Tracks, Speakers & Sessions

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

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

Keynote & Featured Speakers

The world is filled with truly courageous and inspirational people who make a difference, and each year we bring you the best!

Alison Levine
On The Edge: Leadership Lessons From Mount Everest
Alison Levine, Author & First American Women’s Everest Expedition Team Captain

Alison Levine is no stranger to punishing environments. She has survived sub-zero temperatures, hurricane force winds, sudden avalanches…and a career on Wall Street!

Alison is a history-making polar explorer and mountaineer. She has climbed the highest peak on each continent, served as team captain of the first American Women's Everest Expedition and skied to both the North and South Poles. She holds an MBA from Duke University and served as an adjunct instructor at the United States Military Academy at West Point in the Department of Behavioral Sciences & Leadership.

Alison serves on the advisory board of the Coach K Center on Leadership & Ethics at Duke University and is a strategic advisor for the Thayer Leader Development Group at West Point. She is the author of the New York Times best-seller On the Edge, which is a compilation of lessons she learned during her various expeditions, and she will be at Pink17 to share some of those lessons with us.

J.R. Martinez
Full Of Heart: My Story Of Survival, Strength & Spirit
J.R. Martinez, Author, US Army Veteran, Advocate

J.R. Martinez is many things – an actor, bestselling author, motivational speaker, advocate, and wounded U.S. Army veteran.

In 2003, J.R. was serving the US Army in Iraq when his vehicle hit a roadside bomb, leaving him with severe burns to his body. Today, J.R. travels the world spreading his message of resilience and optimism. He devotes himself to showing others the true value of making the most of every situation. His message is universal: your path in life is decided by your own ability to adapt and overcome.

Eric Boles
Leading & Managing Change In The New Reality
Eric Boles, President, Game Changers Inc.

What does it mean to be a “REAL” leader? Eric will tell you! Leading and managing change has never been more challenging than in today’s “new normal” and “new reality”. Customers are more demanding, competition is stiffer, employees less engaged, and the rate of change is getting faster. Eric very passionately shares several key insights that will help you succeed.

Connect with Eric Boles:
Power Hour

Take a look at this line-up of heavy duty hitters! The Power Hour includes an awesome line-up of high profile speakers, who we are featuring in a very special way. Instead of scheduling only one keynote general session in this time slot, there are four very powerful sessions to choose from! Choose the one that’s right for you and your areas of interest.

Troy DuMoulin
Advanced ITIL Adaption – What Does It Look Like & What Does It Really Mean?
Troy DuMoulin, VP, Research & Development, Pink Elephant
ITIL | Vision

As an industry, IT has had the huge advantage (and privilege!) of using ITIL® best practices for over two decades. During this ...morerelatively short period, the ITIL framework can proudly claim the bragging rights of being the most universally adopted IT management approach of all time.

However, what does it really mean to adopt, adapt and apply these concepts and theories in a real-life and effective way? How much is enough ITIL, or better yet what does an “advanced” implementation of ITIL look like? Many organizations claim to be advanced, but are they really? Troy will tell you.

Troy is one of the world’s most experienced and knowledgeable ITIL experts. Attend his very revealing session where he’ll share his own 19-year perspective on how organizations have applied advanced ITIL concepts, and moved from a technical focus to one that is service-oriented and business driven.

Connect with Troy DuMoulin: ...less
Jeff Gill
Four Conversations For Success
Stuart Knight, Critically Acclaimed Author, Award Winning Entrepreneur & Expert Communicator
Communications | Leadership

After speaking to over one million people, Stuart has become one of the world leaders on creating powerful relationships. To be ...moresuccessful 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: ...less
Jeff Gill
Moose-On-The-Table: Fostering Courageous Conversations To Address Communication Breakdowns
Jim Clemmer, President, Clemmer Group
Communications | Leadership

Jim is a Pink conference favorite and always very well received. A highly respected business and leadership expert, and celebrated ...moreauthor of multiple bestselling books, he is back to present his latest thoughts and findings. In addition to the session below, he is also presenting two sessions in Track 1 – IT Leadership.

When two-way communications are stifled and difficult conversations avoided, the real discussions happen in the hallway after the meeting. Commitments aren’t kept and deadlines are missed, “blame storming” replaces problem solving, departmental silos grow, meetings waste time and drain energy, lobbying and politicking rises, critical problems are minimized, and touchy issues avoided. These “moose problems” (like elephant-in-the-room) means customers are lost, quality deteriorates, productivity falls, engagement declines, innovation is smothered, people get hurt or killed, and companies go bankrupt.

Dozens of organizations have used the moose approach to playfully open up tough conversations and deal with long-standing issues that were avoided, ignored, or glossed over.

Jim’s discussion will include:

  • Killing us softly with…silence – the high risks and costs of poor communications that cripple an organization’s ability to identify and act on internal/external threats and critical issues
  • Powerful combinations – combining ‘ability to execute’ and ‘positive work environment’ boosts the chances of being a top 10 percent team from 4% to 88%
  • Moose tracks – 12 key questions that determine the size and ferocity of a team or organization’s moose herd
  • Moose on the loose – choosing to navigate (seeing moose issues as opportunities), survive, (waiting and hoping they will go away), or be victimized (helpless and overwhelmed by the moose mess)
  • Moose hunting – practical tips, tools and techniques to identify, size up, prioritize, and address moose issues
  • Courageous conversations – key skills, processes, or approaches to foster the tough conversations vital to reduce the moose
  • Taming the e-mail beast – how electronic tools contribute to the moose problem and finding strategies to balance information management with verbal communications
  • Building trust and teamwork – keys to energize and strengthen teams to identify and reduce their communication barriers
  • Facing the bull – critical choices in dealing with a bad, bully, or ineffective boss
Connect with Jim Clemmer: ...less
Skip Weisman
The 7 Deadliest Workplace Communication Sins
Skip Weisman, Workplace Communication Expert, Weisman Success Resources, Inc.

Recent research has shown that the average employee wastes a minimum of 40 minutes per day due to ineffective communication at a cost ...moreof $5,220 per employee, per year, in lost productivity.

To help business leaders begin to reduce that financial impact of ineffective communication in their workplace, this interactive, engaging and entertaining session introduces the seven biggest communication mistakes taking place in workplaces every day.

These communication mistakes are the most common communication habits by leaders and employees that cause the most confusion, misunderstandings, and conflicts that limit productivity in today’s work environments.

In this session, you will easily be able to recognize and resonate with all seven communication sins, be able to identify specific ways they manifest and learn simple ways to turn around these negative and limiting communication habits.

Attend this session and you will:

  • Discover the three outcomes that can result from any communication and why two of them are to be avoided at all costs
  • Learn the real “dollars and cents” cost of these communication mistakes to productivity and profits
  • Explore the seven most common and damaging interpersonal communication mistakes
  • Examine the key reasons these communication mistakes occur
  • Calculate the cost of ineffective communication at their company
  • Leave with some simple strategies for overcoming these damaging communication mistakes and building new habits of communicating ...less
Denise Ryan
Motivation By Chocolate
Denise Ryan, Motivational Pyromaniac, Firestar Speaking
Communications | Leadership

This session features two things everyone likes – chocolate ...moreand motivation! It teaches nine key concepts to help participants get more out of work and life. They’ll learn about persistence, passion, effective allocation of resources, the law of diminishing returns, and much more! The session includes a chocolate tasting to demonstrate not only how to appreciate chocolate, but also life itself. Give them chocolate and bring down the house!...less

David Ratcliffe
Who Wants To Be A Great IT Leader?
David Ratcliffe, President, Pink Elephant
Communications | Leadership

Think of the worst boss you ever had. What made you think that was your worst ...moreboss? Something they did that was annoying or demotivating? Or something they did NOT do? Now think of the best boss you’ve ever had. Similar questions – what did they do that gave you comfort and confidence in your work. And what did they NOT do? Virtually everyone has a boss, and so we’ve all had these experiences of working for someone we either admire or disrespect. So what are you doing to make sure you’re not THAT boss; the one that’s not respected!?

In this session David will take you through the requirements for great IT leadership today. Not just generic leadership, but what we need from our IT leaders. IT is special, and to be a great leader in IT needs some special capabilities. Understanding what makes a great IT leader is just the first important step. David will conclude this session by outlining a practical step-by-step approach you can apply immediately on your return to work to put yourself on track to be a great IT leader.

Connect with David Ratcliffe: ...less
George Spalding
The Agile Manifesto: 21st Century Project Management
George Spalding, Executive Vice President, Pink Elephant
Agile | Lean

Sounds almost subversive, doesn’t it? And in a way, it is. In early 2001, ...moreseventeen creative and forward thinking developers got together at a ski resort in Utah and created what we now know as the Agile Manifesto. Comprised of four basic tenets and 12 guiding principles it clearly describes the concept of Agile Development and Project Management in just a few pages. Using a number of Lean principles, concepts and tools, Agile flew directly in the face of the generally accepted development and project management methodologies. It was, indeed, subversive. Challenged the status quo. Made lots of people very uncomfortable. And it made a lot of sense. It was truly a paradigm shift in terms of delivering value. It still is. No more one and done. No more waterfall. Agile is an iterative and flexible approach that embraces last-minute changes, downplays detailed documentation, encourages customer involvement and shrinks the project release cycle to a matter of weeks. Time for you to learn what all the fuss is about.

Connect with George Spalding: ...less
George Spalding
What Is Lean Service Management?
George Spalding, Executive Vice President, Pink Elephant
Agile | Continual Improvement | Lean | Value

We coined this new term because Service Management just isn’t ...moreenough today. The 21st Century enterprise requires more from IT. More customer integration, more efficiency, more flexibility, more improvement, more value. The formula is simple. Start with an overall “True North” focus on delivering Customer Value through Services, add a healthy dose of key Service Management concepts, hone the internal processes to a fine edge of efficiency using Lean’s emphasis on Continual Improvement, embrace the basic tenets and principles of Agile and Continuous Deployment to shorten cycle time, and ensure increased availability, stability, reliability and security with DevOps. Never lose your focus on delivering Customer Value. Never stop improving. And never ever believe in the words “good enough”.

Connect with George Spalding: ...less
Sunday Pre-Conference Optimizers

Maximize your learning! Start your Pink17 conference experience on Sunday afternoon with one of these breakout sessions.

Focus Groups

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

Don’t see a focus group or subject you want? No problem! Tell us about it by emailing:

Charlie Miles
An ITIL Overview
Charlie Miles, Management Consultant, Pink Elephant

Code: Beginner

This overview is an ideal way to learn about ITIL’s IT Service Management framework and Service Lifecycle approach. ...moreDesigned 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 (ITSM) 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 Charlie Miles: ...less
Beverly Parker
What IT Managers Need To Know About Lean Management
Beverly Parker, Management Consultant, Pink Elephant
ITSM | Lean | Value

Code: Beginner

In this overview, Beverly will explain Lean’s origins and major guiding principles. You’ll walk away with an understanding ...moreof 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 Beverly Parker: ...less
Jennifer Wels
What IT Managers Need To Know About Governance & COBIT®
Jennifer Wels, Management Consultant, Pink Elephant
COBIT | IT Governance | Goals

Code: Beginner

COBIT is a management and control framework often described as an “umbrella framework” as it assists ...moreorganizations 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: ...less
Tami Church
What IT Managers Need To Know About CMM & Process Maturity
Tami Church, Management Consultant, Pink Elephant
Continual Improvement | ITSM

Code: Beginner

Are your ITSM processes “defined?” Are they fully “optimized?” Do you know what these mean, and ...morewhy 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 Wednesday morning as a breakout session.

Connect with Tami Church: ...less
Jack Probst
Business Relationship Management Focus Group
Jack Probst, Principal Consultant, Pink Elephant
Business Relationship Mgt. | Culture | Value

Code: General

As IT becomes more and more business focused with stronger ties and relationships across the enterprise, the discipline of Business ...moreRelationship 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: ...less
Jack Probst
The Yellow Brick Road & The Effective Organizational Change Manager
Robin Hysick, Organizational Development Advisor, Pink Elephant
Organizational Change | Leadership | Culture

Code: General

We have all heard it said that “The only constant in life is change”, however most organizations rely on tribal knowledge, past experience ...moreand 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: ...less
Graham Furnis
What IT Managers Need To Know About DevOps Certification
Graham Furnis, Management Consultant, Pink Elephant
DevOps | ITSM

Code: General

No doubt about it – DevOps is a growing movement! But, what exactly does it mean? ...more

Join Graham for this very revealing session as he debunks many myths and misconceptions surrounding DevOps.

Graham will highlight how DevOps has become a very strong cultural and professional movement, which stresses communication, collaboration, integration and automation to improve workflows and efficiencies between Software Development, IT Operations and IT Service Management professionals.

Graham will also profile a very exciting new DevOps certification program – that’s right! Learn how to instill a culture of collaboration and increased communication across the enterprise.

Connect with Graham Furnis: ...less
Matthew Bowles
What IT Managers Need To Know About Agile Scrum Certification
Matthew Bowles, Director Of Professional Services, Pink Elephant
Agile | Scrum | Value

Code: General

In today’s business climate it is more critical than ever to remain flexible, keep costs low and shorten delivery cycle times. ...moreThese growing pressures demand a new approach to development activities, project management approaches and business in general.

Agile product development practices provide an iterative and adaptive approach to accelerating business value generation through the collaboration of cross-functional teams focused on continuous improvement, scope flexibility and delivering essential product quality. Scrum, the most popular Agile methodology is a framework for developing and sustaining complex products, while productively and creatively delivering products of the highest possible value.

Matthew will provide an overview of key best practices associated with Agile and Scrum, and profile very exciting details about three new related certifications....less

Troy DuMoulin
The Lean CIO
Troy DuMoulin, VP, Research & Development, Pink Elephant
Leadership | Lean | Value

Code: Beyond Beginner

Are you a senior IT manager or aspiring to become one? Then, ...moreyou need to know, what is a Lean CIO?

A Lean CIO is someone who knows how to model and continually improve the Enterprise IT value system. Lean IT organizations enjoy a culture that celebrates excellence, teamwork, and innovation. Lean CIOs promote a mantra of continuous improvement through Leadership methods that instil within teams and individuals a Kaizen mindset and a shared passion to create value, increased speed and reduced costs.

To achieve these goals Lean CIOs are able to examine how well work flows through the whole organization, irrespective of boundaries such as functional silos. Using Lean principles CIOs can look at the IT processes, policies, workflows, and data in order to identify sources of waste and impediments to the overall value flow. This effort requires systems thinking and the holistic ability to review the relationships between people, process and technology factors contributing to each value stream.

How is this all accomplished? Can it really be done? Yes! Troy, one of the world’s leading Lean IT authorities will tell you how.

Connect with Troy DuMoulin: ...less
Track 1: IT Leadership

Seasoned IT leaders and business experts will provide best practices, and proven and practical how-tos for effectively managing and leading people through the process of organizational and cultural change. Learn how to effectively plan for and manage through the many communication processes needed to achieve success. Many speakers are on hand to show you how to get it right.

Jim Clemmer
Jim Clemmer, President, Clemmer Group

Code: Beyond Beginner

Jim is a Pink conference favorite and always very well received. A highly respected business and leadership expert, and celebrated ...more author of multiple bestselling books, he is back to present his latest thoughts and findings. In this track he is presenting two sessions, and he is also presenting in the “Power Hour” track on Tuesday afternoon. ...less

Jim Clemmer
The Top 10 Factors Of Innovation Leaders
Culture | Goals | Leadership | Value | Vision

In today’s fast moving world, innovation and creativity are critical. Leaders who don’t adapt risk being left behind. This session ...moreis based on research of over 52,000 leaders assessed by more than 500,000 managers, direct reports, peers, and others to find leaders rated at the 99th percentile. These exceptional innovation leaders were then interviewed along with their direct reports and examples collected of what these leaders did to foster an innovative culture. A self-assessment built around the 10 innovation factors helps participants identify and build on their greatest innovation strengths and discover whether they might have a critical innovation leadership weakness or fatal flaw.

Jim’s discussion will include:

  • Strategic vision – balancing management goals and leadership vision
  • Strong customer focus – building customer value from the outside in
  • Climate of reciprocal trust – vital steps to building trust
  • Doing what’s right for the organization and customer – pushing back and tackling difficult issues
  • Culture magnifying upward communication – removing organizational filters and encouraging ideas
  • High recruiting standards – finding and developing exceptionally talented people
  • Stretch goals and targets – breaking through incremental thinking
  • Emphasis on speed – balancing good judgement/effective decisions and strategic clarity/vision
  • Candid communication – keeping all informed and up-to-date combined with listening and an open environment for sharing
  • Motivation and inspiration – keys to unlocking creative energy
Connect with Jim Clemmer: ...less
Jim Clemmer
Lead, Follow, Or Wallow: Inspiring Personal Leadership

In today’s fast-moving world many people are overwhelmed by rapid changes and difficult problems. It’s not what happens ...moreto us but what we do about it – how we respond – that makes a world of difference. It’s all about perspective or how we frame difficult situations. These mindsets and approaches are contagious. They determine the quality of our personal and professional lives and workplace health. A central theme of this session is that leadership is an action not a position.

We all need to be leaders regardless of our formal title or role. This starts with inner self leadership and moves outward to influence, guide, support, and lead others. Leadership ultimately shows itself in what we do “out there,” but it starts “in here.”

Jim’s discussion will include:

  • Leadership is an action, not a position – it’s our behavior and not our role that determines leadership
  • The PERMA Formula – applying the new research and actions from the rapidly emerging field of Positive Psychology
  • Don’t “P” yourself – avoiding the three Ps that slide into wallowing and negativity
  • Choosing our perspective – applying powerful new research on optimism and pessimism
  • Which glasses are we wearing – how to recognize when we’re leading, following, or wallowing
  • From groaning to growing – how to keep ourselves acting like leaders – and helping others lead through adversity and change
Connect with Jim Clemmer: ...less
Building The IT Workforce Of The Future
Sterling J. Wright, Senior Technology Officer To The CIO, United States Army
Culture | Training

Code: Beyond Beginner

Is your IT workforce ready for the changes coming your way? It is no longer ...moreenough to send people to refresher training or teach them about the next version of Windows. Most IT shops will look radically different three to five years from now, and cloud computing, regulatory compliance, advances in ITSM and business process theory all call for a shift in skills.

Sterling works for a United States Army organization similar in size to a small-to-midsized business, where he led the effort to professionalize and shape an IT workforce made up of both civil servants and contract employees. Join him as he uses recent experience to show how you can future-proof your workforce using these techniques:

  • Conduct a skills inventory – know what you really have to work with
  • Build a simple IT Human Capital Plan
  • Decide what skills to contract out vs. build within your permanent workforce
  • Build a training plan for each individual
  • Decide what training to in-source and what to out-source
  • Balance technical training with process training
Connect with Sterling J. Wright: ...less
Niel Nickolaisen
The Trust & Ownership Leadership Model – The Foundation For The Agile Culture
Niel Nickolaisen, CTO, OC Tanner & Author, The Agile Culture
Culture | Leadership | Value

Code: General

IT Leaders today face the challenge of an increasing pace of change combined with an incredible level of uncertainty about the future – even ...more if that future is just around the corner. In such an environment what can IT leaders do to ensure that their team, department and their organization will deliver what matters most? Neil will use his experience to explain how IT leaders can utilize the Purpose Based Alignment Model and the Trust Ownership Model to not only survive but to thrive in a fast-paced, ambiguous world.

Join Niel as he discusses what IT leaders can do to:

  • Focus innovation on things that create competitive advantage
  • Deliver operational excellence by creating value, reducing cycle times and getting it right the first time
  • Create a positive culture
Connect with Niel Nickolaisen: ...less
Mike Orzen
Lean Leadership – An Essential Element Of DevOps Teams
Mike Orzen, President, Mike Orzen & Associates
Agile | Culture | DevOps | Lean | Value

Code: General

A core element of both DevOps and Agile is the development of self-governing, cross-functional teams which collaborate on rapid value ...more delivery. However, these teams don’t simply emerge without the careful assembly and coaching of skilled individuals in order to create the right culture, organizational awareness and continuous improvement mindset. In fact, the type of leadership required to build these highly motivated and efficient teams is found specifically within the Lean Leadership model.

Join Mike Orzen, a co-author of the Shingo prize-winning book Lean IT and the Lean IT Roadmap, for this practical session where he will explore the core elements and behaviors of Lean Leadership, how they are very different from traditional hierarchal western leadership models and explain what Lean leadership practices are essential in developing a DevOps culture.

Connect with Mike Orzen: ...less
Nazmul Islam
A Trustworthy IT Service Center
Nazmul Islam, CIO, Department Of Medicine, The University Of Alabama At Birmingham
Continual Improvement | Goals | ITSM | Value

Code: General

With the ever-changing IT landscape, IT leaders can no longer operate with a traditional mindset. The business of ...more IT is now challenged by increased customer expectations, intense competition, shrinking budgets, and rapid technology advancement. These internal and external market factors force IT leaders to focus on the core aspects of providing value, efficiency, and yielding results.

With the above obstacles and under new leadership, the UAB Department of Medicine IT (DOM IT) began a transformational journey that lasted three years. Join Nazmul for this practical case study where he will highlight how during this time DOM IT has made radical changes to processes, communications and improved customer service by leveraging their core service management practices. Working with a small team DOM IT has evolved into one of the most trusted partners on campus, with its biggest accomplishment being its nationwide recognition for its work on the implementation of the REDCap research platform.

Connect with Nazmul Islam: ...less
Troy DuMoulin
How To “Jazz Up” IT Leadership, Structures & Systems To Accelerate Value
Troy DuMoulin, VP, Research & Development, Pink Elephant
ITSM | Leadership | Lean | Value

Code: General

Value is created by process, but process is impacted by and highly dependent on leadership, structure and management systems. ...moreHighly directive leadership models produce dependence, stifle innovation and create bottlenecks. Vertically oriented and complex organizational structures are not able to adapt and flex quickly to meet changing business needs. Management systems, which promote and measure individual vs. group performance will often fragment instead of aligning a shared purpose.

In this highly engaging strategic session Troy will explore the use of the evolving concepts of Lean Leadership, market focused cross-functional teams and shared communities of practice. He will explain how IT organizations create leadership and teaming models that enable alignment yet are loosely coupled and remain flexible. In short, enabling organizations to function more like a jazz ensemble than a marching band.

Connect with Troy DuMoulin: ...less
Track 2: IT Strategic Management

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

Jennifer Bonine
The Art Of Transformation: Blending Technology With Cutting-Edge Processes
Jennifer Bonine, Vice President Of Solutions, tapQA
Communications | Culture | ITSM | Leadership | Value

Code: Beyond Beginner

Technologies, testing processes, and the role of the technologist have evolved significantly over the past several ...more years. As technology professionals, it is critical that we evaluate and evolve ourselves to continue to add tangible value to our organizations. In your work, are you focused on the trivial or on real "game changers"?

Jennifer describes critical elements that, like a skilled painter, help you artfully blend people, process, and technology into a masterpiece, woven together to create a synergistic relationship that adds value to your organization. Jennifer shares ideas in the areas of mastering politics, maneuvering core versus context, and innovating your technology strategies and processes. She addresses questions on how many new processes can be introduced in an organization, what the role of organizational culture is in determining the success of a project, and how can you know what tools will add value versus simply adding overhead and complexity. This discussion can lead you to technologies and processes you can stake your career on.

Connect with Jennifer Bonine: ...less
Chris Hover
Integrating IT Strategy & ITSM – A Challenging But Worthwhile Journey
Chris Hover, IT Manager – Service Quality, Corning Inc.
ITSM | Leadership | Strategy | Vision

Code: General

Corning’s ITSM journey began in 2012 with a focus on moving to a new, more efficient software platform ...more designed to manage its traditional service operations functions. The first phase of the project focused on Incident Management, limited Change Management and Service Request Fulfillment, in parallel with the roll-out of ServiceNow. Simultaneously, Corning began the process of sourcing and integrating a new Managed Service Provider (MSP) to perform much of the day-to-day operational support and assume the responsibility of optimizing the investment in its chosen platform. This level of change and complexity had the expected effect of slowing down the timelines and expected outcomes.

However the project received a huge boost in February 2016 when the CIO unveiled the new IT strategy and recognized that Corning needed a drastic change in the way they approach IT. The foundation of the new strategy is a transition to ITSM, using ITIL as the underlying framework. In this informative session, Chris will share how the alignment of the IT strategy and the ITSM Transformation Project was critical and significantly reduced the challenges that the project team was anticipating. In fact, there have already been several requests across other IT groups for additional ITIL training, updates on the ITSM project and a general desire to get involved!

Connect with Chris Hover: ...less
Chris Hover
Renovating The Cock-Pit Midflight: Shifting The IT Cultural Direction Of A 100 Year Company
Lisa M. Valle, Service Management Office Leader, The Boeing Company
ITSM | Leadership | Strategy | Vision

Code: Beyond Beginner

In this session, Lisa will tell a story about how a small IT group at the largest aerospace company in the ...more world were tasked with an audacious goal. Boeing needed to change the way they defined, delivered and articulated the services they provided their customers, internal and external to IT. In this presentation, Lisa will share her leadership journey and what she and the group learned along the way, including:

  • Service management system structure and key elements – if you build it they will come!
  • Process framework – build with a common process theme in mind
  • Defining services around a portfolio architecture – what is a service and who is the real customer anyway?
  • Organizational structure – formal and informal – who are the “passengers” and who is the “pilot”?
Connect with Lisa M. Valle: ...less
David Mainville
The Lost Art Of Designing & Implementing Processes – A Strategic Perspective
David Mainville, CEO & Co-Founder, Navvia
Culture | ITSM

Code: General

Out-of-the-box, Lift and Shift, Process Accelerators – these seem ...more to be the mantras of the day when it comes to process design and implementation. Problem is, these approaches ignore the business and almost always lead to failure. In fact, we see organizations taking these approaches time and time again while expecting different results. Isn’t that Einstein’s “definition of insanity”? We seem to have lost our way. Processes are intended to improve business outcomes; so shouldn’t that be the focus of a good process design? The art of designing and implementing processes starts with understanding what the business needs, then translating that into an implementation that improves outcomes.

Join David as he discusses:

  • Capturing needs in business terms
  • Creating living documents that are simple and easy to understand
  • Using collaboration as a path to adoption
  • Building user stories and technical requirements to drive implementation
  • Embedding the improvements into your organization
Connect with David Mainville: ...less
David Mainville
Learning From Failure…Is It Possible?
Jack Probst, Principal Consultant, Pink Elephant
ITSM | Strategy

Code: General

Is it possible to learn from failure? Failure has traditionally been ...more considered a negative event and one that has to be investigated in order to avoid a recurrence, but can failure also be the source of inspiration, creativity and innovation? Is failure an important ingredient for the vitality of an organization and one that leadership should find ways to leverage? During this session Jack will provide practical methods for an organization to understand failure and to find the inspiration to generate strategic organizational growth.

Connect with Jack Probst: ...less
David Ratcliffe
Ensuring Your IT Function Is Fit For Purpose
David Ratcliffe, President, Pink Elephant
Leadership | Strategy | Vision

Code: General

For the first few decades of corporate IT the words “business and IT alignment” were never uttered. IT fulfilled a useful ...more role more speedily and accurately completing fairly mundane tasks for the Purchasing, Finance and Payroll departments. In more recent times, advances in technology provided opportunities to go beyond simple support for the business and to truly enable a series of new generations of services: mobile access; web sales; social engagement; deeper customer knowledge through big data analysis; and more.

We now see that for some organizations it could be argued IT has actually BECOME the business. While for the rest a critical dependency on IT services has evolved almost without proactive thought or planning. If IT is not working, the business may grind to a halt. If IT is not advancing and predicting the future needs of the business, the business could stagnate and may even fail. The need for IT’s strategy, objectives and priorities to be in lock-step with the business has never been greater. In this session David will explain how you can return to the workplace and follow his multi-step approach for:

  • Validating your understanding of the business direction: Vision, mission and objectives
  • Assessing the strengths, weaknesses, strategy and culture of the IT organization
  • Planning to initially align IT with the business direction, and continuing to stay in alignment
  • Ensuring your IT team are kept fully aware and motivated of their vital roles in delivering valuable services
Connect with David Ratcliffe: ...less
Track 3: Lean IT & Agile

Fast becoming “must-have” tools, senior IT leaders are embracing the principles of Lean and Agile to gain improved efficiency and productivity.

Cindy Trudeau
How To Use A Lean Rapid Process Improvement To Transform The Service Desk
Cindy Trudeau, Senior Consultant
Continual Improvement | ITIL | ITSM | Lean

Code: General

Driven by a Code Blue incident in one of the hospitals which identified key process gaps, a Rapid Process ...more Improvement (RPI) initiative was prompted. Using the ITIL and Lean frameworks, Cindy formed a cross-functional Business and IT team to assess and improve key Service Desk functions including first call resolution, incident ticket resolution verification, and the Service Desk’s role in total contact ownership. Additionally, the team implemented key process improvements including an incident prioritization matrix with service targets for incident communication, acknowledgement and resolution, reduction of reopened tickets and reduction of misrouted tickets. Cindy will explain how using the Lean RPI methodology guided the team through its improvements, while using the ITIL framework applied best practice techniques towards the goal of improved customer satisfaction (both internal and external) by effectively managing incidents in Service Desk.

The main learning objectives from this session are:

  • Understand Lean methodologies
  • How to create an impact and urgency matrix for Incident Management
  • How the Service Desk can improve customer service through total contact ownership
  • How to measure success and continually improve
Connect with Cindy Trudeau: ...less
Niels Loader
Lean IT Transformations – The Great, The Good & The Ugly
Niels Loader, Lean IT Association Chief Examiner, Principal Consultant, Quint Wellington Redwood
ITSM | Lean | Metrics

Code: General

This is a unique opportunity to hear about many Lean IT success stories – ...morein one go! Niels digs into his consultant’s casebook to share nitty gritty details and lessons learned from several IT organizations which have adopted Lean IT principles and practices over the past 5 years. Niels has observed a number of common traits and characteristics that he believes are critical success factors and believes you need to be aware of. His insightful session will include these, together with key messages about the importance of steering your organization, embedding learning as a habit, measuring what you do and the critical role of leadership.

Connect with Niels Loader: ...less
Cathy Kirch
From Service Management Office To Service Management Governance In An Agile World
Cathy Kirch, ITSM Governance Manager, Allstate Insurance Company, itSMF USA President
Agile | DevOps | IT Governance | ITSM

Code: General

As technology organizations embrace Agile development practices, speed ...more to delivery, and a DevOps world, our Service Management processes must become agile, flexible and automated. Understand how this need has driven continuous improvement within a mature Service Management organization, including a shift from a Service Management Office to Governance, role shifts, and the continued importance of engaging the customer.

In this session, Cathy will discuss:

  • A Service Management governance team and their roles
  • Process impacts in an agile development and waterfall world
  • What the new roles and focus areas are
Connect with Cathy Kirch: ...less
Dave van Herpen
Agile ITSM: Practical Experiences On Kanban & Scrum In Services
Dave van Herpen, Management Consultant, Enterprise Agility & DevOps, Sogeti Nederlands B.V
Agile | Continual Improvement | ITSM | Lean | Scrum | Value

Code: General

More than ever, service organizations use Agile approaches to develop ...more software. The reason: it delivers fast results and high quality through constant feedback loops and tight customer involvement. More importantly, Agile explicitly stimulates continuous improvement, but there’s much more value in Agile than this alone. Dave has been using Agile and Lean practices in the ITSM area for many years.

In this session, Dave will use real world examples to illustrate the power of using practices like Scrum, Kanban and self-organizing, multidisciplinary teams. He will also demonstrate the value of integrating Agile, frameworks like ITIL and cultural change. Dave’s session includes a discussion about:

  • How the true business drivers behind Agile work
  • How to take a service perspective on Agile principles and values
  • How to use Kanban in operational service environments
  • How to apply Scrum and Kanban for Continual Service Improvement
Connect with Dave van Herpen: ...less
Dave van Herpen
"Failure" As Success In An Agile World: The Mindset, The Methods & The Landmines
J. Paul Reed, Managing Partner, Release Engineering Approaches & Author, DevOps In Practice
Agile | DevOps | Value

Code: General

"Failing fast," "failing forward" and "learning from failure" are poster slogans ...more of the Agile and DevOps communities focused on iterative, adaptive and rapid value creation. The high-profile cloud based tech company "unicorns" seem to talk endlessly about how they reframe failure into success and manage acceptable risk.

However most organizations have to balance the need and desire of being Agile with very real business and regulatory constraints. Failure for business critical systems of record is simply not an option! So is all this talk of reframing "failure” as "success" within our organizations just that, talk? What does that look like in a traditional company anyway? In this informative and always entertaining session, Paul will explore the mindset, the history, as well as effective methods to move your organization toward it while avoiding land mines along the way.

Connect with J. Paul Reed: ...less
Jonathan Hinkle
Using The Fiery Sword Of Lean With Agile Thinking To Turbocharge Service Management
Jonathan Hinkle, AVP IT Service, American Fidelity
Agile | Lean | Service Desk

Code: General

Effective Service Management can take an IT group, and ...more the whole organization, to the next level. But tackling improvements around Incident, Problem, Change, etc., often seem overwhelming and downright daunting – especially if you are a new manager. The good news is it doesn’t have to be! This session will take you on the journey of the American Fidelity Service Desk – how they went from a low performing “helpless desk” that couldn’t seem to catch a break, to a high performing and valued team on the forefront of organizational change. Learn how they used Lean to improve the Service Desk, which catapulted their area down a path of continuous improvement, and also learn about the application of Agile Operations.

Connect with Jonathan Hinkle: ...less

Track 4: ITIL & IT Service Management

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

Jeff Gill
The Ups & Downs Of Incident & Problem Management Processes
Bob Gribben, Director Of Service Operations, Ohio State University
ITIL | ITSM | Incident Mgt. | Problem Mgt.

Code: Beginner

In this session, Bob will address how Ohio State University uses its Incident and Problem Management processes to keep many parties ...more in-the-know. He will discuss his IT organization’s processes in detail including process documentation, and the steps taken from initial diagnosis, communication, through to root cause analysis. This revealing, grass roots case study will be good for those interested in hearing about the real-world application of ITIL operational concepts.

Connect with Bob Gribben: ...less
Nicole Chesmore
Reduce Enterprise Impact By Over 50%!
Nicole Chesmore, Service Management Leader, Wellmark Blue Cross Blue Shield
Event Mgt. | ITIL | ITSM | Problem Mgt.

Code: General

Problem Management and Event Management tend to be an afterthought in many organizations. In most cases, root cause is made to be a low ...more priority as teams are quick to move onto the next issue.

In 2015 Wellmark Blue Cross Blue Shield’s hard work led them to a nomination for Pink Elephant’s 2015 IT Excellence Award: Project Of The Year. Now, follow their journey which led them to be able to mature processes that drove a 50% reduction in major incidents to the enterprise and a 70% improvement in time to resolution. Shifting focus from finding blame to finding solutions! This not only allowed for a better technology culture, but a more streamlined process that allows for quicker resolution for impacted areas in the organization.

In this presentation, Nicole will discuss a real-world implementation of maturing the ITIL processes that enhance stability and culture for the organization, optimizing customer and business partner loyalty. Nicole will also highlight a few critical lessons learned:

  • Reduction in impact can be accomplished
  • The importance of understanding root cause for the enterprise – how they got there
  • Event Management needs focus
  • Playing ping pong with blame doesn’t improve culture or help the business
Connect with Nicole Chesmore: ...less
Robert Nessler
The Major Incident Juggling Act
Robert Nessler, ITSM Manager, State Of Colorado – Governor's Office Of Information Technology
ITSM | Incident Mgt.

Code: General

Major Incident Management is a tactful balancing act. Robert, who has ...more experience in organizations with constant, concurrent incidents, to organizations with little to no exposure handling outages, will address the intricacies of being an effective Incident Commander and Program Manager.

In this session, Robert will answer the questions:

  • What should the role of an Incident Commander really entail?
  • How can the balance be maintained between driving resolution and following process?
  • How do Incident Managers/Commanders hone their craft?
  • How can we possibly manage the stress?
Connect with Robert Nessler: ...less
Peggy Kay
Creating A Service Culture In A Technology Environment
Peggy Kay, Assistant Vice President, Technology Customer Experience, University Of The Pacific
Change Mgt. | ITSM | Incident Mgt. | Problem Mgt. | Service Level Mgt.

Code: Beginner

In May 2015, the University Of The Pacific embarked ...moreon an information technology service management program which focused on developing and implementing improved processes and services to realize efficiencies and reduce costs. During this presentation, Peggy will discuss the journey taken to define their program, and outline the successes and challenges faced along the way. She will also discuss how the key to ensuring success was aligning the disbursed technology support across the university’s numerous schools and three campuses through Incident, Problem and Change process deployment; in the end consolidating seven different ticketing systems into one single system.

Peggy’s discussion will include:

  • Examples of the improvements made for reducing costs through improved key services
  • Examples of the collaborative cycle of activities used to define, document, monitor, measure, review and improve deployed services throughout their lifecycles
  • A review of the end-to-end Service Level Agreement (SLAs) with customers with defined service level targets that enable more efficient and effective management of IT services...less
Peggy Kay
HMS…A Continuous ITIL Journey
Debbie Balmos, Director, IT Support, HMS
Continual Improvement | ITIL | ITSM

Code: Beginner

HMS provides the broadest range of cost containment for healthcare payers in America. Using innovative technology as well as powerful...more  data services and analytics, their solutions cover the entire payment continuum.

Like many organizations, HMS found themselves at a crossroads when they seemingly grew overnight from a Mom and Pop shop into a mid-sized organization. When this growth occurred, there were numerous key factors that were not in place. They didn’t have the internal expertise or the resources to make the necessary changes to enable the organization to be scalable, and basic ITIL principles were completely absent. In this discussion, learn how HMS employed ITIL methodology to mature their IT organization. Join Debbie as she explains where HMS started, where they are now and where they are going in the future on their road to maturity.

The main learning objectives of this session are to:

  1. See how applying basic ITIL methodology in small increments made a large impact to the organization
  2. Learn how taking a prescriptive approach to managing change helped deal with analysis paralysis
  3. Understand how Continual Service Improvement keeps processes relevant, fresh and scalable
Connect with Debbie Balmos: ...less
Tracey Richardson
ITSM: Why It’s A Journey Worth Taking
Tracey Richardson, Senior Director, Service Management, Ohio State University

Code: General

In 2009, with the goal of achieving service delivery excellence, the...more Ohio State University’s central IT organization (Office of the CIO – OCIO) embarked on its journey to adapt the ITIL best practice framework. This has been a considerable undertaking as the OCIO supports over 120,000 “Buckeyes” including faculty, staff and students in various campus locations. Many challenges have been encountered and overcome since 2009, while others are still a work-in-progress. Join Tracey in this engaging presentation as she takes you through the Ohio State University’s ITSM journey. She will share what worked and what didn’t work, their current state and most importantly, the lessons learned. This session has something for everyone whether you are just beginning your ITSM journey or well underway.

Connect with Tracey Richardson: ...less
Track 5: ITIL – Ten Years Later

The ITIL framework was introduced in England over two decades ago, and today it is the most universally adopted IT management approach of all time. In North America, there are many organizations who have been successfully using ITIL principles for over ten years – we’re bringing them to you! Don’t miss this unique opportunity to hear what they have to say about the right way, versus the wrong way to adopt, adapt and apply ITIL best practices.

Dennis Ravenelle
ITIL – 10 Years Later – Harvard University
Dennis Ravenelle, Release Project Manager, Harvard University
Agile | COBIT | Cloud | DevOps | ITIL | ITSM | Value

Code: Beyond Beginner

Harvard University is one of the most prestigious universities in the world and a $4.2 billion enterprise. Twelve degree-granting schools ...more serve more than 20,000 degree candidates including undergraduate, graduate and professional students. Harvard’s ITSM journey began in 2007 in response to a COBIT audit by internal auditors. Driven by a clear mission and values, the climb up the maturity scale has continued through organizational and technological transformations and consolidations. Today, ITSM and ITIL remains a foundational piece of transforming their traditional workforce to survive and thrive in an Agile, DevOps, cloud-based world.

Connect with Dennis Ravenelle: ...less
David Chiu
ITIL – 10 Years Later – Bank Of Montreal (BMO)
David Chiu, Director ITSM Process & Solutions, BMO Financial Group
Culture | ITIL | ITSM

In 2001 BMO began an ITSM journey that began in their ...more Private Client Investment business unit and then expanded to their Enterprise IT Function. During this 15 year journey, BMO’s adoption of ITIL and ITSM practices has taken several surprising turns, such as the cross over into business unit adoption, enterprise process automation, data analytics and asset management.

While the drivers, projects and objectives have changed over time, the BMO journey represents a good case study of how the principles that were initialized over 15 years ago have helped shape the BMO IT culture, processes and technology strategies over time.

Stay tuned for a more detailed session description.

Connect with David Chiu: ...less
Automated Incident Tickets Trending & Anomaly Detection For Quick Insights & Actions
David Chiu, Director ITSM Process & Solutions, BMO Financial Group
ITSM | Incident Mgt. | Problem Mgt.

Code: General

For large organizations with over 10,000s to 100,000s of incident tickets every...more week, the ability to quickly identify trends, spot anomalies, or recognize certain patterns from the huge volume of tickets could be a daunting task. In this session, you will learn how the BMO Financial group is able to automate incident ticket trending to reduce what used to take weeks, to hours. David will share the techniques, tools, and even the mathematical models used for performing incident trending at scale. This enabled BMO to mine structured data such as incident product categories, and unstructured data in free form texts, enabling them to turn data into insights for problem investigation.

Connect with David Chiu: ...less
Lisa Willis
Working As Designed – Using Problem Management To Improve The Customer Experience & Reduce Expenses
Lisa Willis, Operations Product & Service Quality Leader, Allstate Insurance Company
ITIL | ITSM | Metrics | Problem Mgt

Code: Beyond Beginner

Working as Designed (WAD) issues can potentially be used as an excuse for...more customer irritants and unnecessary support expenses – but they shouldn’t be. Problem Management is a proven solution for ensuring continued availability. However, it is often overlooked as a tool for preventing potential quality issues, which can include recurring WAD Incident trends caused by application design, functionality and ineffective error messaging. When used creatively and with proper leadership support, Problem Management and Continual Service Improvement can maximize the customer experience and minimize the issues encountered by help desks, customer service, and operations organizations.

Allstate is already reaping the benefits of its investment in establishing an operations ITIL trained team focused on addressing potential WAD issues. Join Lisa in this session as she shares the story of Allstate’s journey, along with learnings and successes!

The main learning objectives of this presentation include:

  • How to quantify your data in a way that results in investment in solutions
  • How to effectively present your business case by drawing line of sight to the customer
  • What skills and talent you need to build a successful team of storytellers and solution drivers ...less
Elaine Lauritzen
An Unexpected Journey: Solving Real-World Problems, Building Partnerships & Slaying IT Dragons Along The Way
Elaine Lauritzen, Managing Director, OIT Support Services, Office Of IT, Brigham Young University
Business Relationship Mgt. | Culture | ITIL | ITSM

Code: General

Brigham Young University (BYU), established in 1875, houses a very ...more large IT Infrastructure supporting 30,000 on-campus and 300,000 distance learning students. The centralized Office of IT runs with 245 full-time employees and about 500 part-time student employees. A bold move in 2003 completely changed the way BYU IT was managed and organized. A huge challenge was issued and the journey began. Along the way BYU has encountered significant problems and sword-wielding, pitchfork-carrying angry mobs. But, help was found in unexpected places and with unforeseen allies. Partnerships with the business and teaching functions of the University have been forged. Tools have been built, rebuilt, discarded, sharpened, and replaced. ITIL/ITSM practices have been woven and re-woven into BYU’s culture throughout the journey and have proven to be a sure but ever-changing foundation as they boldly move forward into the cloudy agile future.

Join Elaine as she details BYU’s 10+ year ITIL journey, how the ITSM principles have been embraced, morphed and changed over the years. She will also discuss the drivers that kept the core ITSM principles active and alive even though the name has changed.

Connect with Elaine Lauritzen: ...less
Brian Newcomb
ITIL – 10 Years Later – It's Not Just For IT
Brian Newcomb, Director, Technology, Process & Data Solutions, Ohio State University
Business Relationship Mgt. | ITIL | ITSM | Value

Code: General

It has been 10 years since Ohio State University (OSU) began ...more looking at ITIL within the central IT organization. Since then, ITIL Service Management has migrated out of IT and into the business. The Office of Human Resources has launched a ‘Service Delivery’ project to improve the ease, consistency and effectiveness of HR at OSU. This includes standardization of HR processes and roles across 11 distributed service centers, establishing an operations support center, implementing an enterprise-wide case management tool, and providing transparency through metrics and dashboards.

Leveraging the core concepts, ITIL Service Management in a ‘non-IT’ environment takes even more commitment to use the best practices to the right degree for the organization and to avoid being overly tied to ‘IT Best Practice’ terminology.

In this session, Brian will provide a brief history of ITIL at OSU and focus on how the general principles are being used to advance a key improvement initiative within the HR business area. Brian will address the challenges of introducing ‘IT originated’ best practices to the business and how the business and IT are collaborating in order to manage support. People, process, and technology, each have integration areas in this new way of managing the ultimate value stream for the organization.

Connect with Brian Newcomb: ...less
Cathy Kirch
ITSM – A Disruptive Journey Through A Decade: How Have We Changed?
Cathy Kirch, ITSM Governance Manager, Allstate Insurance Company, itSMF USA President
Culture | ITSM

Code: General

Today is the slowest pace of change that we will ever experience. The last decade ...more has shown us that technology is in a disruptive transition moving faster than ever. During this same time, many organizations have been working hard at initializing and advancing their place with Service Management. In this session, you will hear how efforts focused on IT Service Management, from startup and stabilization, adjust and move forward to keep pace with the changes around us.

In this session, Cathy will discuss:

  • The startup phase of Service Management processes design
  • The importance of organizational change through communications and training
  • The maturity phase of Service Management
  • Addressing Service Management processes to be agile and flexible in the evolving technology space
Connect with Cathy Kirch: ...less
Track 6: DevOps

There are many misconceptions today about what DevOps is and what it is not! Speakers in this track discuss the ins and outs and profile how to gain real business benefits from DevOps. Learn why it is essential for any business aspiring to be lean, agile and able to respond rapidly to changing customer and marketplace demands.

Rob England
Messing With Your Head: How DevOps Changes Everything
Rob England, The IT Skeptic
DevOps | ITSM

Code: General

Rob will look at how DevOps turns some fundamental principles of IT and ITSM on their heads, with new concepts such as high velocity ...more 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. Rob invites you to come and have your IT fundamental axioms challenged.

Connect with Rob England: ...less
Rob England
Get Out Of The Way: Moving From Change Control To Change Facilitation
Rob England, The IT Skeptic
Agile | Change Mgt. | DevOps | Release Mgt. | Value

Code: General

Our IT world is changing, and this is best exemplified by DevOps. We need to accommodate faster cadences ...more of change. We need to optimize our value streams and remove constraints to flow of work. One of the bottlenecks in many organizations is IT operational change and release management. These processes need to move from being gatekeepers to being facilitators. The goal becomes ensuring as much change happens as fast as possible.

In this session, Rob will discuss:

  • Identifying if Change and/or Release is a constraint
  • (Re)defining the roles and responsibilities of Change Management
  • The implications of DevOps and how to roll with it
  • Automation
  • Scaled Agile Framework as one option to manage Agile at scale
  • Using the Agile Service Management method to adapt our practices
Connect with Rob England: ...less
Rob England
The Toolsmiths: The Changing Roles In IT Operations
Rob England, The IT Skeptic
DevOps | Business Relationship Mgt.

Code: General

We're using the term "Operations" here in the broadest sense of "everything not Build/Development", i.e. including ...more Change, Release, infrastructure (servers, networks, storage, facilities), security, database, Business Relationship Management (BRM), support, risk, DR...

As DevOps becomes business as usual over the coming years, the function of IT Operations is moving from building and managing the Production environment (as well as the platforms and environments for non-Production) to building and managing the automation tools so that others (Build teams) can build and manage Production. This creates several career directions for us. Rob will take you through:

  • Infrastructure as Code
  • Automation
  • The constraints of Legacy infrastructure and applications
  • The changing Operations world
  • "DevOps" roles in Build and in Operations
  • Career directions
Connect with Rob England: ...less
Rob England
Accelerating ITSM With A Lean & DevOps Mindset!
Paul Henell, VP IT Service Management, Prudential Group Insurance
Culture | Devops | ITSM | Lean | Value

Code: Beyond Beginner

The initial phase of Prudential Group Insurance’s ITSM transformation ...more delivered on its value objectives by moving a siloed IT culture to an outcome based organization which delivered repeatable and reliable IT services. However, an unintended consequence was that the pendulum swung too far in the other direction creating the perception that processes were heavier than necessary.

To address this challenge, Prudential turned to Lean and DevOps principles and automation to create the mindset, skills and technical capabilities required to create a modern and efficient software delivery factory. However Prudential’s Lean journey did not start as a formal program! They understood that they needed to build a receptive environment. The earliest focus was on creating a cultural framework focused on customer value and speed of execution. Building on their ITIL journey, Prudential provided Lean IT Foundation training to their staff (to soften the ground) in order to create openness to accelerated DevOps practices.

In this practical case study session, Paul will share with you the details related to Prudential Group Insurance’s Lean and DevOps journey to drive efficiency, right-size processes and further drive employee engagement.

Connect with Paul Henell: ...less
Troy DuMoulin
Agile, Lean & DevOps: Working Together To Increase ITSM Efficiency
Troy DuMoulin, VP, Research & Development, Pink Elephant
Agile | DevOps | Lean

Code: General

Many organizations are being challenged to complete everyday tasks ...more “better, faster, cheaper”. But how can this be accomplished?

As organizations shift gears to accommodate the business need for speed and agility demanded by the digital economy, there is a growing interest in models and methods to accelerate business value generation. However, at the same time there is growing confusion on how these different models such as Lean, Agile Software Development and DevOps connect and how they relate to the principles and practices of IT Service Management.

Join Troy as he reveals how Agile, Lean and DevOps can work together to help your organization achieve the elusive challenge to be “better, faster, cheaper”.

Connect with Troy DuMoulin: ...less
Track 7: Organizational Change Management

Organizational Change Management is the approach for transitioning individuals and teams to a desired future state. It involves managing the effect of new business processes, changes in organizational structure or cultural changes within an enterprise. Simply put, Organizational Change Management addresses the people side of change.

Charlie Miles
The Importance Of Stakeholder Management During Major Change
Charlie Miles, Management Consultant, Pink Elephant
ITIL | Organizational Change

Code: Beyond Beginner

In this session, Charlie will highlight a training module taken from the ITIL Practitioner Certification Course, which addresses key business and ...more management skills, models and tools needed for successful adoption and application of ITIL processes. Specifically, Charlie will profile the following components taken from the Organizational Change Management section of the course: Stakeholder Analysis Worksheet; Stakeholder Map (Power/Interest Grid); and the Stakeholder Communication Plan Template.

Stakeholder management is an important discipline used to gain the support of others who have a vested interest and who play a key role in major change initiatives. Charlie will review why it is critical to identify key stakeholders and how to effectively determine the level and type of communication needed to win and keep their ongoing support, by using the tools noted above.

Connect with Charlie Miles: ...less
Charlie Miles
The Four Keys Of Engaging All Personalities & Perspectives
Joe Foster, IT Client Services Manager, Sempra US Gas & Power
ITSM | Organizational Change

Code: Beginner

In this unique case study presentation, Joe combines real world experiences from his organization with the ...more latest findings in neuroscience to demonstrate how addressing different perspectives can make or break an ITSM project. Joe will discuss that no matter what type of ITSM initiative you are working on, it is vital to understand all the different ways stakeholders will view the project. This requires putting yourself in other people’s shoes, which isn’t always an easy thing to do. He will profile examples of how he addressed this very important component of leading change. His findings show there are a higher percentage of personalities focused on the technical aspects of a project, but there is also the need to address the usability and cultural aspects as well. Sempra has observed that these common IT “blind spots” will often be overlooked and can have major negative impacts on ITSM organizational change efforts. Using multi-media content, and entertaining personal stories, Joe promises to take an engaging and interactive approach to profile how Sempra has tackled an often overlooked subject within the IT industry…how to incorporate the “human factor” into projects.

Connect with Joe Foster: ...less
Peter Hubbard
The 4 P’s Of Successful ITSM Change Projects: People, People, People, People
Peter Hubbard, Principal Consultant, Pink Elephant
Culture | ITSM | Organizational Change

Code: General

Research shows that the failure rate of implementing organizational change projects, such as...more implementing (ITSM), has stayed at a steady 70% for almost 20 years. So by simple process of deduction, anyone undertaking an ITIL implementation project is almost twice as likely to fail as they are to succeed. It's a small wonder the amount of money wasted in failed projects in this area topped $55 billion a year – in the US alone. The number one reason given by organizations regarding their failure has remained constant for the whole period – resistance to change by the people who must carry out the work.

During this session, Peter will take you on a journey through the ABCs of change – Attitude, Behavior and Culture. His presentation includes:

  • Steps you can take to mitigate ABC related risks and ensure your change project is successful
  • An introduction to the Greiner growth model used to understand how an organization, such as an IT department, grows and changes over time
  • What pain points are expected and how to deal with them
  • Support and guidance on which areas of ITIL should be implemented prior to others, letting you build your own roadmap for overall ITSM implementation
  • The Do’s and Don’ts of organizational change, giving you an edge to understand how to best approach the critical people aspect of implementing ITSM
Connect with Peter Hubbard: ...less
Jennifer Bonine
Leading Change – Even If You’re Not In Charge
Jennifer Bonine, Vice President Of Solutions, tapQA
Communications | Leadership | Organizational Change

Code: General

Has this happened to you? You try to implement a change in your organization and it doesn’t...more get the support that you thought it would. And, to make matters worse, you can't figure out why. Or, you have a great idea but can’t get the resources required for successful implementation. Jennifer Bonine shares a toolkit of techniques to help you determine which ideas will – and will not – work within your organization. This toolkit includes five rules for change management, a checklist to help you determine the type of change process needed in your organization, techniques for communicating your ideas to your target audience, a set of questions you can ask to better understand your executives’ goals, and methods for overcoming resistance to change from teams you don’t lead. These tools – together with an awareness of your organization’s core culture – will help you identify which changes you can successfully implement and which you should leave until another day.

Connect with Jennifer Bonine: ...less
Carol Christobek
Namaste ITSM! Using Service Management To Establish A High Performing Insource Organization In India
Carol Christobek, Director, IT Customer Support & Service Delivery, Ashland Inc.
Culture | ITSM | Organizational Change

Code: General

Ashland – a global manufacturer of specialty chemicals – elected to expand ...more a very small IT organization in Hyderabad, India. The office was originally part of the acquisition of ISP Specialty Chemicals in 2012. From an original group of 14 IT employees, they rapidly expanded their IT workforce to nearly 90 people by the end of 2016, and plan to grow to more than 100 employees in 2017. The IT staff is a part of the Ashland Global Business Services organization, which includes business support areas such as Finance, Environmental, Health & Safety, Marketing and Business Analysis. This session will focus on the use of ITSM and ITIL principles to establish the foundation for a high performance IT team. Carol will share the lessons learned in this journey, such as:

  • Challenges of building an IT organization in India
  • Organizational Change Management
  • Cultural issues in managing global employees ...less
Ian Teasdale
Oxford University – An ITSM Change Story In Higher Education
Ian Teasdale, Deputy Director, Customer Services, Oxford University
Culture | ITSM | Organizational Change

Code: General

The University of Oxford is more than 800 years old and is ...more the oldest English speaking university in the world. In August 2012 the University merged its three central IT departments, beginning a process of consolidation and improvement. In this presentation, Ian will talk about how a project to implement a common service management tool and process began to transform how IT is delivered in the University. Implementing change in a diverse, centuries-old organization is far from simple. Ian will share his experiences and also highlight some key lessons learned along the way, including: IT versus Business Change; how to win over the cynics; why the end of the project is only really the beginning!

Connect with Ian Teasdale: ...less
Jonathan Leckey
Getting By With A Little Help From Your Friends – Applying Transformational Lessons From IT Into The Business
Jonathan Leckey, Head Of Operations, AutoTrader, UK
Agile | Culture | DevOps | Organizational Change

Code: General

Over the past 5 years Auto Trader has undergone a major organizational and cultural change ...more that has transformed how the various functions within the company collaborate and communicate with each other. It began with a focus on Agile, then DevOps and continued with the adoption of the Spotify organizational model – the formation of tribes, squads, guilds and chapters – and is now focusing on becoming a lean, learning organization.

The various approaches have proved to be so successful that they are now being adopted by other areas of the business outside of technology, with the latter playing a key role in implementing the changes across the wider organization.

During this presentation, Jonathan will discuss the various stages of their journey and how over time, helped create an organization that is truly open, transparent and collaborative. He will also talk about how beneficial it is to communicate within teams, between teams and across functions and how your organizational structure is the key to how well your business collaborates and communicates internally. ...less

Gary Case
The Impact Organizational Change Management Plays In The Success Or Failure Of Any Change Initiative
Gary Case, Principal Consultant, Pink Elephant
Organizational Change

Code: General

If you don’t manage organizational change, it will certainly manage you! Simple ...more but true words. While the people, process and technology trilogy has been around for many years these three factors are not equal in relationship to their impact on change initiatives. Multiple studies have shown the failure rate for major initiatives consistently ranges from 60%-70% with the root cause almost always attributable to issues related to attitude, behaviour and culture; in other words people issues! Despite this overwhelming data most organizations invest their available time and budgets on technology management and process changes with very little being spent on organizational change. During this practical session Gary will discuss the key activities and proven best practices which create positive impact on change initiatives, including:

  • Effective Stakeholder Management
  • Enabling Employee Engagement
  • Establishing Two Way Communication
  • Executing Effective Training
Connect with Gary Case: ...less
Gary Case
Leading Change: Kotter’s 8-Step Model
Gary Case, Principal Consultant, Pink Elephant
Communications | Leadership | Organizational Change

Code: General

A conference main-stay, and favorite from Harvard Business School. Every ...more 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: ...less
Track 8: Pink Think Tank

Each year we gather the brightest minds to explore today’s most pressing issues and trends. The Pink Think Tank (PTT) team gathers for a full day during the weekend before the conference to debate and discuss a specific topic. During the conference, their findings are presented and white papers are also made available.

Topic: What Do Leaders Need To Know About Strategic Critical Success Factors (CSFs) For DevOps?

The buzz and adoption of DevOps principles is sweeping through the IT industry bringing with it a welcome focus on systemic thinking, value stream optimization and a culture of end-to-end collaboration. At the heart of this movement is a welcomed focus on breaking down silos and focusing on the cross functional work required to improve the value delivery.

Pink17's PTT members are the following industry experts:

Niels Loader Jack Probst Jack Probst Mike Orzen Niels Loader
Gary Case,
Principal Consultant, 
Pink Elephant
Jack Probst,
Principal Consultant,
Pink Elephant
Troy DuMoulin,
VP, Research &
Pink Elephant
Mike Orzen,
Lean IT Pioneer,
Mike Orzen &
Cindy Trudeau,
Director IT
Customer Services,
Rob England Niels Loader Dave Van Herpen Jayne Groll Jason Walker
Rob England,
The IT Skeptic
Niels Loader,
Principal Consultant,
High Performance
IT, Quint
Wellington Redwood
Dave van Herpen,
Management Consultant,
Enterprise Agility
& DevOps,
Sogeti Nederlands
Jayne Groll,
& Board Member
Of The DevOps Institute (DOI)
Jason Walker,
Enterprise Architect,

This year the PTT will focus on identifying the organizational CSFs required to answer the key questions:

  • Culture:
    • How do we enable cross-functional work across silos?
    • How do we set, share and manage priorities?
  • Organization:
    • What organizational structures are required – continue the traditional
    • Hierarchical model or is there a shift to a matrix model?
  • People:
    • How do we do teaming and assign resources?
    • How to structure our reward systems? Etc...
  • Business Alignment:
    • What role does the business play in setting development strategies within IT?
    • How is the Business/IT Operating Model changed?

It is essential for leaders at all levels to understand and address these questions now in order to deliver on the DevOps promise of increasing Speed To Value, an extended journey for any organization.

Niels Loader
What Do Leaders Need To Know About Strategic Critical Success Factors For DevOps?
Niels Loader, Principal Consultant, High Performance IT, Quint Wellington Redwood
Culture | DevOps | Leadership | Value

Code: General

The goal of DevOps is to ultimately improve the quality and speed ...more of value delivery to the business by focusing on optimizing the flow of work within cross-functional teams. By removing organizational handoffs between teams and focusing on standardization and automation, service delivery organizations improve flow and gain true agility!

Leaders wishing to achieve this agility need to look at the decisions they make today related to structure, policy, process and tooling. In essence they need to understand that their responsibility is to solve any problem that stands in the way of flow. Leaders must understand that it is their decisions that determine whether the organization achieves the benefits of DevOps or not.

Join Niels as he helps you answer the following questions and more:

  1. Do you agree that the current silo-based structure of IT impedes flow?
  2. Do you ensure that quality is built in at the source of what your teams do?
  3. Do you empower teams to experiment and improve their own work?
  4. Are you focused on creating accountable and self-directing teams that have the ability to deliver?

There are many Critical Success Factors to improved flow and DevOps success, but the most critical is understanding leaderships role in creating a culture focused on customer value.

Connect with Niels Loader: ...less
Troy DuMoulin
DevOps Principles & Practices: A Leadership Perspective
Troy DuMoulin, VP, Research & Development, Pink Elephant
Agile | DevOps | ITSM | Lean | Value

Code: General

At the heart of the DevOps movement is a cultural belief and set of practices ...more which foster a change in values around how IT professionals work within shared value streams. Building on the principles of Lean IT and Agile, DevOps has become a banner term to describe a collaborative working environment leveraging emerging virtual technologies where the goal of the organization is to increasingly become more nimble and responsive to the growing rate of demand from their customers.

In this session, Troy will share what leaders need to understand about the various best practices and emerging technologies related to DevOps such as Lean IT, Agile, Theory Of Constraints, Continuous Integration and Deployment and ITSM. He will also demonstrate how these key elements can effectively be applied to more than just software to enable organizational change and improve the velocity of key IT delivery processes.

Connect with Troy DuMoulin: ...less
Dave van Herpen
Behavioral Science: Creating High-Performance Teams With DevOps Behavior
Dave van Herpen, Management Consultant, Enterprise Agility & DevOps, Sogeti Nederlands B.V
Culture | DevOps

Code: General

Behavioral science has been defined as the analysis and investigation ...more of human behavior. It attempts to accomplish legitimate, objective conclusions through rigorous formulations and observations. In any DevOps journey, cultural change is both inevitable and crucial at the same time. With culture being rather vague, and not very practical, the change initiative can be very daunting. Behavioral science has been applied to accelerate the DevOps transformation in multiple international organizations with much success.

During this session, Dave will illustrate some useful behavioral tools and practices, such as the behavioral change protocol, pinpointing behavior, reward systems and reinforcement mechanisms. He will show how leaders and teams can apply these to achieve the required adoption of the DevOps mindset.

Connect with Dave van Herpen: ...less
Dave van Herpen
DevOps Teams: A Continuous Engagement Approach
Jayne Groll, Co-Founder & Board Member Of The DevOps Institute (DOI)
Culture | DevOps | Leadership | Organizational Change | Value

Code: Beyond Beginner

The rise of Agile software development has increased the creation of ...more small, self-organizing development teams responsible for developing aspects of a specific product. With the growing interest and adoption of DevOps, does the Scrum Team now give way to a slightly larger, more inclusive DevOps Team? Will that team embed a holistic set of IT roles and skills?

During this session Jayne will provide insight into emerging DevOps roles, skills and competencies that are delivering real value to successful DevOps. In particular, she will explore various models for DevOps Teams to support continuous engagement, shared accountabilities, faster deployments and increasing trust between DevOps, Ops, Security, QA and Support.

Join Jayne as she discusses:

  • The definition and description of emerging DevOps roles and skills including those focused on people, practices and automation
  • Models and approaches for the creation of DevOps Teams including how their value creation differs from today’s hierarchal IT organization
  • Guidance on cultural, leadership and organizational considerations (including HR and middle management)
  • An understanding of the challenges, risks and benefits of the creation of a DevOps Team
  • How to get started
Connect with Jayne Groll: ...less
Cindy Trudeau
When Your CIO Says “No” Or “No More” To ITIL…Deploy DevOps!
Cindy Trudeau, Senior Consultant
DevOps | ITIL | ITSM

Code: General

The all-new IT Management team at HonorHealth was faced with the challenges ...more of an inherited tool-based ITSM implementation, competing priorities for staff resources and funding, and a lack of senior leadership patience for a multi-year ITIL implementation. After repeated failures to achieve buy-in for funding for ITSM FTEs, process development and improvement initiatives, the team identified their current pain points and designed a new Plan-Build-Transition-Run organizational model with an agile implementation approach.

During this session Cindy will discuss how her team turned a “No” into a “Yes” by developing a blended staffing strategy to successfully gain senior leadership support. Cindy will also describe how her team transformed workforce capabilities utilizing key concepts from DevOps and ITIL to build the right IT team and skills for a Healthcare organization utilizing off-the-shelf technology (yes, DevOps does work for both custom build and standard configuration shops).

Connect with Cindy Trudeau: ...less
Cindy Trudeau
The Pink Think Tank Report: What Do Leaders Need To Know About Strategic Critical Success Factors (CSFs) For DevOps?
Rob England, The IT Skeptic
Culture | DevOps | Value

Code: General

The buzz and adoption of DevOps principles is sweeping ...more through the IT industry bringing with it a welcome focus on systemic thinking, value stream optimization and a culture of end-to-end collaboration. At the heart of this movement is a welcomed focus on breaking down silos and focusing on the cross-functional work required to improve the value delivery.

This year the Pink Think Tank (PTT) has focused on identifying the non-technical CSFs required to establish and sustain a DevOps approach to value creation. Join Rob as he outlines the findings of this year’s PTT outputs related to the following key categories:

  • Culture
  • Organization
  • People
  • Business Alignment
  • Value creation
Connect with Rob England: ...less
Cindy Trudeau
Leveling Up To Digital & Modern IT: A Story Of (Anti?) Hero Tactics To Get Stuff Done
Jason Walker, Enterprise Architect, Cargill
DevOps | ITSM

Code: General

For many people the term DevOps remains a vague and ...more hard to define promise of improved agility and speed to value. Created somehow through a mixture of approaches such as team collaboration, Lean thinking, experimental learning, continuous process improvement and automation.

Despite this lack of clarity, the need to go faster is driving organizational and process change under the DevOps banner where terms like “transform” are used to describe a shift towards accelerated and agile outcomes delivery. This includes standing-up to so called “DevOps Teams”, to either expand or just spread a little agile approach throughout the organization, or just implementing new tools without addressing team structure and incentives.

These are traps that every IT professional needs to understand in order to establish the path that they will have to navigate to avoid common pitfalls. In the session, Jason with leverage his extensive personal experience from DevOps transformations projects to provide four specific tactics that will help your organization expand the adoption of a DevOps mode of IT service delivery.

Connect with Jason Walker: ...less
Track 9: Tools & Technology

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

Charlie Miles
Business & Vendor Relationship Management: Service Management Of The Future
Charlie Miles, Management Consultant, Pink Elephant
Business Relationship Mgt. | ITSM | Value

Code: Beyond Beginner

In today's world of Business and IT Management, there is an ...more ever-increasing reliance upon our IT suppliers and vendors for assets and services which will only become more prevalent in the future. The future of Service Management and the future of the IT management professional will be greatly dependent upon their ability to understand business requirements for services. They must be able to translate and align those requirements with a multitude of cloud service offerings and successfully negotiate contracts that add value to the business, manage the inter-relationship – and integration – of multiple suppliers as well manage the relationship with each supplier. The future is not arriving quickly, it is already here – are you ready, willing and able for today's future?

Connect with Charlie Miles: ...less
Charlie Miles
Service Management & The Internet Of Everything
Charlie Miles, Management Consultant, Pink Elephant
Automation | Cloud | ITSM | Mobile

Code: General

Take a leisurely trip back in history and reminisce about the easy ...more life of the IT management professional of yesteryear, and then travel forward to see how the life of that IT manager has evolved into the hectic and crazed world of today. It seems that today every mundane day-to-day thing is enabled to capture data, store data and transmit data. Therefore those mundane day-to-day things could also be part of an IT service that needs to be managed. Are you ready to manage and support a break room service, an employee health monitoring service, or an office plant-watering service. Seems ridiculous; go ahead and laugh about things like chairs and coffee makers and soil moisture detectors having to be managed as IT assets and services…until, that is, you start crying when reality sets in.

Connect with Charlie Miles: ...less
Bob Whirley
Pivoting To An Automated "Self-Healing" Strategy & Reducing OPEX
Bob Whirley, CEO, Utopic Software
Automation | Incident Mgt. | ITSM

Code: General

Self-healing PCs is the proverbial gold standard for ITSM. It ...more not only improves end-user productivity and compute integrity, but also helps maintain an optimized infrastructure with the control and maintenance of the last known ideal/approved state of each device. To that end it can have a profound effect on reducing operational expenditures. But how do you get there? Which processes, policies and configurations needs to be in place and automated to achieve what was once thought as a myth. In the end, the adoption of an automated self-healing strategy streamlines the complexities, resources and time commitments once associated with troubleshooting, break/fix repair, root cause identification imaging/re-imaging, configuring, compliance, and other issues that contribute to an organization's technical debt.

Join Bob as he shares how a self-healing strategy can:

  • Reduce break/fix issues by 70%
  • Get users back to productivity in about 45 seconds (in a single on-demand reboot of the device)
  • Allow for streamlined and successful change management
  • Eliminate re-imaging, stifle misconfiguration and application drift
  • Demonstrate control over infrastructure; prevent unauthorized change
  • Create the necessary efficiencies to dramatically improve help desk flexibility and response
Connect with Bob Whirley: ...less
Jarod Greene
Best Practices For IT Customer Satisfaction
Jarod Greene, Vice President Of Product Marketing, Cherwell Software
Business Relationship Mgt. | ITSM | Metrics

Code: General

IT customer satisfaction is no longer a vanity metric. As technology becomes ...more rooted in every single business process, the level of satisfaction that the business has with the enabling technologies matters, and IT leaders can no longer ignore poor user experience and sentiment.

Join Jarod as he outlines best practices and approaches for not only increasing IT customer satisfaction response rates, but how to best communicate your plans to address their concerns and better meet their expectations.

Connect with Jarod Greene: ...less
Evan Carlson
What Is A Mobile-First Service Management Platform?
Evan Carlson, Vice President Of Sales, EasyVista
Automation | Cloud | ITSM | Metrics | Mobile

Code: General

If you’re an IT leader, then buying Service Management solutions is nothing ...more new. What is new is buying solutions that address the evolved mobile enterprise. With the impact of SMAC (social, mobile, analytics, and cloud) in recent years, requirements have changed. It’s not just about internal-facing IT operations; it’s about reinventing service management for the mobile user, making it easy to deliver and easy to use. It’s about automating and personalizing service delivery for employees and other end users so they get the consumer-like experience engaging with IT that they’ve come to know in their personal lives. For IT, this is an exciting and progressive challenge with the right solution. With the wrong solution it can be an expensive disaster that leaves you stuck in the IT world of yesteryear.

Join Evan to get a complete view of what’s in store for the future of Service Management. Learn what you need to know about today’s Service Management with the following topics:

  • The market forces and trends driving a new era Service Management
  • How to meet the service expectations of your mobile users
  • What is the impact of not meeting user needs
  • What is a “mobile-first” solution and why is it important
  • The 10 “must ask” questions for solution vendors to ensure success
  • How to avoid the “gotchas” in Service Management solutions today
Connect with Evan Carlson: ...less
Pedro Soto
Everything As A Service – The Next Frontier In ITSM
Pedro Soto, Managing Director, TOPDesk
Cloud | ITSM | Metrics | Value

Code: General

IT groups are having to focus more on delivering the results and performance ...more their companies expect than on owning and maintaining the technologies required to fulfill their mission. The move to the cloud and outsourcing are part of this trend. TOPDesk believes most, if not all, non-differentiating IT functions will continue to be commoditized and outsourced thereby requiring IT groups to excel at managing, monitoring and tracking the third party suppliers they depend on to fulfill their critical service delivery mission. ITSM “Chain Integration” is the name we give to the process that connects an IT group and all its third-party suppliers in delivering the complete service value to the business.

During this session, Pedro will define and illustrate what ITSM Chain Integration is, the challenges it brings, and the impact that IT groups can expect from their ability to adopt it.

Connect with Pedro Soto: ...less
Narain Muralidharan
Drive Self-Service Adoption: Think Like A Growth Hacker
Narain Muralidharan, Product Marketing Manager, Freshservice
ITSM | Self-Service

Code: General

In this session, Narain will discuss how to take cues from product marketing ...more and growth hacking, to learn some of the tried and tested methods to increase self-service adoption.

Self-service adoption is the ultimate acid test for any IT organization. After putting your heart and soul into rolling out the perfect tools and processes, not to mention all the time and money spent on it, more often than not its efforts are in vain. Most users continue to circumvent self-service altogether, thus defeating the whole purpose of a self-help facility.

Self-service is often the holy grail of a good service desk, and just like a new product from an immature start-up, it needs growth hacking to gain traction. Product adoption and usage makes or breaks a product, and in this case, self-service needs to be validated and accepted by users for it to be sustainable.

Connect with Narain Muralidharan: ...less
Tim Wilde
Applying The Mobile First Mindset To IT
Tim Wilde, Senior Solutions Consultant, EasyVista
ITSM | Mobile

Code: General

What does “Mobile First” really mean for IT? Is it just about designing sites and ...more services for a mobile experience, or is it a fundamental shift in the way we conduct business and deliver service across all devices, not just mobile ones? The mobile revolution is here and it’s transforming the business landscape as radically as search engines changed the Internet. For those that embrace the shift, it brings game-changing opportunities to increase business agility, process efficiency, employee productivity, customer engagement, and overall cost savings.

Using real world examples, Tim will demonstrate how businesses across a variety of verticals have shed the rigid, governance-heavy approach to IT and are applying Mobile First principles to reinvent their Service Management. This in turn is enabling them to not only deliver the efficient, comprehensive, and elegant services that today’s users expect, but also to embrace change and quickly adapt to the unknown, ever-evolving demands of tomorrow.

Connect with Tim Wilde: ...less
Kevin Smith
Best Practices For A Service Catalog Implementation Success
Kevin Smith, SVP, Strategic Initiatives, HEAT Software
Cloud | ITSM | Service Level Mgt.

Code: Beginner

With the Service Catalog emerging as a strategic element in modern Cloud ...more Service Management comes the importance of a successful implementation. During this session, Kevin will discuss the pre-implementation foundation building across the enterprise as well as the design phase approach overview. He will show the importance of the Service Catalog, the positive business impact and best practices of a successful implementation.

Join Kevin and learn:

  • The top mistakes to avoid
  • The key areas to pay particular attention to
  • The critical behaviors of high performing organizations...less
David Mainville
Requirements – The Secret To Implementing Great Processes & Tools
David Mainville, CEO & Co-Founder, Navvia
Agile | DevOps | ITSM

Code: General

The ITSM landscape is littered with failed process and tool ...more implementations. There are many reasons projects fail but in our experience it always comes down to a lack of good requirements. The reason we implement processes and tools is to satisfy the needs of the business. All too often those needs are ignored, and the emphasis is placed on the technology over requirements. The result is a poor implementation, wasted time and money, and unhappy customers. Join David for a discussion on how to drive better requirements by taking an Agile/DevOps approach.

You will learn:

  • Continuous business planning and collaborative development
  • Capturing the business objectives
  • The importance of roles and personas
  • Building great user stories
  • Tying it all together for a successful implementation

Whether you are an Executive, Program Manager, Business Analyst, Process Specialist or Tool Specialist, this will be a great session packed with practical advice for implementing great processes and tools.

Connect with David Mainville: ...less
David Mainville
Communicate. Connect. Change. Service Management Evolved
Christopher Kuhn, Chief Operations Officer, OTRS
Communications | ITSM

Code: General

Service Management in 2017 is no longer just about handling service ...morerequests and fighting incidents. More than ever before users have changed their behavior to communicate with Omnichannel communication – Facebook, LinkedIn, Twitter, WhatsApp, etc. – and with the support of webRTC for video and audio, communication is right at your fingertips. An ITSM system is required to act as glue-ware, aggregating data from multiple systems through state of the art interfaces. Your service staff needs an easy to handle and performant access to information to handle their requests in a timely manner. In the past, processes have been implemented during the implementation phase of ITSM; in today's IT world processes are dynamic and could change on a regular basis. ITSM needs to be able to fulfill both process-oriented ITSM along with the flexibility to empower your service staff to adopt required changes easily on the fly.

Join Christopher as he elaborates on the ever-changing world of ITSM and the importance of communication and change within this changing IT world.

Connect with Christopher Kuhn: ...less
Jan-Willem Middelburg

Jan-Willem Middelburg
The Launch Of The Service Automation Framework
Jan-Willem Middelburg, Regional Director – Asia, Pink Elephant

Code: General

Service Automation is the concept of achieving customer loyalty using ...moreautomated technologies and builds upon a large demographic and sociological trend. As a society, we have become accustomed to arranging our lives online and expect services that can match those expectations. Service Automation helps to arrange our lives online.

During this session Jan-Willem will give you deep insight into the concept of Service Automation, the concept by which you can automate your service offering. If you adequately apply Service Automation in your organization, you will see both employee and customer satisfaction rise and significantly increase the number of people who will ‘like’ your company.

The Service Automation Framework (SAF) book and corresponding SAF Certification Scheme has been created to find a methodical way to discuss Service Automation. Written by Pinker Jan-Willem Middelburg, the Service Automation Framework provides a step-by-step approach, including a number of design elements and processes, which every organization can use to systematically enhance its Services. As with any model, it is a simplified version of reality, but it structures the mind and provides uniform terminology when discussing the contents with co-workers and colleagues.

Connect with Jan-Willem Middelburg: ...less
Jan-Willem Middelburg
Agile ITSM – A True Better Together Story: “Dispelling The Myth That ITSM Is A Bottleneck To DevOps’ Continuous Integration & Continuous Delivery”
Darren Arcangel, Sr. Principal Services Architect, Global Practice, CA Technologies
Agile | DevOps | ITSM

Code: General

Developers now write code using Agile methodologies and are automating ...moreapplication deployment into operations via DevOps. Automation tools speed up the delivery of applications into operations. So how does ITSM play in this changed world? How does operations know that a change to an app has impacted the CMDB? And how do we transform this new information into knowledge for the service desk?

Have you asked yourself these questions? Join Darren as he provides the answers and elaborates on the information around each question.

Connect with Darren Arcangel: ...less
Paul Buffington
Service Management & DevOps Innovations From Atlassian
Paul Buffington, Principal Enterprise Solution Engineer, Atlassian

Code: General

At the very heart of any organization is innovation and ...moreteams, the same holds true for Atlassian. The global support and service management operations at Atlassian have been transformed into highly successful departments by the IT teams, using DevOps principles. During this session Paul will elaborate on this transformation and how other organizations can also be successful.

Paul will also discuss how the global SRE IT teams reduced major incident outage time by more than 40 percent and he will discuss the importance of customer support and how it enhances the product feedback loop to development teams.

Connect with Paul Buffington: ...less
Brett Theiss
The Disruption Gap: The New Threat For IT Leaders
Brett Theiss, Marketing & Business Development – Americas, Snow Software

Code: General

Almost daily, we are inundated with news of disruptive technologies ...moreand trends that are predicted to change either our personal or professional lives. However, it is the trends that are not publicized that will have the most dramatic impact. In fact, one trend has already been identified and is spreading rapidly within your organization is the Disruption Gap.

The Disruption Gap has been growing quietly within virtually every organization for years. However, it suddenly has become a force with which to be reckoned.

It is increasingly creating challenges and risks to your IT organization’s fundamental ability to deliver a secure and reliable computing platform.

It is changing virtually every operational aspect of business as we know it today. Worst of all, your IT department is ill-equipped to overcome these challenges and mitigate the risks, but will ultimately be held accountable for the impending outcomes.

In this session, Brett will break down the Disruption Gap, its root cause(s), accelerating dynamics, the risks and challenges it presents and how leading organizations are attacking it through mature Software Asset Management tools and practices.

Connect with Brett Theiss: ...less
Barry Friedman
How ServiceNow Fueled Our Long Term Growth
Bob Gribben, Director Of Service Operations, Ohio State University

Code: General

If there’s anything certain in today’s IT reality, it’s that change ...moreis constant. As IT service expectations continue to expand, selecting a platform that has the flexibility and breadth to accommodate growth is a must.

During this session Bob will share lessons learned from ServiceNow’s implementation at Ohio State University. He will discuss at a high level, multiple waves of IT expansion learned from their initial deployment over the past eight years.

Connect with Bob Gribben: ...less
Barry Friedman
Consumerize Your CAB Experience
Gerald Beaulieu, Sr. Product Marketing Manager, ServiceNow ITSM
Automation | Change Mgt. | ITSM | Metrics

Code: General

Do you remember the days when getting a taxi was such a ...morepainful task? With services like Uber, most of this pain has become a nightmare of the past. The same holds true for the management of CAB meetings.

The administrative nightmare involved in managing CAB meetings can be eliminated by automating planning and scheduling from a single service portal. During this session Gerald will discuss the dos and don’ts of this process and elaborate on how to accomplish your end goal.

Connect with Gerald Beaulieu: ...less
Track 10: Communication

Knowing how to communicate effectively is a must-have competency for managers at all levels – in fact, it is a building block of successful organizations. Speakers in this track will profile best practices and techniques to build and promote strong team spirit, and effectively lead and inspire others, especially during change initiatives.


Everyone Communicates
Everyone Communicates, Few Connect: What The Most Effective People Do Differently
Jack Probst, Principal Consultant, Pink Elephant
Communications | Leadership

Code: General

In a session based on the book with the same name by one of the world’s most respected leadership experts, John C. Maxwell, Jack ...more will review five principles and five practices for breaking the invisible barrier to leadership success.

You have a good idea but can’t convince your peers of its merit, or you crafted a groundbreaking strategy, but the team trudges on in the same old way. The problem is probably not the quality of what you have to offer, but may be how you connect (or not!) with people to create the results you desire. Jack, a highly experienced management consultant and former senior IT manager, will also provide tips based on real life examples that will help you communicate your IT plans.

Connect with Jack Probst: ...less

Made To Stick
Jack Probst, Principal Consultant, Pink Elephant
Communications | Leadership

Code: General

Effective communication is a key ingredient to any successful transformation ...more or major change initiative. Think about a time as an IT leader when you were trying to get a new idea across to one or many people – even your entire department. Think about how you approached the situation, what skills you used, what words you said, and the techniques you used. Were you successful? Were people responsive to your message? Did your idea “stick” with them?

The authors of Made To Stick state: “Business managers seem to believe that once they’ve clicked through a PowerPoint presentation showcasing their statistics and conclusions, they’ve successfully communicated their ideas. What they’ve done is just shared data.”

Attend Jack’s session to get valuable insight about the right way versus the wrong way to communicate new ideas, and make them stick.

Connect with Jack Probst: ...less
Robin Hysick

Two Communication Models Every Leader Must Understand
Robin Hysick, Management Consultant, Pink Elephant
Communications | Leadership | Organizational Change | Value

Code: Beyond Beginner

Robin will introduce you to two communication models: Shannon & Weaver Model, and Berlo’s SMCR Model. She will discuss why every leader must ...more understand all of the components involved in a two-way process of communication featured in these models. Robin will highlight why this understanding is especially important during challenging times, and communicating and executing organizational change.

Communication is where leadership lives and breathes. For a leader, communication is connection and inspiration – not just transmission of information.

Effective communication is critical for building alignment and executing strategy. Yet it is often one of the most challenging leadership skills because it is so easy to say, but not so easy to do. Effective communication is far more than a one-way street that starts with the leader. Communication is the leader’s “information highway”; it should flow freely in both directions and in every circumstance – in good times and, especially, in challenging ones.

Whether spoken or written, and spanning both words and actions, the message must always convey both your vision and the organization’s purpose and values. What too many people fail to fully appreciate is that the message is not just what you say; how you say and deliver it is equally important.

Connect with Robin Hysick: ...less
Denise Ryan

How To Get Along With Everyone Who Is Not Me
Denise Ryan, Motivational Pyromaniac, Firestar Speaking

Code: General

Life would be so easy if everyone we interacted with was just ...more like us. They would understand our cryptic e-mail messages, forgive our bizarre text messages, and understand why we unfriended them on Facebook. There would be no hard feelings, no conflict, and clearly, world peace. Unfortunately, no one else is exactly like you and to succeed in life and business, you have to work with the crazy, the angry, the silly, and yes, even the smarter and more articulate. This session will help you do just that. You will learn about barriers to communication and how to remove them. You’ll take a communication styles quiz and find out just how different a large portion of the world really is and how to get along with them. People won’t stop being crazy, but this session will help you stay sane. ...less

Christina Aldan

"Diversity & Inclusion" – 5 Steps To Having A Difficult Conversation
Christina Aldan, CEO, LG Designs
Communications | Leadership

Code: General

During this session Christina – a communication and leadership expert – will elaborate on the 5 steps to ...more having a difficult conversation and how these conversations can help you manage and work within diverse teams. She will also discuss how to incorporate unity, collaboration and mentorship into your work.

In Christina’s view, the words “Diversity and Inclusion” often provoke animosity and disparity in the workplace. Phrases and labels that are meant to be positive and describe people and workplace issues often have the opposite affect and instead produce division and isolation. But how do we resolve disparity in the workplace and have productive conversations? How do we correct our approach and stop alienating each other? We seek open and productive dialog involving often competing viewpoints, yet sensitive topics are met with kid gloves when they require compassion and balance. We must replace the apathy of tolerance with the empathy of understanding. We need to learn how to navigate difficult conversations, avoid their divisive triggers, and restore collaboration and unity. Attend this session to better understand the multi-facets of highly effective communication.

Connect with Christina Aldan: ...less
Track 11: Breakfast Clubs

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

Gary Case  
Jack Probst

"Platinum Pass" Ask-The-Expert Breakfast Clubs
Communications | Leadership | Strategy | Vision

Code: General

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

You have a good idea but can’t convince your peers of its merit, or you crafted a groundbreaking strategy, but the team trudges on in the same old way. The problem is probably not the quality of what you have to offer, but may be how you connect (or not!) with people to create the results you desire. Jack, a highly experienced management consultant and former senior IT manager, will also provide tips based on real life examples that will help you communicate your IT plans.

Connect with Gary Case:
Connect with Jack Probst: ...less
Rob England
A Five Stage Model For How Organizations Adopt DevOps
Rob England, The IT Skeptic
DevOps | Organizational Change

Code: General

The adoption of DevOps is gaining traction in many businesses, both large and small. The "unicorn" organizations that do DevOps from...more day one can plunge right in. For us "horses" that deal with legacy systems and practices, we have to evolve by stages towards a DevOps ideal. As organizations ease into the challenging ideas of DevOps, they grow in maturity through stages. Rob will discuss a five-stage model that he believes to be typical of that journey, how to determine where you are on that model, and what some of the implications are for organizational transformation.

Connect with Rob England: ...less
Keith Rupnik
IT Security = ITSM + ITAM
Keith Rupnik, Education Director, IAITAM
Asset Mgt. | Cyber Security | ITSM

Code: General

IT security continues to be on the top of every CIO’s “What keeps me ...more up at night” list and rightfully so. The vulnerabilities organizations face today come from every direction – competitors, states, vendors, employees, customers and recreational hackers. These risks continue to grow exponentially with the growth of technology. Organizations can no longer view the security of their information as the sole responsibility of the IT security department.

Join Keith to learn;

  • How the objectives of an IT security program can be supported by the coordinated activities of ITSM and IT Asset Management
  • How no IT security initiative can be successful without the function of ITSM and ITAM
Connect with Keith Rupnik: ...less
Jayne Groll
ITSM Roles In An Agile & DevOps World
Jayne Groll, Co-Founder & Board Member Of The DevOps Institute (DOI)
Agile | DevOps | ITSM

Code: General

Have you ever wondered how ITSM roles fit into an Agile ...more and DevOps world? In this session, Jayne will answer any and all questions that you may have regarding this connection. She will discuss the opportunities for process owners, process managers and all others involved in ITSM to engage their skills, knowledge and roles in Agile and DevOps programs.

Join Jayne as she elaborates on the following:

  • The emerging roles within the Agile and DevOps environment
  • The desired skills needed
  • The training and certifications required for Agile Service Management and DevOps
Connect with Jayne Groll: ...less
Mark Gabbard
Beyond KPIs: The Next-Generation ITSM Analytics
Mark Gabbard, Director Of Product Marketing, Numerify
Goals | ITSM | Metrics | Value

Code: General

IT is the backbone of the modern business, but with an increasingly ...more complex and interdependent technology landscape, it can be a challenging task to improve its operational performance.

KPIs are important, but alone they fail to provide the insights necessary to run modern IT organizations. Join Mark as he discusses how traditional KPI’s are used by ITSM, what questions they answer, and where they fall short. Using real cases, he’ll introduce five new measurements an IT organization can employ to drive improvement and efficiency, improve service levels, and deliver true business value. He will also discuss how leading enterprise IT organizations employ advanced analytics to generate deeper insights and drive smarter decisions while delivering greater value to the business.

Connect with Mark Gabbard: ...less
Florian Schouten
Big Data Challenges: Is Your IT Service Data Stuck In The ‘Swamp’ Or The ‘Lagoon’?
Gustav Toppenberg, Ph.D. Senior Director – Global Head Of Enterprise Architecture & Service Management, Aon Technologies
Agile | ITSM

Code: General

The value of Service Data management in today’s business ...more world has been highly underrated. Building a business case for business intelligence, data management and analytics capabilities within the service management domain, in some cases, has become a daunting task. During this session, Gustav will discuss the core principles of transforming IT Service Management, Enterprise Architecture and Agile Development in large organizations to support your service data management requirements. He will share how Aon Technologies is implementing these principles and the lessons that they have learned along the way.

Join Gustav as he discusses:

  • The existence of a services “data swamp” and how to create a “data lagoon” as an alternative
  • How data management plays a role in the process of transforming an organization to become a services-led business
  • How to adopt a commercial mindset and approach to services
  • What steps are needed to assess, design and implement a data management practice within the service management context of an organization
Connect with Gustav Toppenberg: ...less
Rob England
What DevOps Means For ITSM In An Enterprise
Rob England, The IT Skeptic
DevOps | ITSM

Code: Beyond Beginner

Many organizations are asking themselves how DevOps and ITSM relate to ...more each other and what is the impact of DevOps on ITSM. Thought leaders like Gene Kim have finally put an end (we hope) to "ITIL is dead" or "Now we can have NoOps", which leaves us to work out how ITSM and DevOps can be reconciled. Rob has worked on this for several years with his Kamu Initiative, refining the thinking in consulting engagements in New Zealand.

This presentation looks at the major crunch point which is of course change management, as well as other impacted ITSM processes (in transition, support, strategy, and design). It considers how these processes need to flex and evolve to accommodate Multi-Speed IT. You will find out how to refine your processes. Rob will conclude by summarizing the general principles you can apply when considering the evolution of ITSM to accommodate DevOps practices.

Connect with Rob England: ...less
Gary Case

The 4 Disciplines Of Execution: Authors Chris McChesney & Sean Covey
Gary Case, Principal Consultant, Pink Elephant
ITSM | Leadership

Code: General

The 4 Disciplines Of Execution is a book every IT Leader should be familiar ...more 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.

Connect with Gary Case: ...less
Thom Farrell
ITSM At The Edge
Thom Farrell, Chief Architect Americas, HP Software Services
ITSM | Service Desk

Code: General

How IT services are delivered and consumed is changing with ...more the continued adoption of DevOps, continuous delivery, and now containers within public and private clouds. This not only impacts the managed environment and processes such as asset and configuration management, but it also introduces options for how ITSM and service desk solutions are deployed.

Join Thom as he discusses these IT trends, service desk challenges, and digital transformation opportunities....less

Chuck Darst
Higher Ed IT: What’s Next In Service Management & Are You Ready?
Andrew Graf, VP Customer Success, Team Dynamix
Asset Mgt. | Change Mgt.

Code: General

IT in higher education often faces more change than in almost any ...moreother area; hundreds of new “customers” every couple of months, multiple devices per student, faculty and staff, the need to service many departments across the campus seamlessly… and that’s just the beginning. Education technology is rapidly changing. Is your IT department ready for what is coming next?

During this session, Andrew will discuss how to move up the IT maturity ladder and elaborate on the following:

  • Service across campus, including a campus-wide single platform approach with project planning, Knowledge Centered Support (KCS), and how to make self-service a reality
  • How to support students, along with how to structure BYOD support
  • Resource, change, and asset management in higher education
  • Security/endpoint management with remote access
Connect with Andrew Graf: ...less
Kaimar Karu  
Beverly Parker

Changing The Face Of The ITSM Industry With ITIL Practitioner
Kaimar Karu, Head of Product Strategy & Development, AXELOS
Beverly Parker, Management Consultant, Pink Elephant
Communications | Continual Improvement | ITIL | ITSM | Metrics | Organizational Change

Code: General

ITIL Practitioner: Enabling Critical Competencies is the latest evolution ...more of thought leadership content in the ITIL framework, and is designed to help practitioners ‘adopt and adapt’ their ITIL knowledge to support business objectives and build on the investment already made in IT Service Management adoption.

Join Kaimar and Beverly as they provide a practical overview of the critical success factors covered in the new book including: Continual Service Improvement (CSI), Organizational Change Management, Communication, Measurement and Metrics and the guidance that follows the 9 Guiding Principles.

Attendees of this session will discover how ITIL Practitioner is changing the way organizations are approaching ITIL and the best practices to maximize process improvement success.

Connect with Kaimar Karu:
Connect with Beverly Parker: ...less
Mike Orzen
EXIN’s Path Towards ICT Excellence. DevOps, Agile, Lean IT & The Modern
IT Professional
Mike Orzen, President, Mike Orzen & Associates
Agile | DevOps | ITIL

Code: General

In today’s world, modern IT professionals face an endless challenge ...more of ever-increasing demand for finite resources and cumulative complexity, with a growing array of tools and methods to choose from. DevOps has captured the imagination of the IT world and has been embraced by many as the remedy to these challenges. While DevOps provides many effective tools and methods, it is the underlying principles of Lean IT, Agile, and two modes of thinking that provide the foundation needed for today’s modern IT professional.

As a spokesperson for EXIN, Mike will explore what you can do to be a more effective IT professional and get more results from DevOps, Agile, ITIL or other improvement methodology. Discover the key factors in engaging people in successful transformation towards higher levels of performance in your IT organization. In this session, we’ll discuss:

  • Why so many IT transformations under deliver on expected benefits
  • What new paradigms and ways of thinking we need to succeed
  • Why we intellectually understand new ideas but cannot easily put them into practice
  • Specific practices you can immediately apply to be a more effective IT professional
Connect with Mike Orzen:
Track 12: Half-Day Workshops

Only at Pink’s conference! No one else provides a half-day free educational session. Choose from one of many workshops ranging from operational to strategic in focus.

Rob England
Real Response: A Pattern For Responding (Standard + Case)
Rob England, The IT Skeptic
Change Mgt. | Event Mgt. | ITSM | Problem Mgt. | Service Desk

Introduced a few years ago, Standard + Case (S+C) is about applying a body of knowledge called Case Management to ITSM, while synthesizing it ...more 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: ...less
Robin Hysick
Agile Process Improvement
Robin Hysick, Management Consultant, Pink Elephant
Agile | Scrum | Value

Code: General

We are tasked, in every aspect of organizational life, to be Agile – to ...more move quickly and easily, to be able to adapt and quickly respond to change. Though the term Agile is typically referenced in the world of software development, it also applies to the business itself and to business and IT processes. Agile processes balance the control and structure needed to meet business and audit requirements with the ability to adapt and change. In this workshop Robin will introduce an Agile approach to process improvement which will enable your team to deliver value early and use feedback to continually adapt to new information.

During this workshop, Robin will cover:

  • What is Agile: What it is, what it isn’t, where the term came from
  • What is Scrum – a widely used agile development framework
  • Applying Scrum to Process Improvement
  • Examples of how to apply these concepts in your organization
Connect with Robin Hysick: ...less
Troy DuMoulin
Enabling Business Objectives Through Strategic ITSM Portfolio Practices
Troy DuMoulin, VP, Research & Development, Pink Elephant
Business Relationship Mgt. | Goals | ITSM | Strategy | Value | Vision

Code: Beyond Beginner

As IT Leaders successfully improve their Service Delivery practices, the ...more next major hurdle becomes one of focus and prioritization on business value generation. This goal translates specifically into the development of business-driven demand, business relationship and portfolio management processes focused on strategic resource and investment allocation.

To achieve each CIO’s vision of moving the perception of the IT Services Organization from a transactional order taker to strategic advisor and business partner, the successful execution of these processes become critical. Join Troy as he provides a detailed and practical look at the critical roles and processes required to achieve these goals.

Connect with Troy DuMoulin: ...less
Jack Probst
Influence Without Authority
Jack Probst, Principal Consultant, Pink Elephant
Communications | Leadership

Code: General

Every day in our organizations we see where key work is influenced and accomplished through the efforts ...more of individuals who don’t have organizational authority. These individuals are sometimes called informal leaders. They have an ability to motivate those around them without the power of the organizational chart. In this practice-based workshop, Jack will provide insights into the nature of what it means to be an informal leader and how to create change without direct authority. Jack will explore three key principles: the power of alliance, the power of persuasive communication and the power of the exchange; and how you can apply these principles in your organization.

Connect with Jack Probst: ...less
Mike Orzen
Problem Solving The Lean Way
Mike Orzen, Lean IT Pioneer, Mike Orzen & Associates
Lean | Organizational Change | Value

Code: Beyond Beginner

Mike is a prize-winning author and one of the world’s most knowledgeable practitioners of Lean IT with over 20 years of Lean ...more IT with over 20 years of Lean experience. In this practical workshop he will share how to apply a structured problem solving approach using Lean tools such as value stream mapping, A3 problem reports, and Kaizen events to create a transparent work environment, mutual trust and high performance teams. In this engaging session Mike will share his experience and personal perspective on how to transform your IT organization through the effective use of Lean problem solving.

Connect with Mike Orzen: ...less
Charlie Miles
ITIL Practitioner – What Does This Really Mean?
Charlie Miles, Management Consultant, Pink Elephant

Code: Beyond Beginner

Achieving your ITIL Foundation Certification is the first step in understanding ...more how to align IT Services with the needs of the business, but which course do you take next – a Lifecycle or Capability course?

The answer is – maybe neither!

Take a test drive in the new ITIL Practitioner course.

Recently, the step between ITIL Foundation, and the Lifecycle and Capability courses has been bridged with the new ITIL Practitioner certification, which offers a practical application on how to apply a “fit-for-purpose” approach to implementing best practices according ITIL principles.

In this very informative half-day workshop, Charlie will share details of the new course and the corresponding new ITIL publication, ITIL Practitioner Guidance. His discussion includes an overview of:

  • ITIL’s CSI approach and its importance to implementing a strong IT Service Management program
  • 3 core competencies to be an effective ITIL Practitioner – Communication, Measurement & Metrics and Organizational Change Management
  • 9 Guiding Principles needed to adopt, adapt and apply a service management approach
Connect with Charlie Miles: ...less
Jennifer Wels
How To Implement Problem, Change & Release Management
Jennifer Wels, Management Consultant, Pink Elephant
Change Mgt. | ITIL | ITSM | Problem Mgt. | Release Mgt.

Code: Beyond Beginner

Easy in theory, but not always easy to implement! Join Jennifer ...more as she digs deep into her vast implementation experience and takes you beyond the theory in the ITIL certification courses. It’s like getting free consulting!

Jennifer will start by identifying the biggest issues that most organizations have applying the theory of ITIL for these three key and interrelated processes, then provide you with practical how-tos for how to overcome the most common barriers to success. This is a not to be missed session if you want to learn not just “what to do” but “how to” get it right!

Connect with Jennifer Wels: ...less
Graham Furnis
De-Mystifying & Up-Selling DevOps Practices
Graham Furnis, Management Consultant, Pink Elephant
Agile | DevOps

Code: General

Since the mid 90’s Agile development methods have been steadily ...more gaining traction and credibility with the business for the ability to accelerate software development. However, delivering holistic IT Service improvements in an Agile manner requires the coordination and involvement of a much wider set of key stakeholder groups and technology platforms. To meet this need, the DevOps grass-roots movement has come along at a perfect time.

Using key elements of the DevOps Foundation and Certified Agile Service Manager Certification Courses, Graham will discuss:

  • How DevOps system’s perspective and focus on integrating people, process and technology across the full IT value stream has been gaining traction at an unprecedented speed
  • How DevOps adoption and implementation requires the merging of several best practices and concepts.
Connect with Graham Furnis: ...less
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