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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

Colonel Chris Hadfield


Opening Keynote Speaker

Colonel Chris Hadfield
Commander, International Space Station

The Sky Is Not The Limit

“Good morning, Earth” was the tweet Commander Chris Hadfield sent out every morning to his millions of followers during his five month stay aboard the International Space Station. Now safely back on Earth, Hadfield has become a worldwide sensation, harnessing the power of social media to make outer space accessible to millions and infusing a sense of wonder into the collective consciousness not felt since man first walked on the moon. Called “the most famous astronaut since Neil Armstrong” by the BBC, Hadfield continues to inspire with his lessons of leadership, teamwork and collaboration.

Hadfield’s multiple daily Tweets and photographs from space made people see the world differently. His Twitter conversation with William Shatner, who played Captain Kirk in the original Star Trek series, went viral (“Are you tweeting from space?” inquired Shatner, who got a quick reply: “Yes, standard orbit, Captain. And we’re detecting signs of life on the surface.”), and even Queen Elizabeth Tweeted the station commander.

Whether leading a multi-national team onboard the International Space Station or sharing how to perform seemingly mundane tasks such as brushing your teeth in zero gravity space, Hadfield’s cultural understanding, diplomacy and leadership skills endured him to millions. He captivated music and science enthusiasts alike with his cover of David Bowie’s 1969 Space Oddity. On Music Monday, young fans in classrooms around the world, performed in union, ISS (Is Someone Singing). Whether you are one of his one million plus Twitter followers or are simply mesmerized by Commander Hadfield’s video footage, be prepared to see your world differently. 

Follow Chris on Twitter @Cmdr_Hadfield


Caroline Casey


Caroline Casey
Looking Past Limits

A truly amazing person with a very inspirational story. Caroline’s motivational talks are hugely energetic and extremely compelling! Hers is a message of courage, determination, belief in one’s self and the focus on one’s abilities, not disabilities.

Caroline believes in making dreams a reality and her determination and belief comes through in everything she does. She is a natural motivator and has never allowed the fact that she was born visually impaired hinder her success or get in the way of her dreams. She inspires audiences as she speaks from the heart about growing up and overcoming challenges while only seeing life as a blurry outline. Her determination will rub off on you and you will be challenged to match her energy, drive and honesty and relive her risk taking spirit. Archaeologist; Management Consultant; Adventurer; Entrepreneur and now Managing Director of her own firm, her unique perspective is a portal to pursuing successful vision. Open your eyes, embrace your dreams… and dare to be different.


Adrian Gostick

ALL IN


Adrian Gostick
All In

Adrian Gostick is a global thought leader on workplace strategy and the author of several successful books on employee engagement. The Carrot Principle, has been a regular New York Times bestseller, and 24-Carrot Manager has been called a “must read for modern-day managers” by Larry King of CNN. His latest book, The Orange Revolution, was a #1 Wall Street Journal bestseller.

In this keynote based on his best-selling book, All In, Adrian will present ground-breaking new findings about how today’s high-performance organizations have a distinctive kind of culture that leads to astonishing results.

In the book, and teaming up with research giant Towers Watson, authors Adrian Gostick and Chester Elton present an unprecedented 300,000-person study conducted in the worst of the recession. Based on this breakthrough research and their extensive consulting experience with a who’s-who of successful companies, they present a simple seven-step roadmap that all managers can follow to create a high-achieving culture in their own teams.

With the most current data available on culture, the authors offer specific how-tos for each step, and tell fascinating stories of leaders in action that vividly depict just how these powerful methods can be implemented.

Adrian will share:

  • The 3 research-based characteristics of the world’s most profitable, productive organizational and team cultures
  • The 7 steps today’s most successful managers use to generate buy-in
  • How managers at any level can build a productive workgroup culture of their own where employees commit to the culture and give that extra push of effort

Follow Adrian on Twitter @adriangostick

Kia


Kia Behnia
Senior Vice President & Chief Technology Officer, BMC Software

Kia will be providing a 15 minute keynote session and introducing Josh Klein. 

Josh Klein


Josh Klein
Technologist, Innovator

Think you’re on top of today’s biggest trends? Think you’ve got Big Data, Analytics and Cloud Computer nailed down? What’s next? Josh will open your eyes to what’s around the corner: Transparency (what’s YOUR data privacy policy), BYOD (is your iPhone looking at me?) and the IT Broker Model. Are you scared yet? You should be. But there is hope. Sit tight in your seat to learn how to get ahead of these trends and start driving business intelligence from where the data actually is – with you. You’re in a unique position to leverage readily available solutions to address these challenges and use them as very real opportunities to craft solutions and put you ahead of the game.

Life-long expert on the use of hacking and innovation to create and solve social systems and industries, Josh Klein hosts National Geographic’s “The Link” and serves as a consultant on innovation and cyber security to the CIA, FBI, NSA, and the State Department, as well as Microsoft, Oracle, AT&T, and many others.  He is also the celebrated author of Roo’d and Hacking Work: Breaking Stupid Rules for Smart Results.

Follow Josh on Twitter @joshuaklein

The Water Coolers
Get ready to meet a very charming and talented cast with an uncanny flair for comedy!

The Water Coolers is a New York based musical comedy group that delivers songs and sketch comedy to the corporate world and in theaters across the country. The Water Coolers uses original songs, musical parodies and comic sketches to lovingly lampoon the fast-changing, fast-talking, hard-driving office environment of today’s contemporary business world… including IT! Is there a lot to laugh at? You know it! Both a salute and a send-up, The Water Coolers satirizes the myths, mores and madness of corporate living.



Sunday Pre-Conference Optimizers

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

Kirk Weisler



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

Code: General

One of the highest rated sessions from Pink13 ? join Kirk, a conference favorite, for this highly participative session designed to help leaders build teams, create culture and inspire change. This session contains:

  • 2 slides (no death by PowerPoint)
  • 4 activities (this is a hands on session - participation required)
  • 6 actionable insights that you can take home and 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

Follow Kirk on Twitter @kirkweisler

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.

Follow Rich on Twitter @rp2ITIL

Brian Newcomb

What IT Managers Need To Know About Lean Management
Brian Newcomb, IT Management Consultant, Pink Elephant

Code: Beginner

In this overview, Brian 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 a Breakfast Club.

Follow Brian on Twitter @BrianNewcomb

Jack Probst

The Phoenix Project: A Novel About IT, DevOps & Helping Your Business Win
Jack Probst, Principal Consultant, Pink Elephant

Code: General

The Phoenix Project is an allegory of the trials and tribulations of an IT organization responding to the challenges of critical business projects. Through the story line, key principles are discussed that are highly relevant to all IT organizations. The authors weave together a wide variety of disciplines (DevOps, Lean, Six Sigma, Theory of Constraints and ITIL) that crafts a compelling approach to managing the lifecycle of IT services. The characters of the book tackle: the challenges of setting priorities for customer needs, effectively managing the environment to meet tight and mission critical deployment dates and maturing the operations space. Join Jack, as he explores the principles and practices developed/implemented within the book while he provides a context for implementing these practices within your IT organization.

Follow Jack on Twitter @jackprobst

Rob England

The Cult Of The Customer: Should It Always Be “Customer-First”?
Rob England, The IT Skeptic

Code: General

Join Rob for this thought-provoking session as he examines your assumptions around "customer first." Is it possible to over-service the customer? The IT Skeptic thinks so. Check out what’s been said on this subject in anticipation for this not-to-be-missed session: http://www.itskeptic.org/cult-customer

Follow Rob on Twitter @theitskeptic

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 as a Breakfast Club session.

Troy DuMoulin

Tips For Cementing Organizational Change
Troy DuMoulin, VP, Research, Innovation & Product Development, 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

Gary Case

What IT Managers Need To Know About CMM & Process Maturity
Gary Case, 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 breakout session.


Track 1 – The 3 i’s of Leadership

One main reason why major transformations fail is because leaders don’t effectively “Inform”, “Inspire” or “Ignite” people through change. Speakers in this track will provide proven and practical how-tos for effectively managing and leading people through the process of change, and turning knowledge into results!

Troy DuMoulin

Change The Culture, Change The Game


Change The Culture, Change The Game
Troy DuMoulin, VP, Research, Innovation & Product Development, Pink Elephant

Code: General

Troy believes this best-selling business book, Change The Culture, Change The Game is a must read for IT leaders. In today’s highly competitive environment and economic challenges, understanding the importance of, not only personal accountability, but joint accountability within the workforce is imperative! The authors provide real corporate case studies about organizations with the implemented strategies demonstrated in the book. There are also many stories with excellent examples of real companies making a positive cultural transition and bringing about outstanding results again, and again. Troy will share some of these with you, linking them specifically to how IT leaders can apply these same successful strategies to IT organizations in general and within IT Service Management specifically.

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

Follow Troy on Twitter @TroyDuMoulin

Douglas Smith

The Human Factor – 5 Tips For Creating The Quintessential Hybrid IT Professional
Douglas A. Smith, ITG Configuration Management, Health Care Service Corporation

Code: General

In this unique case study, Doug will discuss how he and his IT organization have applied organizational development principles to BCBSIL’s IT department, bridging the gap between business and IT as well as adding to the overall success of implementing change. With a Masters of Science degree in Management and Organizational Behavior and a certification as an OD (Operational Development) Practitioner, Doug will share the successes of BCBSIL’s organizational development initiatives focusing on his top five tips to create a "hybrid" IT professional - someone who can interact seamlessly with both business and IT. If you’re charged with helping your team reach its full potential, this session is not to be missed.

Glen Taylor

There’s More To ITIL Than Education
Glen Taylor, Vice President & Chief Information Security Officer, Walt Disney Parks & Resorts

Code: Beyond Beginner

Through an extensive training and education process, 700 IT staff are being trained in ITIL and how it applies to the Walt Disney Company. Glen describes his organization’s ITIL training and implementation initiative since its inception in 2004 through to the present. He will discuss not just education and the importance of their training programs, but also successes achieved – in other words, how they have translated knowledge into results.

Jonathan Reichental

CIO: Chief Inspiration Officer?
Dr. Jonathan Reichental, CIO, City of Palo Alto, CA

Code: General

CIO – Chief Information Officer, Chief Innovation Officer and now Chief Inspiration Officer. With the weight of the business riding on their shoulders, most CIOs live in a world of dollars, data and despair. Yet amidst the constant demands of today’s IT organization, there is a beacon to power the organization forward – The Chief Inspiration Officer. While the business will always demand data, the savvy CIO can learn to delicately balance these needs against those of his staff. A superhero CIO will find ways to inspire their staff, helping them to see the business value of technology and their role in the organization’s success. You don’t need CIO in your title to attend this session. Every leader is a CIO. Come learn from this IT veteran how a low-cost tool such as inspiration can be one of the greatest assets in a CIO’s leadership toolkit.

Follow Jonathan on Twitter @Reichental

Kirk Weisler

Kirk Weisler, Chief Morale Officer, Team Dynamics

Kirk is back! A conference favorite and always one of the highest rated speakers every year. Kirk is on hand to present multiple sessions to inspire and re-energize!

 

100 Stories UP – And Why I Take The Stairs

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!

 

The Empty Book



The Empty Book

Code: General

In his presentation “The Empty Book” Kirk expands 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. Ninety-four percent of adults show up with the intent of just getting through the training and not learning from the training – this is 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.



The Green Lantern Effect – Unleash Your Power Of Positivity To Infect & Affect The World Of Work 

Code: General

Use your Green Lantern to Save the World of work! Chief Morale Officer, Kirk Weisler will reveal the single greatest behavior that a leader can engage in to inspire growth, engagement, and a spirit of ownership! You’ll learn how to “inspire”, not “require” to get the results you desire. Increase your effectiveness to be more positive and contagious. Kirk will show you how to light your own Green Lantern and how to use your Green Light to inspire your team and increase: engagement, personal development, team work, ownership, morale and everything else you need to know to save the planet!



When Less Is More & More Is Less!

Code: General

When more tasks, more demands and more distractions equal less morale, less motivation and less engagement... that’s when you need Less is More. Kirk examines four key ways to harness the power of when Less is More in:

  • Building Teams
  • Building Presentations
  • Building Relationships
  • Learning and in Life

If you want less stress and worry and more peace and productivity, and less slides and more fun, then come to When Less Is More; a presentation on simplification.

Follow Kirk on Twitter @kirkweisler


Robin Hysick

The Clarity Principle

The Clarity Principle: How Great Leaders Make The Most Important Decision In Business (& What Happens When They Don't)
Robin Hysick, Director, Product Management, Pink Elephant

Code: General

Is your ITSM program suffering from an identity crisis? Symptoms include: low morale, bad politics and a myriad of other “people problems”, that indicate the absence of a clear purpose. It’s the leader’s responsibility to define the purpose for the organization, it’s the “North Star”. This isn’t easy! Leaders must make tough decisions, more often than not involving social/humane interaction in addition to hard data. Learn what leaders need to do to get a clear picture of their organization and make impactful decisions, and how shying away from the decision process can have a dramatic impact upon an organization. You’ll hear examples of how clarity of purpose can assist you in successfully leading your ITSM program, making epic decisions, and seeing them through to success.


Rob England

Raising IT: Don’t Let IT Fall Victim To Bad Parenting
Rob England, TheIT Skeptic

Code: General

According to Rob, the world has really messed up owning IT; like a parent, knowingly or not, letting their child develop bad habits. We need to do better. We can do better! We need to do it soon, as modern IT requirements become ever more complex. IT is in bad shape and it isn’t entirely our fault. IT has been left to make its own way with insufficient guidance, support and resources. If this continues, more IT departments will fail to enable their organisation to remain effective and competitive. We must help them out, and soon. Those who run and govern organisations have an accountability and responsibility to manage and govern IT, just as they do every other aspect of the enterprise. This is true in the public and private sectors alike. It is not a new message but only now is it catching on.

Follow Rob on Twitter @theitskeptic


Track 2 – CIO Forum

Find out how to apply a strong IT business strategic perspective from pioneering and innovative CIOs and leading industry experts.

Niel Nickolaisen

Bringing It All Together – Using Agile & Lean To Transform IT
Niel Nickolaisen, CIO, Western Governors University

Code: Beyond Beginner

The IT group at Western Governors University was under incredible pressure. They were tasked with driving innovation, producing significant improvements in operational performance and building credibility – and do this nearly immediately while handling a complete application refresh and dealing with rapid growth. To produce the desired results, the group took a four-pronged approach: they used Agile to improve project results while relying on Lean IT to improve internal processes. There was rigorous alignment to rationalize the portfolio and align the entire University and the monumental task of providing leadership built on a culture of trust. Was it worth it? Niel will tell you that it sure was. The cultural changes have been immense and the results are promising. Don’t miss this exciting case study focused on two of today’s most talked about topics – Agile and Lean.

Gary Case

Leading 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.

Every IT leader should know about Kotter’s 8-Step Model for implementing change!

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.

Laura Fucci

The 30-Day Quick Win Plan – Improve Something … Anything
Laura Fucci, CIO of Henderson NV, (former) CIO of Clark County

Code: General

Listed on Government Technology’s 2013 “Top 25 Doers, Dreamers and Drivers” listLaura is no stranger to rolling up her sleeves and getting the job done. In 2006 she took on the role of CIO for Clark County who had been practicing ITIL for two years. Much to her surprise, the organization still worked in silos and lacked a single, unified vision for IT. Laura will share how she and her team reignited the drive to improve customer service including the 30-day Quick Win Plan which further served to underscore Laura’s core belief that as a new CIO, you have to establish credibility and walk the talk. While at Clark County, she was also responsible for multiple initiatives to streamline county business with technology which resulted in not only improved customer service but multiple millions of dollars savings annually. Don’t miss this exciting opportunity to hear this story of changing culture and setting the tone.

Michael Keil

IT People Should Not Be In The Disaster Recovery Business
Michael Keil, Assistant Vice President IT Service Management Office, New York City Health and Hospitals Corporation

Code: Beyond Beginner

Join Michael as he re-lives the 2:30 a.m. phone call when he learned that four feet of Hurricane Sandy’s water was beginning to flood the lobby of his hot site data centre! You’ll hear why and how disaster recovery was not an option for his organization, which serves over 1.4 million New Yorkers each year. Michael will share details about how incessant preparations and testing were key to their stability. Working through availability risk assessments, business impact analysis and continuous testing scenarios, his organization had an inventory of knowns, which directed strategic decisions in the eye of the storm. Michael will challenge you to think: when the waters rise, is your IT department in disaster recovery or business continuity mode?

Wes Wright

The Power Of The Pyramid In Leadership
Wes Wright, Senior VP/CIO Seattle Children’s Hospital

Code: Beyond Beginner

During this session, Wes will share his basic leadership approach The Power Of The Pyramid In Leadership. Similar to Maslow's Hierarchy of Needs pyramid, the Pyramid of Leadership contains four layers, each one providing the foundation for the next level. Wes will explain how and why leaders must be competent at each layer before moving up to the next, or risking the pyramid to crumble causing the leader to back-slide. Wes will illustrate how he's used these fundamental principles successfully, not only at Seattle Children's Hospital, but also throughout a 20 year Air Force career.

Jack Probst

Cultural Transformation & Organizational Maturity
Jack Probst, Principal Consultant, Pink Elephant

Code: Beyond Beginner

Pink Elephant has developed a model which aligns organizational types (moving from a technology-focused organization to one which is value-chain focused) and their organizational readiness for ITSM processes necessary to be successful at each stage in the model. Many organizations struggle at times to understand the steps necessary to mature or transition from one stage to the next. Why is this critically important for senior IT managers to understand? Jack will tell you through real life examples based on his extensive experience as a Strategic Consultant, practitioner and Senior IT Executive. This workshop identifies: 1) each stage and their distinctive cultural significance, 2) how Senior IT Managers can clearly identify how to know if they have achieved the organizational stature to be successful at a given stage, and 3) the necessary process and organizational changes required to transition from one stage to the next.

Follow Jack on Twitter @jackprobst


Track 3 – ITSM Winner’s Circle

Learn from the best! Sessions in this track are presented by past winners of the Project Of The Year and Practitioner Of The Year awards.

Sarah Sentes

Together We Grow, Divided We Status Quo
Sarah Sentes, Manager of Executive Operations, University of Alberta, Academic Information & Communications Technology

Code: Beyond Beginner

Sarah’s organization is the 2012 IT Excellence Project Of The Year award winner. Nationally released reports cite the University as the second most diversified in Canada and whose IT expenditures exceeded most other Canadian universities. The University of Alberta designed, developed, and implemented eight ITIL aligned processes within nine months. Inspired by the words of Dr. Jonathan Schaeffer’s Together We Grow, Divided We Status Quo, the University’s Academic Information and Communication Technologies (AICT) department led the consolidation of 58 disparate IT units (11 units completed, 47 scheduled for the future) on campus. They were the first to immediately experience the benefits of ITSM and to showcase those benefits to the rest of campus. AICT’s 45,000 end users were impacted with greater service consistency, common processes and tools. Strategic changes have resulted in high levels of user satisfaction and transparency and the culture in AICT is now service focused. Join Sarah on this whirlwind tour of her team’s advances to create one unified university through IT consolidation.


Jeff Gorby

2003 Project of The Year Winner – A Decade Of Living, Learning & Relearning
Jeff Gorby, Enterprise Process Architect, Nationwide

Code: General

In 2003, Nationwide received the Pink Elephant Project of the Year award for their work on implementing several ITIL processes, resulting in a 75% or more improvement in the availability of each of their top Business Applications. Since that time, Nationwide has continued its ITIL journey by both increasing the number of ITIL processes implemented as well as continually improving the processes over time. But, it has not always been a smooth evolution. In this presentation, you will explore Nationwide's journey and discover their lessons learned about how to recover from a significant loss of governance and how to incorporate the continually evolving material of ITIL into an established operation. Jeff will also explain how to survive rapid organizational change, and how to tailor ITIL to fit in an IT model not based on ITIL. Don’t miss this session to share key metrics and results developed and evolved over these 10 years, and how they have been incorporated into Nationwide’s IT Culture.

Allstate
 

Multi-award winner, including the 2007 'Project Of The Year Award', Allstate Insurance Company has been on a multi-year journey through ITIL implementation and has gained numerous wins. At the conference, two senior IT managers are on hand to provide insight into what has made their ITSM initiatives hugely successful.

Patrick Soule

Getting Your Daily Dose Of C: Bringing Awareness & Value To Your C-level Leaders
Patrick Soule, Director, Infrastructure Services, Allstate

Code: General

Have you been knocking on the doors of the “C Suite” about ITSM and no one has answered? If so, you need to know how to bring your Officers and VPs in so that they understand the work and accomplishments of IT Service Management. You must gain leadership respect as well as visibility for the program by defining the metrics that matter the most to executives, frontline management, and those accountable for day-to-day operations. You may want to consider how a centralized reporting team providing decentralized metrics can enhance your overall availability, performance and support to the business and division CIOs.

Join this session to hear how Allstate has evolved and established regular meetings with their C-Level leaders for Change & Release, Problem Management and Operational Release Readiness. Understand what these leaders care about and how to put your accomplishments into words and numbers that get their attention and drive forward business results.

   

Cathy Kirch

Time & Motion For IT Service Management (ITSM)
Cathy Kirch, Process Architect, Allstate Insurance Company

Code: Beyond Beginner

Winner of the 2006 Practitioner Of The Year Award and 2011 Case Study Of The Year Award, Cathy Kirch returns to share her most recent adventure. It is said what is measured can be managed, or better stated, what is NOT measured cannot be managed. As ITSM advances, IT organizations move forward with processes, roles and technology with many employing multiple generations of tools. However, organizations are starting to question if they are actually repeating the benefits that have been targeted, realizing that it is time for ITSM initiatives to prove advancements within the technology space. Join Cathy, winner of the 2011 Case Study of the Year Award, as she shares her most recent adventure in engaging the Time and Motion Study business efficiency technique to improve and upgrade Allstate’s work systems. Cathy will reveal how to apply a Time and Motion Study to ITSM technology upgrades, maintenance modifications, and most importantly what areas to keep a watchful eye on. From this session you’ll walk away with examples of how a Time and Motion Study can be used within your own organization to determine if you’re actually getting the desired results.

Follow Cathy on Twitter @ckirch01

Joseph Gallagher

Top 5 Do's & Don’ts of RCA
Joseph Gallagher, Managing Director, Bank of New York Mellon

Code: General

Joseph has over 15 years experience working in the Problem Management and RCA (Root Cause Analysis) space. This includes time spent working at Deutsch Bank, winner of 2011 IT Excellence Project Of The Year. Joseph has worn many hats over the years including lead process owner, investigator, and analytical participant in five different organizations. In this presentation, Joseph will describe lessons learned , and the best practices he and his colleagues have implemented at BNY Mellon.

Bob Gribben

Winning Isn’t Everything…It’s Just The Beginning
Bob Gribben, Associate Director of Service Operations, Ohio State University

Code: Beyond Beginner

Ohio State University (OSU) is one of the largest universities in the US with over 64,000 students and faculty users. Bob and his team headed up the Incident Management Project which garnered OSU Pink Elephant’s 2010 Project of the Year win. Bob will share the next steps in OSU’s ITSM journey including how to determine which process to implement next. He’ll share the secrets of OSU’s success in staying the course through changes in senior management and discuss how to keep the momentum going, not just for current people and processes but for new ones as well. Don’t miss this opportunity to learn how an award-winning organization keeps progressing by moving forward.

Elaine Lauritzen

How Brigham Young University (BYU) Uses Configuration, Incident, Problem & Change Management In ITSM
Elaine Lauritzen, Managing Director, Production Services, Brigham Young University

Code: Beyond Beginner

What do “mature” ITSM processes mean? Elaine will show you. Former Practitioner of the Year award winner and a conference favorite, Elaine returns to share the continuing success of BYU’s ITSM program. She will share the details of the University’s ongoing efforts to improve IT service delivery by defining and documenting a holistic model of the IT service and analyzing incidents to identify trends. You’ll learn how BYU is conducting systematic diagnostics and cause/effect investigations to find the root cause, and then proposing changes to service components to improve the delivery of the IT Service. Don’t miss this opportunity peek behind the scenes of this process-mature organization and to learn from one of the most knowledgeable and seasoned IT leaders in North America.

Follow Elaine on Twitter @ElaineLauritzen


Track 4 – ITSM Project Management

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

Using Agile Improvement Methodologies To Focus On ITSM Quick Wins
Jack Probst, Principal Consultant, Pink Elephant

Code: General

Join Jack as he provides you with an overview of an Agile improvement approach to ITSM. If this is a new concept for you, or you've been introduced and want to learn more about it, then this is a must-attend session that may help take your process improvements to a new level of success.

Most organizations have what can be termed “Target Rich Environments” when it comes to finding opportunities to make focused improvements. Realizing results that matter does not always have to mean major change. While some organizations focus on major ITSM transformation projects, others would prefer to approach improvement from an iterative and gradual basis.

This session will look at how you can use Agile / SCRUM planning and improvement techniques to focus on rapid Continual Service Improvement (CSI) sprints to make incremental process improvements over time.

Follow Jack on Twitter @jackprobst

Olaf van der Vossen

Service Management At CERN- Not Just For IT Anymore
Olaf van der Vossen, Service Management Project Coordinator, CERN

Code: General

When you operate the world's largest particle physics laboratory, selecting a framework to improve Service Management across the entire organization (for both IT and non-IT activities) is no small feat. Olaf will share with you CERN’s three year success story, starting with the steps taken to convince the CERN community (comprised over half the high energy physics researchers in the world) of the need for Service Management, how the ITIL framework was selected and the construction of a unique business service catalog matrix structure. Olaf will also share details of the business service catalog structure that was accepted by the organization as a whole, how the catalog content was collected, and how they defined processes that fit all the services within the organization. Don’t miss the opportunity to hear this unique case study including the lessons learned and what the future holds for CERN’s organizational-wide Service Management process.

Mike Orzen

Introduction To Lean Project Management
Mike Orzen, Founder, Mike Orzen & Associates

Code: General

Formal Project Management is a process that’s used to successfully initiate, plan, execute, monitor, control, and complete projects using specific skills and tools. However, to be effective, project managers need to do more than apply the methods of formal project management. Join Mike, a conference favourite, to learn the core principles of Lean and Operational Excellence and how project managers can apply these concepts to deliver superior team performance and better meet the actual needs of the organization.

For an even more in-depth learning experience, participate in Mike’s Wednesday afternoon half-day workshop.

Follow Mike on Twitter @MikeOrzen

Lynda Frederick

The Little Engine Who Could: How The Little SunGard Team Accomplished A Big ITSM Rollout Fast
Lynda Frederick, Process Manager, SunGard

Code: General

Following a successful Change Management rollout in January 2012, SunGard set an aggressive goal for rolling out new Service Requests, Configuration Management, Incidents, Problems, and Knowledge Base to the business unit in only ten months. The core team responsible for planning, customization, testing, deployment, training, and roll-out consisted of only four people. In this session, Lynda will reveal how these four people were able to successfully roll-out these specialized ITSM processes to an end user base of 300 people, and on time. She will share SunGard’s approach of identifying and training coaches to support testing, training, and post-implementation support including use of technology. Running out of steam on your ITSM projects? Come learn the tangible ways that a small team can launch a big and successful ITSM roll-out in a very short timeframe.

Matt Borkowski

Rolling Out ITIL Across Multiple Locations
Matt Borkowski, Program Director – Service Management, BAE Systems, Inc.

Code: Beyond Beginner

As a highly qualified Project Management Practitioner, Matt will discuss the implementation of ITIL best practices at BAE System’s very large, multi-layered organization that employs 46,000 staff across multiple locations. You’ll learn what questions to ask and which key steps to undertake when faced with a rollout of this magnitude. You’ll learn about BAE’s assessment of their current position and what they envision for their future. Matt will walk you through how to create a vision/strategy statement and key considerations for creating the project plan. BAE Systems’ culture focuses not what they do, but how they do it. Come learn how focusing on the how lead them down the path of success.

David Ratcliffe

The Dragon’s Den Of ITSM! Or, How To Justify An ITSM Improvement Project To Executive Management
David Ratcliffe, President, Pink Elephant

Code: General

As a Senior Executive in a global IT services organization, David has a great deal of experience in assessing and validating plans presented by subordinates. He is well positioned to clearly describe exactly what the Executive Team expects to hear when asked for approvals, and he will pass on his valuable experience to help you gain the necessary go-ahead for your project.

David will begin by describing the check-list your bosses will always have in front of them as they start to evaluate any plans that require valuable resources (money, tools and time). But it’s not just the availability of resources that determines whether an initiative can proceed – it’s also the risk/benefit relationship and the likelihood for success. You will learn ALL the key criteria you need to address satisfactorily before your bosses will give their approvals. Specifically, David will describe the different requirements you will need to tackle for each of the “ITSM Dragons”: CEO; CFO; CIO. They all have a different focus, so it makes sense that they all have different needs! You will take away not only a check-list of critical success criteria, but also recommendations on HOW to present your vision and plans in ways which will minimize risk and maximize opportunities and benefits.

Read David's Blog http://blogs.pinkelephant.com/president

Follow David on Twitter @PinkerDavid


Track 5 – 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.

Frankie Blevins

Ridin' Out The Storms: Leveraging ITIL & ITSM For Business Continuity
Frankie Blevins, Manager, Business Continuity, Markel Corporation

Code: General

Business Continuity: It’s often only discussed after a natural or man-made disaster, when in fact it should be front and foremost before, during and after the event. Join Frankie as he shares with you this very real case study where ITIL/ITSM best practices were leveraged to enhance Markel’s Business Continuity Program. In the before phase, Markel’s Service Desk acted as the single point of contact for all activities, even re-educating associates on telecommuting options. In the eye of the storm, Frankie served as the Incident Manager. His ITIL experiences let him make quick and accurate decisions, focusing only on event-related issues. Problem Management, including Root Cause Analysis were used post-event on all high severity incidents. No one knows when the next disaster will occur. Come learn about Markel’s Business Disruption Event Management Process, and you may not have to reinvent the wheel.

Joseph Munoz

Starting Small & Preparing To Grow Tall
Joseph Munoz, Senior Technical Liaison Generalist, Pepperdine University

Code: Beginner

For small to mid-sized organizations looking to implement ITSM best practices, the challenge can sometimes seems daunting. Lack of senior level buy-in, little or no budget, and lack of resources can further hinder the project. Still, for those organizations willing to grow slowly into ITSM, it is possible. Join Joseph as he shares with you Pepperdine University’s first steps in moving towards process maturity. With a limited IT staff of 80 people, Pepperdine started out by looking for its weak spots. Joseph will reveal the five most critical weak spots, how they were prioritized and most importantly, how they were corrected. Don’t miss this opportunity to learn how this mid-sized university is growing into ITIL, one step at a time.

J. Paul Reed

Is Your ITSM Instrument Rated For 89,000 Deployments Per Day?
J. Paul Reed, Principal Consultant, Release Engineering Approaches

Code: General

As DevOps matures from craft, through trade, to a science, it's time to start working on distilling out how to make DevOps' implementation and the organizational transformation repeatable and predictable, across all kinds of environments. As part of that search, it is time to start looking at humanity's other "operational" endeavors and see what is applicable to DevOps. Paul will examine one of the largest operational systems built to date: the national airspace system. He'll reveal specific aspects of how controllers (operations teams) work with pilots (developers) to safely move millions of passengers (customers) every year, with an incident rate that would make any development shop jealous. In aviation, harsher, more crowded, and inclement conditions all require additional training: an instrument rating. Similarly, developers and operations teams buying in to "DevOps culture" is a great start, but it's often hard to nail down what that actually means. Paul will examine the specific behavioral and operational elements of this other complex system that has been tamed and look at what's applicable to implementing a DevOps culture within your own industry. Don't miss this opportunity to learn some of aviation's hard-learned lessons, and look at ways to leverage this knowledge, and avoid those classes of pitfalls.

Follow Paul on Twitter @SoberBuildEng

Troy DuMoulin

Dev&Ops: A Tale Of Two Tribes Under One Flag
Troy DuMoulin, VP, Research, Innovation & Product Development, Pink Elephant

Code: Beyond Beginner

For decades IT has had a split personality. On the one hand, Development Project groups have been charged with enabling business goals by focusing on innovation and creating new solutions that solve evolving business problems at the speed of need. On the other hand, IT Operations has been charged with making sure that the production environment is rock solid with everything under their control being: reliable, stable, secure and tuned to maximum performance. However, IT Governance describes both goals as the basis of Customer Value realization!

The DevOps movement as well as ITIL best practices recognize that no one will ever “win” this epic struggle, so it’s time to change from conflict to collaboration. This session will look at how to leverage the objectives of both DevOps and ITSM to achieve this seemingly daunting task.

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

Follow Troy on Twitter @TroyDuMoulin

Kevin Brown

Major Incidents – How Cogeco Cable Manages & Measures
Kevin Brown, Process Manager - Incident, Problem, Request, Cogeco Cable, Inc.

Code: Beginner

Cogeco Cable is the 11th largest hybrid coaxial cable operator in North America offering Digital Television, High Speed Internet and Telephony services to both residential and small business customers. In today’s data driven society, downtime is not an option. Service Level Agreements define the expectations of the ever-demanding customer and provider. Kevin will provide a high level view of the phases of the incident process at Cogeco Cable, and how this view provides more granular data for process owners to narrow in on the reason for a large Mean Time To Repair. You’ll learn not only how Cogeco Cable measures Major Incidents but also about the three temporary leadership roles which are needed during a Major Incident, including who should be in the roles and what the roles are responsible for. Does a major incident throw your IT department into a panic? Learn what your leaders need to do, to control the chaos.

Kim Donica

Plan, Build, Operate – The MetLife Way
Kim Donica, Assistant Vice President, MetLife

Code: Beyond Beginner

Kim will describe how her team implemented outcome-based Application Incident Management for Enterprise Application Development at MetLife. MetLife’s IT department moved to a “Plan, Build, Operate” model in 2009. Their “Operate” team was assembled from full-time employees and consultants from the application development teams. The team faced one of its greatest challenges with Change Management. Kim will reveal how MetLife worked with its supplier partner to implement an operations support team (Incident Management, Service Request Fulfillment) in an outcome-based model, resulting in cost savings, improved service and greater value-add to the business and IT partners. Don’t miss this opportunity to learn the importance of laying the groundwork, how to draw upon your staff’s deep knowledge, and how to ensure that the business is the focus of the program.

Gabriel Soreanu

Proactive Problem Management: What ITIL Didn’t Tell You
Gabriel Soreanu, Senior ITSM Consultant, Cisco Systems, Inc.

Code: Beyond Beginner

Proactive Problem Management is the most important process for reducing the number of IT outages. This session will present practical techniques and a governance model for implementing strong proactive Problem Management, used by forward thinking organizations such as Cisco and other global Fortune 500 organizations. This seasoned IT veteran will help you to understand what exactly proactive Problem Management is and why organizations are electing to use it. You’ll learn how to implement, measure and improve the process as well as best practices for proactive Problem Management. Drawing upon his wealth of experience from within the public and financial sectors, along with his Cisco experiences, Gabriel will divulge how to avoid the typical roadblocks encountered, which you may not have thought about. Thought you knew about Problem Management from your ITIL books? Gabriel will expand on this to leave you thinking about more!

Michael Gill

ITIL – You Can Take It With You
Michael Gill, Application Production Support Team Lead, Kaiser Permanente

Code: General

So you think ITIL is just for IT? “Not so”, says Michael, whose ITSM career has carried him from a 6,500 person software enterprise to a tiny life sciences “start-up” to an Application Support function in a 200,000 person health care firm. Michael will share how the skills and knowledge learned through ITIL can be applied to a variety of jobs (both in IT and business operations) in companies of all sizes. Michael will outline ways to apply ITIL framework to operations in very small companies, without spending a prohibitive amount of money, and the clear benefits of ITIL in anticipating growth and change by establishing business process-based support from the outset.

Karen Smith

Seven Keys To Service Level Management
Karen Smith, Service Level Process Owner/Manager, HCA Health Care

Code: General

Don’t miss this opportunity to learn how the nation's leading provider of healthcare services moves Service Level Management (SLM) forward while delivering value to the business customer. Karen will share real life examples to show how her organization has grown its SLM through: leadership, trust, internal and business relationships, streamlined documentation, monitoring and reporting. Whether just beginning your SLM implementation or looking to take it to the next level, this session will provide some fresh ideas and new perspectives. You’ll leave with practical strategies, renewed focus as well as an understanding of the value that Service Level Management brings to a winning team.


Track 6 – How-To ITIL Clinics & Workshops

These sessions, taught by 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 – it’s like getting free consulting!


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

Code: Beginner
   
Brian Newcomb How To Create ITIL Project & Process Management Roles
Brian Newcomb, IT Management 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 Why & How To Conduct An ITIL Process Assessment
Robin Hysick, Director, Product Management, Pink Elephant

Code: Beginner
   
Victor Mack How To Conduct Problem Management Root Cause Analysis
Victor Mack, IT Management Consultant, Pink Elephant

Code: Beyond Beginner
   
Brian Newcomb How To Create & Manage Successful SLAs & OLAs
Brian Newcomb, IT Management Consultant, Pink Elephant

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

Code: Beginner
   
Gary Case

How To Decide Which Courses Are Best For Which Roles & Develop Education Plans For ITIL Training
Gary Case, Principal Consultant, Pink Elephant

Code: General

Track 7 – CSI: There Is No Finish Line

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.

Gary Case

The Balanced Scorecard


The Balanced Scorecard
Gary Case, Principal Consultant, Pink Elephant

Code: Beyond Beginner

One of the most famous and popular business frameworks and books to come out of Harvard Business School is The Balanced Scorecard created by two academics – Dr. Robert Kaplan (a Harvard professor) and Dr. David Norton (president of Renaissance Solutions Inc). They suggest that people view organizations from four perspectives – not just one (a financial perspective), that is the tendency of so many senior managers. According to Kaplan and Norton, organizations should take a “balanced” view of strategic management, and planning, setting targets and aligning strategic initiatives. Their approach outlines a framework that not only provides performance measurements, but helps planners identify what should be done and measured. It enables executives to truly execute their strategies.

How does IT fit in? Not only will Gary describe The Balanced Scorecard framework and its components, he will also apply the teachings to IT and share ideas for the type of strategic planning and metrics that can be included that truly enables IT business integration.

Cindy Trudeau

Getting Results Through Formalized IT Process Governance
Cindy Trudeau, Director, IT Technical and Operational Services, Presbyterian Healthcare Services

Code: Beyond Beginner

Presbyterian Healthcare Services’ IT Department launched its formal IT Process Governance effort in 2013 with the goal to formalize ITIL. Cindy will share with you how Presbyterian Healthcare kick-started their process governance effort with a department-wide training initiative. She will explain how and when to form an IT Governance team, who should be part of this team and why. You’ll learn how to incorporate your ITSM roadmap with IT Governance and the relationship between continual service improvement and IT Governance. Don’t miss this opportunity to learn how a formalized IT Process Governance effort expedited Presbyterian Healthcare’s ITIL journey and created IT enterprise excitement, adoption and results.

John Fullilove

Implementing CSI Throughout The Service Lifecycle
John Fullilove, ITSM Program Delivery Manager, Presbyterian Healthcare Services

Code: Beyond Beginner

Deploying Continual Service Improvement (CSI) within an environment of various levels of process maturity can be plagued with many challenges. John will share with you how the CSI process was deployed within the appropriate process governance structures, and also which techniques can be used to gain support for approval and chartering of the CSI process. You’ll learn which methods were used and the requirements for establishing baseline measurements and metrics. In addition, you’ll learn about the people side of CSI; individual resource skills, behavior changes, organizational culture changes and process changes. This session will focus on the practical steps necessary to move from the CSI framework to an instantiated and operational process which will directly improve the Service Lifecycle.

David Wile

Why Doers Do


Why Doers Do
David E. Wile, Author, Iago Group

Code: General

Organizations understand that effectiveness depends on people, processes and technology. Many ITSM rollouts focus on sound process improvement and well-integrated technical toolsets and platforms. But what about the “people” factor? Most ITSM fiascos have poor human adoption as at least one root cause. In his book, Why Doers Do, David provides a measured approach to analyzing and improving human performance. A seasoned IT veteran with over 25 years of experience, David will introduce you to the E-T Model of human performance. As both a human performance technologist and an ITIL-certified lean six sigma black belt, David advocates for both the art and science of people management.

Follow David on Twitter @davidwile

Gary Case

What IT Managers Need To Know About CMM & Process Maturity
Gary Case, 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 breakout session.


Track 8 – Using Frameworks & Standards To Achieve Business Value

Lean IT, ISO, ITIL, COBIT, 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, and seasoned practitioners are on hand to tell you.

Julianne Journitz

How To Harvest Low Hanging Improvements
Julianne Journitz, Director of Client Services, Pomona College

Code: General

Pursuing some facets of ITSM process improvements can lead to feeling overwhelmed and stymied. Often you are presented with resistance and obstructions. Julianne will share with you the various methods used at Pomona College to improve services that were easy and sometimes surreptitiously assisted in winning hearts and minds to the cause of improvement. Pomona College, located in Claremont, CA is widely regarded as one of the premier liberal arts colleges in America. Drawing upon its culture and open mindedness, they employed techniques ranging from simple to complex to drive improvements; ideas ranging from acting techniques, post-mortem meeting engagements, staff development and engagement and other out-of-the-box ideas. Don’t miss this opportunity to learn how to engage your co-workers in the improvement process, how to assist them in finding their own improvement ideas and how to win with both improved morale and service.

Follow Julianne on Twitter @jjournitz

Tom Paider

On Time, Every Time, Within Budget & With Zero Defects – That’s The Nationwide Way
Tom Paider, AVP, IT Build Capability, Nationwide

Code: Beyond Beginner

In this interactive session Tom explores how Nationwide, one of the largest insurance and financial services companies in the United States, used Lean to create a next generation application development and maintenance framework. Hear how a grassroots “agile” movement was turbocharged by the implementation of Lean principles and tools such as A3 Thinking, standard work, Kaizen, and visual management. Delve into the implementation of a Lean management system that sustains and improves the gains already made and ensures teams can deliver on time every time, within budget and with zero defects. Join this session to hear why companies far and wide have made gemba trips to observe Nationwide’s success.

Follow Tom on Twitter @paidert

Martha Wenc

Cleared For Take-Off – How To Implement An ITIL-Centric Service Lifecycle Approach
Martha Wenc, ISS Processes Manager, Jazz Aviation Services

Code: General

Pink13’s Case Study of the Year winner returns to share with you Jazz Aviation’s next steps in strategically aligning IT with the business. Jazz is a regional airline that operates scheduled passenger service on behalf of Air Canada. Martha will share Jazz’s flight path for implementing an ITIL-centric service lifecycle approach. The plan, designed to extend service management throughout the organization is based upon Jazz’s ITIL accomplishments. Don’t miss this opportunity to learn how Jazz uses ITIL-complementary methodologies such as Six Sigma, PMBOK and Lean to ensure IT projects align with the organization’s business goals.

Anthony Krasinski

A Blueprint For Developing Proper Process Metrics
Anthony Krasinski, Section Manager, IT Service Management, Erie Insurance Group

Code: General

A conference favorite, Tony returns to show how to show the value of process through specific Critical Success Factors & Key Performance Indicators. The key to ITSM success is the proper balance between process efficiency and ease of use, while maintaining operational stability. Tony will share Erie’s requirements for process development, process management, organizational change management and process integration. You’ll learn how Erie’s IT team is responding to the Executive mandate of balancing process effectiveness with process efficiency. You’ll also walk away with great tips on how to present data to your Executives, using Erie’s traffic light method.

Joshua Smith

Expanding ITSM Beyond IT: Providing Real Value To The Business
Joshua Smith, IT Service Management Team Lead, Mohawk Industries

Code: Beyond Beginner

Today ITSM is more than just a solution for the Service Desk. It can benefit an organization as a whole. Mohawk Industries, the world's largest flooring manufacturer, with operations in North America, Europe, Asia, and Australia, has proven this with the use of its ITSM solution. Joshua will reveal the top features which can be used to improve the end user experience. Mohawk Industries chose to create an HR Center of Excellence where HR staff now track what employees are calling in about, surveys them to gauge satisfaction, and tracks changes and scans items into the employees permanent file. You’ll also learn how one business user utilizes the ITSM tool for their own Customer Service Center through key IT functions from within the tool, like CTI, Trend Analysis and Notifications to greatly improve the End User experience.

Follow Joshua on Twitter @SmithITSM


Track 9 – Pink Think Tank

IT Service Management is at a cross-roads. The pace of change of the IT sector is accelerating. We are moving into a brave new world where we lose control of most IT assets; data is hosted, systems are outsourced, users are empowered to self-provision. It is a generally held belief that in future, the role of ITSM will be to govern, integrate, manage, monitor and improve IT operated by external parties. With ITSM being called on to change and change quickly, Pink Elephant is proud to move this discussion forward by bringing together some of the world’s leading ITSM thinkers to form the Pink Think Tank. The Pink Think Tank will gather prior to Pink14 to consider some of the toughest questions in ITSM. They will present their results to you at the Pink14 conference, as well as contributing their expertise with sessions of their own choice in a Luminary Stream.

Never before has there been such a gathering of ITSM minds to work together. Pink Elephant is proud to facilitate this contribution to the advancement of ITSM. Be at Pink14 to be part of it yourself!

Jack Probst

Rob England

Troy DuMoulin

Facilitated By Jack Probst
itSMF USA President, Principal Consultant, Pink Elephant, USA
Rob England
Author, Managing Director, Two Hills Limited, New Zealand
Troy DuMoulin
VP, Research, Innovation & Product Development, Pink Elephant, Canada

Charles T. Betz

David Cannon

Karen Ferris

Charles T. Betz
Director of Strategy & Innovation, Signature Client Group, AT&T Global Business Services, USA
David Cannon
ITIL Author & VP, I&O Consulting, Forrester Research, USA
Karen Ferris
Director, Macanta Consulting, Australia

Rodrigo Flores

Charles Araujo

James Finister

Rodrigo Flores
ITIL & ITSM Author, Managing Director, ACP, Accenture Cloud, USA
Charles Araujo
Founder, The IT Transformation Institute, USA
James Finister
European SIAM Lead, Tata Consultancy Services, UK


Karen Ferris

Balanced Diversity – A Portfolio Approach To Organizational Change
Karen Ferris, Director, Macanta Consulting

Code: General

Successfully embedding change into an organization is one of the biggest challenges faced whether the change be in organizational structure, processes, people, geography or technology. There is large amount of material that has been written on the subject, and many people have made a career out of writing books helping to lead, manage and achieve successful organizational change transformations. So, why is it still such a challenge and how can we overcome the obstacles in the way?

Come learn about the adoption of a new and innovative framework, which provides a portfolio approach to embedding change. This is ground-breaking technique that will ensure that change becomes part of the fabric of the organization. This framework provides a balanced approach using a wide range of practices. It is the adoption of a diverse set of practices within a balanced portfolio - (A Balanced Diversity) - that is required to achieve sufficient penetration and traction, ensuring successful organizational change. The framework can be used for strategic, tactical and operational change of all sizes and complexity. Not convinced this approach is right for your organization? The IT Skeptic rates Balanced Diversity as one of the most important ITSM books. Ever! Period! And who’s to argue with the IT Skeptic?

Follow Karen on Twitter @Karen_Ferris

Charles T. Betz

Semantics Matter: How Mental Models Determine The Possible
Charles T. Betz, Director of Strategy & Innovation, Signature Client Group, AT&T Global Business Services, USA

Code: General

IT Management, like any other profession, has developed over time a set of conceptual structures that set expectations and powerfully define the "possible." Charles will briefly cover the development of mental models in industry and IT specifically and then turn to a number of fundamental concepts we may "know" to be true in IT management:

"Change vs Stability"
"Development vs Production"
"Change vs Incident vs Request"
"Plan vs Build vs Run"
"Project vs Process"

The discussion will cover interesting counter-examples, question whether in fact these structures are still useful in an age of increasing IT agility, and present some alternatives.

Follow Charles on Twitter @CharlesTBetz

Charles Araujo

The Rebirth Of The IT Artist
Charles Araujo, Founder, The IT Transformation Institute

Code: General

Over the last couple of decades, we have used "best practices" as a blunt weapon to beat IT professionals into the submission of routine. All in the name of efficiency and discipline. But deep down, IT professionals are a very creative breed. We love to explore, experiment and create. We are entering a time in the IT industry where those very characteristics will once again be the currency of the realm. We are about to experience the rebirth of the IT "artist".

Based on his book, The Quantum Age of IT: Why Everything You Know About IT is About to Change, Charles will explain the changes occurring in our industry and how they will lead to a need for IT professionals to rediscover their creative side. He will describe the three steps to creating a culture of creativity and what you can be doing right now to put this to work in your own career. Thinking of an IT professional as an "artist" may seem a foreign concept. With this fun and engaging presentation, Charles will help you discover the true "artist within" and how unleashing it may be the secret to your breakout success in the years to come.

Follow Charles on Twitter @charlesaraujo

Rob England

Slow IT: Meet in the Middle (MitM)
Rob England, Author, Managing Director, Two Hills Limited, New Zealand

Code: General

The IT Skeptic returns to stir things up a bit and to explore a revolutionary trend that he’s seeing in IT.

We had slow food decades ago. Now we are seeing slow business, and now the Skeptic hopes we will see slow IT! What is slow IT? Rob says that MitM is a tactical response to IT overload. The enterprise will be more inclined to respond to IT’s appeals for slow IT, to a more measured approach to changing our service portfolio, if IT shows a willingness to adapt by doing some "fast IT" in return (i.e. by speeding up delivery of those changes). In other words, if the business slows down on what they rain down on IT, IT will speed up and deliver what is asked. Give IT some room to breathe and Rob believes IT will improve on deliverables. Rob will describe how IT and the enterprise must meet in the middle.

Follow Rob on Twitter @theitskeptic

Troy DuMoulin

Leveraging COBIT® 5 To Enable Service Orchestration & Effective IT Governance
Troy DuMoulin, VP, Research, Innovation & Product Development, Pink Elephant

Code: Beyond Beginner

Does your IT Governance model provide you with a detailed value stream approach to business value generation, or is it merely a high level policy compass without a map?

This strategic session will look at the practical outputs of IT Governance and how to establish an overall IT Operating Model linked to the execution of specific IT management processes and frameworks. Without this explicit linkage it is very difficult, if not impossible, to express how improvements in IT management practices such as Change Management support business objectives. This executive session will explain how to leverage and integrate best practice frameworks such COBIT, ITIL, ETOM, and CMMI to effectively establish a practical governance model.

Follow Troy on Twitter @TroyDuMoulin

David Cannon

Surviving The Business Apocalypse – Why Your State-Of-The-Art ITSM Implementation Just Won't Cut It
David Cannon, ITIL Author & VP, I&O Consulting, Forrester Research

Code: Beyond Beginner

Well, we did it. We put technology into the hands of our users and even general consumers, and what happened? They started using it in ways that we didn't even think about. Now consumers want more, something better and different. Automation is not enough, they want innovation – and they're getting it. But not always from their IT department.

The Business Apocalypse is the ultimate "IT Shadow". It's what happens when the business sees their IT department as the janitor of commoditized computing resources. When the real work of technology is embedded in the business unit itself and IT is just another potential source of raw processing capability is when we have an issue.

So what is the biggest innovation in ITSM that will help the IT industry respond to this demand? It's not a new way of using technology to increase competitive advantage; it's not even a new way of demonstrating the value of the millions of dollars that we've spent so far. It's a way of using the cloud to do exactly the same things we've been doing for 20 years with IT Operations, Incident, Problem and Change Management. Oh, and throw in a Service Catalog to make it customer focused – but under no circumstances change the way we think about IT. The latest innovation is a sure way to hasten your way to obscurity. Escape now, and learn some basic weapons to survive the Business Apocalypse.

Follow David on Twitter @itilso

Jack Probst

Pink Think Tank Power Session
Facilitator: Jack Probst, Principal Consultant, Pink Elephant

Code: General

Participate in this very unique and interactive session with some of the world's most respected and greatest ITSM minds – all on the same dynamic panel! Here's your opportunity to listen to Pink's Think Tank luminaries and get first-hand results of their "power session" held before the conference.

Follow Jack on Twitter @jackprobst

James Finister

"SIAM” – Where Or What is it?
James Finister, European SIAM Lead, Tata Consultancy Services

Code: General

Service Integration And Management (SIAM) and Multiple Supplier Integration (MSI) are hot topics in Europe and moving to front-of-mind in the North American outsourcing market. Yet the true street-level understanding of this topic, and the significant cultural challenges it presents, is foggy at best for IT practitioners. Like the popular Rodgers & Hammerstein musical, The King & I, about Anna and the King of SIAM, this session will clearly show that book learning and theoretical knowledge is not enough to navigate this murky environment and achieve the results we need. It is only by immersing oneself completely and in possibly unpleasant situations, that can you truly embrace the benefits of this outsourcing strategy. If you’re not a fan of musicals, don’t worry – James will have you humming along as he pulls specific, pertinent and valuable SIAM lessons directly from the musical’s score. This session is a first in Pink conference history.

Follow James on Twitter @jimbofin

Rodrigo Flores

My aaS Is On The Line, But There’s No One Here From ITSM
Rodrigo Flores, Managing Director, ACP, Accenture Cloud

Code: General 

Help! It’s so cloudy that I can’t even see the ITSM folks. Are they even here? Join Rodrigo, a visionary in the cloud community, as he comments on the lack of ITSM focus in the cloud space. He’ll reveal how IT, within a consuming organization needs to change in order to own, assure, monitor and measure Cloud resources. You’ll learn how ITSM practitioners should be involved and what you need to take into account to incorporate cloud technologies into your management practices. Feeling uncertain about your next steps into the cloud? Don’t miss this opportunity to hear from one of the Pink Think Tank luminaries, and one of the industry’s leading cloud experts.

Follow Rodrigo on Twitter @RFFlores

Rob England

Pink Think Tank Summary – What They Really Talked About Behind Closed Doors
Rob England, The IT Skeptic

 Code: General 

“It is a generally held belief that in the future, the role of ITSM will be to govern, integrate, manage, monitor and improve IT, and be operated by external parties.” This statement is the jumping-off point for the Pink Think Tank (PTT), held on the weekend before the conference, where industry luminaries will gather to discuss, dispute and dispel. Join Rob and his fellow PTT colleagues as they present their findings, including practical, actionable advice on how to deal with multi-sourced value chains for services.

Follow Rob on Twitter @theitskeptic


Track 10 – 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.

George Spalding David Mainville DanLee Jon Ryman Elaine Lauritzen  


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

Facilitated By: George Spalding, Executive VP, Pink Elephant

Panelists:
David Mainville, CEO & Co-Founder, Navvia,
Dan Lee, Senior Product Line Director, GoToAssist, Citrix,
Jon Ryman, Senior Sales Engineer, EasyVista &
Elaine Lauritzen, Managing Director, Production Services, Brigham Young University

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!

Tammy Whited

BYOD – How Fermilab Stays Secure Even With Thousands Of Personal Device Users
Tammy Whited, Service Manager & Department Head in the Office of the CIO, Fermilab

Code: General

Fermilab is America’s premier national laboratory for particle physics research. Each year Fermilab welcomes thousands of scientists from universities and laboratories around the world to its open campus, to collaborate on experiments at the frontiers of discovery. Fermilab’s open campus allows these individuals to bring their own device (BYOD), obtain access to the guest network and if authorized to the Fermilab system resources. Recently, Fermilab has expanded the service to include access to virtual workstations, allowing managers to provide access to Fermilab resources quickly for new employees, users, summer students and interns. Tammy will share with you details of their BYOD service, how it helps Fermilab and how the service is supported. If your organization is struggling with BYOD, don’t miss this opportunity to hear about lessons learned and planned service improvements at the place where the world’s scientists solve the mysteries of matter, energy, space and time.

Joseph Gallagher

2-Speed ITSM
Barclay Rae, Consultant, Barclay Rae Consulting

Code: General

Read any IT journal today and you’ll come away believing that today’s IT organization is all about fast IT deployment and faster than the speed of light ITSM implementations with little or no regard for best practice methodologies or frameworks. Yet walk through the doors of many IT departments and you’ll find quite the opposite – little or no social media, no BYOD policy and even no Cloud. Does their dedication to the tried and true of the past mean they’re bound for extinction?  Not so, says Barclay.  Don’t miss this thought-provoking session where Barclay will challenge the notion that first and fastest is not always the best.

Follow Barclay on Twitter @barclayrae

Judy Batenburg

How Starz Stopped Worrying & Learned To Love BYOD
Judy Batenburg, VP, IT Infrastructure & Operations, Starz Networks

Code: General

Starz Networks, a premium movie and original programming entertainment service provider, faced an explosion of mobile devices in their enterprise. Through a process of trial and error, a mobile strategy was developed and executed to manage their device diversity. This strategy, which included a new BYOD (bring your own device) option, along with the implementation of a Mobile Device Management (MDM) platform, significantly decreased the complexity and cost of their environment, while improving device manageability and customer satisfaction. In this session, Judy will review Starz’s strategy, process and implementation, giving you specific examples that you can use and learn from.


Track 11 – 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.

Darren Williams

ITSM: The Move To Mobile
Dr. Darren Williams, Vice President & General Manager, Service Management, Absolute Software

Code: General

Mobility has empowered employees to work from any device and any location, adding value across the business. To service this mobile workforce, the IT team must also leverage this technology, no longer can they be tied to their desktop. Native mobile applications allow technicians to go to where the customer is, with relevant information at their fingertips, resulting in a superior level of service. This move to mobile, allows IT to keep up with the business. Join Dr. Williams as he shares how ITSM can support the move to mobile and empower IT, the business and employees. Dr. Williams is a regular contributor to ComputerWorld, his posts can be viewed here: http://blogs.computerworld.com/user/darren-williams

David Mainville

Making Space For ITSM
David Mainville, CEO & Co-Founder, Navvia

Code: General

Debussy once said, “Music is the space between the notes”. It gives the listener time to reflect, to fill in the gaps with what’s important. This analogy holds true for IT Service Management as well. Service Management is what should happen between these ITSM conferences. However, a common theme amongst practitioners is that it’s often hard to implement the best practices we’ve learned once we get back to our busy lives. We have great intentions to create our Service Management masterpiece, but we get caught up in the noise of our daily work lives. We never seem to be able to implement those best practices and techniques we’ve learned from our fellow practitioners. Join David for this early morning breakfast session and learn how make space for your service management program so you can keep the ITSM music alive all year long.

Follow David on Twitter @Mainville

Chris Dancy

Troy DuMoulin

LIVE – Practitioner Radio
Chris Dancy, ServiceSphere &
Troy DuMoulin, VP, Research, Innovation & Product Development, Pink Elephant

Join Chris and Troy for the most popular IT Service Management radio broadcast in the industry! Normally the broadcast is recorded, but this episode is the only live, in-person engagement this dynamic duo records together. Always informative and educational, don’t miss out on this one of kind breakfast club session.

Follow Troy on Twitter @TroyDuMoulin

Follow Chris on Twitter @ServiceSphere

Jason Hopwood

Leveraging IT Resource Performance Management To Increase IT Performance
Jason Hopwood, Senior Business Solutions Consultant, Axios Systems

Code: General

In the 2013 Gartner ITSSM Magic Quadrant, Information Technology Resource Performance Management (ITRPM) was introduced as the new, game-changing technology in the ITSM industry. Flexible interaction is quickly becoming an expectation in the workplace, putting pressure on IT departments to change how and when they engage with end users in order to meet demand and stay relevant. ITRPM can facilitate this. IT departments must now be prepared to consistently innovate to deliver social communications in order to increase IT performance and end user satisfaction. In this exclusive presentation, you will learn the answers to the questions on everyone’s mind: 

  • What is ITRPM?
  • How does ITRPM relate to social IT?
  • What does it mean for the IT user?
  • What does it mean for the end user?
  • How can ITRPM increase IT performance and end user satisfaction? 

Vance Brown

The Death Of Laptops: The Promise & Challenge Of The New Mobile Based Platform
Vance Brown, President & CEO, Cherwell Software

Code: General

With tablet sales expected to double by 2016, organizations must come to grips with employee demands to bring their own devices into the workplace. Even though allowing employees to bring their own devices would reduce mobile costs and boost employee satisfaction, IT is still faced with the challenging task of supporting countless devices and securing corporate data. Don’t miss this session with Vance to learn how to leverage mobile devices to improve service delivery and demonstrate IT’s business value. You’ll learn what to consider and include in a BYOD (bring your own device) policy along with how to address security threats. Best of all, you’ll learn how service desks can manage expectations for support AND keep customers happy.

Follow Vance on Twitter @vancebrown

David Wagner

Optimizing The Software Defined Data Center (SDDC)
David Wagner, Advocate, TeamQuest Corporation

Code: General

Abstract: Virtualization and Cloud technologies are accelerating the abstraction of today's Data Centers, offering the potential to significantly increase agility, time to market and business value. But the additional complexities of completely virtualized and abstracted processing, storage and network technologies create multiple challenges for ensuring continued successful performance (minimizing service risk), and for optimizing total resource capacity (minimizing service cost). This presentation will discuss these various opportunities and challenges, as well as show specific examples of how simultaneous optimization of cost and service performance can be achieved during ramp up and adoption of SDDC.

Follow David on Twitter @DavidWagner16

Dave Howard

How To Become An Organizational Superman In 120 Days
Dave Howard, IT Professional, Migration Technologies

Code: General

Join Dave as he talks about moving from a mild mannered reporter to an ITSM superhero. It’s apparent that the traditional IT operating model of delivering IT to the business, in the form of bundled capabilities and assets, is wearing thin. What IT traditionally engineered, built, owned and operated can now be bought from many sources more easily without inheriting the specific risks including: ownership, support, building and managing an operating infrastructure. The dynamics for how IT manages itself, and works with the business, is transforming from “engineer-to-order” to service integration. Don’t miss this opportunity to preview a comprehensive 5-step approach that quickly assembles the services, costs, strategies and establishes a sound decision base. This effects the transformation from a “non-valued commodity” operation, to a “services-centric” strategic business partner that is valued by the business.

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.

Follow Rich on Twitter @rp2ITIL

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 Wednesday morning, 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.

Jack Probst

The Phoenix Project: A Novel About IT, DevOps & Helping Your Business Win
Jack Probst, Principal Consultant, Pink Elephant

Code: General

The Phoenix Project is an allegory of the trials and tribulations of an IT organization responding to the challenges of critical business projects. Through the story line, key principles are discussed that are highly relevant to all IT organizations. The authors weave together a wide variety of disciplines (DevOps, Lean, Six Sigma, Theory of Constraints and ITIL) that crafts a compelling approach to managing the lifecycle of IT services. The characters of the book tackle: the challenges of setting priorities for customer needs, effectively managing the environment to meet tight and mission critical deployment dates and maturing the operations space. Join Jack, as he explores the principles and practices developed/implemented within the book while he provides a context for implementing these practices within your IT organization.

Follow Jack on Twitter @jackprobst

Jack Probst

Gary Case


IT Leadership Roundtable Discussions – How To Successfully Lead Change
Moderated By: Jack Probst, Principal Consultant, Pink Elephant (Tuesday Morning)
Moderated By: Gary Case, Principal Consultant, Pink Elephant (Wednesday Morning)

Code: General

A specialized session specifically designed for IT leaders to focus on the challenges faced today when trying to influence others to embrace and execute change successfully. Subjects will include communication strategies to keep your organization engaged, the types of communication required for Service Management deployments, tips for engaging initial support and ideas to keep teams informed and engaged from initiative kickoffs through deployment.

Follow Jack on Twitter @jackprobst

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

Code: General

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).

Brian Newcomb

What IT Managers Need To Know About Lean Management
Brian Newcomb, IT Management Consultant, Pink Elephant

Code: Beginner

In this overview, Brian 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 a Breakfast Club.

Follow Brian on Twitter @BrianNewcomb

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 as a Breakfast Club session.

Chris Dancy

It’s Not Self-Service If It Actually Empowers People
Chris Dancy, Director In The Office Of The CTO, BMC Software

Code: General

Always on the leading edge and a conference favorite, Chris returns to challenge the conventional thinking of Self-Service. Self Service was a menology that served us well when we didn’t have electric cars. Assistance served us well until we had driverless vehicles. Now in 2014 people have a different relationship to technology. In 2014 people are enabled by technology, it’s an extension of their nature and personality. Creating information platforms disrupts the enterprise and brings about a cultural revolution. Stop building portals, instead start empowering contemplative technology.

Follow Chris on Twitter @ServiceSphere

Peter Hepworth

Frances Scarff

The ITIL Roadmap: Driving ITIL Forward
Peter Hepworth AXELOS CEO &
Frances Scarff AXELOS Product Development Director

Code: General

AXELOS has been listening to the community and taken everything on board to set priorities for the short and medium term. These are shown on the ITIL Roadmap. But that is not the end of the story: given the need to drive quality, innovation and growth AXELOS is looking for more feedback so it can continue to refine the Roadmap. During this session AXELOS will explain the Roadmap and the thinking behind it. This is also an opportunity for you to tell AXELOS what you think of the topics and priorities.

Mark Levy

How To DevOpsify Release & Deployment Management
Mark Levy, Release Management Evangelist, Serena Software

Code: Beyond Beginner

To “DevOpsify”? Come to this session to hear practical ways to apply DevOps principles to enterprise Release and Deployment Management processes. Release and Deployment is simply planning, scheduling and controlling the movement of releases to test and live environments. Sounds easy right? Not quite! These processes traverse across many organizational silos that use different techniques and tools. IT organizations are under pressure from the business to deliver higher quality releases faster, so they’re adopting agile development methodologies and continuous integration as the first logical steps to satisfy this “need for speed”. Unfortunately, they’re just pushing the bottleneck further along the “path to production”. Lack of control of the release process, poor collaboration amongst teams and manual deployments leads to poor quality releases at a high cost to the business. Join Mark as he shares compelling process improvement suggestions, solution examples and customer case studies to make DevOpsification real!

Jennifer Wels

Need To Ensure Your ITSM Transformation Project Is A Success? Be A Superhero!
Jennifer Wels, IT Management Consultant, Pink Elephant

Code: General

The do’s and don’ts of becoming a superhero align with the do’s and don’ts of designing a successful transformation project. In this session, Jennifer will discuss how the major elements of becoming a superhero enable the creation of a transformation project that is destined for success. This session focuses on: identifying the type of superpower you want to become, how to choose your superpowers and even how to choose your weakness. You’ll learn the importance of selecting your superhero name, how to create your story of origin and the art of mastering your secret identity. Please note – superhero capes and masks are not required for this session!

Corey Thornock

IT Transformation At Intermountain Healthcare – Moving From Vision To Reality At The Speed Of Business
Corey Thornock, Director, IS Service Management, Intermountain Healthcare

Code: Beyond Beginner

The faster technology evolves, the less patient we become. For IT, this means eliminating inefficiencies, introducing automations, and delivering user experiences in line with what business consumers receive in their private lives. Join this session and listen to the captivating journey Intermountain Healthcare began towards Enterprise IT Transformation – which included integrated demand management, application portfolio management, project management and service management – and how they made it a reality. Find out how they progressed along the way, where they are now and where they are going with their transformation.

Follow Corey on Twitter @CoreyThornock

Troy DuMoulin

Benchmarking User Group Information Session
Troy DuMoulin, VP, Research, Innovation & Product Development, Pink Elephant

Code: General

A few years ago, Pink Elephant facilitated a very successful benchmarking user group that enabled similar organizations to collectively establish a trusted environment for sharing information, lessons learned and benchmarking data. The group met several times a year and hosted monthly conference calls with group members driving the topics.  Data such as number of incidents processed, incidents resolved within SLA and first call resolution, was captured and anonymously provided to ensure member confidentiality. Sound intriguing? Pink is re-establishing this service in the near future and is looking for interested organizations who wish to participate. Join this informal meeting to hear more about the proposed approach and to have the opportunity to share your thoughts and ideas.

Follow Troy on Twitter @TroyDuMoulin


Track 12 – Discussion Forums

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, Q&A panels, and focus groups to learn how others have tackled the ups and downs of ITIL and ITSM projects, and IT improvement initiatives.

Gary Case Christopher Dean Brian Reed Doug Wales
 

 

The Biggest Challenges Of Implementing Major Change & How To Overcome Them
Q&A – Panel Discussion

Facilitated By: Gary Case, Principal Consultant, Pink Elephant

Panelists:
Christopher Dean, CEO, PureShare, Inc.,
Brian Reed, Chief Product Officer, Boxtone &
Doug Wales, Director, Costco

Code: General

Leading others through major change can be a daunting task! But there is a right way versus a wrong way to go about it, and Gary and his team of seasoned experts will tell you. Come armed with your questions and most pressing issues, and the panel will share invaluable do’s and don’ts you won’t find in any certification course!

Troy DuMoulin Chris Pope Cathy Kirch Ian Clayton
 

 

Service Management Roles
Q&A – Panel Discussion

Facilitated By: Troy DuMoulin, VP, Research, Innovation & Product Development, Pink Elephant

Panelists:
Chris Pope, Sr. Director Product Management, ServiceNow,
Cathy Kirch, Process Architect, Allstate Insurance Company &
Ian Clayton, SVP Operations, G2G3 (Americas)

Code: General

The adoption of IT Service Management principles and processes which span traditional IT silos and organizational structures represents significant change for most organizations. However, establishing new Service and Process Governance and roles is a critical success factor for your ITSM improvement initiatives.

Within ITIL there are many roles that help to focus others on, and manage key process for the delivery of effective and efficient IT services. These roles include Process Owners, Business Relationship Managers, an emerging concept of a Service Management Office and various process specific roles, etc. In this revealing panel discussion, ITIL practitioners and industry consultants will discuss the importance of these roles and why you should consider them, and best practices for assigning responsibilities and accountabilities.

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

Follow Troy on Twitter @TroyDuMoulin

Follow Cathy on Twitter @ckirch01

Anil Dissanayake Malcolm Fry John Presteridge Caroline Marlow
 

 

IT Business Alignment
Q&A – Panel Discussion

Facilitated By: Anil Dissanayake, Director, Professional Services, Pink Elephant

Panelists:
Malcolm Fry, Cherwell Software Ambassador, Cherwell Software,
John Prestridge, VP of Marketing & Products, Sunview Software &
Caroline Marlow, IT Sr. Director, DynCorp International

Code: General

For many years, there has been an ongoing debate about IT and the business. Recently, pundits have started to preach that IT is the business, and that using “and the business” to convey the impression of two separate entities is counterproductive, and wrong. How is IT positioned in your organization? What are others doing to create a strong partnership between IT and corporate business processes? How do the teachings in ITIL’s Service Strategy book help us in practice? Join this panel of senior IT managers and IT experts to better understand the critical success factors.

Mark Smalley

“You’re Seeing Someone Else, Aren’t You?” – The IT Department In A Ménage à Trois
Mark Smalley, IT Paradigmologist, ASL BiSL Foundation

You’ve had your suspicions for a while but now you know for certain. Your so-called partner in the business is dating Software as a Service floozies. Plural. As even one wasn’t bad enough. What’s wrong with me? Are my Configuration Items sagging? Do my Services look too big in this Catalog? Don’t you love me anymore?

This presentation explores the shift in relationships that commoditization of IT has triggered. IT Departments are under pressure from two sides. On the supply side from multiple external service providers that are encroaching into the IT Departments’ space and eroding jobs. And on the demand side from the business that is claiming a more dominant role and is engaging external service providers directly, but that at the same time is struggling with their new responsibilities. This triangular relationship is disruptive. Do you ignore it and run the risk of being relegated to just keeping the legacy lights on? Or do you embrace it as an opportunity? But how can you reposition yourself to create optimal added value? And what competences do you need to develop?

This presentation is interlaced with polls and discussions, the results of which will be published in a follow-up paper.

George Spalding Jason Hopwood Andrew Harsch Ed Saucier
 


Is The Service Desk Dead?
Q&A – Panel Discussion

Facilitated by: George Spalding, Executive VP, Pink Elephant

Panelists:
Jason Hopwood, Senior Business Solutions Consultant, Axios,
Andrew Harsch, Director of Portfolio Marketing, Unisys &
Ed Saucier, Senior Manager, Sandia National Laboratories

Code: General

Companies all over the web are foregoing traditional live phone support in favor of self-service portals for end customers. Crowdsourcing support using Google & Bing is on the upswing and moving quickly into the mainstream even at large corporations. Tool vendors and large organizations are being squeezed on both ends because the baby boomers still want traditional live support while the millennials prefer to solve their issues on their own. So…where does that leave us? Recent articles and speeches have stated that the Service Desk is dead unless it refocuses and re-purposes itself into an innovation support role that LEADS the business into new capabilities utilizing technology. In this panel we’ll hear several different points of view, including yours.

Follow George on Twitter @gspalding11

George Spalding

Look, It’s The IT Museum… No, Wait! That’s Our Data Center
George Spalding, Executive VP, Pink Elephant

Code: General

How are the generational issues changing today’s enterprise and, more importantly, tomorrow’s IT? Personal clouds, BYOD, social media, crowdsourcing, texting real-time, total mobility, etc. are all part of the normal, day-to-day reality of the digital natives – at HOME. While on the other end the baby boomers are tied to their email and laptops trying to keep up. Today’s enterprise has at least 3 distinct generations in the workforce that come with substantially different cultural norms and biases. Each one has a unique relationship with technology as well. Come spend an hour with our Chief Baby Boomer, George Spalding, as he examines the impact of the millennials and Gen Xers on the IT department of tomorrow.

Follow George on Twitter @gspalding11

Chris Dancy

Contextual ITSM & The Next Wave Of BYOD
Chris Dancy, ServiceSphere

Code: General

Chris is back with another of his always engaging, provocative and thought-provoking presentations.

IT has evolved to become IS, and with this change information systems have become contextually aware. Context is based on many factors that change the support dynamic. The most aggressive use case of IS context is location. Location changes the types of FAQ's a user may ask, changes the way a field tech carry's out his/her daily routine. Technology today is enabling a new breed of services that bring valuable data, tools and metrics that dramatically change the world of support.

Chris is on hand to highlight the five key drivers to location aware support, review the metrics that drive knowledge workers when assisted by contextual aware devices and data, and he’ll also profile the top 10 ways you can use location in your support organization today.

Follow Chris on Twitter @ServiceSphere

Peter Hepworth

Frances Scarff

Putting The Community At The Heart Of ITIL
Peter Hepworth AXELOS CEO &
Frances Scarff AXELOS Product Development Director

Code: General

AXELOS is a new joint venture company, created to run the ‘Best Management Practice’ portfolio, including ITIL and PRINCE2. AXELOS’ goal is to nurture best practice communities, both in the UK and on a worldwide scale, establishing an innovative and high quality, continuous learning and development destination that is co-designed by and co-created for those who use it. During this session AXELOS will explore the AXELOS Onion and demonstrate how you can contribute, share the community requirements for an AXELOS interactive portal and look for feedback on community initiatives and their interaction with ITIL. Discussions will include – the relevance of the Service Management manifesto and the ‘Taking Service Forward Initiative’. Don’t miss this opportunity to voice your opinions!



Track 13 – Half-Day Workshops

Only at Pink! Choose from one of the many half-day workshops ranging from operational to strategic in focus.

Mike Orzen

Introduction To Lean Project Management
Mike Orzen, Founder, Mike Orzen & Associates

Code: General

Formal Project Management is a process that’s used to successfully initiate, plan, execute, monitor, control, and complete projects using specific skills and tools. However, to be effective, project managers need to do more than apply the methods of formal project management. In this session, you’ll learn about the characteristics of Lean project management, and how Lean principles complement the strengths of traditional project management. Topics covered will include the core concepts of Lean that every Project Manager and leader should know, and overviews of PMBOK and Agile PM, including their strengths & weakness and how to use them effectively. You’ll also come away with a greater understanding of how Lean Project Management brings all the pieces together to drive more effective Project Performance.

Follow Mike on Twitter @MikeOrzen

Troy DuMoulin

ITSM Strategic Road Map Workshop
Troy DuMoulin, VP, Research, Innovation & Product Development, 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 16+ years’ experience helping others achieve success.

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

Follow Troy on Twitter @TroyDuMoulin

Rob England

Standard + Case
Rob England, The IT Skeptic

Code: General

Introduced at the Pink13 conference, Standard + Case (S+C) is about applying a body of knowledge called Case Management to ITSM, while synthesising it with your existing process approach. This is an exciting new concept from the IT Skeptic that will radically improve the way you handle responses to any sort of situation. S+C is applicable to Problem Management, Change Management, Event Management as well as Service Desk activities. S+C applies to anything that requires a human response there's either a standard response or there isn't. This workshop will introduce the concepts of case management and of S+C as an approach to service response. You will leave with a grasp of these unfamiliar ideas (and a copy of Rob's book on the topic) which will put you on the path to a better way of dealing with ITSM situations.

Follow Rob on Twitter @theitskeptic

David Ratcliffe

The ITSM Leadership MasterClass
David Ratcliffe, President, Pink Elephant

Code: Beyond Beginner

Whether leading an ITSM organization or an ITSM project, IT professionals - at all levels - need to understand general leadership core principles and how they should be applied specifically within the ITSM environment. 

Part 1: Understanding & Developing Your ITSM Leadership Capabilities

We begin with an overview of what we mean by “ITSM Leadership”. The traits and characteristics of a good leader are general in nature and apply in almost any context, but we will dig deeper into what specifically is most important and impactful for ITSM.

In this session you will learn:

  • The most valuable leadership characteristics for ITSM
  • How to assess your own leadership strengths & weaknesses
  • What you can do to personally improve and how you can go about it
  • How to encourage personal leadership improvements within your team and amongst co-workers

Part 2: Vision, Strategy & Objectives For ITSM

The ultimate success of an ITSM operation or project is dependent upon engaging the team with a powerful vision underpinned by a workable approach with clearly understood objectives. Those objectives need to enable positive business results.

In this session you will learn:

  • How to define “ITSM success” for your organization
  • How ITSM objectives should be – and can be – tied to business objectives
  • What a good “vision” looks like for an ITSM organization, and an ITSM project
  • How your vision can be determined, and by who
  • How to use the vision to engage your team

Part 3: Empowering Your ITSM Team

Once the vision is clarified and understood the real work can begin. And it’s “make or break” time – because the people you depend upon are who will make the difference between success and failure. It could even be said “your success is in their hands”. So it’s important you do everything you can to empower them to succeed.

In this session you’ll learn:

  • What “empowerment” really means
  • How initial plans only get you going, ongoing adjustments are to be expected, allowed for and followed through
  • How to determine the levels of autonomy you should give your team members
  • Your ongoing role once execution is underway
  • How to define “short-term wins” and maintain focus

Part 4: Focus On Achieving ITSM Success

Are we being successful? That’s the #1 thing people want to hear from their boss. So HOW do we know we’re on track and delivering meaningful, valuable results? The answer sounds easy enough – we relate the outcomes and results to the initial vision and objectives. But oftentimes we don’t do this – why? We lose focus along the way and succumb to scope-creep or distractions which often do not support our objectives. We need to repeatedly revalidate our purpose and vision, making sure to qualify our results in terms of business value.

In this session you’ll learn:

  • How to identify and deal with risks to our success
  • How to ensure the vision leads to successful outcomes and results
  • How to maintain the team’s focus on meaningful results
  • How to identify opportunities for continual improvements and enhancements to IT services
  • How to use a Balanced Scorecard for ITSM

Part 5: Learning From ITSM Success Stories

The ITSM MasterClass has been defined and developed to deliver practical and valuable knowledge and experiences that you can apply within your own ITSM environment. While the lessons you will learn are general in nature, they only become real and achievable when you see how they’ve already been applied elsewhere. It’s the real-life examples of success that will truly capture your heart and imagination and bring home to you the possibilities for your own success.

In this session you’ll:

  • See how the lessons already described were critical to the success of real-life ITSM operations and projects
  • Learn the insightful tips and experiences of your peers who have gone before you
  • Be inspired to assess your strengths and weaknesses as well as those of your team
  • Be encouraged to evaluate the risks and opportunities of your operation and projects

Read David's Blog http://blogs.pinkelephant.com/president

Follow David on Twitter @PinkerDavid

 
ITIL Process “Health Checks”

Participate in an extraordinary learning experience! Choose from one of the 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.

Brian Newcomb

Service Level Management Health Check
Brian Newcomb, IT Management Consultant, Pink Elephant

Code: General

   
Robin Hysick

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

Code: General

   
Charlie Miles

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

Code: General

   
Jennifer Wels

Problem Management Health Check
Jennifer Wels, IT Management Consultant, Pink Elephant

Code: General

   
Victor Mack

Change Management Health Check
Victor Mack, IT Management Consultant, Pink Elephant

Code: General


Track 14 – Platinum Sponsor

Our Platinum sponsor, BMC Software will host four powerful breakout sessions showcasing some of today’s most pressing IT Service Management issues and industry trends.

Alf Abuhajleh

Power To Your People: Transforming The IT Experience
Alf Abuhajleh, Principal Solutions Marketing Manager, BMC Software

Code: General

Faced with increased end user expectations and radical shifts in how technology is consumed, IT professionals need to take a good look at how they manage and support their organization. From retail and manufacturing to healthcare and education, organizations are rolling out innovative solutions to modernize IT. Join Alf to see how you can transform the IT experience for your end users and work more efficiently within your team. Learn about BMC’s MyIT and discover why it’s capturing the imagination of IT management everywhere.

Chris Rixon

The Consumer Imperative: Introducing The New Rules Of IT Support
Chris Rixon, Principal Solution Marketing Manager, BMC Software

Code: General

What makes a great service experience? Is it the ease and simplicity of the transaction? Or is it about convenience? Maybe it’s about predictability and consistency? One thing is for certain – in the consumer world, many businesses have mastered the art of delivering service to their customers. What can IT support teams learn from the organizations that have perfected the service experience? Join us for a step-by-step exploration of the principles of Outstanding Service Delivery. We’ll also be giving lots of practical guidance on how you can put these principles into practice.

Jeff Moloughney

Harnessing The Social, Mobile & Collaborative Technology Revolution For IT Service Management
Jeff Moloughney, Solutions Marketing Manager, BMC Software

Code: General

According to Jeff your customers, the employees of your business or end users you serve, are more dependent on technology than ever to do work and create a competitive advantage for your company in a dynamic market. And they’re more technology savvy then ever thanks to the rapidly evolving consumerization of technology. Needless to say, they don’t “check” their technology expectations at the door (be it a physical or virtual door) when they come to work. No, they expect technology to enable them, to supercharge them to be successful. And as such, technology needs to make access to information and action fast and convenient, wherever, whenever and however the customer wishes. Join Jeff for a fast paced, interactive session exploring the social, mobile and collaborative trends we can harness to transform our IT service offerings.

Anthony Orr

Plan, Design & Operate Your Service Catalog
Anthony Orr, Director In The Office Of The CTO, BMC Software

Code: Beyond Beginner

Today many organizations are trying to build service catalogs. Names such as requestable service catalog, actionable service catalog and others have started to appear as projects within many organizations. Though ITIL gives some guidance,  much more is needed. In this session, learn the differences and similarities in service catalogs. Also, learn how to plan, design and operate your service catalog for value in Consumerization of your services and managing the Industrialization of the services related to Total Cost of Ownership  and Return On Investment . If you have not started on a service catalog project, this session will be useful for understating why service catalogs are an integral component for your IT service management practice.




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    "The whole Pink14 conference was very energizing and I dare say in my case life altering.""Great sharing of experience and options." "Excellent set of discussions covering a lot of food for thought." "Great speaker! Great team! Love it." "Impressed by the knowledge of Pink's consultants relating examples from real life experience...not just theory." "Spot on! Totally what I came for!" "Our team found this event invaluable and very worthwhile! The investment paid for itself many times over." "...By far the best and most professionally rewarding IT conference available" "Excellent! This conference is first class in every way" "This continues to be my IT organisation's conference of choice..." "Thank you, for yet, another well done conference...your conference delivered everything that I expected and more..."