Tracks, Speakers & Sessions

Attend “the best conference in the industry!"

Pink has the undisputed reputation for developing an unsurpassed line-up of speakers and meaningful subject matter. As a result of our unwavering commitment, we are very proud to present what is widely acknowledged as the most content-rich IT service management program in the industry.

Pink23 covers: ITIL® (including advanced content); Lean (Kaizen to leadership); Agile and Scrum; DevOps (especially the OPS side and what it means to really collaborate and eliminate silos!); organizational change management; business relationship management; IT asset management, and more.

Licence To Fulfill

Each year we use a fun theme to create an extraordinary education experience within a highly spirited and energetic conference atmosphere. For Pink23, we borrow our theme from 007 – James Bond! Read more about it here.

On the program below, each of the tracks is dedicated to an interesting aspect of James Bond movies. Read all about it and get ready for an amazing learning experience!

Pink23 Host

Wayne Cotter - Pink 23 host
Wayne Cotter
Pink23 Host, Comedian, Entertainer

Miss Moneypenny’s Early Risers

Like M’s assistant and Bond’s dutiful friend, our own dependable, hard-working, and always-at-the-ready trainers are on call for early risers. Start your day with one of these value-added breakout sessions presented by Pink’s amazing talent.

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ITIL 4 – An Executive Overview
Robin Hysick, Senior IT Management Consultant, Pink Elephant
ITIL
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ITIL 4 Specialist: Create, Deliver & Support – An Overview
Graham Furnis, IT Management Consultant, Pink Elephant
ITIL | ITSM
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ITIL 4 Specialist: Drive Stakeholder Value – An Overview
Charlie Miles, Principal IT Management Consultant, Pink Elephant
Business Relationship Management | ITIL
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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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ITIL 4 Leader: Digital & IT Strategy – An Overview
Robin Hysick, Senior IT Management Consultant, Pink Elephant
ITIL | Leadership | Strategy
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ISO 20000 – A Beginner’s Guide
Felipe Villegas, Product Consultant, Pink Elephant
ISO 20000
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Platinum Pass Early Riser: Ask the IT Service Management Expert
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
ITSM
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Lean Thinking: Why It’s a Must-Have for IT Leaders
George Spalding, Vice President & Executive Consultant, Pink Elephant
Lean IT

Thunderball Sunday Pre-Conference Optimizers

No evil one-eyed masterminds here. These Sunday pre-conference sessions and mini-workshops are presented by masterminds who are leading luminaries in their fields. Two of these are workshops exclusively for Executive VIP and Platinum pass holders only. To read more about these passes and their benefits, click here.

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All In: How the Best Leaders Create a Culture of Belief and Drive Big Results
Chester Elton, "The Apostle of Appreciation"
Culture | Leadership
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The Service Catalog as the Central Pillar of an IT Service Organization
Troy DuMoulin, VP of Research & Development, Pink Elephant
Service Catalog | Communication | Culture
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Change Management versus Change Enablement
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
Change Management | ITIL
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ITIL 4 – An Executive Overview
Robin Hysick, Senior IT Management Consultant, Pink Elephant
ITIL
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The 7 Guiding Principles of ITIL – What They Really Mean in the Real World!
Charlie Miles, Principal IT Management Consultant, Pink Elephant
ITIL
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ISO 20000 – A Beginner’s Guide
Felipe Villegas, Product Consultant, Pink Elephant
ISO 20000
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Platinum Pass Optimizer: Ask the IT Service Management Expert
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
ITSM
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The Five Ideals of DevOps
George Spalding, Vice President & Executive Consultant, Pink Elephant
DevOps

Ian Fleming’s James Bond

Each year we bring you keynote speakers who have made a big difference. The world is filled with inspiring people who demonstrate mind-blowing acts of creativity, heroism, and courage. We pride ourselves in bringing you the best.

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Choose Your Attitude!
Debra Searle
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SuperCompetent: The Six Keys to Perform at Your Productive Best
Laura Stack, CEO, The Productivity Pro
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Fear Less, Do More
Michelle Poler, Founder, Hello Fears

Diamonds Are Forever Power Hour

Instead of scheduling only one “gem” (a high-profile keynote session) in each of two time slots, there are a few dazzling and brilliant sessions and speakers to choose from! Attend the one that’s right for you and your areas of interests.

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IT Frameworks and First Principles
Troy DuMoulin, VP of Research & Development, Pink Elephant
Agile | DevOps | ITIL | Lean
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The Best Team Wins: 5 Disciplines of Today’s Most Effective Team Leaders
Chester Elton, "The Apostle of Appreciation"
Leadership
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The Top 5 Leadership Enablers for Effective Process Governance
Troy DuMoulin, VP of Research & Development, Pink Elephant
Leadership | Practice/Process Ownership
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Motivation by Chocolate
Denise Ryan, Founder, FireStar
Business Relationship Management | Leadership | Strategy
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The Importance of Influential Leadership
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Leadership

Sunday, Monday, and Tuesday Night Networking Receptions & Party

It’s time to reconnect with live, in-person business networking!

All attendees are invited to join us on Sunday evening for a welcome reception, and on Monday evening for an additional networking get-together. Both evenings will have drinks, canapés, and fun – it’s a perfect opportunity to wind down, mingle, talk shop, and make new friends. Also, stay tuned for details about the networking party for Tuesday evening – with a James Bond theme, you know it’s going to be extra special!

Networking party at Bellagio-Pool
ITSM Networking – Pink20
ITSM Networking – Pink20
ITSM Networking – Pink20

Track 1: M

IT Leadership and Strategic Management. Dedicated to Bond’s boss, M, this track features forward-thinking speakers who will present cutting-edge trends and profile successes in the areas of people management, business process management, organizational change management, and leading major cultural transformations.

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The Carrot Principle: How the Best Managers Use Recognition to Engage Their People, Retain Talent, and Accelerate Performance
Chester Elton, "The Apostle of Appreciation"
Leadership | Strategy
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If I Knew Then What I Know Now! – What I Wish My Former ‘CIO Self’ Was Told by My Current ‘COO Self’
Joseph Hayes, Fortune 100 Financial Services COO/CIO
Leadership
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Communication and Power for Women
Denise Ryan, Founder, FireStar
Communication
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No Time to Die: Why ITSM Needs More Strategic Leaders, and How to Be One
David Cannon, ITIL v3 and ITIL 4 Author, Executive Vice President, nfiniti3
ITSM | Strategic Leadership
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Tomorrow Never Dies: How to Write Winning Strategies
David Cannon, ITIL v3 and ITIL 4 Author, Executive Vice President, nfiniti3
Strategic Leadership
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Understanding and Applying the IT/Business Model – Part 1 & Part 2
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Business Relationship Management | Leadership | Strategy

Track 2: Octopussy

Organizational Change Management. IT organizations are undertaking numerous projects and changes of all kinds – often at the same time. These sessions profile how to effectively lead others through the implementation of new processes, changes in organizational structure and culture, and addressing both the people and technical side of change.

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Adventures in Change Management – Proven Techniques to Carry Your Team through Tough Times
Joseph Hayes, Fortune 100 Financial Services COO/CIO
Leadership l Organizational Change
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Organizational Change Management’s Silver Bullet: Active and Visible Leadership
Charlie Miles, Principal Consultant, Pink Elephant
Organizational Change | Leadership
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Understanding the Emotional Side of Organizational Change Management – Part 1 & Part 2
Charlie Miles, Principal Consultant, Pink Elephant
Organizational Change Management
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ITIL and Organizational Change Management – A Vital Partnership for Success
Elaine Lauritzen, Managing Director, HR and ID Center, Office of IT, Brigham Young University
ITSM | Process Improvement | Organizational Change Management
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How the Adoption of Artificial Intelligence Enabled the Newport News Shipbuilding Service Desk
Rick Clabbers, Senior Service Management Analyst, Huntington Ingalls Industries, Inc.
AI | Service Desk

Track 3: Goldfinger

Integrated Service Management. The interconnectivity of several new and long-standing methodologies and best practices supporting IT service management (ITSM) is the key to delivering golden opportunities for IT services. Learn how ITIL®, DevOps, Lean, Agile, BRM, and Organizational Change Management all work together to turn everything to gold – true business value.

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Maturing Service Management Practices with an Agile-Scrum Approach
Cathy Kirch, Senior Business Analyst, Argonne National Laboratory
Agile | ITSM | ITIL | Scrum
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A Learning Organization Is Key to Your Agile Transformation
Jason Plante, Enterprise Digital Agile Coach, Takeda
Agile | Culture
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ITSM AI/ML Solutions at FIS
Armen Badal, Sr. Vice President, Global Service Transition, FIS
AI | ITSM
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Minimum Viable Bureaucracy – Building Processes that Stick in an Increasingly Agile World
West Richter Jr., Director, Global IT Quality & Process Management, Moog, Inc.
Agile | Continual Improvement | Culture
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How to Create Organizational Resilience
Jeffrey Tefertiller, CIO Advisor, Executive ITSM Consultant, Program Leader, Founder, Service Management Leadership
ITSM
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Leveraging Lean IT and Kaizen to Make Operational Excellence Real at Bank of America
Robert Medearis, Senior Vice President, Sr. Service Delivery Manager, Bank of America
Lean IT | Kaizen
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The Living Daylights: Whatever You Do – Don’t Forget the Basics!
David Cannon, ITIL v3 and ITIL 4 Author, Executive Vice President, nfiniti3
ITSM | Service Catalog
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Leaning toward Service Strategy
Kristen Carvaines, Director, Project Management Office, National Interstate Insurance
Continuos Improvement | Lean | Service Strategy
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ISO 20000 – A Beginner’s Guide
Felipe Villegas, Product Consultant, Pink Elephant
ISO 20000
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The Importance of Quality Mindfulness
Peter McGarahan, Senior Director – Workplace & Collaboration Services, First American
Leadership
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Lean Thinking: Why It’s a Must-Have for IT Leaders
George Spalding, Vice President & Executive Consultant, Pink Elephant
Lean IT
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15 Essential Practices for DevOps Success – Part 1 & Part 2
George Spalding, Vice President & Executive Consultant, Pink Elephant
DevOps

Track 4: On Her Majesty’s Secret Service

The ITIL Evolution. It all started in England in the 80s and, over the past three decades, tens of thousands of IT organizations around the globe have relied on ITIL, the world’s most successful ITSM model, to help them achieve business value. Experts and case studies in this track highlight best practices for managing the many components of ITIL’s service value system.

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Demand Management – You Can’t Always Get What You Want!
Alan Dresser, Technical Director, US Navy
Demand Management | ITIL
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Change Management versus Change Enablement
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
Organizational Change Management
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Eliminate Incidents by Fulfilling Change Enablement
Mark Freed, IT Enterprise Services Manager, Office of Information Services, State of Oregon
ITIL | Change Enablement | Change Management
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Bigger and Bolder with AI-First Mindset
David Berglund, SVP Global Head of Artificial Intelligence, FIS
AI | ITSM
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The Four Ways to Improve Every CMDB
Jeffrey Tefertiller, CIO Advisor, Executive ITSM Consultant, Program Leader, Founder, Service Management Leadership
CMDB | ITSM
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Pick a Card, Any Card! Using ITIL 4’s Four Dimensions (and more!) to Define Standard Workflows
Sarah Topham, Leader, Business Process Improvement, MVP Health Care
ITIL
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Problem Management in Practice: How to Use AI to Move from Reactive to Proactive
Charlie Miles, Principal Consultant, Pink Elephant
AI | Problem Management

Track 5: Q

Tools & Technology. Dedicated to Bond’s gadget-maker, Q – the “Quartermaster”. Sessions in this track feature thought leadership and actual demonstrations as well as instructional labs showcasing how to align processes and tools.

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Product Demo – The Self-Service Portal Designed for Your Users
Tom Petley, Product Manager, HaloITSM
ITSM
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ITIL – Making It Work for Small and Mid-Sized Business
Eric Wrazen, ITSM Product Manager, C2
ITIL
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Product Demo – Improve OpEX, Productivity, and Efficiency by Introducing a Modern Cloud Support Experience to ITSM
Steve Smith, Senior Director, Solutions Engineering, ScreenMeet
Cloud | ITSM
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Product Demo - Unleashing the Power of Digital Workflows
Jeff Jacoby, Services Team Lead, TOPDesk
Automation | Service Desk
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Thought Leadership
ServiceNow
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From Reactive to Proactive: Top Tips to Leveling Up Your IT Maturity
Jonathan Ryman, Senior Solution Consultant, EasyVista
ITSM | IT Maturity
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Product Demo – Driving Digital Transformation with EXM Cloud
Sumukh Sharma, Vice President, EXM Cloud
Digital Transformation
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Product Demo – Evolve your DevOps Change Automation with Tricentis
Chris Dauw, Principal Product Manager, Tricentis
Automation | DevOps

Track 6: Quantum of Solace

Free Half-Day Workshops. Don’t miss this unique opportunity to learn from the best – Pink’s highly knowledgeable and world-renowned consultants. Spend a few hours with the best minds in the industry. It’s a great way to introduce yourself to a subject or get a refresher!

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The Top 5 Leadership Enablers for Effective Process Governance
Troy DuMoulin, VP of Research & Development, Pink Elephant
Leadership | Practice/Process Ownership
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The 7 Guiding Principles of ITIL – What They Really Mean in the Real World!
Charlie Miles, Principal IT Management Consultant, Pink Elephant
ITIL
PinkSCAN Process Maturity Assessments

Choose from one of these very practical half-day workshops. Participants will be taken through approximately two dozen questions for each process/practice to check maturity levels, according to ITIL® best practices. The Pink consultant starts by explaining what ‘process maturity’ means according to CMMI (Capability Maturity Model Integration) and Pink’s assessment tool, PinkSCAN, which is based on CMMI. This is followed by an explanation of why IT organizations need to understand these concepts as part of an overall and effective continual improvement practice.

After the maturity health check, participants will walk away with an action plan that describes what areas they really need to focus on to take the designated processes/practices to higher and more effective integrated levels of process maturity.

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Incident, Problem, and Change Management/Enablement
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
ITIL
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Request Fulfillment, Service Level Management, and Service Catalog
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
ITIL