FREE Online Conference!

“Re-Inventing ITSM For The Next Generation”

Live – April 5, 2017
Plus, On-Demand For 30 Days


PinkCONNECT: Re-Inventing ITSM For The Next Generation is a “live” web-based conference bringing together IT experts, practitioners and solution providers from around the world in one convenient and easily accessible online location. The program will offer sessions, discussion panels and case studies on ITIL® and its symbiotic relationship with Lean and Agile.

April 5
11:00 a.m. - 11:05 a.m. ET
Opening Remarks From PinkCONNECT Chair
Troy DuMoulin

11:05 a.m. - 11:25 a.m. ET
Opening Keynote
Enterprise IT Value Chains & The Lean CIO
Troy DuMoulin
Lean IT | DevOps | Agile | Strategy | Value

Lean principles focus on systemic of full system optimization and teach us that to sub-optimize or focus only on one part of a value system can cause an unlooked for negative impact downstream. To gain this perspective senior IT leaders need to understand how well work flows through the whole organization or what is often referred to as the Enterprise IT Value System, irrespective of boundaries such as functional silos.

Troy will provide examples of how to look at Enterprise IT Flow from an operating model perspective to create the ability to identify bottlenecks and flow issues across the full (Demand, Plan, Build, Run) lifecycle. How is this all accomplished? Can it really be done? Yes! Troy, will tell you how you can leverage the IT Service Management (ITSM) Lifecycle process model to accomplish this goal.

11:30 a.m. - 11:55 a.m. ET
Top 3 Mistakes To Avoid In A Service Management Program Or Project
Jennifer Wels
ITIL | Continual Improvement

How do you learn from past mistakes? A “lessons learned” exercise is often a task to be completed at the end of a project and then forgotten about. This is a tremendous lost opportunity, learning from past mistakes can be the source of inspiration, creativity and innovation. During this session Jennifer will provide her view on the top 3 mistakes made during a service management program or project along with key strategies to avoid making similar mistakes in the future.

12:00 p.m. - 12:25 p.m. ET
The CSI Manager: A.K.A. IT Crime Scene Investigator
Graham Price
ITIL | Continual Improvement

ITIL® processes are in place for one reason only – to enable IT to provide the levels of service the customer requires. Your customer is frustrated that levels of service are not what is needed. Too many outages, too long to get them fixed, new product roll-outs that don’t work as advertised, lengthy project delays. Sound familiar? Process managers are busy just keeping up to the demands of day-to-day business requirements, they don’t have time to carefully analyze the data to determine how best to resolve issues with service quality and performance. Enter the CSI Manager, the one person who can gather all the information, find the clues and through exhaustive analysis uncover the real crimes that are occurring, that are robbing your customers of the service levels they need. Join Graham to see how some companies have addressed the need to constantly improve service levels by focusing on the underlying process improvements needed to succeed.

12:30 p.m. - 12:55 p.m. ET
What You Need To Know About The Service Automation Framework
Jan-Willem Middelburg
Value | Automation | Technologies

Service Automation is the concept of achieving customer loyalty by the use of automated technologies, and it builds upon large demographic and sociological trends. 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. This session will bring you up to speed on Service Automation, the concept by which you can automate your service offering. The Service Automation Framework defines a methodical way to discuss Service Automation and provides a step-by-step approach, including a number of design elements and processes, which every organization can use to systematically enhance its services.

1:00 p.m. - 1:25 p.m. ET
Back To The Basics: Why Do We Struggle With Problem Management
Gary Case
Lean IT | ITIL | Problem Management

Do you want to improve availability, reliability, stability – increase customer satisfaction and reduce the cost to delivering services. Of course the answer for every organization is YES! Great – then please explain why Problem Management which is one of the most value added processes that any organization can have in place yet it seems to be one of the most challenging and difficult to implement within organizations. This session will look at the value of Problem Management and an approach to implementing the process as part of ITIL and/or Lean philosophy.

1:30 p.m. - 1:55 p.m. ET
ITSM Service Owner & Agile Product Owner – Two Sides Of The Same Coin
Troy DuMoulin
Lean IT | Agile

The IT Service Owner has for many years been understood as a critical role to support the Service Management lifecycle and continual improvement. However, how does this role connect to, contrast with or contradict the role of an Agile Product Owner representing the business requirements to a Scrum Team? Are they different people, alter egos or two sides of the same coin?

Join Troy in this informative session as he compares and contrasts the duties of each role and provides practical guidance on how IT organizations can integrate both perspectives to maximize business value.

2:00 p.m. - 2:25 p.m. ET
Lean IT Service Management: Getting To "Good Enough"
Robin Hysick
Lean IT | ITIL | Agile | DevOps | Value

Every organization, for-profit, non-profit, public, is in a constant state of change due to both internal and external pressures. Increased competition and constant influx of disruptive technologies all increase the need to quickly develop new business product and service capabilities. IT organizations feel the pressure of developing software and technology to meet the business demands for speed and innovation and yet need to continue to be the gatekeepers for maintaining a secure and stable production environment. Service Management processes are crucial to these seemingly conflicting goals: speed and stability. Therefore, the question is not, "Do we need Service Management processes?", it is "How robust do our processes really need to be to meet our compliance and effectiveness needs?". Let’s look at our existing processes and see if we can use some of the concepts from Lean IT to get to "Good Enough".

2:30 p.m. - 2:55 p.m. ET
Managing Change In A Virtual World: How To Convince Your Co-Worker To Become A Change Manager
Graham Price
Lean IT | Agile | DevOps | Change Management

With innovations such as virtual environments, Agile and DevOps, managing changes has become increasingly more challenging. Ensuring that changes are assessed thoroughly, that risks are managed, that stakeholder needs are met and that it is all done in a timely manner with no surprises has never been more difficult. And being a Change Manager has never been more complicated or more stressful. Approving changes, participating in CAB meetings, ensuring that the process is being executed successfully and meeting the needs of all stakeholders as well as making sure the day-to-day chores get done can be overwhelming. Join Graham to see how some organizations have successfully tackled this challenge and made their Change Management process work effectively and efficiently.

3:00 p.m. - 3:25 p.m. ET
Power Through Relationships
Jack Probst
ITSM | Value | Culture

Understanding and managing relationships has always been important when working with individuals and groups across an organization. But in the context of ITSM there’s even more to relationships than person to person. And as we hear that our business partners view communications with IT as bordering on a state of crisis – it’s important we re-evaluate the concept of relationships across the 4P's – People, Process, Product and Partner. Jack will explore basic principles about relationships that provide a guide to understanding, developing, improving and managing relationships between ITSM, its partners and the business.

3:30 p.m. - 3:55 p.m. ET
Practical Approach To Continual Service Improvement
Gary Case
Lean IT | Value | Continual Improvement

Too often organizations make CSI too difficult and time consuming instead of looking at it from an incremental approach. CSI doesn’t have to be complex or drawn out. It’s not about a process, it’s about identifying improvements and having a desire to do something about it. This session will address a common sense and practical approach to improving the capability of delivering continual and increasing value to your customers.

3:55 p.m. - 4:00 p.m. ET
Closing Remarks From The PinkCONNECT Chair
Troy DuMoulin