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.
Pink24’s cutting edge program includes all things ITSM including Pink Elephant’s industry-first concepts for integrated service management, thought-provoking case studies presented by progressive, forward thinking IT practitioners, the latest business trends from subject matter experts for Lean IT, Agile, Scrum, DevOps, business relationship management, organizational change management, and much more…
“May the ITSM force be with you!”
Each year we use a fun theme to create an extraordinary education experience within a highly spirited and energetic conference atmosphere. For Pink24, we borrow our theme from Star Wars! Read more about it here .
On the program below, each of the tracks is dedicated to an interesting aspect of Star Wars movies. Read all about it and get ready for an amazing learning experience!
Pre-Conference Sunday Optimizers – Open To All Attendees
Chewbacca (Chewie) is Hans Solo’s co-pilot. He has a big heart and unwavering loyalty. He is brave, intelligent, and honorable. Available to all attendees, these Sunday pre-conference one-hour sessions are presented by Pink’s own unwavering ITSM experts.
The Service Catalog as the Central Pillar of an IT Service Organization
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
What It Really Takes to Establish and Manage a Highly Effective Problem Management Process
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
Product Demo – How AIOps Can Reduce Incidents and Outages
Nikhil Palanki, Senior Product Manager, Accrete
Ask the IT Service Management Expert
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Data Science, AI and IT Process Management
Ernesto Mijangos, Professional Service Director, Pink Elephant México and Latin America
Pre-Conference Sunday Workshops – For Executive VIP & Platinum Passholders
Dedicated to Obi-Wan Kenobi. A legendary Jedi Master, Obi-Wan Kenobi was a nobleman and gifted in the ways of the Force. He trained Anakin Skywalker, served as a general in the Republic Army during the Clone Wars, and guided Luke Skywalker as a mentor.
Process Maturity Assessments: What It Really Takes to Establish and Manage Highly Effective ITSM Processes
During these 3-hour process maturity assessment workshops, a highly experienced Pink consultant will take you through the workshop agenda noted below.
Executive VIP and Platinum Passholders may choose from two of the process-specific workshops listed below. To maximize participation all workshops are presented twice – on Sunday morning and Sunday afternoon.
These are invaluable workshops for IT practitioners and leaders to understand the maturity level of a specific process and to learn what it takes to manage each one to at least a “defined” level of maturity.
Incident Management – Process Maturity Workshop
George Spalding, VP & Executive Consultant, Pink Elephant
Problem Management – Process Maturity Workshop
Graham Furnis, IT Management Consultant, Pink Elephant
Change Management – Process Maturity Workshop
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
Service Level Management – Process Maturity Workshop
Charlie Miles, Principal IT Management Consultant, Pink Elephant.
Business Relationship Management – Process Maturity Workshop
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Pre-Conference Sunday Workshops – For Executive VIP Passholders
Dedicated to Padmé Amidala, Luke and Leia’s mom. She was a courageous, hopeful leader, serving as Queen and then Senator of Naboo – and was also handy with a blaster! Even if she died heartbroken and miserable, Padmé Amidala lived a remarkable life, and she proved why the people of Naboo chose her as their leader. As a teenage girl, she ruled an entire planet with a firm but fair hand, and the people looked up to her.
These two sessions are exclusively for Executive VIP Passholders. Choose from the two workshops below. Each will be repeated: you can choose to attend one on Sunday morning and another on Sunday afternoon. Executive VIP Passholders may also choose from the workshops above.
The Leadership Journey
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Establishing and Leading High-Performing Service Teams
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Pink24 – Conference Host
Wayne Cotter
Pink24 Host, Comedian, Entertainer
Early Riser Sessions
Dedicated to Ewoks. Loved for their curiosity and courage. They are small in size but very hard-working and they prove that what really counts is what’s on the inside! Pink’s own 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.
Product Demo – How AIOps Can Reduce Incidents and Outages
Nikhil Palanki, Senior Product Manager, Accrete
What It Really Takes to Establish and Manage a Highly Effective Problem Management Process
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
Organizational Change Management’s Silver Bullet: Active and Visible Leadership
Charlie Miles, Principal IT Management Consultant, Pink Elephant
Integrated IT Business Management™ – The Model and Key Concepts
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Using the 20/20 Model to Lead Successful Organizational Change
Robin Hysick, Senior IT Management Consultant, Pink Elephant
Platinum Pass Early Riser: Ask the IT Service Management Expert
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Lean Thinking: Why It’s a Must-Have for IT Leaders
George Spalding, VP & Executive Consultant, Pink Elephant
What It Really Takes to Establish and Manage a Highly Effective Change Management Process
Graham Furnis, IT Management Consultant, Pink Elephant
Keynote Featured Speakers
Dedicated to Princess Leia – expert combatant; expert markswomen; expert pilot; expert lightsaber dualist; genius-level intellect; master tactician and leader.
Chris Hadfield
Astronaut & Former Commander of the International Space Station
The Passing Zone
Jugglers Extraordinaire
Vernice “FlyGirl” Armour
America’s First Black Female Combat Pilot, Author, Business Consultant
Track 1: IT Leadership
Dedicated to Yoda, Master Jedi. Leading with skill, authenticity and calm, Yoda was a legendary Jedi Master and stronger than most in his connection with the Force. Small in size but wise and powerful, he trained Jedi for over 800 years, playing integral roles in the Clone Wars, the instruction of Luke Skywalker, and unlocking the path to immortality.
IT Business Leader
Charlie Miles, Principal IT Management Consultant, Pink Elephant
Integrated and Strategic-Driven Metrics and Dashboards
Elaine Lauritzen, Managing Director, HR and ID Center, Office of IT, Brigham Young University
Making Work Better
Rob England, Managing Director, Teal Unicorn and
Dr. Cherry Vu, CEO, Teal Unicorn
Let the Force Be within You: Organizational Change Starts with Me
Robin Hysick, Senior IT Management Consultant, Pink Elephant
Better OUTCOMES – They all start, and end,
WITH YOU
!
Steve Wrenn, Executive Advisor and former CIO
The Leadership Challenges of the Rebel Alliance
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Understanding and Applying the IT/Business Model as an Organizational System – Part 1 & 2
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Lessons in Leadership from Star Wars
Joseph Hayes, Sr. VP & COO, Marsh McLennan Agency
Leadership Lessons from the Mandalorian – This Is the Way!
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
The Key Role of The IT Business Relationship Manager
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
The Importance of Influential Leadership
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Collective Genius: The Art and Practice of Leading Innovation
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Exclusive Executive VIP Passholder – Power Lunch
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Track 2: Organizational Change Management
Dedicated to Finn, who pulled off the impossible change: he quit life as a Stormtrooper. Empathetic, protective, and brave, Finn has all the training of a stormtrooper, along with a big heart and a sense of right and wrong. Finn never expected to be a part of anything big, but he’s prepared to step up to the challenge of a larger calling.
The Power of Storytelling – Why It’s A Necessary Leadership Skill
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Communicate to the Power of 10!
Robin Hysick, Senior IT Management Consultant, Pink Elephant
Service Governance and Cultural ITSM Adoption
Banden Tracy, Director, Project Management, NRTC
IT Service Management – It Isn’t Always a Smooth Journey
Kris Dalmolin, CIO, City of Peoria
Gamification to Achieve Operational Maturity within an ITSM Culture
Kristin Bryce, Process Improvement Analyst, El Paso County, Colorado
Organizational Change Management’s Silver Bullet: Active and Visible Leadership
Charlie Miles, Principal IT Management Consultant, Pink Elephant
Understanding the Emotional Side of Organizational Change Management – Part 1 & 2
Charlie Miles, Principal IT Management Consultant, Pink Elephant
Using the 20/20 Model to Lead Successful Organizational Change
Robin Hysick, Senior IT Management Consultant, Pink Elephant
Do or Do Not, There Is No Try – Organizational Change Management Is Key to Project Success
Elaine Lauritzen, Managing Director, HR and ID Center, Office of IT, Brigham Young University
Track 3: Lean, Agile, DevOps
Dedicated to Han Solo, captain of the Millennium Falcon. Han Solo went from scoundrel to hero in record time. He is a superior pilot and can use many skills and ingenuity to navigate his ship across the galaxy. A jack of many trades and with a no-nonsense “let’s just get it done” style, Han comes through for the team in any situation.
The Lean IT Leader
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
15 Essential Practices for DevOps Success – Part 1 & 2
George Spalding, VP & Executive Consultant, Pink Elephant
Just Enough Process
Donna Knapp, Curriculum Development Manager, ITSM Academy
How to Accelerate Speed and Business Value Using Agile Scrum
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Lean Principles for Service Management
Tony North, Senior Manager of IT, King County, WA and HDI Executive Board Leader
The DevOps Engineer
George Spalding, VP & Executive Consultant, Pink Elephant
A Leader’s Guide to Value Stream Mapping
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
Working Naked
Dr. Cherry Vu, CEO, Teal Unicorn and
Rob England, Managing Director, Teal Unicorn
Lean’s DMAIC Model for Continual Improvement
Graham Furnis, IT Management Consultant, Pink Elephant
Track 4: Integrated IT Service Management
Dedicated to Luke Skywalker. Luke was once young, inexperienced, and a bit impatient, but when push came to shove, he's got the moxie and bravery to fight the largest military force in the galaxy: The Evil Empire. Luke Skywalker eventually became a living legend and was remembered as one of the greatest Jedi masters in galactic history.
SCR Spruce Goose, Star Wars Death Star, or an Answer to World Peace?
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
From Rough to Refined – How the Double-Diamond Model Can Enhance IT Service Management Processes
Katrina MacDermid, Creator: Humanising IT™
Response Taiji: Rethinking Service Support for a Volatile World
Rob England, Managing Director, Teal Unicorn
From Chaos to a (mostly) Well-Oiled Machine: Transforming Major Incident Management through
Resilience Engineering
Katie Metzroth, Senior Manager Infrastructure Service, Texas Mutual Insurance Company
The Changing Role of Service Management Governance
Jeffrey Tefertiller, CIO Advisor, Executive ITSM Consultant, Program Leader, Founder, Service
Management Leadership
10 Major Lessons Learned about Leading and Implementing ITSM
Gary Case, Senior Manager, Vintun LLC
Blasting Incidents Using the Force of Change Management – Part 1 & 2
Mark Freed, IT Enterprise Services Manager, Office of Information Services, State of Oregon
The Problem with Problem: The Struggles of Getting Buy-In for Problem Management
Daniel Pop, Sr. Manager, IT Service Strategy & Governance, WestRock
“Do, or Do Not” – Why We Must Go All-in on Our CMDB Journey
West Richter Jr., Director, Global IT Service Delivery, Moog, Inc.
Critical Success Factors for Integrated Incident Management
Mike Vikdal, Author, President – Auslyn Group
Integrated IT Business Management™ – the Model and Key Concepts
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Improving Team Performance through the ‘Integrated IT Business Management™ Designation Scheme’
Felipe Villegas, Managing Director, Professional Designations Corp.
Track 5: Digital Value Management
This track is sponsored by DVMS, the Digital Value Management Institute, and is dedicated to Han Solo’s spacecraft, the Millennium Falcon, which is one of the fastest vessels in the galaxy – and the one that played a critical role in some of the greatest victories of the Rebel Alliance and the New Republic.
Creating a Culture of Digital Value Management
Dave Nichols, Founding Member and Executive Director, DVMS Institute
David Moskowitz, Co-founder and Executive Director for Content Architecture, DVMS Institute
Creating a Culture of Digital Value Management
David Moskowitz, Co-founder and Executive Director for Content Architecture, DVMS Institute
Dave Nichols, Founding Member and Executive Director, DVMS Institute
Leadership, Accountability, and Culture
Patti Blackstaffe, CEO and Transformation Specialist – GlobalSway
Sustainable Digital Value Management Design
Amy McLaughlin, Executive Director, Technical and Solutions, Oregon State University
Rethinking Governance in the Age of Digital Value
Patti Blackstaffe, CEO and Transformation Specialist – GlobalSway
Change Management in a Digital Value Enterprise
Greg Sanker, Principal Advisory Director, Info-Tech Research Group
Track 6: Tools & Technology
Dedicated to R2-D2. A resourceful astromech droid, R2-D2 served Padmé Amidala, Anakin Skywalker, and Luke Skywalker in turn, showing great bravery in rescuing his masters and their friends from many perils.
ITSM Wars: A New Hope for IT Service Management in the Digital Workplace
Marc Lambiotte, Senior Director of IT Cross-Functional Services, American Red Cross
ITAM 2.0 – The Foundation for Efficient IT Management
Roel Decneut, Chief Strategy Officer, Lansweeper
Secure by Design and Default – Building a Better Future
Jason Kikta, CISO, Automox
AI and Service Management – the Changing Landscape of IT Services
Gaurav Shekhar, Professor, The University of Texas at Dallas
PinkVERIFY® Tool Assessment – 2023 Update
Charlie Miles, Principal IT Management Consultant, Pink Elephant.
Product Demo – Harnessing the Power of ITSM Tools for Enterprise Collaboration
Tom Monaghan, Sales Manager, HaloITSM
Drift Transparency – How It Will Help You Sleep at Night!
Stephen Earl, Product Manager, Cloudhouse Technologies
Track 7: New & Emerging Trends
Dedicated to C-3PO, who was built by Anakin Skywalker (Luke’s father) from spare parts. C-3PO was fluent in over six million forms of communication and developed a fussy and worry-prone personality throughout his many decades of operation. Along with his counterpart, R2-D2, C-3PO constantly found himself directly involved in pivotal moments of galactica history and aided in saving the galaxy on many occasions.
Making a New Product in a Day
Rob England, Managing Director, Teal Unicorn and
Dr. Cherry Vu, CEO, Teal Unicorn
Open IT: What Got You Here Won’t Get You There
Dr. Cherry Vu, CEO, Teal Unicorn and
Rob England, Managing Director, Teal Unicorn
Is DevOps Dead? Panel Discussion
Facilitated by David Ratcliffe, President, Pink Elephant
The Need for Experience Management in Service Management
Jeffrey Tefertiller, CIO Advisor, Executive ITSM Consultant, Program Leader, Founder, Service
Management Leadership
Data Science, AI and IT Process Management
Ernesto Mijangos, Professional Service Director, Pink Elephant México and Latin America
Top 10 Emerging IT Trends and Considerations for ITSM
Troy DuMoulin, Vice President, Research & Development, Pink Elephant
and David Ratcliffe, President, Pink Elephant
An Introduction to Experience Management (XM) and Experience Level Agreements (XLAs)
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Track 8: Half-Day Workshops
Dedicated to the Jedi Council, a governing body that provides guidance, leadership, and oversight to the Jedi Order. Its primary purpose is to oversee the training and activities of Jedi Knights and Padawans
The 9 Essential Building Blocks for Successful ITSM Process Management
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
How To Implement Problem, Change, and Release Management In the Real World
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
What IT Leaders and Managers Need To Know about “Integrated” IT Business Management
Robin Hysick, Senior IT Management Consultant, Pink Elephant
Using the 20/20 Model to Lead Successful Organizational Change
Charlie Miles, Principal IT Management Consultant, Pink Elephant.