Speaker & Session Description

Sunday, February 14, 2016

10:00am – 7:00pm: Registration, Information & Customer Service Desk Open
4:00pm – 5:00pm: Sunday Pre-Conference Optimizers
Beginner | Pre-Conference Optimizers
An ITIL® Overview
Graham Furnis, IT Management Consultant, Pink Elephant
Victor Mac

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 processes, 4 functions and 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.

Connect with Graham Furnis:
Beginner | Pre-Conference Optimizers
What IT Managers Need To Know About Lean Management
Troy DuMoulin, VP, Research & Development, Pink Elephant
Troy DuMoulin

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

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

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

Connect with Troy DuMoulin:
Beginner | Pre-Conference Optimizers
What IT Managers Need To Know About Governance & COBIT®
Jennifer Wels, IT Management Consultant, Pink Elephant
Jennifer Wels

COBIT is a management and control framework often described as an “umbrella framework” as it assists organizations in aligning multiple frameworks and methodologies while establishing a true governance entity. COBIT consists of 5 Principles and encompasses 37 processes organized within 5 domains. It’s Goals Cascade, Implementation Framework, and Process Assessment Model all provide users of this framework with the ability to make inroads with Governance quickly and effectively.

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.

Connect with Jennifer Wels:
Beginner | Pre-Conference Optimizers
What IT Managers Need To Know About CMM & Process Maturity
Victor Mack, IT Management Consultant, Pink Elephant
Gary Case

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.

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

Connect with Victor Mack:
General | Pre-Conference Optimizers
The Yellow Brick Road & The Effective Organizational Change Manager
Robin Hysick, Organizational Development Advisor, Pink Elephant
Robin Hysick

We have all heard it said that “The only constant in life is change”, however most organizations rely on tribal knowledge, past experience and ad-hoc strategies to manage the complicated issues related to people change. Many of us have been part of failed projects which have lost their way to the Emerald City, been carried off by the flying monkeys of unforeseen cultural issues or have simply lacked the resources to make it to the journey’s end. One thing we can all agree on is that “Change. Is. Hard.” The GOOD NEWS is this that Organizational Change Management is a growing discipline. And, there is a plethora of research, academic papers, books, methodologies, models, and tools that support the profession. So, where do you begin?

The answer to this perplexing question is found in the form of the Change Management Body of Knowledge (CMBoK) developed by the Change Management Institute. This emerging body of knowledge provides clear guidance and structure on how to practically apply the best elements of the various organizational change models found in the industry.

In this informative thought leadership session, Robin will provide you with an overview of the CMBoK’s 13 critical knowledge areas, the related professional certification levels and how the methods and techniques covered by the CMBok can help you manage successful projects and transformation initiatives.

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.

Connect with Robin Hysick:
General | Pre-Conference Optimizers
Business Relationship Management Focus Group
Jack Probst, Principal Consultant, Pink Elephant
Jack Probst

As IT becomes more and more business focused with stronger ties and relationships across the enterprise, the discipline of Business Relationship Management (BRM) has become a popular device to demonstrate a serious commitment to IT/business alignment. In this session Jack will lead a discussion to help us understand answers to the following questions:

  • Do you consider BRM a professional discipline?
  • What does it mean to be a BRM professional in your organization?
  • What is the role of BRM in your organization and what value is placed on your role by both the business and IT?
  • What skills are critical to the success of BRM and how are these skills acquired? Can those skills be taught? Is there a need to teach others in your organization these skills?
  • Does your organization place value on professional certifications and specifically on one aligned to BRM?
  • What do you think it would take to mature BRM in your organization?

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

Connect with Jack Probst:
General | Pre-Conference Optimizers
Leading Change: Kotter’s 8-Step Model
Gary Case, Principal Consultant, Pink Elephant
Gary Case

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. Leading Change 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-know, 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.

Connect with Gary Case:
ITIL Focus Groups
  • ITIL & ITSM In Small Organizations
  • ITIL & ITSM In Large Global Multi–Nationals
  • ITIL & ITSM In Government
  • ITIL & ITSM In Higher Education
  • ITIL & ITSM In Financial Services
5:00pm - 7:00pm: Welcome Reception: Exhibition Showcase Open

Monday, February 15, 2016

7:00am – 6:30pm: Registration, Information & Customer Service Desk Open
7:00am – 8:30am: Breakfast & Networking
7:15am – 8:15am
Beginner | Breakfast Club
An ITIL Overview
Graham Furnis, IT Management Consultant, Pink Elephant
Victor Mac

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 processes, 4 functions and 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.

Connect with Graham Furnis:
Beginner | Breakfast Club
What IT Managers Need To Know About Lean Management
Troy DuMoulin, VP, Research & Development, Pink Elephant
Troy DuMoulin

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

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

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

Connect with Troy DuMoulin:
Beginner | Breakfast Club
What IT Managers Need To Know About Governance & COBIT®
Jennifer Wels, IT Management Consultant, Pink Elephant
Jennifer Wels

COBIT is a management and control framework often described as an “umbrella framework” as it assists organizations in aligning multiple frameworks and methodologies while establishing a true governance entity. COBIT consists of 5 Principles and encompasses 37 processes organized within 5 domains. It’s Goals Cascade, Implementation Framework, and Process Assessment Model all provide users of this framework with the ability to make inroads with Governance quickly and effectively.

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.

Connect with Jennifer Wels:
General | Track 1: IT Leadership
Moose On The Table: A Novel Approach To Communications At Work
Jim Clemmer, President, Clemmer Group

Author of many highly acclaimed and bestselling leadership and team building books and a seasoned educator and keynote presenter for many decades, Jim’s session will profile his latest undertaking, Moose On The Table: A Novel Approach To Communications At Work.

Failed communications are crippling workplaces across the globe – sapping energy from staff and weakening entire organizations. In this "edutaining" organizational fable, you'll get realistic scenarios and solutions, showing how individuals and organizations should address issues that cost millions or even billions of dollars in wasted effort every year.

Connect with Jim Clemmer:
General | Track 1: IT Leadership
The 4 Disciplines Of Execution: Authors Chris McChesney & Sean Covey
Gary Case, Principal Consultant, Pink Elephant
Gary Case

The 4 Disciplines of Execution is a book every IT Leader should be familiar with. It provides focus on executing the most important strategies and how to prevent getting caught up in day-to-day activities. The secret to this success is by following four disciplines.

  • Focus on the wildly important
  • Act on lead measures
  • Manage a compelling scorecard
  • Create accountability

Gary will discuss each of the four disciplines and tie it back into managing IT Service Management programs.

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.

Connect with Gary Case:
General | Track 2: IT Strategic Management
The IT Renaissance
Rob England, The IT Skeptic
RobEngland

Cloud, Agile, DevOps, Shadow IT, BYOD, mobile apps, user forums, cultural change, humane IT… are all surface manifestations of something deeper and more fundamental – a single shift in the way the world thinks about IT.

This is the IT Renaissance. It is a tectonic shift, a gradual change in the way we think, liberating people from process and technology; the understanding that people deserve to be respected and empowered; the shift from control to facilitation. It brings a new emphasis to the rest of IT, beyond those standardized areas we can control within a defined process. It means liberation from constraint, from rigidity, from cumbersome complexity. It means a focus on the humanity of IT, on behavior and culture, on beliefs.

Our IT world is changing like it never did before. Join Rob as he shares the big picture and its implications.

Connect with Rob England:
General | Track 9: Tools & Technology
Mobile ITSM: Stop Talking About It & Just Do It!
John Weston, Senior Principal Consultant, CA Technologies
RobEngland

For years all the talk and fanfare about mobility in ITSM would have you thinking that everyone is doing it. But the reality is that very few really are. The technology is there, the need is there, and people have clearly embraced mobile apps. So where’s the execution in ITSM? Get ready to roll up your sleeves in this session and dig into finding out about the “whats” and “whys” of ITSM and mobility with John.

General | Track 11: Ask-The-Expert Breakfast Club
"Platinum Pass" Ask-The-Expert Breakfast Clubs
GaryCase Rob England

These exclusive sessions are for attendees who purchase a Platinum Pass. Spend quality “Q&A” discussion time with the best ITSM consultants in the industry – Jack Probst (Monday) and Gary Case (Tuesday, Wednesday). Ask them anything you want – they have the answer!

Connect with Gary Case:
Connect with Jack Probst:
8:30am – 10:10am: Opening Keynote
Martin Short

I Must Say - Martin Short

Martin Short
Emmy & Tony Award Winning Actor, Comedian, Writer, Singer & Producer

A celebrated comedian, actor, writer, singer and producer, Martin has won fans and accolades in television, film and theater since his breakout season on Saturday Night Live 30 years ago. You might also remember him from feature films, Three Amigos, Inner Space, Three Fugitives, Clifford, Pure Luck, Mars Attacks, and one of Short’s most memorable roles was in the remake of Father of the Bride.

Martin will kick-off the conference in a way only he can — bringing the audience to uncontrollable laughter while sharing his life stories and adventures. You’ll have the chance to see Martin like you’ve never seen him before. The keynote includes fun skits, story-telling and will wrap up with an interactive Q&A with our conference attendees. Stick around after his keynote — Martin will be doing a book signing for his memoir I Must Say.

10:10am – 10:30am: Refreshment Break
10:30am – 11:30am:
General | Track 1: IT Leadership
Building Leadership Strengths Is 2-3 Times More Effective Than Fixing Weaknesses
Jim Clemmer, President, Clemmer Group

Most leadership development approaches focus on improving weaker areas. Needs assessments and performance evaluations look for gaps and design training or build improvement plans to fix weaknesses. Leveraging leadership strengths starts with an evidence-based approach showing which leader skills correlate with higher engagement, retention, customer satisfaction, teamwork, safety, and quality. A decade of assessments of over 50,000 leaders shows that developing just 3-5 of their natural strengths boosts an average leader's effectiveness from the 49th to the 90th percentile. This presentation will overview a ground breaking cross-training methodology providing a map for developing leadership strengths.

Connect with Jim Clemmer:
Beyond Beginner | Track 1: IT Leadership
Establishing A Sustainable & Realistic Process Governance Framework
Jeff Westcott, IT Service Manager, Interactive Intelligence
Jeff Westcott

Improving process through adopting best practices and Lean IT methods is one thing, but sustaining and ensuring ongoing relevance is another challenge all together. Recently the topic of sustainability has become a significant issue for productive organizations looking to optimize the investment and value in their ITSM practices.

To achieve both of these goals, Jeff will review – in detail – a working process governance model, which, when aligned with the strategies of the organization, establishes long-term value and fit for purpose processes and transforms the expectations of key stakeholders. In this session Jeff will cover the detailed steps needed to secure executive sponsorship, identify process owners, establish process improvement teams, and the necessary training with content outlines. As a result, efforts to improve process management achieve long-term results, avoiding the usual duplication of waste of effort and loss of trust.

Connect with Jeff Westcott:
Beyond Beginner | Track 2: IT Strategic Management
Driving IT Value – Working On The Right Priorities
Tammy Whited, Head of Service Management, OCIO, Fermi National Accelerator Lab

Is your organization working on the right priorities? How do you know that your IT organization is providing the value that is expected? Tammy shares with you how these questions have been addressed successfully at Fermilab. Tammy’s organization is in the business of science and relies on IT to provide the tools required to deliver science with Big Data, High Performance Computing, Modeling, and Engineering. Learn how Tammy’s IT Service Management processes have been aligned with the mission, goals, and strategies of the enterprise, and the business value outcomes. Tammy’s presentation will demonstrate practical ways to ensure the right priorities are being worked on, and how to communicate these to customers and users.

Connect with Tammy Whited:
Beyond Beginner | Track 2: IT Strategic Management
Marketing & Selling ITSM In Terms Of Business Value
Todd Haley, Shared Infrastructure Services & Solutions, Charles Schwab
Todd Haley

The Charles Schwab Technology Services Group recognized that to stay relevant, address rapid technology change and remain the provider of choice, they needed to move towards a service management culture. This meant presenting IT’s business value terms of service, providing cost transparency and linking investments to business outcomes.

Todd will share how recognizing the need to take a top-down strategic approach to service governance and continually marketing the IT value proposition has allowed Charles Schwab to establish a service management marketing and sales function. This new strategic function includes business relationship leaders whose role is to better market their services to the business and improve demand management.

Join Todd in this strategic session as he describes Charles Schwab’s drive toward defining end-to-end services in support of their goals to define the clear value and total cost of ownership message to the business.

Connect with Todd Haley:
Beyond Beginner | Track 3: Lean IT & Agile
Adapting Service Transition Processes To Handle Both Agile & Waterfall Models
Cathy Kirch, ITSM Office Delivery Lead/Manager, Allstate Insurance Company
Cathy Kirch

Technology changes and the approaches surrounding them are moving at an ever increasing rate. Your service management processes must be aware and flexible to address things such as multiple software development models like Waterfall, Agile/ Scrum and DevOps initiatives, COBIT, ITIL and Lean. Attend this session and hear Cathy describe how an established service management group has accepted and adapted their processes to the ever-changing world around us. A highly experienced ITSM practitioner, Cathy’s organization is a former Pink Elephant Project of the Year Award winner. She is also a recipient of Pink Elephant’s Case Study of the Year Award and most recently, the 2014 itSMF President’s Award.

Connect with Cathy Kirch:
General | Track 3: Lean IT & Agile
Where Do I Start: Best Practices For Combining Lean IT & ITIL
Facilitated By: Gary Case, Principal Consultant, Pink Elephant
Gary Case  Gary Case  Gary Case  Gary Case

Panelists:
Charles Betz, Founder & Principal Consultant, Digital Management Academy
Carla Lienhard, Global IT Operations Service Management Quality Manager, John Deere
Mike Orzen, Lean IT Pioneer, Mike Orzen & Associates

This panel session will focus on best practices for using Lean IT and ITIL in your organization to improve your processes. Panelists will offer guidance and advice as well as recommend best practices for starting out. They will also address key challenges such as managing organizational change as part of combining these two best practices.

Connect with Gary Case:
Connect with Charles Betz:
Connect with Carla Lienhard:
Connect with Mike Orzen:
General | Track 4: Service Support & Operations
Designing A Customer-Facing IT Service Catalog
Machelle Chandler, MS, PMP, ITIL Expert, ITSM Solution Architect, Salem Health
Machelle Chandler

The IT Service Catalog is one of the most important components of any ITSM implementation. It enables you to focus and organize your ITSM journey around the core element of service management; IT Services. At Salem Health, they literally started from the beginning with their Service Definition and Catalog project.

Over the course of two years, Salem Health consistently added to the number of their defined services and deployed a catalog process by following ITIL best practices. In this session Machelle will review some of the major milestones they accomplished including:

  • Defining their IT services and orderable units
  • Designing an effective catalog management process
  • Creating a user friendly, customer-facing and actionable service catalog with standardized workflows and service request forms

As part of this case study session Machelle will share some of the barriers and examples for how they overcame them including resistance to change and scarce resources. Today Salem Health is proud of their Service Catalog and the benefits they have realized through this project.

Connect with Machelle Chandler:
Beyond Beginner | Track 4: Service Support & Operations
How Effective Is Your Organization’s IT Incident Communications Process?
Imad Mouline, CTO, Everbridge

IT interruptions, ranging from network outages to security breaches, can wreak havoc on organizations of all sizes – even more so when not resolved in a timely manner. Interruptions can lead to unhappy customers, damaged reputations, and lost revenue. In fact, according to a recent survey, IT incidents and outages took an average of 2.25 hours to resolve and decreased customer satisfaction. It is CRITICAL for organizations to not only immediately connect with the right internal IT resources to detect the incident and improve resolution time, but also contact key executives and external customers to improve transparency. Recent events have proven that every second counts – and that companies can no longer waste time trying to effectively communicate when an IT crisis hits. CIOs, in particular, have a responsibility to ensure that the incident communications process is automated, fluid and efficient.

In this session, Imad will discuss how organizations can reduce mean time to repair and limit the impact of downtime, service disruptions, and other incidents by effectively alerting and escalating to key IT responders, executives and customers. Other highlights of this session will:

  • Explain why immediately connecting with employees is critical when there is an IT incident
  • Reveal industry best practices on improving the time it takes to understand and resolve an issue
  • Explain the importance of integrating IT ticketing and monitoring systems with IT alerting to streamline the incident communication process
  • Offer real-life success stories and teach how to apply the lessons learned to your particular situations

Connect with Imad Mouline:
Beginner | Track 5: “How-To” ITIL Clinics & Workshops
How To Conduct Problem Management Root Cause Analysis
Graham Furnis, IT Management Consultant, Pink Elephant
Graham Furnis

Connect with Graham Furnis:
General | Track 6: DevOps
The Best Of The Best – Blending AGILE, DevOps, LEAN UX & ITIL
Andrew Humphrey, Head of Service Management, Auto Trader

Auto Trader is the largest digital automotive marketplace in the UK with 65% of all used car transactions involving cars advertised on Auto Trader’s web services. As an online organization it was critical to business strategy that Auto Trader find innovative ways to increase the speed and quality of their release cycles. To achieve these goals Auto Trader IT organization had to leverage cutting edge automation and blend several best practice models for their own recipe and approach to enabling business results.

Join Andrew Humphrey as he will discuss their service management journey over the past five years which has seen them start with ITIL, incorporate Lean principles, Agile development methods and DevOps automation. These incorporations have resulted in a highly flexible and capable support organization that uses the best of breed approach from multiple disciplines to offer an enviable level of business support.

Their journey has seen them achieve, and sustain, the ability to release up to 15 times a day with a 97% success rate, and have a working prototype of a new product or service ready to display and discuss with the client within one week of initial engagement.

Connect with Andrew Humphrey:
General | Track 7: Organizational Change Management
Culture Of Accountability At America's Arctic University
Kenneth Coon, Manager, Customer Support Services, University of Alaska

Has your organization failed at ITSM? Perhaps the culture was working against it. Join Kenneth as he retraces the steps down the ”Yellow Brick Road” of cultural change the University of Alaska embarked on nearly 5 years ago. He will explore why improving both culture and ITSM processes must be equally important to any organization if the desire is to provide world class IT services. In this session you’ll learn how Alaska’s IT leaders and teams have made significant strides towards improving its culture, paving the road towards developing more mature change, incident, and service catalog processes.

Connect with Kenneth Coon:
General | Track 8: Pink Think Tank
Establishing A Multi-Speed IT Organization – While Keeping The Lights ON
Chris Flanagan, VP, ITSM & Operations, The Prudential Insurance Company Of America
Chris Flanagan

Delivering IT Services at a rate of speed the business needs has never been an easy task. In today’s built-on-the-Web economy, business delivery models and their underpinning IT systems need to be able to shift and change within the span of a few short weeks. However, how do IT leaders change culture, practices and tools established over decades to make them “Lean” and “Agile” enough to handle rapid system deployment but also continue to run stable core business services?

In this session Chris will share how Prudential’s Group Insurance IT organization built on the foundation of their successful ITSM program to establish a multi-speed DevOps environment. Leveraging Lean tools such as Visual Management and the DevOps principles of continuous integration and deployment, Prudential has dramatically sped up their delivery approach for several key systems. In this session he will outline the people, process and technology changes, which have made a multi-speed organization possible and how others can accomplish the same goals.

Connect with Chris Flanagan:
General | Track 8: Pink Think Tank
Pink Think Tank Summary – What They Really Talked About Behind Closed Doors
Rob England, The IT Skeptic
Jack Probst

Today, those in IT have to operate in multiple modes and speeds at the same time. Traditional leadership models have considered the terms “Run, Grow, Transform” as separate organizational development phases, however in today’s web-based, instant-on economy, organizations have to achieve all three goals at the same time! This statement is the starting point for the Pink Think Tank (PTT), which was held the weekend before the conference, where industry luminaries gathered to discuss, dispute and dispel. Join Rob as he presents their findings, including practical advice on how to manage a multi-speed IT organization.

Connect with Rob England:
Beyond Beginner | Track 9: Tools & Technology
Don’t Rain On My ITSM Parade – Transitional Change Management When Moving To The Cloud
Earl Begley, Total Quality Manager, Analytics & Technologies, University of Kentucky
Earl Begley

In this session Earl Begley will share with you the journey of a higher-education IT department as they migrate from a risk prone on premise data center, to an Infrastructure-as-a-Service model. Based on his experience Earl will share with you details and tips on how to position your organization to be ready for the crucial conversations with IT teams and their changing roles. In addition he will provide a checklist his organization used to ensure a smooth migration to the cloud, and insights into the things they wish they had known before starting the migration process.

Connect with Earl Begley:
General | Track 10: Cyber Risk & Security Management
Big Data In Action For Cyber Resilience
Caron Kogan, Big Data Strategist/Technology Consultant
Caron Kogan

The session will review the opportunities that big data offers organizations to increase the resilience of their operations, respond rapidly to cyber-attacks and minimize the impact of intrusions on their networks. New data sources for business intelligence are rapidly being enriched by ever growing fields of devices and sensors, each capturing different and new sets of data that have never before been collected or processed. “Big Data” is an all-encompassing term for any collection of data-sets so large or complex, structured and unstructured, that they demand new technologies and analytical methods to deliver value. When big data analytics is integrated in business decision processes, it offers the ability to enrich and advance the quality of business decisions as well as to support predictive and prescriptive analytics modeling that can be applied to secure operations and strengthen cyber security resilience.

Here we will look at the framework of information analytics that can be brought to bear on establishing a cyber-resistive business environment and how to apply big data intelligence to restore business continuity in the event that a cyber-attack occurs.

Connect with Caron Kogan:
11:30am – 2:00pm: Exhibition Showcase Open / Lunch
11:40am – 12:40pm: Concurrent Networking Lunch & Learn Sessions
General | Track 7: Organizational Change Management
Leading A Peak Performance Culture
Jim Clemmer, President, Clemmer Group

Decades of research shows that an organization’s culture is the key factor in its performance. A multi-year Harvard Business school study on the links between corporate culture and performance found that high-performance cultures resulted in 682% revenue growth versus just 166% for low performing cultures. Net income growth was 756% versus 1%! High performing organizations pull together the intangible leadership issues that define their unique character and rally people around a deeper sense of purpose. These powerful feelings are made tangible through the strong implementation of management processes and systems that translate ideals into action. This presentation will provide a strategic framework for building a culture that engages and inspires peak performance.

Connect with Jim Clemmer:
General | Track 9: Tools & Technology
It’s 2020: What’s Happened To Your IT Department?
John M. Pugh, Director of Solutions Engineering, EasyVista
John Pugh

Fast forward to the year 2020. What disruptive force (or forces) are pulling on you today? Has the gravity of digital transformation ripped apart your IT department? Are you drowning in new connected devices? Does the number of service contracts out number your IT staff? This session begins by taking a quick trip both in the past and into the future to illustrate not only the path by which we got here, but also what the future may hold for IT. John will explore the current disruptive forces, discuss digital transformation, and dive into what may constitute the IT department in the year 2020.

Join John for an exciting trip down memory lane and into the future as he discusses innovation, big rocks, and the Chief Service Provider.

Connect with John M. Pugh:
Beyond Beginner | Track 9: Tools & Technology
Hold The Phone! TeamQuest Did WHAT?!
Dino Balafas, Vice President Of Marketing, TeamQuest Corporation
DinoBalafas

The next generation of performance monitoring and capacity planning is here. TeamQuest, provider of best-in-class data collection and analytics, is delivering a simplified understanding of current IT health and future risks. Now, all levels of the organization can see what they need to see on any device, anytime, anywhere.

TeamQuest uses sophisticated algorithms to automatically evaluate hundreds of metrics across thousands of physical machines, virtual machines, and cloud images to provide information you can use right now to make decisions and ensure consistent service delivery.

In this session, Dino discusses how TeamQuest is delivering top-to-bottom transparency between IT and the business. Connected workflows, automatic actionable information for real-time decision making, collaboration, and tuned communication for all stakeholders. One integrated platform to observe, predict, resolve, and guide.

Bar set. Bench marked.

Connect with Dino Balafas:
General | Track 9: Tools & Technology
Zap The Zombies & So Much More…
Michelle Kerby, Sr. Director For ITSM, BMC Software

The Wall Street Journal recently reported that an estimated 10 million zombie servers worldwide burn energy equal to the output of eight large power plants. You might be wondering what’s burning in your data center? How can you confidently identify a zombie server from infrastructure that supports critical services?

In this session, learn how automated asset discovery and dependency mapping can give IT a holistic view of all enterprise assets and the relationships between those assets. In minutes, IT can link infrastructure and software to how it impacts the business to optimize capacity, ensure stronger security and improve service, change and problem management. Make smart IT decisions to zap the zombies.

Connect with Michelle Kerby:
12:40pm – 12:50pm: Comfort Break
12:50pm - 1:50pm: Concurrent Networking Lunch & Learn Session
General | Track 8: Pink Think Tank
Pink Think Tank Power Session
Facilitator: Gary Case, Principal Consultant, Pink Elephant
Jack Probst

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 Think Tank luminaries and get first-hand results of their "power session" held before the conference.

Connect with Gary Case:
Beyond Beginner | Track 9: Tools & Technology
Using Advanced Data Analytics Techniques & Recipes For Digital Service Management
Dr. Rod Fontecilla, Chief Data Scientist, Unisys
Dr. Rod Fontecilla

Advanced Data Analytics can provide you with a richer set of information to better isolate root causes, develop predictive and preventative maintenance and even open up new revenue opportunities. Analyzing big data allows analysts, service managers, IT and business leaders to make better and faster decisions using data that was previously inaccessible or unusable.

Within the ITSM world this means being able to ingest and correlate data from your ITSM tool of choice; events, applications, network logs, CMDB database and many other data sets creating an overarching lens of visibility into operational intelligence creating the situational awareness necessary to make better and more insightful business decisions.

Understanding the required elements of the people, process and technology components needed can be a daunting endeavor.

Join Dr. Rod Fontecilla in this informative session where he will show you a “prescriptive” approach on how to organize, capture and analyze your data and the changes needed to take advantage of this powerful new area of Service Management.

Connect with Dr. Rod Fontecilla:
Beyond Beginner | Track 9: Tools & Technology
The Leader’s Path To Effective ITSM Processes & Tools
David Mainville, CEO & Co-founder, Navvia
David Mainville

Leaders know that the journey is far more important than the destination – but they also know that without quantifiable success it’s hard to stay the course and remain on the path to delivering value.

To achieve effective ITSM Processes and Tools, a leader must journey to the unique realms of:

  • Cost: Delivering a cost effective program that saves money
  • Engagement: Ensuring everyone is on-board and heading in the same direction
  • Requirements: Understanding the needs of both IT and the Business, then acting upon them
  • Accountability: Making sure everyone stays the course so value is sustained


In this presentation, David will share his practical experience as a leader and discuss methods to ensure your ITSM program delivers real and sustainable benefits.Whether you are just starting your program, or are right in the middle of an ITSM tool implementation, there will be plenty of actionable takeaways from this session to help you stay on track.

Connect with David Mainville:
2:00pm – 3:00pm
Beyond Beginner | Track 1: IT Leadership
Leading @ The Speed Of Change
Jim Clemmer, President, Clemmer Group

We can’t direct the winds of change but we can adjust our sails. Many executives can sail their organizations through smooth waters. It’s much tougher when clouds gather and the winds of change turn into a full-blown gale. Leadership is clearly the key to success. Strengthening those “soft skills” to build high-performing management teams and organizational cultures has always been important. In today's turbulent times it's critical. Despite all the talk about leadership and change, many “change fatigued” executives and managers struggle with just how to strengthen personal effectiveness and leadership.

Connect with Jim Clemmer:
General | Track 1: IT Leadership
Rebuilding The IT Service Management Foundation
Tony Krasinski, Director, IT Service Management, Erie Insurance Group
Tony Krasinski

Tony is the 2014 IT Excellence Practitioner of the Year Award winner. In this session, he will tell the story of the approach taken by his organization to rebuild their ITSM program. The main driver was a legacy tool that did not have the contemporary capabilities required by leading organizations. He will discuss the overall selection process, how organizational change was managed and how expectations were set with key stakeholders to work and think differently. Most importantly Tony will help others understand the hype around leading capabilities such as CMDB and Asset Management and how to understand the drivers that support an inside out versus outside in approach to implementation.

Connect with Tony Krasinski:
Beyond Beginner | Track 2: IT Strategic Management
From Products To Services: Three Ways To Be Successful, Three Ways To Fail
Paul Reilly, Senior Vice President, Service Architecture, Bank of America
Paul Reilly

The journey from a product and technology-based IT organization to a service-based organization travels a long and twisted road. Many organizations believe that with a clear destination and a good map, the journey will be straightforward. However, as John Lennon once said, “Life is what happens when you’re planning other things”. In this session you will learn what the destination looks like when you focus on services rather than products. More importantly, you will hear three of the biggest problems you will meet, how to recognize them and how to overcome them.

Service Management success requires leadership, decision making and concerted action. You will hear about three successful strategies that organizations need to put in place to achieve thetransformation to a service culture. Many of the lessons learned by Paul come from one of the largest IT Service Management programs ever undertaken and go beyond the usual list of dos and don’ts found in official publications. This session will show you how to move towards a model that puts services and customer outcomes at the heart of Information Technology.

Connect with Paul Reilly:
Beyond Beginner | Track 2: IT Strategic Management
Why Governance Of Enterprise IT (GEIT) Is Not A 4 Letter Word!
Robert E. Stroud, CGEIT CRISC, ISACA International President 2014/15
Robert E. Stroud

For many in IT and the business, the term “governance” conjures up thoughts of “Big Brother”, “red tape” or unnecessary “hoops” to jump through.

In the age of Agile, continuous deployment and rapid innovation, there is a belief that IT should operate based on principles of self-governance and individual autonomy. While creativity and speed is critical and the status quo should always be challenged, this should happen within the context of a larger strategy and boundaries set by good policy. That is where GEIT comes in to help senior IT leaders with many of the challenges IT faces today.

Taking a strategic view, Rob will explain GEIT and what it really means, especially as it pertains to strategic IT leadership. He will also profile why governance is a critical strategic enabler and not just an audit yardstick! In fact, Rob will highlight why governance needs to be part of all our levels and roles to drive effective outcomes and behaviors.

Connect with Robert E. Stroud:
General | Track 3: Lean IT & Agile
Using Lean IT – A Practical Process Improvement Methodology
Jeff Westcott, IT Service Manager, Interactive Intelligence
Jeff Westcott

There are a number of process improvement methodologies that can be applied to IT Management practices. However, the leadership of organizations tend to favor the adoption of methodologies, which are proven, are familiar and fit the culture of the organization. The Lean principles developed through the Toyota Production System (TPS) fit all of the above criteria.

In this session Jeff will use the DMAIC principles from Lean Six Sigma, to take a closer look at a process improvement methodology, using real life examples, detailed templates, sponsor presentations, and process diagrams. He will demonstrate how each improvement stage has specific documentation and artifacts required to proceed to the next stage and how to use the eight Lean waste types to optimize process speed. Finally, Jeff will share how organizations from small to large can use this methodology to reduce cost and improve process value.

Connect with Jeff Westcott:
Beyond Beginner | Track 3: Lean IT & Agile
Enabling Lean IT & Agile Management With The IT4IT Model
Charles Betz, Founder & Principal Consultant, Digital Management Academy
Charles Betz

Structuring the processes, data, and systems to support Lean and Agile product management objectives can be time consuming and costly. The Open Group IT4IT™ Forum was launched in October 2014, as a response to the problems encountered by "Business of IT" architects worldwide. In this session Charlie will provide a brief overview of the IT4IT Reference Architecture that covers the entire IT value chain, from strategy and architecture through application development to service management and operations.

Charlie will then go into further detail about how IT4IT Agile work stream's work towards applying IT4IT to current Agile and DevOps practices.

The IT4IT model is intended to provide a common reference point for vendors and practitioner organizations whether they use traditional, multi-sourced, Cloud or Agile approaches.

Connect with Charles Betz:
General | Track 4: Service Support & Operations
A Risk Management Approach To Transform Change Management
Cyrus Howells, Senior Process Manager – ITSM, Nationwide Children’s Hospital
Cyrus Howells

Nationwide Children’s Hospital struggled with getting clear insight into true risk levels for change requests. Cyrus developed a Hoshin-based risk calculator which uses clear criteria to provide a simple method for change requesters to use. This promoted a better understanding of residual risk for change, what can be done to reduce it further, and ultimately the data needed to determine if a change should be approved. This calculator is one step in a series of process improvements which build upon one another such as an approval matrix, lead times and acceptance criteria based on the results of the risk calculation.

Cyrus will highlight:

  • The challenge with traditional risk analysis
  • A unique approach to the challenge
  • How it was implemented
  • Expected and unexpected results

Connect with Cyrus Howells:
General | Track 4: Service Support & Operations
Re-Inventing The Service Desk For Optimized Support
Josh Gilmore, Director, Production Services, SquareTwo Financial
Josh Gilmore

Following the rollout of a BIG new application to over 500 offices around the country, it was quickly identified the planned support model wasn’t going to cut it. What the IT organization thought was a streamlined support process turned into a business nightmare. Elongated wait times, lack of Tier 1 resolution and choppy communication throughout the process had become the norm; and it had to be fixed!

Josh understood that the traditional Service Desk model that had worked successfully for years no longer met the needs of the business. He needed to do something different to deliver better service and regain the trust of their users. In this session Josh will share how a specialized four-pod team focused on skills and knowledge instead of one large team tackling everything. The four specialized support teams allowed for a focused effort on the various parts of their service catalog, rotation and skills mastery. The implementation of this new support model resulted in reduced agent interruptions, improved focus and led to happier and empowered Service Desk Analysts. In turn, these improvements increased resolution rates and the dedicated support resulted in happier business users.

Connect with Josh Gilmore:
General | Track 5: “How-To” ITIL Clinics & Workshops
How To Create ITIL Project & Process Management Roles
Charlie Miles, IT Management Consultant, Pink Elephant
Charlie Miles

Connect with Charlie Miles:
General | Track 5: “How-To” ITIL Clinics & Workshops
How To Get Senior Management Buy-In
Jennifer Wels, IT Management Consultant, Pink Elephant
Jennifer Wels

Connect with Jennifer Wels:
Beginner | Track 6: DevOps
The CIO Appoints You “DEV/OPS” – Now What?
Stephanie Jambor, Manager Of IT Service Management, Erie Insurance Group
Stephanie Jambor

Join Stephanie as she shares her beginning foray into Dev/Ops at Erie Insurance. She’ll share the pivotal moment when Erie’s executive leaders appointed her as owner in the Dev/Ops space and will describe the first steps in this unfamiliar territory. Stephanie will help you identify and avoid some common pitfalls of Dev/Ops, including its ambiguous definition. She will also discuss what the beginning stages of Dev/Ops looks like at Erie Insurance, what challenges she and her team are facing and Erie Insurance’s short and long term vision. If you’re new to Dev/Ops, this enlightening session will set the groundwork with common experiences, trials and tribulations.

Connect with Stephanie Jambor:
General | Track 6: DevOps
DevOps: Where Do I Start?
Facilitated By: Gary Case, Principal Consultant, Pink Elephant
Gary Case  Gary Case  Doug Tracy  Matt Stratton

Panelist: 
Andrew Humphrey, Head Of Service Management, Auto Trader
Doug Tracy, President, Parenetech, LLC

Matt Stratton, Solutions Architect, Chef Software, Inc.

Are you interested in DevOps but don’t know where to start? If so, don’t miss this panel discussion on the hot topic of DevOps. The panelists will provide guidance, advice and techniques on how to get started in moving to DevOps.

Connect with Gary Case:
Connect with Andrew Humphrey:
Connect with Doug Tracy:
Connect with Matt Stratton:
General | Track 7: Organizational Change Management
Enabling IT Skills & Talent Management With SFIA
James A. DiIanni, British Computer Society (BCS) – North America

SFIA, pronounced like the name Sophia, is an industry recognized non-proprietary IT skills model. The acronym stands for, Skills Framework for the Information Age, and it was created by BCS – The Chartered Institute of IT.

Why is SFIA important for you to know about? In an industry where IT skills and knowledge requirements change on a weekly – if not daily – basis, active management of IT talent becomes critical to support current and future business needs. In this informative session, James will provide an overview of SFIA and how it can be used as a practical management tool and enabler to ensure you have the right people, with the right skills, at the right time.

Many organizations use SFIA as a reference for assessing their current state and establishing plans for training and personal development. Based on his experience with numerous case studies organizations, James will share a typical adoption process, the key performance indicators, and level of effort and commitment required to leverage and adopt SFIA by all levels within the organization.

Connect with James A. DiIanni:
General | Track 8: Pink Think Tank
Improving Value Delivery With DevOps & The Scaled Agile Framework
Richard Knaster, Principal Consultant, Scaled Agile Framework
Richard Knaster

Real, tangible business value only occurs when end-users are successfully using the software in their environment. In a competitive online economy requiring faster time to market and more frequent release cycles, organizations have to find a way to deliver new services quickly while ensuring security and high availability. In other words they have to speed up and work proactively at the same time! In practice, these seemingly conflicting goals are often jeopardized by poorly managed deployments that happen too late in the lifecycle and delay value delivery.

DevOps helps teams successfully deliver a differentiated and engaging customer experience, achieve quicker time to value, and gain increased capacity to innovate while maintaining stability. In this thought leadership session, Richard, an industry veteran, will provide an in-depth overview of how DevOps can work within the context of a Scaled Agile Framework to provide customer value and quality in the sustainable shortest lead time.

Connect with Richard Knaster:
General | Track 10: Cyber Risk & Security Management
Privacy In Action For Cyber Resilience
Dr. Shue-Jane L. Thompson, Partner, Public Sector, IBM Global Business Services
Dr. Shue-Jane L. Thompson

This session begins by explaining the definition of “privacy” and “personal identifiable information (PII)", why they’re important and why they have become a challenge to manage. Privacy Management (PriM) has now become an integral part of our daily business transactions. It is even more vital as the Internet and advances in technology introduce less secure methods for collecting PII, resulting in vulnerabilities through design flaws, poor coding practices and overall poor privacy and security practices. Clearly this challenge is beyond the current day belief that privacy is only a legal or regulatory concern. To help address the need for better PriM, this session will overview:

  • The PriM model developed by Densmore et al, 2013 as a foundation.
  • How the model can be integrated into day-to-day business activities.
  • “How to” best practices for expanding the PriM approach to the total lifecycle of business services and support activities.

Connect with Dr. Shue-Jane L. Thompson:
3:00pm – 3:20pm: Refreshment Break
3:20pm – 4:30pm: Keynote

    

How To Be A People Magnet – It’s Easy Peasy!
Allan Pease, Author & Motivational Speaker

Celebrated globally, and author of numerous best-selling books, Allan is acknowledged as one of the true leaders and experts in the study of interpreting, understanding and explaining communication and the behaviors of others.

Always a Pink conference favorite and highly rated speaker, Allan is back to discuss his latest findings.

The desire to be recognized, to feel important and appreciated is all-powerful. And the more important you make someone feel the more positively they will respond to you. In this highly charged keynote presentation, Allan will show you how to make lasting first impressions, to effortlessly turn any situation to your favor, how to be a great conversationalist and make others feel important, and most of all, how to be become a “human magnet”.

Connect with Allan Pease:
4:30pm - 6:30pm: Networking Reception

Tuesday, February 16, 2016

7:00am – 6:00pm: Information & Customer Service Desk Open
7:00am – 8:30am: Breakfast & Networking
7:15am – 8:15am
General | Breakfast Club
The Yellow Brick Road & The Effective Organizational Change Manager
Robin Hysick, Organizational Development Advisor, Pink Elephant
Robin Hysick

We have all heard it said that “The only constant in life is change”, however most organizations rely on tribal knowledge, past experience and ad-hoc strategies to manage the complicated issues related to people change. Many of us have been part of failed projects which have lost their way to the Emerald City, been carried off by the flying monkeys of unforeseen cultural issues or have simply lacked the resources to make it to the journey’s end. One thing we can all agree on is that “Change. Is. Hard.” The GOOD NEWS is this that Organizational Change Management is a growing discipline. And, there is a plethora of research, academic papers, books, methodologies, models, and tools that support the profession. So, where do you begin?

The answer to this perplexing question is found in the form of the Change Management Body of Knowledge (CMBoK) developed by the Change Management Institute. This emerging body of knowledge provides clear guidance and structure on how to practically apply the best elements of the various organizational change models found in the industry.

In this informative thought leadership session, Robin will provide you with an overview of the CMBoK’s 13 critical knowledge areas, the related professional certification levels and how the methods and techniques covered by the CMBok can help you manage successful projects and transformation initiatives.

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

Connect with Robin Hysick:
Beginner | Breakfast Club
What IT Managers Need To Know About CMM & Process Maturity
Victor Mack, IT Management Consultant, Pink Elephant
Gary Case

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.

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

Connect with Victor Mack:
General | Breakfast Club
Business Relationship Management Focus Group
Jack Probst, Principal Consultant, Pink Elephant
Jack Probst

As IT becomes more and more business focused with stronger ties and relationships across the enterprise, the discipline of Business Relationship Management (BRM) has become a popular device to demonstrate a serious commitment to IT/business alignment. In this session Jack will lead a discussion to help us understand answers to the following questions:

  • Do you consider BRM a professional discipline?
  • What does it mean to be a BRM professional in your organization?
  • What is the role of BRM in your organization and what value is placed on your role by both the business and IT?
  • What skills are critical to the success of BRM and how are these skills acquired? Can those skills be taught? Is there a need to teach others in your organization these skills?
  • Does your organization place value on professional certifications and specifically on one aligned to BRM?
  • What do you think it would take to mature BRM in your organization?

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

Connect with Jack Probst:
General | Track 9: Tools & Technology
Technology-Driven Business Strategy Vs. Business-Driven Technology Strategy
Larry Shoup, ITAM Subject Matter Expert, IAITAM
Larry Shoup

Organizations are beginning to move from business-driven technology strategies to technology-driven business strategies. Organizations increasingly are counting on IT to tell them how technology is changing business models and what the business needs to do to keep up. The challenge for technologists is articulating business benefit to non-technical executives. In this session, Larry will examine the five technology drivers behind this shift and provide guidance on articulating business benefits of new technologies.

Connect with Larry Shoup:
Beyond Beginner | Track 9: Tools & Technology
Helping Managers Enhance Skills & Services With ITIL Practitioner
Kaimar Karu, Head of ITSM, AXELOS Global Best Practice
Kaimar Karu

In this session, AXELOS ITSM expert Kaimar Karu will discuss the current skills gap in the IT industry and the impact it has on the way we deliver services. With a high focus on communication, change, and continual service improvement, the session will take a practical approach to helping you identify the core skills gaps in your team.

Referring to the latest ITIL Practitioner syllabus, Kaimar will explore and explain how you can develop a more consistent approach to enhancing the skills in your team, gaining a balanced set of ITIL capabilities and ultimately improving the reliability and quality of your IT services.  

Some valuable take-aways you’ll gain from attending this session include:

  • Learn how to appropriately address the missing skills in your team
  • Improve the way you use ITIL best practices to make lasting changes
  • Achieve a greater level of consistency in your approach to skills development

Connect with Kaimar Karu:
General | Track 9: Tools & Technology
Using Kanban To Visualize Your Work – What It Means & Why It’s Important
Mohammed Khalid, Solutions Engineering Training Manager, LeanKit
Mohammed Khalid

In Mohammed’s experience, more and more IT operations teams are using Kanban and visual work management tools to combat the everyday problem of conflicting priorities. In this informative session, you will learn how you can get started using Kanban to help your team increase productivity and continuously improve processes.

Connect with Mohammed Khalid:
General | Track 9: Tools & Technology
Service Management For Transactional Business IT
Han Wijns, Global Opportunity Owner for IT Service Management & Assurance, Cyient
Han Wijns

According to Han, IT is becoming the core of business effectiveness and is getting more and more transactional. The delivery of a service is now done by an application or simply an app and the optimal availability and support of such applications is critical for customer satisfaction. In this presentation, Han will share his views and discuss how this is an IT Service Management opportunity.

Connect with Han Wijns:
General | Track 11: Ask-The-Expert Breakfast Club
"Platinum Pass" Ask-The-Expert Breakfast Clubs
GaryCase Rob England

These exclusive sessions are for attendees who purchase a Platinum Pass. Spend quality “Q&A” discussion time with the best ITSM consultants in the industry – Jack Probst (Monday) and Gary Case (Tuesday, Wednesday). Ask them anything you want – they have the answer!

Connect with Gary Case:
Connect with Jack Probst:
8:30am – 10:10am:
IT Excellence Awards & Keynote

    

Chairman & Founder, Delphi Group
Tom Koulopoulos

Author of many books including his latest, Cloud Surfing, Tom looks at the dramatically changing forces and behaviors that are driving the way we work, live, and play in the hyperconnected cloud.

Named one of the industry’s most influential information management consultants by InformationWeek, Tom is an authority on the implications of trends in technology, society, and business for global organizations. His articles and market insights have appeared in national and international print and broadcast media such as; BusinessWeek, FastCompany, the Wall Street Journal, Forbes, The Economist, CNBC, CNN, and NPR.

Tom’s work has been praised by luminaries such as Peter Drucker and Tom Peters who called his writing “a brilliant vision of where we must take our enterprises to survive and thrive.” And according to the late Peter Drucker, Tom’s writing “makes you question not only the way you run your business but the way you run yourself.”

Connect with Tom Koulopoulos:
10:10am – 10:30am: Refreshment Break
10:30am – 11:30am
General | Track 1: IT Leadership
How To Create A Culture Of Trust & Engagement
Joe McBreen, CIO, St. Vrain Valley School District
Joe McBreen

Some leaders apply for the job, others become leaders by circumstance and necessity. Joe is the latter. Joe will share his story of being handed an IT department plagued with multiple challenges: in-fighting between managers, extremely low morale, high turnover, evidence of sabotage, and a reputation for poor (uncaring) service and negative attitudes. He quickly recognized that the key to success lay within his team and their ability to trust each other. In this session, you’ll learn the St. Vrain formula for building trust. Don’t miss this opportunity to learn how this once lethargic group transformed into a strong and trusting team, committed to service excellence.

Connect with Joe McBreen:
Beyond Beginner | Track 2: IT Strategic Management
IT Transformation At Prudential Group Insurance – The Next Wave
Joseph Hayes, VP & CIO, Prudential Group Insurance
Joseph Hayes

As the 2014 Project Of The Year Award winner at Pink15, Joe Hayes presented Prudential Group Insurance’s case study on transforming IT through an optimized organizational design. In this year’s follow-up session he will outline a unique approach to talent management, a relentless focus on process discipline, and a focus on re-tooling software delivery with a DevOps framework. However, as Joe reminded last year’s session attendees, the evolution of IT is never complete. In this session, Joe will review the tools and techniques to take his organization to the next level, such as IT financial management transparency, application rationalization, a highly collaborative prioritization process, and a common sense approach to retiring technology debt. The result was an improved relationship with internal business partners, an advancement of platform architecture, a more engaged workforce, and – most importantly – a positive impact on overall business results.

Connect with Joseph Hayes:
Beyond Beginner | Track 2: IT Strategic Management
Realizing Service Management Excellence Via Practical Enterprise Architecture
William Robinson, Principal Solutions Architect, Sandia National Labs
WilliamRobinson

Enterprise Architecture (EA) is an oft used and largely misunderstood term in many IT enterprises. In most cases, EA programs underwhelm organizational leadership by perpetually failing to deliver observable value and sometimes compete with IT Service Management programs for funding, resources and prioritization. When properly understood and implemented, however, EA can significantly enhance Service Management effectiveness by exposing, categorizing, and organizing certain asset information, including hardware and software technologies. When exposed, and further enriched with vendor-provided asset intelligence, this hardware and software information can be leveraged to supercharge an organization’s configuration management and technology life cycle governance efforts. Recently, Sandia National Labs deployed this EA capability and is reaping its benefits in several areas of IT management.

In this presentation, William Robinson will explore a real-world implementation of a best-in-class EA program that greatly enhances a government-contracting organization’s ability to manage and optimize its technology-based services.

The main learning objectives from this session are to:

  1. Develop an understanding of practical EA.
  2. Demonstrate both business risk and technology-based analytics.
  3. Develop greater awareness of the relationship between EA and IT services.
  4. Walk away with a practical blueprint for the implementation of an effective EA-Service Portfolio program.
Connect with William Robinson:
Beyond Beginner | Track 2: IT Strategic Management
A Small Step For CIOs, A Giant Step For ITSM Leadership
Marco Gianotten, CEO, Giarte
Marco Gianotten

To be successful in Enterprise IT, we need to zero in on coding details, be logical and analytical – but that’s no longer enough. Today, we need to be creative, have greater empathy and possess the ability to see the bigger picture to truly understand what makes the business and its users tick. In other words, we need to think of all encompassing factors when organizing business strategies. A good way to initiate this type of thinking is to recalibrate Service Level Agreements (SLA). Today’s SLAs are too complicated and missing context.

Attend this session and Marco will share how he incorporates the all-encompassing business factors and how to use more meaningful KPIs to gain an understanding of:

  • The simplicity and ROI of an experience level agreement (XLA)
  • The most effective KPIs in the digital age
  • How to combine ITSM and user experience analytics to fuel Continual Service Improvement (CSI)
  • How to pull this off and be an emphatic IT organization in the digital age

Connect with Marco Gianotten:
General | Track 3: Lean IT & Agile
Lean & The Service Based Organization
Jack Probst, Principal Consultant, Pink Elephant
Jack Probst

The Toyota Production System, better known by its common name – Lean Management – has been used extensively by manufacturing and service organizations alike to improve their overall performance. But in addition to identifying waste and improving overall process performance, the Lean tools can be used to develop a Service Based Organization. In this session Jack Probst will outline the general principles for a Service Based Organization and how those principles can be implemented through the use of basic Lean tools such as the SIPOC (Suppliers, Inputs, Process, Outputs, Customers). This session should be considered a primer for any organization desiring to move from a technology focus to one designing, delivering and managing IT Services.

Connect with Jack Probst:
Beyond Beginner | Track 3: Lean IT & Agile
Integrating Lean, DevOps & ITSM To Deliver Customer Value
Troy DuMoulin, VP, Research & Development, Pink Elephant

For decades IT has had a split and dualistic personality. On the one hand, Development groups have been charged with enabling business goals by focusing on innovation and creating new solutions 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!

Each group has chosen their preferred frameworks, such as Agile and ITIL, but often uses them as weapons rather than their intended purpose. No one will ever “win” this epic struggle, so it’s time to change from conflict to collaboration. In this session, Troy DuMoulin will look at how Lean IT can be leveraged to deliver the objectives of both DevOps and ITSM to achieve this seemingly daunting task.

Connect with Troy DuMoulin:
Beginner | Track 4: Service Support & Operations
Turning A Vicious Cycle Into A Value Cycle
Gary Case, Principal Consultant, Pink Elephant
Gary Case

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

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

Connect with Gary Case:
Beyond Beginner | Track 5: “How-To” ITIL Clinics & Workshops
How To Implement A Successful Service Portfolio Process
Victor Mack, IT Management Consultant, Pink Elephant
Victor Mack

Connect with Victor Mack:
General | Track 6: DevOps
Messing With Your Head: How DevOps Changes Everything
Rob England, The IT Skeptic
Damon Edwards

This presentation looks at how DevOps turns some fundamental principles of IT and ITSM on their heads, with new concepts such as high velocity change, fail fast, infrastructure as code, people over process, servers as cattle, and empowered developers. DevOps is a strong leading indicator of our IT future: sooner or later we will all need to make the lateral shift in mindset required by these challenging concepts. Come and have your IT fundamental axioms challenged.

Connect with Rob England:
Beyond Beginner | Track 6: DevOps
Crossing The Continuous Delivery Chasm
J. Paul Reed, Principle Consultant, Release Engineering Approaches Insurance Company
J. Paul Reed

Configuration management? "Check." Version control? "Check." Automated build and deployment? "Check." Continuous integration server? "Check." Developers talking to Operations? "Check." Collecting metrics and making the data actionable? "Check."

Great! Are we delivering software like Netflix and Etsy now? “Well…”

As DevOps and its associated tools gain a foothold in the consciousness of software development, many organizations are implementing its core tenets, only to be surprised to find they're still not realizing the benefits we always hear about continuous delivery. Why is that?

In this talk, we'll look at the myriad of details that can get overlooked when implementing a continuous delivery pipeline, including some of the operational requirements that aren't sexy, but are often forgotten, downplayed, or ignored. These can turn out to be the critical foundation of a successful continuous delivery transformation. We'll also take a look at the organizational dynamics that must be taken into account when moving the company towards a continuous delivery model.

This talk will be of special interest to organizations who have hybrid applications (web service + thick client), mobile applications, and native, platform-specific applications. Because so much of the continuous delivery literature focuses on web sites/services, a lot of the techniques don't seem directly applicable to folks with applications that aren't in that space.

Additionally, we'll look at what continuous delivery means for folks responsible for deploying and maintaining IT infrastructure (Spoiler: Yes, you can continuously deliver infrastructure, too!)

Connect with J. Paul Reed:
General | Track 6: DevOps
DevOps – Evolution, Not Revolution
David Mainville, CEO & Co-Founder, Navvia
Damon Edwards

DevOps means different things to different people, but it’s definitely not a panacea, quick-fix or silver-bullet. A successful DevOps program requires a high level of organizational maturity and operational discipline if it’s to deliver the benefits. However, don’t confuse organizational maturity with bureaucracy, as DevOps is designed to support agility and enhanced time to market. Join David as he discusses the building blocks of a successful DevOps program leading to improved customer experience, higher rates of innovation and a faster path to business value.

Connect with David Mainville:
General | Track 7: Organizational Change Management
Realistic Service Management Vs. Public Sector Mentality
Robert Nessler, ITSM Director, State Of Colorado – Governor's Office of Information Technology
Robert Nessler

In this case study session Robert will address the uniqueness of implementing ITIL based processes into a public sector environment that encompasses 18 state departments. While his work environment is the public sector, this case study will benefit anyone because dealing with change within complex organizational structures is something valuable and applicable to all sectors.

Robert will profile how specific roadblocks were addressed, and his presentation includes:

  1. Overcoming the "Old Dog and New Tricks" challenge, and removing silos.
  2. Collaboration vs. mandate – It doesn't have to be political (even in Government).
  3. Buy-in – Show me the value.
  4. The Extra Mile – How can I keep this up?

While process creation and modification feeds into the insecurities of every type of employee – Robert will share how they have helped people move from doing it "my way" to doing it "our way". The result of this initiative is that the State of Colorado has produced results that are unprecedented (change failure rates under 1% by quarter; the creation of cutting-edge crisis communication tactics; and verifiable customer service rating improvements directly related to service management adoption).

Connect with Robert Nessler:
Beyond Beginner | Track 8: Pink Think Tank
Is The New IT World Of DevOps Fact, Fiction Or Fairytale?
Cathy Kirch, ITSM Office Delivery Lead/Manager, Allstate Insurance Company
Cathy Kirch

Is the DevOps brave new IT world of automated continuous delivery fact, fiction, or is it just a balancing act of risk and reward? The questions inquiring people want answers to are many: How do you gain the speed of DevOps yet protect the business from un-due risk? Do you throw away your Service Management processes in order to build a new and agile environment? Can DevOps initiatives integrate with your existing Service Management processes? How much process is too much process?

Join Cathy in this revealing session to hear how her organization is integrating DevOps and ITSM. Specifically, Cathy will describe how you can enhance your Service Transition processes to run at multiple speeds and enable DevOps goals. On the surface these two models seem to have very different goals however both are focused on achieving improved customer value. Cathy will also describe the keys to success to achieve the balancing act of speed and stability.

Connect with Cathy Kirch:
General | Track 8: Pink Think Tank
Bimodal IT: Shortcut To Innovation Or Path To Dysfunction?
Damon Edwards, Managing Partner, DTO Solutions
Damon Edwards

“More agility” AND “more stability”… these are the demands being placed on today’s Enterprise IT organizations. But how do we deliver these seemingly opposing goals? One of the recently proposed solutions is an organizational operating model called “Bimodal IT”. Could this really be a shortcut to innovation? Or, is this a path to more dysfunction? In this session, noted DevOps and Enterprise IT transformation specialist Damon Edwards, will provide an independent examination of the pros and cons of the Bimodal IT model.

Connect with Damon Edwards:
General | Track 9: Tools & Technology
Service Management In The Clouds
Charlie Miles, IT Management Consultant, Pink Elephant
Charlie Miles

With the continuing growth and reliance on cloud-based services, does Service Management in general, and ITIL in particular, have any future role within traditional IT organizations, and if so what will that role be? This is a question that is being asked more and more as organizations are adopting cloud and outsourced services. This session will discuss this question, identify some key service management elements necessary for the future service-world in the clouds, and provide some guidance and discussion topics for your organization to consider as you move into this brave, not-so-new, world.

Connect with Charlie Miles:
General | Track 10: Cyber Risk & Security Management
How To Architect, Organize & Implement An Enterprise Cyber Resilience Program
Gerhard Cerny, VP & Chief Information Security Officer, AmeriSourceBergen
Gerhard Cerny

Attend this session for a real-life, right from the trenches example of how cyber resilience has been approached in one of the country’s leading pharmaceutical distributors. Gerhard will take us through the full life-cycle of cyber resilience activities, from strategy, definition, deployment and day-to-day execution including potential lessons learned and challenges to consider. Additionally he’ll discuss the continued effort for evolving the program in collaboration with corporate and business leaders.

Connect with Gerhard Cerny:
11:30am – 2:00pm: Exhibition Showcase Open & Lunch
11:40am – 12:40pm: Concurrent Networking Lunch
Beyond Beginner | Track 2: IT Strategic Management
Building & Managing Your Enterprise Service Portfolio
Dave Howard, Migration Technologies, Inc
Dave Howard

Understanding your IT service portfolio is not enough in today’s environment to provide the delivery level and transparency that the business is demanding. Being able to create an Enterprise Service Portfolio is essential to meet and exceed the expectations of your toughest customer; the organization’s business customer.

The Enterprise Service Portfolio is a 3-Dimensional environment that provides a service based service architecture that allows understanding of the underlying components that enable the business service. It blends financial components creating service based financial management transparency and ties in the organization’s strategies, initiatives and projects. This Enterprise Service Portfolio provides transparency, improves decision making capabilities and enables efficient overall portfolio management.

During the session, you will learn how to use the key building blocks of the Enterprise Service Portfolio and how to use these building blocks to create relationships, tie in service based financials and blend organizational strategies to create the Enterprise Service Portfolio.

Beginner | Track 5: “How-To” ITIL Clinics & Workshops
How To Get Started Implementing ITIL
Gary Case, Principal Consultant, Pink Elephant
Gary Case
Connect with Gary Case:
General | Track 8: Pink Think Tank
Agile Process Development
Jack Probst, Principal Consultant, Pink Elephant
Jack Probst


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

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

Connect with Jack Probst:
General | Track 9: Tools & Technology
Enterprise Service Management: It’s Time To Share ITSM Best Practices Outside Of IT
Alan Berkson, Director Of Community Outreach, Freshdesk
Alan-Berkson

IT didn’t invent service management. Nor is the IT department the only corporate service provider that can benefit from service management or, for that matter, IT service management (ITSM). The reality is that other corporate service providers such as HR, facilities, and legal have similar operational and service management requirements to IT. For example, in dealing with employee issues, requests for services and information, and changes. And, these other business functions can also benefit from proven ITSM best practices and capabilities, such as ticketing, workflow and automation, knowledge management, and self-service – to improve efficiency and to deliver a better customer experience.

This non-IT use of ITSM is now commonly called “enterprise service management” and after over a decade of low-profile adoption, it has finally risen up the corporate improvement agenda to become one of the hottest ITSM and business improvement trends for 2016 and beyond. Attend Alan's session and learn how to:

  • Understand the common issues across corporate service providers such as IT, HR, and facilities, and how enterprise service management can help
  • Appreciate what enterprise service management entails and how ITSM processes and technology can support other business functions
  • Receive practical tips on how to best start out, plan, deploy, and succeed with enterprise service management

Connect with Alan Berkson:
12:40pm – 12:50pm: Comfort Break
12:50pm – 1:50pm: Concurrent Networking Lunch
General | Track 8: Pink Think Tank
Multi-Speed IT
Rob England, The IT Skeptic
Jack Probst

Enterprises are wrestling with the conflicting needs to chase competitiveness in a world of new tech, whilst still remaining mindful and careful. In IT we are caught in the same bind. By embracing Agile, DevOps, BYOD and other "liberation" approaches, and integrating them into our ITSM, risk, and governance practices, we can create an IT environment with a better chance of responding at the speed of business, whatever the business chooses that speed to be. This presentation proposes a more nuanced approach to two-speed or “bi-modal” IT, where each lifecycle implementation is a blend of the two speeds: conservative and nimble. Any one project or development team can have some nuanced mix of the two depending on the business's needs. We may end up with three or more lifecycle structures in the organization, as needed. Some teams will work within a standard lifecycle and other teams will be empowered to create their own. It's an infinitely-variable Multi-Speed IT Capability model we need.

Connect with Rob England:
General | Track 9: Tools & Technology
Building A Service-Oriented CMDB
Joshua Smith, ITSM Consultant, Axios Systems
Joshua-Smith

In this session, Joshua will focus on the process for building and maintaining a CMDB from a service-oriented perspective. He will concentrate from the top, down, on the most business critical services and their underlying assets throughout those assets’ lifecycles.  An overview of the fundamentals of the CMDB design and asset management strategy will be presented, along with a discussion of what information is most relevant, what is best discarded, and how to ensure that it is accurate and up-to-date. He will use real life examples from Axios Customers, Plains Midstream Canada and FedEx Express.

Connect with Joshua Smith:
General | Track 9: Tools & Technology
Unleash The Power Of Self-Service – How Leading Brands Are Transforming Their Organizations
Udi Gotlieb, Director of ITSM Product Marketing, ServiceNow
Udi Gotlieb

Some of the greatest brands of today are leading the charge for modernizing and enriching IT. And, they’re doing this by putting the user at the center of everything they do. In this session, we’ll share ServiceNow customer’s self-service journeys from building a business case, through experience design, to a full-implementation.

Connect with Udi Gotlieb:
General | Track 9: Tools & Technology
End User Adoption : If They Won’t Use It, Why Do It?
John M. Pugh, Director Of Solutions Engineering, EasyVista
John Pugh

John will discuss why it’s imperative to “mobilize" for convenience, “consumerize" for simplicity and “energize" for adoption. According to John, you can’t simply do one of the three and expect to see the kind of pull necessary to drive change. Instead, you’ll find more shadow IT, disgruntled clients and a continuously increasing portfolio of technologies to deal with. The ability to “mobilize” requires much more than a device, but different way of thinking. “Consumerize” is about being purposeful, which goes well beyond the interface and more into expectations. John will also highlight that without having evangelists throughout your enterprise, it will be difficult to get the organic adoption required for enterprise-wide change.

Connect with John M. Pugh:
2:00pm – 3:00pm:
General | Track 1: IT Leadership
Lights, Camera, Leadership!
Earl Begley, Total Quality Manager, Analytics & Technologies, University of Kentucky
Earl Begley

“A picture is worth a thousand words”. In Earl’s experience, ITSM training can sometimes be boring without the right level of engagement and instructor interaction. Earl has discovered that not all of his teammates have the same passion about ITSM as he has. But, how to reach those team members in a fun, engaging way that helps them adopt the concepts? In this session Earl will show you how to use movie clips, pictures, and music to enhance your service management training sessions. These worked for him and you will see examples of how media may be used in a team meeting/training session, how to ensure you do not violate copyright, and odd places you may find inspiration.

Connect with Earl Begley:
Beyond Beginner | Track 2: IT Strategic Management
The Big Picture: How All The Pieces Of Financial Management Processes Fit Together
Dean Meyer, Author, Internal Market Economics
Dean Meyer

Service costing, activity-based budgeting, zero-based budgeting, portfolio management, strategic alignment, asset management, expense management, service management, performance management, total cost of ownership, compliance, chargebacks, benchmarking, benefits measurement...

All these buzzwords represent important financial management processes. But implementing them in the wrong order is likely to lead to disappointing results. If you're missing critical prerequisites, the process won't work. If you're missing key dependent processes, the benefits will be limited.

This session will reveal the big picture – how all the pieces of the puzzle fit together. The big picture is built step-by-step, from the basic cycle of budget planning, to spending decisions, to budget tracking, to performance improvement and strategy. The linkages between the components define the prerequisite and dependent processes. And when you step back and look at the big picture, you'll be comfortable with your understanding of every element within it.

This bird's eye view suggests what must come before what (the interdependencies), where the big payoffs are, and how each of these sub-processes must be designed to fit together in order to add up to a comprehensive resource Governance system. It will help you develop your own unique strategy for evolving your financial management processes, as well as the requirements at each step to ensure that everything fits together in the end. It will make you both a visionary and a pragmatic implementer of financial processes.

Connect with Dean Meyer:
Beyond Beginner | Track 2: IT Strategic Management
The Strategic Role Of The Service Management Office
Krissy Puleo, Managing Director, Service Management Office, Charles Schwab
Krissy Puleo

In this engaging case study session, Krissy will outline how Charles Schwab has established a Service Management Office (SMO) with a focus on the key business value attributes of availability, security, and the timely delivery of services to the business in an ever-changing and highly regulated industry.

Krissy will share how ITSM practices have been partially successful in the past based on grass roots and bottom-up approaches and how the senior leadership team has now kicked it up several levels to make service management a strategic initiative with top-down sponsorship and unified management support. She will share how this phase of their ITSM journey started with an assessment, a strategic planning process and the development of a strategic roadmap resulting in a 3-5 year plan that was started immediately. The first thing accomplished was the creation of a SMO focused on overall governance with the mission to drive the roadmap and instill accountability for the success of service management individually and organizationally.

Come to this session to hear about their successes so far, how the SMO is tapping into key resources, getting the right stakeholders involved and the next steps on their exciting ITSM journey.

Connect with Krissy Puleo:
Beyond Beginner | Track 3: Lean IT & Agile
The Lean IT Implementation Field Guide
Mike Orzen, Lean IT Pioneer, Mike Orzen & Associates
Mike Orzen

Is your IT organization trying to implement Lean IT? If yes, you may be experiencing some roadblocks and setbacks that Mike – a pioneer in the Lean IT space – can help you overcome. Lean in an IT environment is new and most organizations have no more than a vague understanding of what it really takes to initiate, execute, and sustain a lean transformation in IT. Based on his new book, Mike will share over 20 years of Lean IT experience and explore what you need to know to position your IT organization for a successful and sustainable Lean IT metamorphosis.

Connect with Mike Orzen:
General | Track 3: Lean IT & Agile
Lean Service Management – A Grass Roots – Self-Promoting & Self-Sustaining Transformation
Carla Lienhard, Global IT Operations Service Management Quality Manager, John Deere
Gary Case

Leveraging best practices from Lean IT, John Deere’s Global IT Operations organization is transforming the way they do business with a Lean Service Management (LSM) foundation. In this session you will hear the amazing story of how Carla (a full-time remote employee) is leading her global IT organization through a grass roots cultural transformation by equipping one team at time. These teams then turn around and replicate the experience for others. Carla will share how this spiral approach to transformation can be both effective and self-sustaining.

While the focus is on Service Management the design and success criteria are encapsulated in a very lean foundation of core processes and powered by an automated training system. Carla will explain how the roll out of the project utilizes a coaching approach that allows the teams to be self-empowered in “how” they implement the foundation elements and how success is measured through the newly implemented “factory dashboard”. Key learning areas that will be covered in this session include:

  1. How to lead a self-promoting, self-sustaining LSM implementation and transformation.
  2. Key elements of the LSM foundational processes.
  3. How to scale and improve with a self-sustaining system.
  4. How to measure your impact.
Connect with Carla Lienhard:
General | Track 4: Service Support & Operations
Enabling The Service Desk Through Knowledge
J.C. Grooms, Knowledge Systems Architect, Minnesota State University Mankato
J.C. Grooms

There is a saying that “A little knowledge is dangerous”, however according to J.C., unintentional ignorance is even worse!

“It was a frigid morning in Minnesota, the kind of morning where icicles form from the very thought of water. The landscape was stark white. Grudgingly, the faculty member set forth across the ice laden roads to the University. Grumbling, he logged into his machine, only to find that he had somehow become victim to a virus. Hammering each number, he dialed the Service Desk in frustration. Calmly, and concisely, the Service Desk agent dealt with the issue by quickly utilizing the knowledge base to resolve the issue.”

Does this case scenario sound realistic to you or does your support organization struggle, as most do, with implementing an effective Knowledge Management process? In this case study session, J.C. will share how the Minnesota State University Mankato Service Desk has successfully tackled these challenges. He will highlight what has been executed to collect, classify, and structure knowledge in an efficient manner. He will also provide his insight about how his organization has been able to enable their Service Desk to provide consistent and correct answers, enable self-services and how they’ve used gamification to help support their goals.

Connect with J.C. Grooms:
General | Track 4: Service Support & Operations
CSI: Continual Service Innovation For Delivery & Support
Kathryn Howard, ITSM Consultant, Visual Explanations
Kathryn Howard

A reactive break/fix approach to IT services cannot meet growing business demand. Predicable sustained services must evolve to a state of continuous innovation addressing customer service and delivery. We need to:

  • Keep the lights on AND deliver value from Agile and Devops designed services
  • Accommodate business-sourced cloud solutions
  • Integrate a growing number of service providers

This service management profiling model maximizes the value with enough governance inbuilt to manage the associated risks. ITIL’s Continual Service Improvement (CSI) activities plus COBIT’s quality, risk and innovation processes; build, monitor and guide a formal model across the four service management domains of process, service, function and lifecycle.

The CSI approach equips you to embrace IT service delivery and support demands with the end in mind – continuously transitioning services with assurance, agility, innovation and managed risk.

Connect with Kathryn Howard:
Beginner | Track 5: “How-To” ITIL Clinics & Workshops
How To Create & Manage Successful SLAs & OLAs
Victor Mack, IT Management Consultant, Pink Elephant
Brian Newcomb

Connect with Victor Mack:
Beginner | Track 5: “How-To” ITIL Clinics & Workshops
How To Create & Manage A Successful Service Catalog
Jennifer Wels, IT Management Consultant, Pink Elephant
Jennifer Wels

Connect with Jennifer Wels:
General | Track 6: DevOps
The Five Love Languages Of DevOps
Matt Stratton, Solutions Architect, Chef Software, Inc.
Matt Stratton

The title of this session is inspired by the self-help book The Five Love Languages by Gary Chapman, but the similarities end there. Matt’s presentation is based on his premise that when we’re working to bring about cultural change in our organizations, it’s essential to understand that not everyone speaks the same “language” of DevOps as we do. The CFO has different drivers and communication styles than your friend in the QA department, who is different again from the DBA in the remote office. Matt will share his experience and provide techniques and strategies for identifying the drivers of peers and decision-makers. He will discuss beliefs, perceptions, and communication styles, all with the express intent of helping YOU drive home the value of DevOps philosophies and work-practices to make your organization succeed!

Connect with Matt Stratton:
Beginner | Track 6: DevOps
The History Of DevOps (& What You Need To Do About It)
Damon Edwards, Managing Partner, DTO Solutions
Damon Edwards

It’s hard to remember an IT trend that was more polarizing, debated and misunderstood than DevOps. This session cuts to the heart of where DevOps came from, where it’s going, and what you need to do about it. After a look back through a first-hand recounting of the origins of the DevOps movement, Damon will help us look forward through the lens of how both large enterprises and web start-ups alike are making the business justification to invest in DevOps-inspired people, process, and tooling practices.

Connect with Damon Edwards:
General | Track 7: Organizational Change Management
Stakeholder Engagement: The Secret Sauce For Successful Program & Project Management
Robin Hysick, Organizational Development Advisor, Pink Elephant

All program and project managers need to deal with people and their issues. They can ignore critical stakeholder engagement requirements or do the least amount possible and still experience several consequences — including failing to achieve the program or project goals. Or, they can embrace specific stakeholder engagement elements recognizing they are vital to program and project success. Which path do you want to take?

During this session Robin will aim to engage you in Stakeholder Engagement! She will feature a new Change Management certification based on the knowledge architecture contained in The Change Management Institute’s Body of Knowledge (CMBoK). The specific focus is to introduce attendees to three Stakeholder Strategy knowledge components from the CMBoK:

  1. Identifying and segmenting stakeholders.
  2. Stakeholder mapping and strategy.
  3. Managing relationships and mobilizing stakeholders.

At the end of this session you will leave with several practical models you can use to develop your Stakeholder Engagement Strategy, a resource list for further reading and an overview of the new emerging Change Management certification model for personal development.

Connect with Robin Hysick:
General | Track 8: Pink Think Tank
Live Fast, Die Young, Leave A DevOps Corpse
J. Paul Reed, Principle Consultant, Release Engineering Approaches Insurance Company
J. Paul Reed

DevOps celebrated its fifth birthday in November, 2014 with the fifth anniversary of its inaugural DevOps Days event, held in Ghent, Belgium. In the past six years, "DevOps," its fans, and practitioners have found themselves on an interesting journey.

But where is DevOps going? Some of the leaders in the DevOps community have moved on to explore other areas for improvement in the IT and software delivery space. Others have decided DevOps' next challenge is to tackle the issues inherent with enterprise IT. Even the "grandfather of DevOps", Patrick Debois, recently joked about changing the name altogether.

In this talk, we'll take a look at the (multiple?) forks in the road the DevOps community is faced with, what historical influences brought us to this crucial split in the road, what might happen if we go down separate roads, and what "DevOps" might look like in the future, in a so-called "post-DevOps world".

Connect with J. Paul Reed:
General | Track 9: Tools & Technology
The CMDB In A Cloudy & BYOD Universe
Carlos Casanova, President & Solutions Architect, K2 Solutions
Carlos Casanova

The implementation of Configuration Management and the Configuration Management Database (CMDB) has been a challenge to many over the years. Some have even tried taking a wait and hope stance, hope that it might get easier or no longer be needed. The reality is that in a world of Cloud and BYOD environments, CMDB implementations have only become more necessary. There are some new and different challenges that Cloud and BYOD environments pose. If you thought offloading your efforts to Cloud providers and permitting BYOD reduced your needs related to Configuration Management and CMDB, you were wrong.

The intention, purpose and value of a CMDB has not gone away, however some of your challenges to implement one have changed. In this session, Carlos (author of The CMDB Imperative: How to Realize the Dream and Avoid the Nightmares) will outline the key tasks and efforts that you will need to properly execute in order to deploy a CMDB in order to bring some sunshine into this Cloudy and BYOD influenced universe.

Connect with Carlos Casanova:
General | Track 10: Cyber Risk & Security Management
Incident Response Experience From The Front Line
Tina Thorstenson, Assistant VP & Chief Information Security Officer, Arizona State University
Tina Thorstenson

Making the best of ugly situations; it’s always best to learn from another organization’s breach rather than your own. As the Chief Information Security Officer at a large university, this presenter has learned many lessons about effective incident response and the recovery process. In this session we will discuss the critical processes every organization should have in place to effectively respond to a breach.

Connect with Tina Thorstenson:
General | Track 10: Cyber Risk & Security Management
The Great Generational Convergence
Facilitated By: Jack Probst, Principal Consultant, Pink Elephant
Jack Probst Shue JayneThompson Caron Kogan 

Panelists:
Dr. Shue-Jane Thompson, Director, Performance and Quality Excellence,
Lockheed Martin Corporation,
Caron Kogan, Big Data Strategist/Technology Consultant &
Laurence Scott-Mackay, Strategic Accounts Director, Alemba Ltd

There is a significant convergence underway impacting our business and technology organizations seizing on BYOD, changes in attitudes and behaviors of up-and-coming business professionals and the cyber risk of this convergence. This panel discussion will explore the technology/millennial convergence and the issues it poses. This panel of experts will explore the risk, how to address it and how to mitigate the potentially dire consequences of melding two key factors:

  1. The expansive use of innovative personal technologies that can be connected anywhere and everywhere especially to sensitive corporate data.
  2. The newest generation of business and IT professionals who see no reason they can’t use their technology of choice whenever, wherever and however they choose.

Managing the implicit risk of this convergence is a significant challenge to IT and business leadership. Out of this session we aim to provide direction and guidance.

Connect with Jack Probst:
Connect with Dr. Shue-Jane Thompson:
Connect with Caron Kogan:
Connect with Laurence Scott-Mackay:
3:00pm – 3:20pm: Refreshment Break
3:20pm – 4:20pm: POWER HOUR
General | Power Hour
Success Under Pressure
Gary Bailey, Former Manchester United Soccer Star & Speaker
Gary Bailey

Effective leadership under pressure is critical for achieving success. That’s where Gary comes in! His life has been spent performing under pressure. Playing for Manchester United is tough enough, but being a goalkeeper where one mistake can lose a cup final (as happened in 1979) is massive pressure. Gary learned how to perform and even improve under pressure! In this presentation, Gary shares the G.R.E.A.T principles of how to thrive under pressure and become even more successful in business. Each one of the letters in the word GREAT represents a leadership principle that Gary will explain, and he will also tell you how to use these to turn pressure into success.

Connect with Gary Bailey:
Beyond Beginner | Power Hour
There is No Such Thing As A Perfect Leader - Or Is There?
David Ratcliffe, President, Pink Elephant
David Ratcliffe

David will present you with a commonly held view that all leaders are flawed, but we can learn from great leaders of the past and present that there is in fact a “perfect” situation for all leaders including ourselves – that is, provided we are able to take an honest assessment of our strengths and weaknesses. History shows us repeatedly that in all arenas of life – business, politics, sports, etc., there are perfect situations for certain types of leaders, depending on the specific traits and skills required. The trick is knowing. For example, one leader can do very well to inspire a nation through very tough times as Churchill did during WWII, but this same leader was not able to take the same nation through a major post war recovery effort. Was Churchill a great leader – the consensus is yes, during the war, but not post war. In business including IT, the fact that different situations call for different leadership skills holds true for ourselves, and also when appointing others to take on leadership roles. 

In this insightful session, David will highlight:

  • What critical leadership skills are
  • How to gain self-awareness of your leadership skills and navigate around weaknesses and exploit your strengths
  • How to determine the leadership skills required of a specific situation, and specific jobs on your team to make sure you appoint/hire the right kind of leader

At the end of the session, David promises you will walk away with a better understanding of situational leadership, and a good sense of how to evaluate your own skills and how to go about strengthening the leadership skills of your team.

Connect with David Ratcliffe:
General | Power Hour
The Future Isn’t What It Used To Be
George Spalding, Executive Vice President, Pink Elephant
George Spalding

Is it possible that the technology we cannot live without every single day had its beginnings one hundred or even several hundreds of years ago? Yep. Crazy as it sounds there would be no fiber optic cable today without the Gutenberg Bible, no project management without a 17th century Swedish warship, no iPhone or Mac without the office copier, no Internet without a Brooklyn-born pig farmer, and no Wi-Fi without a movie star touted as the “most beautiful woman in the world”.

What do all these connections mean for us today? What knowledge have we gained? What insights have we learned?

And, most importantly, what about tomorrow? It is often said that “Those who fail to learn from history are doomed to repeat it”. Will the next decade simply happen to us? Or can those of us in IT use our understanding of the connections with the past to influence, predict and effectively change our future? Can the history of innovation predict the future of innovation?

Connect with George Spalding:
General | Power Hour
The Art Of Human Hacking: Social Engineering Self Defense
John Sileo, Identity Theft Expert & President & CEO, The Sileo Group
John Sileo

Human beings are always the weakest link in the security, privacy and profitability of your information assets. They are also the most overlooked, least expensive weapon in the fight against fraud, data breach and profit erosion. But you can’t detect and deter deception with a dry PowerPoint presentation. You must experience the feelings of fraud first hand; you need to understand the brain science behind manipulation.

In this highly interactive session, John will take a deep dive into the tools and tricks used by social engineers. By building reflex-based awareness around how tools like Facebook, trust shortcuts, ego stroking, greed appeals, and cortisol flushing enable social engineers, John will dramatically reduce your threat profile for fraud, deception and social engineering. In this way, humans become the most powerful line of defense.

Connect with John Sileo:
4:20pm – 4:30pm: Comfort Break
4:30pm – 5:15pm: Keynote
Chad Pregracke  
From The Bottom Up
Chad Pregracke, Founder, Living Lands & Waters

As the founder of America’s only “industrial strength” river clean-up organization and the 2013 CNN Hero of the Year, Chad Pregracke, tells a compelling and inspirational story about growing up on the river, and how that experience led to his unique vision for cleaning up the Mississippi River. In the process he started an internationally recognized not-for-profit – Living Lands & Waters.

During his talk, Chad will take the audience out on one of the world’s greatest rivers – a journey filled with endless challenges and gripping adventures. His delivery ismotivating, captivating, genuine and refreshingly spontaneous. He will relate his experience to your organization’s mission and vision, stressing the importance of setting goals and illustrating how determination, hard work and persistence really can pay off.

5:15pm – 7:00pm: Networking Reception

Wednesday, February 17, 2016

7:00am – 4:00pm: Information & Customer Service Desk Open
7:00am – 8:30am: Breakfast & Networking
7:15am – 8:15am
General | Track 1: IT Leadership
The 3 R’s
Rob England, IT Skeptic
Rob England

IT is about people, and more specifically the 3 R’s – roles, responsibilities and relationships. Rob will highlight that this is the key to getting the people side of IT right; define and communicate clearly everybody's roles, responsibilities, and build and cement strong relationships both within IT and with internal and external business partners too. According to Rob, if we can agree who does what and to whom first, then the processes and tools will follow. Without that, IT initiatives are doomed to fail: all the shiny flowcharts and software in the world won't affect improvements until people are working together effectively. Rob will also discuss how to design service models to make sure everybody plays their part: operating models (or their subset support models), engagement models and RACI charts for each practice. He will also look at what we need and what tools are available to help you get there.

Connect with Rob England:
General | Track 7: Organizational Change Management
The Power Of Habit: Author, Charles Duhigg
Jack Probst, Principal Consultant, Pink Elephant
Jack Probst

The challenges faced as part of any organizational change have their roots in multiple sources. Resistance and push back from some corners of an organization are inevitable. However, one compelling reason is that individuals believe and find it difficult to break the habit of “This is the way I work”. Making a change, however small, means rethinking what we have embedded deeply in our way of thinking and acting both personally and as an organization.

In this session Jack Probst will review the compelling reasons why habits should be considered and addressed when developing and implementing an organizational change plan. Jack will present key concepts outlined in the New York Times Bestseller The Power of Habit and how the author sheds light on how habits are formed, the impact of personal and organizational habits and practical methods that every organizational change should consider as part of their organizational change plans.

Connect with Jack Probst:
General | Track 8: Pink Think Tank
Optimizing Change Management For The Speed Of Need
Troy DuMoulin, VP, Research & Development, Pink Elephant

In today’s fast-paced business environment your IT organization is being challenged to deliver faster results while at the same time keep the business from risk and harm. The question is, how do you achieve these seemly contradictory goals? The answer is that in order to go faster in some areas it is important that you slowdown in others. In short, acceleration requires you to have practices you can trust and automation that streamlines decision making and process flow (you wouldn’t expect to drive on the Autobahn with a Go-Cart).

In this informative session, Troy will describe the critical success factors for optimizing the speed of your Change Management process including: the development of a risk model to handle different change types, working with development to automate and increase the use of pre-approved changes and making all changes visible in one tool.

Connect with Troy DuMoulin:
General | Track 11: Ask-The-Expert Breakfast Club
"Platinum Pass" Ask-The-Expert Breakfast Clubs
GaryCase Rob England

These exclusive sessions are for attendees who purchase a Platinum Pass. Spend quality “Q&A” discussion time with the best ITSM consultants in the industry – Jack Probst (Monday) and Gary Case (Tuesday, Wednesday). Ask them anything you want – they have the answer!

Connect with Gary Case:
Connect with Jack Probst:
8:30am – 9:40am:
IT Excellence Awards Presentation: Case Study Of The Year & Keynote
Stuart Knight

Four Conversations For Success
Stuart Knight

After speaking to over one million people, Stuart has become one of the world leaders on creating powerful relationships. To be successful in business, you have to know what it takes to connect with people on a powerful level. Stuart will push you to understand four conversations that everyone must be able to create in business in order to reach organizational and personal goals. This thought provoking, motivational and hilarious presentation will not only change the way you communicate with your customers, colleagues and clients, but will also inspire you to change the conversation of your mind so that you are able to overcome challenges, while feeling motivated to reach goals you once thought were unattainable.

Connect with Stuart Knight:

 

9:40am – 10:00am: Refreshment Break
10:00am – 11:00am:
Beyond Beginner | Track 1: IT Leadership
Collective Genius: The Art & Practice Of Leading Innovation
Troy DuMoulin, VP, Research & Development, Pink Elephant

Every day IT leaders are faced with a paradox; deliver strategic objectives through innovation while at the same time providing stable and secure IT Services. How do IT leaders successfully accomplish both goals? Linda Hill the faculty chair of the Leadership at Harvard Business School has written a new book called Collective Genius. In her research she highlights a mistaken, assumption: that a “good” leader in all other respects would also be an effective leader of innovation. The truth is, leading innovation takes a distinctive kind of leadership, one that unleashes and harnesses the “collective genius” of the people in the organization.

In this session Troy will share how successful leaders of innovation don’t create a vision and try to make innovation happen themselves. Rather, they create, nurture and sustain a culture where innovation becomes a part of every day life.

Connect with Troy DuMoulin:
Beyond Beginner | Track 2: IT Strategic Management
See IT Through Different Eyes: "Bridge The Gap & Visualize Your IT Service Management Strategy"
Jan-Dirk Krispijn, Director Outsourcing, Pink Elephant Netherlands
an-Dirk Krispijn

A picture is worth a thousand words, and it can also help express your feelings and requirements related to your IT Service Management Strategy! It’s a simple but effective way to get vital information across all levels of your organization. In this session, you will discover how to bridge that gap between your current situation and the ultimate goal. Jan-Dirk will share:

  1. How to address IT Service Management Strategy issues by using visuals.
  2. Practical and usable tips on how to get buy-in from your organization for your IT Strategy.
  3. How to visualize your goal and use that as part of your transition program.
  4. How to create team spirit and accountability on reaching your IT Strategy.
Connect with Jan-Dirk Krispijn:
General | Track 3: Lean IT & Agile
Lean IT & ITIL: Awesome!
Gary Case, Principal Consultant, Pink Elephant
Gary Case

As an author, consultant and trainer, Gary is often asked what frameworks, models and standards an organization should use. His answer – YES!

In this session Gary will provide details on how to use Lean tools and ITIL roles and responsibilities to form a powerful focus on improving processes and IT services. He’ll discuss Lean tools such as the Voice of Customer, Critical to Quality Tree, Value Stream Mapping and DMAIC (Define, Measure, Analyze, Improve and Control). Roles he’ll discuss will include Business Relationship Management, Service Level Management, Process Owners, Process Managers and Service Owners.

Connect with Gary Case:
Beyond Beginner | Track 5: “How-To” ITIL Clinics & Workshops
How To Create & Manage A Successful Supplier Management Process
Charlie Miles, IT Management Consultant, Pink Elephant
Charlie Miles

Connect with Charlie Miles:
Beginner | Track 5: “How-To” ITIL Clinics & Workshops
Why & How To Conduct An ITIL Process Assessment
Tami Church, IT Management Consultant, Pink Elephant
Tami Church
Connect with Tami Church:
Beyond Beginner | Track 9: Tools & Technology
Introducing The Service Automation Framework For The Self Service Generation
Jan-Willem Middelburg, Managing Director, Pink Elephant
Jan-Willem Middelburg

In today’s built-on-the-web economy, cloud computing, mobile technologies and the on-demand culture have generated and empowered a whole new generation of IT users who are accustomed to arranging their lives online – The Self Service Generation. IT delivery and support organizations are dealing with an ever more demanding IT user community and ever more demanding Service Level Agreement’s. In this new online and connected world everything has to happen now! During the last decade, virtually every service provider has made the shift to (partially) online service delivery, yet most organizations have yet to change their support models and do not have adequate answers and time sensitive response tools that can evolve with the changing business demand. The Service Automation Framework provides valuable answers to these questions.

In this session Jan-Willem will explore how your organization can use the Service Automation Framework and self-service concepts to service the IT user of today and the future. Get ready to dive into the next generation of IT Service Management and explore the way your organization can benefit through preparations and adopting these new technologies. Are you ready?

Connect with Jan-Willem Middelburg:
11:00am – 11:10am: Comfort Break
11:10am – 12:10pm:
Beyond Beginner | Track 2: IT Strategic Management
IT Governance Vs. Compliance – Taking Back The Strategy High Ground
Peter Hubbard, Principal Consultant, Head of Product Portfolio Development – UK, Pink Elephant
Peter Hubbard

One of the most critical challenges IT departments have is ensuring their IT strategy underpins the business strategy, and more importantly, is seen and understood by the business to underpin its strategy while adding value.

Establishing an IT governance model is the tool and method which allows senior managers to choose key focus areas from multiple best practice frameworks, such as ITIL, PRINCE2, ISO27001 and ISO38500. They do this to ensure the structure of the IT department, and the capabilities of those departments deliver value and align as closely as possible to the business needs. Join Peter Hubbard, Pink Elephant EMEA, as he takes the mystery out of ensuring your IT strategy not only underpins the business strategy, but is seen to underpin it with concrete defined processes, activities, controls, metrics and deliverables all mapped back to defined business needs.

Connect with Peter Hubbard:
Beyond Beginner | Track 2: IT Strategic Management
Leading The Transformation Of IT Through IT Services – A Roadmap For Change
Gustav Toppenberg, Sr. Director, Global Head of IT Service Management, Aon PLC
Gustav Toppenberg

Gustav will begin by outlining the three key principles for positioning IT Services as the foundation for IT Transformation. Based on his industry experience, where he has been deeply involved in transforming IT Service Management, Enterprise Architecture and Agile Development practices in large enterprises, he will discuss and share his knowledge of the core principles of:

  • The IT Service Owner as "General Manager”
  • The importance of data transparency and management
  • How to build a CIO accountability framework

Moving from the review of the key principles Gustav will then share how to charter a course to ‘leading with services’ and how to manage each step of the transformation as well as a recommendation on the needed tracks of work. The session is intended to focus on the organizational transformation steps needed to change people and processes.

Connect with Gustav Toppenberg:
Beyond Beginner | Track 2: IT Strategic Management
Critical Success Factors For Moving From A Technology To An IT Services Company
Troy DuMoulin, VP, Research & Development, Pink Elephant

Most senior IT Leaders will tell you that a key element of their 2016 IT strategic objectives is to shift their organizational culture, processes and tools from a technology focus to an IT Services Model. This is supported by industry articles and research that describes the CIO as an IT Services Broker who has the challenge of managing dual operating models balancing innovation and keep the lights on delivery processes. In this session, Troy will look at the IT Governance, People, Process, Product and Partner elements that need to be in place to make this aspiration a reality.

Connect with Troy DuMoulin:
General | Track 4: Service Support & Operations
So You Want To Be A Process Owner
Jack Probst, Principal Consultant, Pink Elephant
Jack Probst

Fulfilling the role of a Process Owner is a key operational role in any organization. Unfortunately in many cases our Process Owners are tossed into the deep end without significant role clarification, education or direction. Pink Elephant has developed an orchestrated approach to aiding the development of Process Owners. This session is a mini-workshop providing guidance for new and experienced Process Owners. In this session Jack will provide clarity to the Process Owner role. He will take a page out of the Service Lifecycle concept and identify the key activities that Process Owners should be expected to perform across the various stages of the process lifecycle.

Connect with Jack Probst:
Beginner | Track 5: “How-To” ITIL Clinics & Workshops
How To Decide Which Courses Are Best For Which Roles & Develop Education Plans For ITIL Training
Rich Petti, IT Management Consultant, Pink Elephant
Rich Petti

Connect with Rich Petti:
Beginner | Track 6: DevOps
Top 5 Myths Of DevOps
George Spalding, Executive Vice President, Pink Elephant
George Spalding

Although a fairly new label and not officially coined until a few years ago, the ideals of “DevOps” have been discussed for nearly a decade. Recently, the term DevOps has gained increased popularity, but what does this buzzword really mean? George will highlight that DevOps is not a development methodology or technology, rather an ideology; a way to facilitate organizational prosperity and growth while increasing each individual employee's engagement. Some believe that as DevOps has gained prominence, a gap has been created between the original definition of DevOps and this new "enterprise-ready" buzzword. But get ready! George is on hand to set you straight.

Connect with George Spalding:
12:10pm – 1:00pm: Lunch Break
1:00pm – 3:45pm: Afternoon Workshops
General | Track 12: Half-Day Workshops
Eight Critical Steps For Leading & Implementing Change – Hollywood Style!
David Ratcliffe, President, Pink Elephant
David Ratcliffe

In the bestselling book Leading Change, Harvard Business School Professor, John P. Kotter teaches us about the eight critical steps that must be addressed if you expect your project/major transformation to be successful. The eight Steps apply to all types of projects, including those in IT – and Hollywood!

In this workshop – which is one of Pink Elephant’s most popular and enduring – David will be joined by Gregory Peck, David Niven and Anthony Quinn – or rather their movie, The Guns of Navarone, one of Hollywood’s most iconic “caper” films. You will see how scenes from the movie perfectly illustrate all of Kotter’s eight steps. The lessons will be clear – to support business transformations and be more effective in leading and implementing change you must pay attention to all of Kotter’s advice. Miss just one step and your project will likely be destined for failure! David will show how all eight steps and the good and bad behaviours observed in the movie can be used to trigger changes to your own leadership behaviors. Attend this workshop, immerse yourself in Kotter’s “best practices” and then apply them back at work to successfully lead change in IT.

Connect with David Ratcliffe:
Beyond Beginner | Track 12: Half-Day Workshops
Transforming IT To A Service Based Organization – A Practice Based Workshop
Jack Probst, Principal Consultant, Pink Elephant
Jack Probst

The organizational capability to deliver and manage IT Services requires more than sound ITSM processes. There is a growing trend amongst IT organizations to transition from a traditional technology-based hierarchical structure to a Service Based Organization (SBO). A SBO is specifically organized and focused on delivering IT services throughout all stages of a service lifecycle. Although technologies must still be managed effectively and efficiently, delivering value through services requires a different operating model. This workshop provides the underlying principles of a SBO, the basic tenets of a Service Based IT operating model and practical advice on how to design and deploy an SBO. You will learn how to use some key Lean concepts to craft an IT operating model focused on Service Management. Deliverables from the workshop will be practical guidance for the steps, patterns, roles and practices necessary to rethink how IT can consistently deliver value through focused IT value streams across the Service Management Lifecycle.

Connect with Jack Probst:
General | Track 12: Half-Day Workshops
Service Costing 101: Everything You Need To Know To Plan Implementation Of Service Costing
Dean Meyer, Author, Internal Market Economics
Dean Meyer

You've invested in a service catalog, and now you're ready for service costing – assigning all the organization's costs to the products and services in your catalog. What exactly should you do?

There are a few key decisions you need to make to frame the program. Will your cost model produce both a budget and rates? Will you build it as part of the plan, or based on historic data? Will you use simplistic ABC methods, or a modern service build-up approach? How will you sell the program? And what exactly is involved in developing a service cost model? To what degree will you engage your management team?

And there are some common mistakes which could threaten the program. Do you know how to handle enterprise-good services, and your organization's need for capital for infrastructure and innovation? Do you know how to get all indirect costs to just the right places? Do you know how to make this a leadership team initiative, not a finance project?

This session will lay out all the basics to help you understand the issues, answer all these questions, and successfully implement a useful, accurate service cost model.

Connect with Dean Meyer:
Beyond Beginner | Track 12: Half-Day Workshops
Lean IT & Leading With Respect: Using Respect For People To Enable Engagement, Teamwork, Accountability & Amazing Results
Mike Orzen, Lean IT Pioneer, Mike Orzen & Associates
Mike Orzen

This half-day workshop will explore the seven core practices of “Leading with Respect” – a key Lean IT component that every leader and manager should know to create a work environment of mutual trust and high performance. Many IT groups, departments, and teams are stuck in a dysfunctional condition where ambiguity and stress are high and trust and team performance are low. The tools of Lean IT are necessary but by themselves not sufficient to create a working environment where people and teams can really flourish and perform at continuously higher levels of performance. The “lost pillar of lean” – Lead with Respect – addresses this issue head on. In the workshop, you will learn about the specific practices and behaviors necessary to foster engagement, teamwork, accountability and amazing performance results.

Connect with Mike Orzen:
General | Track 12: Half-Day Workshops
Real Response: A Pattern For Responding (Standard + Case)
Rob England, The IT Skeptic
Rob England

Introduced at the Pink13 conference, Standard + Case (S+C) is about applying a body of knowledge called Case Management to ITSM, while synthesizing 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.

Connect with Rob England:
General | Track 12: Half-Day Workshops
Using The 5 GREAT Principles
Gary Bailey, Former Manchester United Soccer Star & Speaker &
Michelle McLean, Former Miss Universe & TV Personality







Michelle Mclean

Everyone is under more pressure than ever before – tighter budgets, tougher clients and constant change! All of this creates greater and more consistent pressure, which in turn results in decreased performance and greater unhappiness. You no doubt have felt the effects of this pressure, or seen it amongst your colleagues at work, or even noticed the increasing number of sick days that staff are taking (90% of illness in the USA is stress related!).

Businesses need to help their staff not just deal with the incessant pressure but actually THRIVE under this pressure – increased stress levels result in underperforming staff, and leaders need to find simple, cost effective methods to help their staff not just handle pressure, but enjoy it. GREAT is the solution.

Join Gary & Michelle in this workshop and take part in activities that will show you how all 5 GREAT principles help you not only deal with pressure, but THRIVE under pressure!

Connect with Gary Bailey:
Connect with Michelle McLean:
General | Track 12: Half-Day Workshops
ITSM Strategic Road Map Workshop
Troy DuMoulin, VP, Research & Development, Pink Elephant

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.

Connect with Troy DuMoulin:
General | Track 12: Half-Day Workshops
Making Lean IT Real
Jan Schilt, Director/Owner, GamingWorks
Jan Schilt

In today’s fast paced business environment being able to achieve business goals, reduce costs and obtain faster results is a critical and highly sought after professional skill. The principles of Lean IT support these goals through the power of rapid and incremental improvements called “Kaizen”.

In this engaging and fun simulation workshop you will gain an appreciation for how Lean principles enable you to rapidly improve any process. You will engage in a friendly competition with other teams as you compare scores to see who can bring your business the biggest benefits.

As part of the simulation you will act as the IT Team for an online streaming service called “DistriMovie”. You will focus on supporting the business with your IT processes and will apply Lean IT principles to rapidly execute improvements to process flow and quality.

On completion of this workshop you will understand the principles and benefits of applying Lean IT practices to help increase customer value and deliver results that go directly to the bottom line.

Connect with Jan Schilt:
General | Track 12: Half-Day Workshops
Are You Gambling With Your Change Initiative? Here’s How To Stack The Odds In Your Favor!
Paul Wilkinson, Director/Owner, GamingWorks
Paul Wilkinson

Many organizations adopt ITSM best practices – such as ITIL – in an attempt to change behavior and transform ITSM capabilities. However, our surveys of more than 1000 organizations reveal that 70% do not get the benefits they had hoped for, and more than 50% of projects fail due to resistance to change.

So how do you stack the odds in your favor? We need to recognize and deal with resistance.

The Change Management Institute Body of knowledge (CMBok) stresses the “critical importance of preparing the organization and its people for change”. One of the key preparation activities is “engaging people”, and another is ensuring the change manager is able to “identify and respond to expressions of resistance”.

In this workshop we will use the ABC (Attitude, Behavior, Culture) card set. It is a normal pack of playing cards which you could use to play black jack or poker, however we will use them as an assessment tool to:

  • Explore typical ways resistance is expressed; comparing our workshop findings with those of the 1000s of IT organizations from the survey
  • See how your organization’s culture may be pre-disposed to specific change resistors
  • Identify effective behaviors to be used in responding to resistance
  • Show you how ABC can become an ongoing instrument in your toolkit to engage with individuals, teams and departments, and how it has been effectively used in hundreds of ITSM organizations

On completion of the workshop you will be able to return to your workplace with a greater understanding of the danger signs to look for when planning and executing organizational change projects, and how to deal with them.

Connect with Paul Wilkinson:
2:10pm – 2:25pm: Refreshment Break
3:45pm: Conference Ends
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