Schedule-At-A-Glance


19

Jun

Sunday, June 19, 2022

REGISTRATION & CUSTOMER SERVICE DESK OPEN
  • 8:00 AM – 7:00 PM
EXECUTIVE VIP PASS HOLDERS ONLY
  • 8:45 AM – 1:00 PM
  • Exclusive Workshop

    Leading Transformational Change Requires a Full Stack Systems Integration Approach

    Troy DuMoulin, Vice President, Research and Development, Pink Elephant
    Change Management | Leadership
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    Troy DuMoulin
    Vice President, Research and Development, Pink Elephant

    This is an exclusive workshop for Executive VIP Pass Holders, which will be held on Sunday, 8:45am to 1:00pm.

    To learn more about this pass and its benefits, click here.

    As technologists, we are no strangers to the principles of systems integration in terms of a layered technology stack when considering architectures and critical success factors for systems design. However, at Pink Elephant for many years we have discussed the need for leaders to take a more holistic view of full stack thinking in order to understand that systems integration is a concept that is much broader than a technology discussion. Technology systems exist only to automate an integrated system of management practices – and those management practices are executed by an integrated organizational system of employees and partners.

    Without this holistic full stack approach to leading a transformation of People, Process and Technology in that order, your efforts will most likely end up a failure or short of your intended objectives. Join Troy in this practical session specifically designed for leaders, where he will present a four-part workshop on leading a full stack transformation. Topics include:

    • Why leaders need to manage culture, and how to build cultural alignment through shared values, goals, measurement and structures
    • Effectively integrating suppliers into teams, processes and tools
    • Building and achieving high velocity through defined value chains and processes
    • Moving from best-of-breed point solutions to end-to-end automation strategies

EXECUTIVE VIP & PLATINUM PASS HOLDERS ONLY
  • 2:00 PM – 5:00 PM
  • Exclusive Workshop

    Leading With Gratitude: Eight Leadership Practices For Extraordinary Business Results

    Chester Elton, “The Apostle of Appreciation”
    Leadership
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    Chester Elton
    “The Apostle of Appreciation”
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    This is an exclusive workshop for Executive VIP and Platinum Pass Holders. To learn more about these passes and their benefits, click here.

    Take a deep dive into Chester Elton’s new book during this three-hour workshop on Sunday, 2:00pm to 5:00pm.

    Leadership is about people, but many managers get so busy that they lose sight of those who deliver the results. The best leaders have high expectations for their team members while also creating environments where their people know the plan, are focused on areas that need attention, and feel appreciated for every step forward.

    The world’s #11 ranked leadership speaker, Chester Elton brings 20 years of experience coaching senior leaders and managers, and has surveyed more than 1 million working adults. He presents actionable steps for leaders to develop their skills in engaging and motivating. The payoffs in getting this right come not only in leaders boosting performance and morale, but in gaining a better understand of their team members, how they are contributing, and what more they have to give. Attendees will learn how to:

    • Solicit and act on input
    • Create positive accountability
    • Look for small wins
    • Reinforce core values
    • Develop a culture of gratitude

    To maximize participation, this session is scheduled for all pass holders more than once throughout the conference – it is also presented as a one-hour power hour and one-hour breakout session. Sunday’s three hour workshop is exclusively for Executive VIP and Platinum Pass holders.

WELCOME RECEPTION & EXHIBITION SHOWCASE OPEN
  • 5:30 PM – 7:30 PM

20

Jun

Monday, June 20, 2022

BREAKFAST & NETWORKING
  • 6:30 AM – 8:30 AM
REGISTRATION & CUSTOMER SERVICE DESK OPEN
  • 6:30 AM – 7:00 PM
EARLY RISER SESSIONS
  • 7:15 AM – 8:15 AM
  • Conference Optimizers

    ITIL v3 Versus ITIL 4 – What Are The Differences You Need To Know About?

    Matthew Bowles, Principal IT Management Consultant, Pink Elephant
    ITIL
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    Matthew Bowles
    Principal IT Management Consultant, Pink Elephant

    Code: General

    Since its introduction in early 2019, ITIL 4 is increasingly becoming the version of choice for IT organizations. Not on board yet and still oriented towards ITIL v3? This is your opportunity to learn more about the key differences.

    For over 30 years, ITIL’s approach to IT Service Management has enabled IT organizations to be more productive, effective, service oriented, and process-minded. In addition to highlighting key differences between ITIL v3’s five-stage Service Lifecycle model versus ITIL 4’s Service Value System model, this session is designed for those new to ITIL or needing a refresh. The agenda includes a high-level overview of ITIL’s history, key concepts and practices, and it also highlights ITIL’s business value.

  • Conference Optimizers

    ITIL 4 Leader: Digital & IT Strategy – An Overview

    Robin Hysick, Senior IT Management Consultant, Pink Elephant
    ITIL | Leadership | Strategy
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    Robin Hysick
    Senior IT Management Consultant, Pink Elephant

    Code: Beyond Beginner

    Obtain the latest information about the ITIL 4 Leader: Digital and IT Strategy certification course from Robin, who was the world’s first trainer to deliver it – and who was also a major global product development contributor to the AXELOS book of the same name. She will explain how the book and course focus on an alignment of the digital business strategy with the IT strategy. Robin will also describe how IT leaders and aspiring leaders who are involved in building and implementing effective IT and digital strategies can use the knowledge and practical guidance contained within the course to tackle digital disruption within their organization and drive success.

  • Conference Optimizers

    ITIL 4 Specialist: Create, Deliver & Support – An Overview

    Graham Furnis, IT Management Consultant, Pink Elephant
    ITIL | ITSM
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    Graham Furnis
    IT Management Consultant, Pink Elephant
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    Code: Beyond Beginner

    This summary overview will describe how the course and corresponding book cover the ‘core’ service management activities and expand the scope of ITIL v3 to cover the ‘creation’ of services. This module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services while also covering supporting practices such as Incident, Problem, Change and Release Management.

    To maximize participation, this session is scheduled more than once throughout the conference – it is presented on Tuesday afternoon as a Pre-Conference Optimizer and Wednesday as a breakout session.

  • Conference Optimizers

    ITIL 4 Specialist: High Velocity IT – An Overview

    Troy DuMoulin, Vice President, Research and Development, Pink Elephant
    Agile | ITIL | Lean | Leadership
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    Troy DuMoulin
    Vice President, Research and Development, Pink Elephant
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    Code: Beyond Beginner

    As organizations use information and related technologies to do business differently, the ability to rapidly launch new products and services to keep up with the competition becomes critical. To compete in this high-velocity environment, organizations must greatly intensify their agility, speed, cost-effectiveness, and responsiveness.

    The teachings from this ITIL course and corresponding book highlight the ways in which organizations and digital operating models function in high–velocity environments, with a focus on the quick delivery of products and services to gain maximum business value. This qualification will provide IT practitioners with an understanding of working practices like Agile and Lean, and technical practices and technologies such as cloud, automation, and automatic testing.

  • Conference Optimizers

    Change Management versus Change Enablement

    Jennifer Wels, Senior IT Management Consultant, Pink Elephant
    Change Management | ITIL
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    Jennifer Wels
    Senior IT Management Consultant, Pink Elephant

    Code: General

    In this highly informative session, Jennifer discusses two major items. She will start by profiling the key differences between ITIL v3’s change management process and ITIL 4’s Change Enablement practice. Jennifer will also highlight several issues that organizations encounter when trying to implement an effective Change Enablement practice, and she will focus on the most common mistakes made and how to avoid them. As one of Pink’s most sought-after consultants, Jennifer has over twenty-years’ experience helping IT organizations implement ITIL best practices and this, together with her deep knowledge of dos and don’ts for leading organizational change, makes this a not-to-be-missed session.

    To maximize participation, this session is scheduled more than once throughout the conference – it is presented on Tuesday afternoon as a Pre-Conference Optimizer and Wednesday as a breakout session.

CONFERENCE OPENING REMARKS
  • 8:30 AM – 9:00 AM
Keynote Speaker:
Michael Abrashoff, Former Navy Commander, USS Benfold
Get Your Ship Together
  • 9:00 AM – 10:10 AM
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Michael Abrashoff
Former Navy Commander, USS Benfold
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Mike Abrashoff is at the center of one of the most remarkable modern day stories of organizational transformation.

At 36, he was selected to be Commander of USS Benfold and was the most junior commanding officer in the Pacific fleet. The challenges of this underachieving destroyer were staggering, with low morale and the highest turnover rate in the Navy. Few thought the ship could improve. Yet, 12 months later, it was ranked #1 in performance – using the same crew. How did Mike do it? By replacing command and control leadership with commitment and cohesion. The lesson was clear: Leadership matters and culture is everything.

Since leaving the Navy, Mike has worked with over 1,200 organizations instilling leadership initiatives at every level – achieving phenomenal change in unexpected places. Leaders especially identify with Mike being accountable for results in an environment where he couldn’t make the rules. He focused on the one thing he could influence: his crew’s attitude, because culture is the ultimate competitive weapon for any organization. That’s why Wall Street Journal, Fast Company and others have cited Mike’s story. It’s also why Mike is so popular with such a wide range of audiences.

REFRESHMENT BREAK
  • 10:10 AM – 10:30 AM
CONCURRENT BREAKOUT SESSIONS
  • 10:30 AM – 11:30 AM
  • Track 1: IT Leadership & Strategic Management Exclusive to VIP and Platinum Pass Holders

    Anxiety at Work: 8 Strategies to Help Teams Build Resilience, Handle Uncertainty, and Get Stuff Done

    Chester Elton, “The Apostle of Appreciation”
    Leadership | Strategy
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    Chester Elton
    “The Apostle of Appreciation”
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    Code: General

    This breakout session is exclusive to Executive VIP and Platinum Pass Holders.

    Based on his new book, co-written with Adrian Gostick, executive coach and leadership guru Chester Elton explores the causes of workplace stress and anxiety and the management practices that have proven successful in reducing tension and cultivating calm.

    If you’re a manager, how do you keep up with demands while creating a stress-free work atmosphere? How can you spot rising anxiety levels in your people? If your employees feel overwhelmed or worried about the future, what can you do to ease their concerns? How do you engage in productive conversations about emotions in uncertain times? Anxiety at Work builds on the authors’ vast knowledge and experience working with the leadership teams of some of the world’s most successful organizations to offer effective strategies that can make any workplace better, helping supervisors and their employees:

    • Weather uncertainty
    • Balance overload
    • Beat perfectionism
    • Build confidence
    • Create and sustain an environment that fosters resilience
    • Strengthen strong social bonds

    In today’s volatile, fast-paced, and ever-changing global climate, organizations and their employees are under more pressure than ever to perform. The guidance contained in Anxiety at Work shows how everyone at all levels can work together to build an environment that fosters camaraderie, productivity, and calm.

  • Track 1: IT Leadership & Strategic Management

    The Importance of Influential Leadership

    Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
    Leadership
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    Jack Probst, Ed.D.
    Principal IT Management Consultant, Pink Elephant
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    Code: Beyond Beginner

    Here is an all-too-familiar situation…you are accountable for results, but you don’t necessarily have direct authority over everyone you need to work with. Peers, bosses, and other business leaders – how do you get them onside?

    Highly effective business leaders know how to inspire and influence people to get things done. But what if you need to get things done without the formal authority that comes with a title or people directly reporting to you? Authority can be driven by org charts, but that is not always sufficient. A skill that’s in great demand is the ability to influence other people’s thinking and behavior – without the formality of an org chart. IT managers are being challenged today to play lead roles in many enterprise-wide change initiatives, and success depends on the cooperation of many people from both inside and outside your IT organization.

    In this session, Jack will address an important question: How, without direct authority, can an informal leader influence others to accomplish business goals? Jack profiles the ways informal leaders can develop influence by cutting through interdepartmental, hierarchical, and other barriers with the following three practices and techniques. He will use these concepts – build networks and allies, provide clarity about goals, and negotiate and understand the power of reciprocity. These are taken from a hugely popular and best-selling business book, Influence without Authority, by Cohen and Bradford.

  • Track 2: Organizational Change Management

    Adaptability: Surviving and Thriving Amidst Constant Change

    Elaine Lauritzen, Managing Director, HR and Support, Office of IT – Brigham Young University
    Culture | Organizational Change
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    Elaine Lauritzen
    Managing Director, HR and Support, Office of IT – Brigham Young University

    Code: General

    Brigham Young University’s Office of IT is encouraging great adaptability within its workforce by using a concept called ‘positional versatility’ to quickly pivot to meet new tasks, fresh challenges, and cope with an ever-changing workforce. OIT at BYU has long been a traditional hierarchically driven and sometimes highly siloed organization, occasionally resulting in shadow IT and other difficult-to-manage situations. Additionally, BYU has begun working more with its sister schools and has needed to utilize their employees for bigger projects, often with very little advance notice.

    Following major changes in university and IT leadership, BYU’s Office of IT was struggling with priority conflicts and communication gaffes. Employees were overburdened with regular teamwork as well as high-pressure project work. COVID-19, quick changes in university guidelines and rules, and struggles with working remotely, combined with the loss of key employees, contributed to challenges that had to be addressed quickly and effectively. To address these issues and to keep things on track and within the stated plans and strategies of the organization, BYU’s CIO introduced the idea of positional versatility – the use of sports analogies to win the game of change in the workplace.

    Join Elaine as she discusses how you can play most of the positions on the team! Elaine will profile the successes that have been realized using this concept and how it may help within your organization.

  • Track 3: Integrated Service Management

    15 Essential Practices For DevOps Success – Part One

    George Spalding, Vice President & Executive Consultant, Pink Elephant
    Agile | DevOps
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    George Spalding
    Vice President & Executive Consultant, Pink Elephant

    Code: General

    Automation. Speed. Agility. Adaptability. Are we talking about the organization of the future? No!

    At Pink, we believe this describes how your IT organization could be today. We have worked relentlessly with subject matter experts to bring you the ideas and innovations that shape the future with Pink Elephant’s 15 Essential Practices For DevOps Success.

    Attend this two-part session with our DevOps guru, George Spalding. Taken from Pink Elephant’s DevOps Essentials Certification Course, George explains the exclusive-to-Pink ‘Full Stack’ approach, which integrates best practices such as Lean, Agile and ITIL/IT Service Management. George’s practical and uncomplicated advice will guide you on where to begin, and what to do to ensure your DevOps implementation transforms your department into an organization of the future – today!

    Presented as two separate sessions, Part One includes practices one through eight and Part Two includes practices nine through fifteen. A must-attend for anyone who really wants to demystify the “Ops” side of DevOps!

  • Track 4: ITIL – The Evolution and Revolution

    How High Velocity Organizations Enable Resilience and Antifragility

    Troy DuMoulin, Vice President, Research and Development, Pink Elephant
    Automation | ITIL | Value
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    Troy DuMoulin
    Vice President, Research and Development, Pink Elephant

    Code: General

    During this period of global crisis and major disruption, organizations depend on their IT departments and suppliers to deploy digital collaboration and management platforms at an increasing speed, while at the same time requiring stable operations, increased availability, and security.

    To rise to this challenge, IT service organizations are having to address the need to improve and mature their management practices and automation by moving beyond simply being good at detecting and responding, as well as moving forward toward resilience and, ultimately, antifragility and organizational learning. How to achieve these seemingly contradictory goals is the focus of the newly published ITIL 4 specialist book, High Velocity IT.

    Join Troy DuMoulin as he provides a view into some of the best practices and automation strategies for high-velocity organizations to move from reactive responses to becoming learning organizations. The topics of discussion will cover the five objectives of a high-velocity organization:

    • Valuable investments
    • Fast development
    • Co-created value
    • Resilient operations
    • Assured conformance

  • Track 4: ITIL – The Evolution and Revolution

    Service Blueprints – Practical Maps to Define Your Services

    Richard de Boer, Senior Consultant Pink Elephant, Netherland
    ITIL
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    Richard de Boer
    Senior Consultant Pink Elephant, Netherland

    Code: General

    As organizations are introduced to the powerful guiding principles of ITIL® 4, many are looking for ways to apply these principles in practical ways. One very tangible step and meaningful answer is to blueprint your service.

    A service blueprint is a perfect way to visualize the relationships between various service components — people, props (physical or digital evidence), and processes — that are directly tied to touchpoints in a specific customer journey. The model is easy to understand, can guide any organization with any kind of services, and can be a starting point to automation. A service blueprint can add to the customer journey map and is an ideal approach to services that are omnichannel, involve multiple touchpoints, or require multiple departments that all contribute to a user’s end-to-end experience. During this session, Richard will also apply service blueprint techniques to a case study scenario to demonstrate its practical use.

EXHIBITION SHOWCASE OPEN, NETWORKING & LUNCH
  • 11:30 AM – 2:00 PM
CONCURRENT BREAKOUT SESSIONS, NETWORKING & LUNCH
  • 11:45 AM – 12:45 PM
Track 5: Tools & Technology – Demonstrations & Labs

Enabling An Autonomous Digital Enterprise with AI ITSM

David Schmidt, Director of Solutions Marketing, BMC
Agile | Automation | DevOps | ITSM
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David Schmidt
Director of Solutions Marketing, BMC

Code: General

Innovation has never been more critical than it is today, and delivering innovative services at the speed of business is essential for success. The Agile and DevOps approach creates an overly complex environment that is ever scaling and expanding, which often presents multiple complications on how to deliver service management excellence.

During this session, David will discuss how to effectively approach these issues with modern ITSM technologies, automating business processes, and robot process automation (RPA) as well as reconciling systems through discovery and CMDB. He will explain how these approaches enable a faster delivery of services in the most efficient manner possible.

Track 5: Tools & Technology – Demonstrations & Labs

Human-Centric IT Experience Management – How to Continuously Measure and Improve End-User Happiness and Productivity

Marko Ruusinen, CEO and Country Manager, HappySignals Americas
Culture | Service Level Management
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Marko Ruusinen
CEO and Country Manager, HappySignals Americas

Code: General

An IT department’s main focus is often on outputs instead of outcomes; for example, maintaining service level agreement (SLA) targets instead of achieving a greater impact for end-users. To change this culture, the organization must understand employee satisfaction as well as lost productivity.

During this session, Marko will discuss how end users perceive service quality and the IT touchpoints most likely to cost valuable time. Experience data management is an important part of service delivery and, when widely used within an organization, can boost productivity as well as an improvement in IT services. Using case studies, Marko will demonstrate how measuring end-user experiences, sharing experience data, and identifying improvement areas can move an organization’s IT department toward a more experience-centric culture.

Exclusive to Executive VIP Pass Holders
  • Roundtable Power Lunch
Concurrent Breakout Sessions, Networking & Lunch
  • 1:00 PM - 2:00 PM
  • Track 5: Tools & Technology – Demonstrations & Labs

    Reach Your Goals Faster – ITIL 4 Tips and Tricks with Matrix42

    Ken Adamson, Senior Product Manager, Matrix42
    ITIL | ITSM
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    Ken Adamson
    Senior Product Manager, Matrix42

    Code: General

    The IT Infrastructure Library (ITIL®) is regarded as an important framework in IT service management. ITIL aims to integrate IT support and the needs of companies by using a set of systematic practices. ITIL practices are, therefore, typically used in the context of enterprise service management platforms that help IT departments successfully evolve into automated service providers.

    As a low-code platform, Matrix42’s solution set makes it very easy to integrate ITIL practices and is extremely robust at the same time. During this interactive session, Ken will dive into how the Matrix42 solutions help organizations achieve 11 ITIL 4 requirements. He will also discuss best practices as well as tips and tricks to realize easy integration and success for your organization.

  • Track 5: Tools & Technology – Demonstrations & Labs

    Enterprise Service Management Set Free

    Kasey Kunstmanas, Presales Technical Consultant, Micro Focus
    AI | Asset Management | ITSM
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    Kasey Kunstmanas
    Presales Technical Consultant, Micro Focus

    Code: General

    Service management in today’s world revolves around transforming the business. Business transformation can be very difficult when IT is being pulled in multiple directions, which includes having to deal with rising user demands, failing IT budgets, broken service experiences, complex upgrades, and unpredictable costs. 

    During this session, Kasey will demonstrate Micro Focus’ ESM SaaS solution to show how its key capabilities can be delivered on a single ESM platform that will help with the issues surrounding business transformation. She will discuss how organizations can break away from the status quo and use enterprise service management to create superior user experiences across the enterprise, optimize IT productivity, and control costs to build resilience in a changing world. 

    Kasey will also discuss the key capabilities that are delivered on a single ESM platform and include:

    • Feature-rich ESM solutions with AI-powered self-service
    • Enterprise service management for business functions, such as HR and facilities
    • Discovery and service mapping
    • RPA
    • Software and hardware asset management

    Join us in this session to experience the Micro Focus ESM SaaS solution.

  • Track 5: Tools & Technology – Demonstrations & Labs

    Turbocharge Your Existing ITSM Solution with AI, Automation, and Digital Channels

    Kevin J. Smith, General Manager, ITSM/ESM Industry Expert and Author, Bright Pattern
    AI | Automation | ITSM
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    Kevin J. Smith
    General Manager, ITSM/ESM Industry Expert and Author,
    Bright Pattern

    Code: General

    What if you could add digital omnichannel communication to your existing platform, be it BMC, Ivanti, Matrix42 or ServiceNow? During this session, Kevin who’s an ESM/ITSM industry expert and author, will demonstrate what is possible and how you can turbocharge your ITSM platform with digital channels that include SMS, chat, email, Messenger, and more. He will share recent research and trends for next-gen ITSM in a post-pandemic world, along with how you can easily add new digital channels, AI, and automation to your existing ITSM solution.

    During the demonstration and discussion, Kevin will address the following:

    • Adding omnichannel communication (voice, chat, SMS, bots, Messenger, and more) to your existing ITSM solution quickly and easily
    • Activating innovative use-cases such as automated password reset via self-service voice biometrics
    • Automated incident creation and resolution
    • Automatic status updates via SMS or Voice self-service
    • Measuring customer satisfaction of employees via AI sentiment and automated surveys for 100% of ITSM interactions
    • Significantly reducing costs while achieving immediate ROI payback

    Exclusive to Executive VIP Pass Holders
    • Roundtable Power Lunch
CONCURRENT BREAKOUT SESSIONS
  • 2:15 PM – 3:15 PM
  • Track 3: Integrated Service Management

    I’ve Looked At DevOps From Both Sides Now – With No Illusions!

    George Spalding, Vice President & Executive Consultant, Pink Elephant
    Automation | Culture | DevOps
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    George Spalding
    Vice President & Executive Consultant, Pink Elephant

    Code: General

    OK, maybe you have to be a baby boomer to understand the title, which references Joni Mitchell’s iconic hit song from 1969. But, if you can’t remember – no problem! George is on hand to recall and demystify life’s illusions about DevOps (Ahem…sorry Joni 😊).

    DevOps continues to be a growing movement! But, some IT organizations are still not 100% clear on what exactly it means. Why is there still confusion – especially about the “Ops” side of the equation?

    Join George for this very revealing session as he debunks many myths, misconceptions and illusions surrounding DevOps. George is a DevOps guru – you don’t want to miss his session that explains it all (really!)

    George will highlight how DevOps has become a very strong cultural and professional movement that stresses communication, collaboration, integration and automation to improve workflows and efficiencies between Software Development, IT Operations and IT Service Management professionals. He will also profile content from Pink’s DevOps Essentials certification course that profiles a “Full Stack” approach with focus on people and culture, processes and automation. Attend this revealing session to learn how to instill a culture of collaboration and increased communication across your enterprise.

    And, hey – in case you want to hear it, here is Joni Mitchell singing her classic.

  • Track 4: ITIL – The Evolution and Revolution

    Create Deliver and Support (CDS) – The ITSM Engine Room in a New Context

    Barclay Rae, Consultant, Author, Podcaster and ITIL 4 Architect
    ITSM | ITIL
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    Barclay Rae
    Consultant, Author, Podcaster and ITIL 4 Architect

    Code: General

    Core ITSM/ITIL practices – such as incident, problem, change, configuration, etc. – are identified as key ITIL 4 processes and practices, even though they are centered on IT support functions, they are an invaluable component contained within ITIL 4’s service value system.

    Join Barclay, an author and lead editor of the AXELOS book ITIL 4: Create, Deliver, and Support, as he explains the core ‘engine room’ function of service management in a much wider context. The engine room function incorporates the overall approach for service development from the initial idea and demand through to delivery and value. The engine room is not simply the central ITSM support practices that we all know and love, but also incorporates the design, build, test, and run cycles that are used to build services in the first place.

    During this session, Barclay will share how ITSM and ITIL are defined in ITIL 4 in a much more strategic context. He will examine the big-picture relationship of ITIL 4 and CDS using real-life examples of how to use both to achieve success and value in a broad, elevated, and strategic context.

  • Track 4: ITIL – The Evolution and Revolution

    CMDB - The Enabler of Enterprise Service Management Outcomes

    Jeffrey Tefertiller, CIO Advisor, Executive ITSM Consultant, Program Leader, Founder, Service Management Leadership
    CMDB | ITIL
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    Jeffrey Tefertiller
    CIO Advisor, Executive ITSM Consultant, Program Leader, Founder, Service Management Leadership

    Code: Beginner

    With technology spreading outside of traditional IT at a rapid pace, soon every CMDB will have non-traditional configuration items (CIs) to illustrate the relationships between the different CIs that support a service. Having an accurate and healthy CMDB is more important now than ever before. It is a strategic capability at the forefront of service delivery. According to Jeffrey, most CMDBs currently fail to meet stakeholder expectations, and the leap to include new CI classes (or types) provides both a challenge and an opportunity to show value. A solid CMDB enables the other service management practices (or processes) to be successful.

    During this session, Jeffrey will discuss how to co-create value with stakeholders by properly implementing or improving your CMDB. He will also demonstrate the application of ITIL® 4 guiding principles to the CMDB. Using his more than 10 years experience, Jeffrey will discuss real-world applications and bring a practical perspective to how practice and theory usually differ.

Refreshment Break
  • 3:15 PM – 3:35 PM
Power Hour
  • 3:35 PM – 4:45 PM
  • Power Hour

    A Beginner’s Guide To Quantum Computing

    Dr. Shohini Ghose, Quantum Physicist & Computer Sciences Professor
    Communication | Quantum Computing
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    Dr. Shohini Ghose
    Quantum Physicist & Computer Sciences Professor

    Code: General

    Expand your horizons and join Shohini to explore the cutting-edge world of quantum computing. She will introduce you to atoms and photons to understand the fundamental laws of the universe and harness them for quantum computing and communication.

    A quantum computer isn’t just a more powerful version of the computers we use today; it’s something else entirely, based on emerging scientific understanding -- and more than a bit of uncertainty. Enter the quantum wonderland with TED Fellow Shohini and learn how this technology holds the potential to transform medicine, create unbreakable encryption and even teleport information.

    Shohini is a multi-award-winning quantum physicist and Professor of Physics and Computer Science at Wilfred Laurier University. She is the President (2019-2020) of the Canadian Association of Physicists, the Co-Editor in Chief of the Canadian Journal of Physics, and the Director of the Laurier Centre for Women in Science. She is a 2014 TED Fellow and 2018 TED Senior Fellow. In 2019, she was featured on the Star TV show TED Talks India Nayi Baat. In 2017, she was elected to the Royal Society of Canada’s College of New Scholars, Artists and Scientists.

  • Power Hour

    Leading With Gratitude: Eight Leadership Practices For Extraordinary Business Results

    Chester Elton, “The Apostle of Appreciation”
    Leadership
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    Chester Elton
    “The Apostle of Appreciation”
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    Code: General

    Leadership is about people, but many managers get so busy that they lose sight of those who deliver the results. The best leaders have high expectations for their team members while also creating environments where their people know the plan, are focused on areas that need attention, and feel appreciated for every step forward.

    The world’s #11 ranked leadership speaker, Chester Elton brings 20 years of experience coaching senior leaders and managers, and has surveyed more than 1 million working adults. He presents actionable steps for leaders to develop their skills in engaging and motivating. The payoffs in getting this right come not only in leaders boosting performance and morale, but in gaining a better understand of their team members, how they are contributing, and what more they have to give. Attendees will learn how to:

      • Solicit and act on input
      • Create positive accountability
      • Look for small wins
      • Reinforce core values
      • Develop a culture of gratitude

    A longer workshop version of this session is also presented on Tuesday afternoon as a pre-conference three-hour workshop exclusively for Executive VIP and Platinum Pass holders.

  • Power Hour

    How Big Is Your Definition of ‘Us’?

    Troy DuMoulin, Vice President, Research and Development, Pink Elephant
    Culture | Leadership
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    Troy DuMoulin
    Vice President, Research and Development, Pink Elephant

    Code: Beyond Beginner

    All human societies or organizations have natural boundaries of demarcation where our concept of ‘us’ stops and we consider all others ‘them.’ While this is a normal element of all human structures, the challenge arises when our sense of who we self-identify with is too narrow. Systems thinking teaches us that for an organizational system to gain velocity (speed with direction) toward shared goals, the members of that system need to share the same values, beliefs, and practices, as well as the same basis for the prioritization of work.

    But what happens when our organizational structures and performance management systems paradoxically contradict this goal? When organizations share the same brand objectives but yet operate as silos that insist on the right to independent thought, processes, tools, and direction?

    Join Troy as he explores the role of leadership, culture, and organizational cross-functional structures in building a sense of shared identity, community, purpose, and direction that allows organizations to accelerate and achieve breakthrough results.

NETWORKING RECEPTION & EXHIBITION SHOWCASE OPEN
EXCLUSIVE EXECUTIVE VIP PASS SOIREE

21

Jun

Tuesday, June 21, 2022

BREAKFAST & NETWORKING
  • 6:30 AM – 8:30 AM
CUSTOMER SERVICE DESK OPEN
  • 6:30 AM – 4:00 PM
EARLY RISER SESSIONS
  • 7:15 AM – 8:15 AM
  • Track 1: IT Leadership & Strategic Management

    The Role Of The IT Business Relationship Manager

    Matthew Bowles, Principal IT Management Consultant, Pink Elephant
    Business Relationship Management | Communication
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    Matthew Bowles
    Principal IT Management Consultant, Pink Elephant

    Code: Beyond Beginner

    There is no doubt that the key role of the IT Business Relationship Manager (BRM) is becoming increasingly vital as business units come to depend more on technology to drive business value. The need to have a designated role to ensure strong communication between IT and other business units and departments has never been greater. But, to be effective, BRMs must possess a deep understanding of an organization’s business processes, goals and objectives. Acting as an intermediary between IT and other departments, a BRM plays a big part in reducing business and IT barriers.

    Matthew will provide an overview of key teachings from Pink’s The IT Business Relationship Manager Certification course. His discussion includes a summary of core principles of Business Relationship Management and how to:

    • Establish, build and maintain the relationship between IT as a service provider and internal business stakeholders
    • Identify business value and ensure that both IT and stakeholders understand the requirements to meet strategic goals
    • Identify business partner needs and requirements and ensure that the service provider can meet these needs as business needs change or evolve over time
    • Assist the business in understanding, measuring and leveraging the value of a service

  • Track 1: IT Leadership & Strategic Management

    A Magic Formula for IT Leaders: Defining, Creating & Delivering Business Value

    Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
    ITIL | Leadership
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    Jack Probst, Ed.D.
    Principal IT Management Consultant, Pink Elephant

    Code: Beyond Beginner

    If you’ve had challenges understanding and defining value for IT services, you’re not alone. Many IT organizations have struggled with this. ITIL 4 challenges you to define and create business value, but there is no specific formula or prescription in the books or certification scheme for how to do it.

    Enter Jack. He has many practical examples and personal ah-ha moments to share with you. He will explain that to be an effective and fully collaborative strategic partner, IT organizations must think in business terms about how decisions and improvements will impact service delivery and, thus, increase overall business value. Jack will share a very specific business value formula and explain each of its main components. He will demonstrate how the simple equation, together with a good grasp and understanding of strategic partnerships, will enable your IT organization to more clearly see how ITIL 4’s service value system, specifically the guiding principles and the four dimensions, are all critical to overall business success.

  • Track 3: Integrated Service Management

    The Five Ideals of DevOps

    George Spalding, Vice President & Executive Consultant, Pink Elephant
    DevOps
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    George Spalding
    Vice President & Executive Consultant, Pink Elephant

    Code: General

    In Gene Kim’s hugely popular DevOps book, The Unicorn Project: A Novel about Developers, Digital Disruption, and Thriving in the Age of Data, he describes five ideals that are required to create better value and overall success:

    • The first ideal: locality and simplicity
    • The second ideal: focus, flow, and joy
    • The third ideal: improvement of daily work
    • The fourth ideal: psychological safety
    • The fifth ideal: customer focus

    In this session, taken in part from Pink Elephant’s DevOps Engineer certification course, George reviews these five ideals in detail as he profiles what each one is about, its purpose within DevOps, how each one relates and is important to the overall success of a development team, and how each acts as an enabler to an organization’s overall performance and results.

  • Track 4: ITIL – The Evolution and Revolution

    Understanding ITIL 4’s Value System, Value Chain, and Value Stream – in the Real World

    Troy DuMoulin, Vice President, Research and Development, Pink Elephant
    ITIL | Value Chain | Value Stream | Value System
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    Troy DuMoulin
    Vice President, Research and Development, Pink Elephant

    Code: General

    In ITIL 4, the highest-level concept is the service value system. The service value chain refers to activities that lie at the heart of the service value system. Value streams offer more detailed descriptions of the activities needed to respond to specific types of business demand and business opportunities. Sounds pretty good, right? Everyone buys into the concept of value, but how do you actually differentiate between all these value components, and is it really necessary to do so in the real world? Do you really have to bother? The answer is, yes! To be a highly effective IT organization and a true business contributor, you really need to consider all these areas.

    Troy is here to tell you how to go about it. He’ll explain that, although some aspects of value are similar in all organizations, specific details are likely to vary, which is why ITIL 4 avoids being prescriptive. All organizations are different, and the people involved in creating value think about what they’re doing from very different perspectives, depending on their specific roles and organizational contexts. But there is a right way versus a wrong way that leaders can engage their teams in value discussions, and Troy’s session includes guidance on how to go about answering these very important questions:

    • What exactly is ‘systems thinking’?
    • How do you get all your staff to undertake systems thinking?
    • Why is this important?
    • What does ‘value’ mean in your organization, and is there an effective way to approach these discussions?
    • What is the difference between a value stream and a process or practice?
    • Why is it important for everyone to understand the distinctions?
    • How do you link value to the skills and competencies your organization needs, and how do you ensure that they’re in place?

Keynote Speaker:
Gene Kim
The Unicorn Project
  • 9:00 AM - 10:10 AM
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Gene Kim
CTO, Researcher, Founder of IT Revolution, and Co-author of The Phoenix Project, The DevOps Handbook, and The Unicorn Project
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The Unicorn Project is a fictional story about a major DevOps transformation. In the novel, which is a follow on to his other renowned book, The Phoenix Project, Gene introduces the five ideals of Locality and Simplicity; Focus, Flow and Joy; Improvement of Daily Work; Psychological Safety; and Customer Focus.

The key protagonist in the story, Maxine, is a talented lead developer and architect blamed for an outage and exiled on the Phoenix project. Throughout her journey, she partners with a team of corporate rebels, and together they confront their legacy and change-averse processes and apply the five ideals to lead a positive and lasting business, technology and cultural transformation.

This story will not be unfamiliar to anyone who has undertaken major change. The challenges are common to many organizations that are trying to transform into a digital and elite company. The cultural and organizational principles, as described in the five ideals, are foundational to accomplishing sustainable business outcomes and are already being elevated and adopted by the community as DevOps core values and principles.

REFRESHMENT BREAK
  • 10:10 AM – 10:30 AM
CONCURRENT BREAKOUT SESSIONS
  • 10:30 AM – 11:30 AM
  • Track 3: Integrated Service Management

    DevOps and Agile Project Management – The Brigham Young University Office of IT Way

    Russ Scadden, Managing Director, Application Engineering, Brigham Young University
    Agile | DevOps
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    Russ Scadden
    Managing Director, Application Engineering, Brigham Young University

    Code: General

    Over the past few years, Brigham Young University’s Office of IT has been on a journey to incorporate DevOps and Agile methodologies to increase deployment tempo and reliability. BYU has long been mature in ITSM processes, providing world class support. However, development and operations functioned in different silos with little collaboration and often with contention. Realizing change was needed, the first step involved creating collaborative and cross-functional virtual teams consisting of 8-10 people. Each team was formed with all the roles and resources needed to own a product or service through all stages of the deployment life cycle. Teams were trained, mentored, and measured in areas of iterative development and reliability engineering, resulting in increased productivity, reduced time to delivered benefits, and improved dependability.

    Join Russ as he discusses BYU’s results in incorporating DevOps and Agile methodologies on top of their solid ITSM foundation. He will share the ups and downs experienced along the way as well as steps and tips that will help organizations venture on similar endeavors.

  • Track 5: Tools & Technology – Demonstrations & Labs

    The Future of Service Is Cognitive

    David Schmidt, Director of Solutions Marketing, BMC
    AI | ITSM | Machine Learning
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    David Schmidt
    Director of Solutions Marketing, BMC

    Code: General

    Service management is being transformed by technologies such as artificial intelligence (AI), machine learning (ML), chatbots, virtual agents, and the internet of things (IoT). These technologies are driving dramatic changes to enterprises. To get a competitive edge in the market, highly cognizant business leaders are jumping in headfirst and applying AI and ML to solve real business challenges in service management and beyond.

    During this session, David will hold an in-depth discussion about these advances in technologies and what they mean to the future of service management. He will also discuss how organizations are managing through these changes and how getting a head start on them can benefit an organization.

EXHIBITION SHOWCASE OPEN
  • 11:30 AM – 3:35 PM
CONCURRENT BREAKOUT SESSIONS, NETWORKING & LUNCH
  • 11:45 AM – 12:45 PM
  • Exclusive to Executive VIP Pass Holders
    • Roundtable Power Lunch
CONCURRENT BREAKOUT SESSIONS, NETWORKING & LUNCH
  • 1:00 PM – 2:00 PM
  • Track 5: Tools & Technology – Demonstrations & Labs

    How to Automate Your Processes to Support Shift-Left in the Modern Workplace

    Jon Ryman, Senior Solutions Consultant, EasyVista
    Automation | Self-Service | Service Desk
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    Jon Ryman
    Senior Solutions Consultant, EasyVista

    Code: General

    Today’s modern service desk goes beyond simple service management. Next generation service delivery means proactively establishing solutions before an issue occurs and empowering employees to solve their own problems through self-service and process automation. Understanding how to integrate self-service technology and service management software with automated processes will take your service desk to the next level. The evolution from self-help to self-healing is growing in popularity, but what does it mean and how can this level of automation and self-service be implemented?

    During this session, Jon will demonstrate how to use process automation to shift-left for a modern service desk as well as introduce self-healing and the connection with process automation for shift-left initiatives. He will also discuss various process automation techniques and the role of self-service technology in the next generation of service management.

  • Track 5: Tools & Technology – Demonstration Labs

    ITSM Predictions – Future Trends vs. Present Reality

    Eric Wrazen, Product Manager, Sherweb
    AI | ITSM
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    Eric Wrazen
    Product Manager, Sherweb

    Code: General

    In the IT world, organizations are always on the lookout for the major future trends. Unfortunately, less attention is often paid to trends impacting businesses today, such as digital transformation and the ever-accelerating adoption of AI. These technology drivers also come complemented by major business drivers and environmental considerations.

    During this interactive session, Eric will discuss some widely anticipated changes that will shape ITSM and the impending migration to ESM. He’ll explore how these forecasts align with the actual day-to-day experiences of clients and users managing ITSM operations. He will also provide key takeaways to help organizations continue to thrive in the rapidly evolving business environment.

    Exclusive to Executive VIP Pass Holders
    • Roundtable Power Lunch
CONCURRENT BREAKOUT SESSIONS
  • 2:15 PM – 3:15 PM
  • Track 2: Organizational Change Management

    A “Nua” Way of Working: Reimaging Work, Workforce & Work Practices

    Christopher Flanagan, VP of Operations and Service Management, Prudential
    Change Management | Culture | Leadership | Strategy
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    Christopher Flanagan
    VP of Operations and Service Management, Prudential

    Code: Beyond Beginner

    The pace of change in business is faster now than at any other time in recent history… and it continues to accelerate. Fuelling this change are customers’ evolving expectations for personalized digital experiences as well as technology-based innovation both feeding those expectations and driving the experiences. To remain relevant, businesses must meet customers on their terms and, to do that, technology organizations need to reimagine how they deliver to both internal and external customers, while at the same time creating value for their employees.

    During this session, Chris will discuss his experiences with a two-year transformation journey in Prudential’s subsidiary, Pramerica Ireland, that was motivated by a desire to provide higher-level, transformative services to its US-based parent company. The program pursued and achieved a Nua (Irish word for new) way of working by focusing on the work, the workforce, and the work practices to create transformative change and sustain higher-value delivery. Chris will talk about how the team started with pixelating the work by breaking it down into basic components, then reimaging and reassembling optimized practices and workloads. He’ll also share his experiences with purposeful approach work practices that fostered an intrapreneurial leadership mindset and an authentic culture of engagement and service that was truly the foundation of the Nua way of working.

  • Track 2: Organizational Change Management

    Leverage Organizational Change Management Principles to Lead Successful Transformation

    Robin Hysick, Senior IT Management Consultant, Pink Elephant
    Culture | Organizational Change
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    Robin Hysick
    Senior IT Management Consultant, Pink Elephant

    Code: General

    It is a recognized fact that many change efforts fail because leaders do not follow an effective overall approach for leading and managing major organizational change, including how to address the all-important components of communication, people, and culture.

    If you are 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 a formal change model is a must-know and not a nice-to-know. Robin takes you through Pink’s 20/20 change model – your formula for success that includes something old, something new, something borrowed, and something…Pink!

    The 20/20 model includes guidance based on Pink’s own vast implementation experience, together with inputs from ‘old and borrowed’ and more traditional academic teachings (old, but still very relevant!). Not only will you understand the theory behind how to lead change, but Robin will also review how to apply the best practices. You will gain huge benefits from her extensive ITIL implementation and IT project management experience as she walks you through several real-world examples, as well as the dos and don’ts for each of the steps involved.

  • Track 3: Integrated Service Management

    15 Essential Practices For DevOps Success – Part Two

    George Spalding, Vice President & Executive Consultant, Pink Elephant
    Agile | DevOps
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    George Spalding
    Vice President & Executive Consultant, Pink Elephant

    Code: General

    Automation. Speed. Agility. Adaptability. Are we talking about the organization of the future? No!

    At Pink, we believe this describes how your IT organization could be today. We have worked relentlessly with subject matter experts to bring you the ideas and innovations that shape the future with Pink Elephant’s 15 Essential Practices For DevOps Success.

    Attend this two-part session with our DevOps guru, George Spalding. Taken from Pink Elephant’s DevOps Essentials Certification Course, George explains the exclusive-to-Pink ‘Full Stack’ approach, which integrates best practices such as Lean, Agile and ITIL/IT Service Management. George’s practical and uncomplicated advice will guide you on where to begin, and what to do to ensure your DevOps implementation transforms your department into an organization of the future – today!

    Presented as two separate sessions, Part One includes practices one through eight and Part Two includes practices nine through fifteen. A must-attend for anyone who really wants to demystify the “Ops” side of DevOps!

  • Track 4: ITIL – The Evolution and Revolution

    Enabling Proactive Problem Management & Reducing Major Incidents with Data Analytics

    Troy DuMoulin, Vice President, Research and Development, Pink Elephant
    AI | Machine Learning | Problem Management
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    Troy DuMoulin
    Vice President, Research and Development, Pink Elephant

    Code: General

    It is Monday morning and once again your organization is consumed with unplanned work, as another major incident is called and everyone drops what they are doing to swarm the issue of the moment. Sound familiar, perhaps all too familiar?! If so, then your organization is struggling with the challenges related to systemic problems caused by technical debt, un-stable snowflake environments and issues related to process capability.

    To reverse this trend, organizations need to go on the offensive by moving from a reactive incident approach to proactive problem identification and management. However, to do this successfully, Lean teaches that you need data, since you cannot avoid a problem you cannot see. Join Troy as he discusses the critical success factors for enabling “Proactive” Problem Management and how data, analytics and machine learning can enable organizations to avoid major incidents and reduce un-planned work. Topics that will be covered include:

    • Reactive versus proactive Problem Management – yes, there is a big difference!
    • Major Incident reviews and trend analysis
    • Using root cause analysis techniques to improve incident prediction
    • Using risk management to manage problem backlogs
    • Using AI/ML techniques to create early warning systems

REFRESHMENT BREAK
  • 3:15 PM - 3:35 PM
POWER HOUR
  • 3:35 PM - 4:45 PM
  • Power Hour

    Understanding Neuroscience and How to Rewire Your Brain for Maximum Performance

    Klyn Elsbury, Author and Trainer
    Culture | Strategy
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    Klyn Elsbury
    Author and Trainer

    Code: General

    According to Klyn, we are mentally programmed to either give up or be upset, not necessarily because our lives are so tough, but because we haven't learned the strategies and tactics needed to persevere when the odds are against us.

    In this raw and inspiring keynote, Klyn will share how she grew up within hospital walls due to complications of cystic fibrosis. She will explain this was actually the most advantageous thing to ever happen because it showed her a clear sense of purpose for her life. The principles, strategies, and tactics that will be explained in this incredibly emotional and heart-felt presentation can be applicable to anyone fighting to thrive in their business, their career, family, or even their life.

    This session is highly recommended for those looking to turn extreme adversities to an advantage. Klyn will explain that continual research shows that our life circumstances, genetics, and economic situation affect our sense of well-being far less than previously believed. Klyn’s presentation will highlight:

    • Three ways adversity can define you
    • How to deploy simple yet little-known solutions to create a purposeful and happy life
    • Strategies for ensuring lasting motivation
    • Simple daily practices and key insights that can make your life more enjoyable and fulfilling that go well beyond the positive-thinking approach

  • Power Hour

    Enterprise Service Management – How to Use ITIL 4 to Sell It and Deliver It!

    Barclay Rae, Consultant, Author, Podcaster and ITIL 4 Architect
    ITIL | ITSM
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    Barclay Rae
    Consultant, Author, Podcaster and ITIL 4 Architect

    Code: General

    Enterprise Service Management (ESM), the use of service management tools and practices that are developed to provide solutions and service improvements that span the whole business, is a fast-growing trend across many organizations and sectors. These solutions and service improvements are designed to impact various departments including HR, Finance, Marketing, Sales and Customer Service.

    During this session, Barclay will explain how ITIL 4 has been designed to help the enterprise.  The clear and global messaging in ITIL 4 enables organizations to initiate projects and bring businesses on board without creating the illusion of it being just another scary IT project!  He will delve into ITIL 4’s key universal concepts of co-creation of value and demand to value, as well as why it’s seven guiding principles are effective due to the focus on value streams and a shift-left approach. Barclay will provide practical guidance, tips and ideas on how to use the key elements of ITIL 4 in the feasibility and delivery stages of an enterprise-wide transformation.

NETWORKING PARTY
  • 6:00 PM – 8:00 PM

22

Jun

Wednesday, June 22, 2022

BREAKFAST & NETWORKING
  • 6:30 AM - 8:30 AM
EARLY RISER SESSIONS
  • 7:15 AM - 8:15 AM
  • Track 1: IT Leadership & Strategic Management

    The Top 5 Leadership Enablers for Effective Process Governance

    Troy DuMoulin, Vice President, Research and Development, Pink Elephant
    Culture | IT Governance | Leadership
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    Troy DuMoulin
    Vice President, Research and Development, Pink Elephant

    Code: Beyond Beginner

    Organizations with a goal to achieve the high velocity necessary for digital transformation must accelerate value delivery, as well as improve collaboration with their people and within teams. To accomplish this, they have traditionally turned to published IT frameworks and models for ideas and answers. Yet, many of the models demonstrate that defining, documenting, and automating your processes is simply not enough. It is necessary to establish effective, accountable, and scalable governance and ownership roles for any shared organizational process to be sustained and improved over the long term.

    However, simply naming a process owner to a role or establishing a service management office is not enough!

    Join Troy as he describes five critical leadership and cultural enablers that must be in place for any organization to successfully establish and sustain an effective process governance approach. The discussion profiles:

    • Creating systems thinking and a constancy of purpose
    • Moving from a silo to a collaborative culture
    • Enabling teaming through cross-functional structures
    • Moving to outcome- versus activity-based measures
    • Leveraging an integrated tooling strategy versus point solutions
  • Track 1: IT Leadership & Strategic Management

    Getting Control Over Your IT Assets, including IoT – A Leader’s Guide

    Charlie Miles, Principal IT Management Consultant, Pink Elephant
    Asset Management | Strategy | Leadership
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    Charlie Miles
    Principal IT Management Consultant, Pink Elephant

    Code: General

    Charlie will discuss the contents of his featured article in TechBeacon from early 2020.

    Are you planning to take a strategic program approach to establish strong IT Asset Management capabilities within your IT organization? Charlie will explain that it all starts with a strong enterprise-wide asset management program, not just IT asset management. As more non-IT assets become “smart” through technological advances, IT should have the capability to more effectively manage, deploy, and secure these devices. IT can do so more effectively than can facilities or corporate asset areas of the business. Why? Because only IT has the knowledge, awareness, and capability to manage these from a cybersecurity perspective and to manage necessary device upgrades (software and firmware). And, only IT has the disciplines related to inventory control and the identification and mitigation of discrepancies.

    While that’s what IT should do, the reality, based on Charlie’s experiences consulting with dozens of enterprises, is that many IT organizations barely get by in managing traditional IT assets. Charlie will challenge you to take a hard look in the mirror and assess how well, or poorly, you manage your laptops, software licenses, and other IT assets today. If you are struggling with this now, you are not prepared for, nor capable of, managing IoT.

    To prepare for the IoT onslaught, you need to get your IT asset management house in order. Traits of a strong IT asset management program include:

    • Taking a strategic program approach
    • Having a defined asset and organizational scope
    • Establishing centralized control (not necessarily through a centralized function)
    • Creating and enforcing effective asset policies
    • Recognizing that everyone in the organization who touches an IT asset has a role to play

    Once you establish your program for IT, you can extend it to the entire enterprise, and you will be able to create more effective security control for all IoT assets.

  • Track 3: Integrated Service Management

    The Key Roles of SLIs, SLOs, SLAs, and Error Budgets within DevOps

    George Spalding, Vice President & Executive Consultant, Pink Elephant
    DevOps
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    George Spalding
    Vice President & Executive Consultant, Pink Elephant

    Code: General

    It’s easy to get lost in a mish mash of IT acronyms! But George is here to save the day and explain how service level indicators (SLIs), service level objectives (SLOs) and service level agreements (SLAs) together with error budgets are key parameters with which the reliability, availability, and performance of a product/service can be measured. These are critical to DevOps success and are especially helpful when used with SRE (site reliability engineering) concepts.

    Understanding what these terms mean and exactly how to apply them allows you to create a targeted, focused framework for improvement, which provides a better experience for your customers and your organization’s stakeholders.

    Taken in part from Pink Elephant’s DevOps Engineer certification course, George’s presentation also provides many real-world examples to help illustrate how these tools empower software development, operations, and product/service teams to work more effectively, efficiently, and collaboratively – all within a blameless culture with a focus on customer happiness.

Closing Remarks
  • 8:30 AM - 9:00 AM
Keynote Speakers:
Ben Nemtin, Bestselling Author
Five Steps to Make the Impossible Possible
  • 9:00 AM - 10:10 AM
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Ben Nemtin
Bestselling Author

Ben and his three childhood friends started THE BURIED LIFE in Victoria, BC in 2006. They made a list of ‘100 things to do before you die’ and for every list item they accomplished, they helped a complete stranger cross something off their bucket list. Since then, he has been on a mission to achieve the unthinkable.

From playing basketball with President Obama to streaking a soccer field, from writing a #1 New York Times bestseller to being interviewed by Oprah, Ben’s bucket list quest has inspired millions to strive for greatness. Ben weaves the compelling story of how The Buried Life grew from 100 impossible dreams scribbled on a piece of paper into a global movement of millions and skillfully connects his story to the fabric of our daily lives.

Ben’s message of radical possibility, combined with his ‘5 Steps to Make the Impossible Possible’, leaves audiences not only inspired but also equipped to tackle the seemingly insurmountable. Ben’s system of achieving any impossible goal demystifies daunting tasks and turns ‘dreams’ into ‘projects’ by creating a digestible pathway to success. Mediocre is crowded, raise your bar and surprise yourself!

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REFRESHMENT BREAK
  • 10:10 AM - 10:30 AM
CONCURRENT BREAKOUT SESSIONS
  • 10:30 AM – 11:30 AM
  • Track 1: IT Leadership & Strategic Management

    Key and Distinct Elements Of A Lean Business Culture

    Troy DuMoulin, Vice President, Research and Development, Pink Elephant
    Business | Culture | Leadership | Lean
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    Troy DuMoulin
    Vice President, Research and Development, Pink Elephant

    Code: Beyond Beginner

    Why is a Lean IT leadership approach so powerful? Troy will explain that a Lean IT Leader 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 Leaders promote a mantra of continuous improvement through Leadership methods that instill a Kaizen mindset and a shared passion to create value, increase speed and reduce costs within teams and individuals.

    To achieve these goals, Lean Leaders, including Lean CIOs(!), are able to examine how well work flows through the whole organization, irrespective of boundaries such as functional silos. Using Lean principles, IT Leaders can look at 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 that contribute to each value stream.

    How is this all accomplished? Can it really be done? Yes! Troy, a celebrated author and one of the world’s leading Lean IT and ITIL 4 authorities, will tell you how. And, he’ll use contents from Pink’s Lean IT Leadership certification course to highlight key points.

    This session is especially relevant to those seeking to gain a stronger leadership perspective on ITIL 4’s Service Value System.

  • Track 2: Organizational Change Management

    Real World Examples of How to Use Lewin’s & Kotter’s Change Models

    Jennifer Wels, Senior IT Management Consultant, Pink Elephant
    Culture | Organizational Change
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    Jennifer Wels
    Senior IT Management Consultant, Pink Elephant

    Code: Beyond Beginner

    Why do organizational change management efforts fail? Often, it’s because managers don’t understand the right way versus the wrong way to lead others through major change.

    Whether you are changing a process, implementing a new tool, or wanting to change corporate culture, it’s the people side of change that is critical to overall success.

    Jennifer will dig into her very deep pockets of consulting experience working with numerous organizations over 20 years to implement IT service management best practices. She will start her session by providing a refresh of Lewin’s and Kotter’s change models and then, using these as frames of reference, she provides specific real world examples from the trenches of how to address each of the stages in Lewin’s model – Unfreeze, Change, Refreeze – and each of the stages of Kotter’s model: Create a Sense of Urgency; Form a Powerful Guiding Coalition; Communicate The Vision To The Power of Ten; Remove Obstacles; Create Quick Wins; Keep The Momentum Going; Anchor The Change in Corporate Culture.

  • Track 3: Integrated Service Management

    DevSecOps, Service Value Chain, and Practices Lead to Increased Value to Your Customers

    Gary Case, Manager, Vintun LLC
    DevSecOps | ITIL | Service Value Chain
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    Gary Case
    Manager, Vintun LLC

    Code: General

    ITIL 4 has been a game changer and has provided much - needed alignment to the way organizations work in today’s world.During this session, Gary will discuss how DevSecOps, using a Lean Agile approach, service value chain activities, and practices, all contribute to an organization’s operating model and, ultimately, the customer value realization.The service value chain is a flexible operating model that can be adapted to how an organization chooses to do business and deliver products and services to their customers with continual integration and continual delivery(CICD).Gary will describe DevSecOps high - level activities and how these activities can flow through the service value chain and the many ways that flow can be achieved.He will also discuss how ITIL 4 practices support DevSecOps as well as the six activities of the service value chain.

    Join Gary to learn about the following:

    • High-level DevSecOps activities
    • The integration of DevSecOps, service value chain activities (simple to complex), and practices
    • How the operating model can be flexible, based on an organization’s desired way of working

  • Track 3: Integrated Service Management

    The DevOps Engineer

    George Spalding, Vice President & Executive Consultant, Pink Elephant
    Communication | DevOps
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    George Spalding
    Vice President & Executive Consultant, Pink Elephant

    Code: General

    There is a commonly held view that a good DevOps engineer is worth their weight in gold, but what exactly does a DevOps Engineer do?

    George, Pink’s resident DevOps expert is on hand to profile this key role and explain that when you invest in a strong DevOps engineer, you’ll gain many benefits.

    DevOps is an approach and strategy that bridges the gap between software development and IT operations. DevOps aims to develop an agile relationship between these two areas so that organizations can create and release regular updates to their products much more quickly than using the more traditional waterfall model. DevOps engineers and DevOps teams sit in between development and deployment, making sure that everything is geared towards releasing updates as efficiently as possible. Highly effective DevOps is about collaboration, effective communication, and removing barriers, and the role of DevOps engineer is a critical success factor.

    Using content taken in part from Pink’s new course about this key role, George will review the scope and purpose of a DevOps Engineer: the typical day-to-day responsibilities; benefits gained from investing in a strong DevOps Engineer; and the key skills required for the role.

NETWORKING & LUNCH
  • 11:30 AM - 1:00 PM
HALF-DAY WORKSHOPS
  • 1:00 PM – 3:45 PM
  • Track 6: Half-Day Workshops

    PinkSCAN – Incident, Problem and Change Management

    Jennifer Wels, Senior IT Management Consultant, Pink Elephant
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    Jennifer Wels
    Senior IT Management Consultant, Pink Elephant

    Code: General

    Jennifer takes you through a very practical workshop using approximately 60 questions to check the maturity levels of the captioned three practices, according to ITIL. She starts by explaining what “process maturity” means according to CMMI (Capability Maturity Model Integration) and Pink’s tool, PinkSCAN, which is based on CMMI. Jennifer explains why you need to understand these concepts as part of your overall continual improvement practice.

    After the maturity health check, you will walk away with a plan that describes what areas you really need to focus on in order to take your Incident, Problem and Change Management processes to higher, more effective integrated levels of process maturity.

  • Track 6: Half-Day Workshops

    PinkSCAN – Request Fulfilment, Service Level Management & Service Catalogue

    Charlie Miles, Principal IT Management Consultant, Pink Elephant
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    Charlie Miles
    Principal IT Management Consultant, Pink Elephant

    Code: General

    In some ways, these are three very straightforward practices; but, in other ways, IT organizations still struggle with the interconnectivity of all that is involved. Charlie starts by explaining what “process maturity” means according to CMMI (Capability Maturity Model Integration) and Pink’s tool, PinkSCAN, which is based on CMMI. Charlie explains why you need to understand these concepts as part of your overall continual improvement practice.

    After the maturity health check, you will walk away with a plan that describes what areas you really need to focus on in order to take your Request Fulfillment, Service Level Management and Service Catalogue processes to higher, more effective integrated levels of process maturity.

  • Track 6: Half-Day Workshops

    PinkSCAN – Supplier Management & Business Relationship Management

    Matthew Bowles, Principal IT Management Consultant, Pink Elephant
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    Matthew Bowles
    Principal IT Management Consultant, Pink Elephant

    Code: General

    Supplier Management takes a mainly external focus on how to effectively manage supplier relationships. Business Relationship Management takes a more internal focus on how to effectively manage major stakeholder relationships. Matt will take you through approximately 40 questions to check on the maturity levels of these two practices, according to ITIL. He will start the workshop by explaining what “process maturity” means according to CMMI (Capability Maturity Model Integration) and Pink’s tool, PinkSCAN, which is based on CMMI. Matt will then explain why you need to understand these concepts as part of your overall continual improvement practice.

    After the maturity health check, you will walk away with a plan that describes what areas you really need to focus on in order to take your Supplier Management and Business Relationship processes to higher, more effective integrated levels of process maturity.

  • Track 6: Half-Day Workshops

    How to Create Effective Service Level Agreements (SLAs)

    Troy DuMoulin, Vice President, Research and Development, Pink Elephant
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    Troy DuMoulin
    Vice President, Research and Development, Pink Elephant

    Code: General

    Join Troy in this practical and very educational half-day workshop as he shares a clear roadmap of how to effectively establish the critical dependencies and roles necessary to develop and manage successful service level agreements between IT and key business relationships. Troy also incorporates ITIL 4 teachings and best practices into his discussion.

    Learning objectives include:

    • How the definition and dimensions of customer value impact SLAs
    • The differences between products, services, and service offerings
    • Understanding the types of service (digital, technical, professional)
    • Relationship management roles (customer, sponsor, users)
    • Service level management’s purpose and success factors
    • Service level targets, service level objectives, service level agreements
    • Voice of the customer analysis and development of critical-to-quality performance attributes for service level management
    • Service provider roles (service owner, product owner, relationship manager) and their involvement in service level agreements
    • Service catalog management and its relationship with service level agreements

REFRESHMENT BREAK
  • 2:10 PM - 2:25 PM
CONFERENCE ENDS
  • 3:45 PM