self-service and consolidation. Doing more with less, doing less with less. The IT department is birthing out robots faster than an alien invasion.  These robots are not the type you were told about in childhood, these robots are here to take jobs away. While many herald the coming revolution in IT, people should stop and give pause to what to do with the predicated millions of displaced workers in 2020.  Join Chris for an engaging look back at the history of robotics that have displaced human jobs. Then turn your head in the other direction as Chris looks forward at the trends in automation that are disrupting information technology and information systems.  Want to know what skills will be desirable for knowledge workers as automation becomes more commonplace? Then don’t miss this session.  Most people know Chris as @servicesphere on Twitter and as the host of the US edition of ITSM weekly, the podcast, syndicated to 30,000 listeners monthly.  His name and avatar are synonymous with social media for IT, edutainment and his futuristic visions for IT.   An agent provocateur who lives 15 minutes in the future, Chris says, “brace yourself, you’re about to be awoken”.


Kristin Colburn

The Right Way To Select Tools
Kristin Colburn, IT Management Consultant, Pink Elephant

Code: General

When looking at the 4 P’s of Service Design, People, Process, Products, Partners, there is normally a lot of attention applied to the implementation of ITIL processes and preparing and deploying education plans to provide people with the required levels of new skills and knowledge.  But, what about a toolset to support people and processes? Are you giving adequate attention to this area of your continuous improvement initiatives? Join Kristin in this revealing session as she shares with you the key things your service management tools need to do and the right way to go about selecting the right ones to support your ITIL processes.  This is NOT tool specific; rather, it’s looking at a tool through the eyes of  a Consultant using PinkVERIFY, a service that objectively assesses a software tool’s enabling applications against ITIL terminology, definitions, functionality and workflow requirements for 15 ITSM processes.  Considering a new ITSM tool?  Join Kristin  for an objective view of the evaluation process, and the key factors that will help make your ITIL improvement program more effective from a tool perspective


Charlie Miles

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

Code: Beginner

Most ITSM experts agree on the alignment of process and technology, but some tool vendors prefer that IT organizations adopt their ‘out of the box’ process. 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.


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.

Graham Price

Brian Newcomb

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

Code: General

Attention program and project managers/directors! On Monday and Tuesday mornings, Graham and Brian – 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 Brian 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.


Charlie Miles

Jim McKenna

 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 roundtable 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.


Brenda Iniguez

IT Leadership Roundtable Discussions – How To Successfully Lead Change
Moderated By:
Brenda Iniguez, Strategic Business Development, Pink Elephant

Code: General

Two specialized sessions specifically designed for IT leaders to focus on the challenges you face today trying to influence others to embrace change, and execute successfully. Subjects will include how to communicate to keep your organization engaged; the types of 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 several IT leaders on her panels about how they are communicating and keeping their teams engaged and fully supporting their extensive Service Management deployments.


Rich Petti

An ITIL Overview
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 StrategyService DesignService TransitionService OperationContinual 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

What IT Managers Need To Know About 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 as a Breakfast Club session.


Martin Erb

What IT Managers Need To Know About 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 Tuesday as Breakfast Club session.

Follow Martin on Twitter @servitect


Rae Garrett

What IT Managers Need To Know About 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 as a Breakfast Club session.


Rob England

Basic Service Management

Service Management (in 40 minutes!)
Rob England, The IT Skeptic

Code: General

Think you know everything about Service Management? We bet you will take something away from this session no matter how experienced you are. Rob wrote the book Basic Service Management, which compresses an introduction to "everything" about Service Management into 50 pages. In this presentation he will now compress the book into a summary of Service Management in forty minutes flat. Can he do it? Come and see. Whether you are new to service management, or think you know it all, Rob challenges you to step back and really explore the basic elements of "service" and what it really means. Note: there is zero IT content in this presentation – it is pure Service Management as it applies in any context.

Follow Rob on Twitter @theitskeptic

Read Rob's blog http://www.itskeptic.org

Visit http://basicsm.com to read more about the book, and access a discussion forum.


Jon Ryman

Critical Migration Success Factors
Jon Ryman, VP IT Service Management, EasyVista

Code: General

Jon will present a real-life customer success story that will help IT Service Management professionals gain a practical understanding of Critical Success Factors related to Service Operation fundamentals, cost effective migrations from legacy tools, and the benefits achieved from moving to the Cloud. Learn how organizations are improving Service Desk productivity, delivering best in class service and achieving cost reductions.


David Wagner

Big Data – Marrying Service Management With Service Delivery
David Wagner, Business Development Principal, TeamQuest 

Code: General 

This engaging session describes TeamQuest’s conceptual approach and framework by which big data analytic techniques can be applied to easily harvest existing rich IT service, business and component metrics to optimize costs and performance of the underlying IT infrastructure, and minimize service risk. Join David, a seasoned IT professional as he shares how to marry Service Delivery and Service Management metrics across diverse discipline areas including Asset, Configuration, Service, Performance, Capacity, and others. If you’re struggling with Big Data and metrics, this is the session for you.


David Mainville

Three Steps To ITSM Success: How To Deliver Lasting Business Value
David Mainville, CEO & Co-Founder, Navvia

Code: General

Many ITSM initiatives fail because they are unable to demonstrate value to the business. One reason for this is that ITSM is treated as a project and not a program.

Start your morning with David as he demonstrates three critical steps for embedding ITSM into your organization.

Step 1 – Assess your current state as a catalyst for change
Step 2 – Design practical processes to drive business value
Step 3 – Govern your processes with an eye on continual improvement

Regardless of where you are in your ITSM journey, this lively and interactive discussion will get you thinking about ways to make your program a success!


Matt Neigh

Change Management: The Greatest ROI Of ITIL
Matt Neigh, Technology Evangelist, Cherwell Software

Code: Beginner

So you want to do Change Management. After all, according to all that data out there, doing Change Management is the sign of a mature organization. According to Matthew, truth is, it is one of the greatest ROI’s of ITIL — when done well. Unfortunately, everyone seems to have a surefire way to implement it. Vendors will tell you their product does it out-of-the-box, no work on your end. Books will give you a surefire formula. The reality is that Change Management is going to be very unique to every organization. In this session, learn about the myths, the reality, and a framework for bringing Change into your organization. Then, get ready to experience some real ROI!


Brian Hoskins

Cooking Up Great ITSM: Automated Self Service Baked In 1 Hour
Brian Hoskins, Product Manager, LANDesk Software

Code:  Beginner

Attend this session to see how an integrated, process centric approach can transform a customer experience. In this session watch as Brian cooks up automated self-service, live! He will take you through all the service ingredients, the process steps and before your eyes create a delicious and healthy self-service menu to start your day.


Jack Probst

ISO 20000 ITSM Certification – Instead Of, Or In Addition To, ITIL?
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.

Follow Jack on Twitter @jackprobst



Gary Case Jack Probst Troy DuMoulin
  “Platinum Pass” Ask-The-Expert Breakfast Club

Exclusive! Only for attendees who’ve purchased a Platinum Pass. Spend quality Q&A discussion time with the best ITSM consultants in the industry – Gary Case (Monday), Jack Probst (Tuesday), and Troy DuMoulin (Wednesday).

Chris Dancy

Social ITSM – Rise Of The DNA-Based Response System
Chris Dancy, Director In The Office of The CTO, BMC Software

Code: General

Era 2017-2051: Autonomous, Heads Up, Biotech, Perspective as a Service, Micro-tasks, Influence, Precognitive information systems, Micro Big Data, and Interactive Emotional Response Gestures.  These are just a few of the many items are going to dramatically impact the service desk of 2017 and beyond.  Start your morning with Chris’ vision for the future. Discover the tools, skills, metrics that will drive the next generation of connected employees back to Support. Mark your calendar. 2017 is not that far away!


Gary Case

A Practical Approach To Implementing Service Level Management
Gary Case, Principal Consultant, Pink Elephant

Code: Beginner

Gary will tell you – it’s not always about a Service Level Agreement! The main objective of IT Service Management (ITSM) is to deliver services our customers want and value while IT manages the cost and risks. To achieve this goal there is no doubt that Service Level Management is one of the critical processes that should be implemented as part of an ITSM program. If the major objective is to implement formal Service Level Agreements (SLAs) than this approach can get in the way of truly being able to improve the relationship between our business and the IT organization. 

In this session you will learn:

  • Some best practice Quick Wins associated with the 4 Ps (People, Process, Product and Partner) in order to improve the relationship between the business and IT
  • The role of Operational Level Agreements
  • Using the CSI Approach and 7-Step Improvement Process to identify improvement opportunities

Darren Williams

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

Code: General 

Most IT Service Support Management (ITSM) solutions have traditionally focused on heavy professional services engagements and long implementation cycles. Join Darren as he introduces Absolute Service on Demand and on Premise, focusing on configuration and integration of the system into the rest of the organization’s enterprise.


Brian Hollandsworth Ted Benoit Max Vorhies Timothy First Luis Orozco
  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

IT leaders in every industry are faced with the need to transform the delivery of services across the enterprise in order keep pace with change, meet customer demands and cultivate the agility required for innovation and business growth. IT can be ' freak'n' hard … but it doesn't have to be. Join a diverse panel of IT leaders [from organizations including Associated Wholesale Grocers, Ontario IESO, Perrigo Company and Teck Resources], sharing lessons learned and discussing how they've each achieved success leveraging the cloud for IT service automation, extending their best practices and IT tools across the enterprise and positioning themselves as innovators to accelerate the growth of their companies.


Jeffrey H. Westcott

Hybrid IT: Which ‘Cloud’ Is Right For You?”
Jeff Westcott, ITSM Service Manager, Lawrence Livermore National Labs

Code: General 

“Cloud-based” might be the most overused marketing phrase from 2012. While cloud computing is without a doubt a significant and strategic IT development, are wholesale moves to the cloud the best solution? Gartner Group forecasts that SaaS will reach its peak by 2015 with nearly 50% of ITSM offerings being Saas-based, but more noticeably forecasts that in 2014, 30% of organizations currently using cloud-based ITSM tools will revert back to on-premises deployments. What’s an organization to do? Join Jeff as he shares with you Lawrence Livermore National Lab’s (LLNL) solution – hybrid computing. Come learn why LLNL chose the hybrid approach including selection, adoption, implementation and how their methodical approach to rolling out ITIL/ITSM best practices across all business units at LLNL has netted significant and measureable benefits. What will your organization be doing in 2014?



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. 


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.

Troy DuMoulin

ITSM Strategic Road Map Workshop
Troy DuMoulin, Vice President, Professional Services, 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 @TroyDuMoulin


Dr.Victoria Grady

Pivot Point

The LOE Index: A Quantitative Tool For Measuring The Individual Response To Organizational Change – An Overview
Dr. Victoria M. , 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 is a change analytic tool that 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 (Organizational) Change; Productivity; Leadership; Motivation; Conflict; Turnover; and Absenteeism-- all critical factors for the successful change iniative.


  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.

Robin Hysick Incident Management Health Check
Robin Hysick, Director, Product Management, Pink Elephant

Code: General
   
Charlie Miles Event Management Health Check
Charlie Miles, 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