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.

Card image
The Service Catalog as the Central Pillar of an IT Service Organization
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Service Catalog
Card image
What It Really Takes to Establish and Manage a Highly Effective Problem Management Process
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
ITSM
Card image
Ask the IT Service Management Expert
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
ITSM
Card image
Data Science, AI and IT Process Management
Ernesto Mijangos, Professional Service Director, Pink Elephant México and Latin America
AI l ITSM

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.

Card image
Incident Management – Process Maturity Workshop
George Spalding, VP & Executive Consultant, Pink Elephant
Incident Management l ITSM
Card image
Problem Management – Process Maturity Workshop
Graham Furnis, IT Management Consultant, Pink Elephant
ITSM l Problem Management
Card image
Change Management – Process Maturity Workshop
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
Change Management l ITSM
Card image
Service Level Management – Process Maturity Workshop
Charlie Miles, Principal IT Management Consultant, Pink Elephant.
ITSM l Service Level Management
Card image
Business Relationship Management – Process Maturity Workshop
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Business Relationship Management l ITSM

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.

Card image
The Leadership Journey
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Leadership
Card image
Establishing and Leading High-Performing Service Teams
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Agile l Leadership l Lean

Pink24 – Conference Host

Wayne Cotter – Pink 24 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.

Card image
What It Really Takes to Establish and Manage a Highly Effective Problem Management Process
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
ITSM
Card image
Organizational Change Management’s Silver Bullet: Active and Visible Leadership
Charlie Miles, Principal IT Management Consultant, Pink Elephant
Organizational Change Management
Card image
Integrated IT Business Management™ – The Model and Key Concepts
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
ITSM
Card image
Using the 20/20 Model to Lead Successful Organizational Change
Robin Hysick, Senior IT Management Consultant, Pink Elephant
Organizational Change Management
Card image
Platinum Pass Early Riser: Ask the IT Service Management Expert
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
ITSM
Card image
Lean Thinking: Why It’s a Must-Have for IT Leaders
George Spalding, VP & Executive Consultant, Pink Elephant
Lean IT
Card image
What It Really Takes to Establish and Manage a Highly Effective Change Management Process
Graham Furnis, IT Management Consultant, Pink Elephant
Change Management

Keynote Featured Speakers

Dedicated to Princess Leia – expert combatant; expert markswomen; expert pilot; expert lightsaber dualist; genius-level intellect; master tactician and leader.

Card image
Chris Hadfield
Astronaut & Former Commander of the International Space Station
Card image
The Passing Zone
Jugglers Extraordinaire
Card image
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.

Card image
IT Business Leader
Charlie Miles, Principal IT Management Consultant, Pink Elephant
Business l Leadership
Card image
Integrated and Strategic-Driven Metrics and Dashboards
Elaine Lauritzen, Managing Director, HR and ID Center, Office of IT, Brigham Young University
Business Management | Leadership
Card image
Making Work Better
Rob England, Managing Director, Teal Unicorn and Dr. Cherry Vu, CEO, Teal Unicorn
Leadership
Card image
Let the Force Be within You: Organizational Change Starts with Me
Robin Hysick, Senior IT Management Consultant, Pink Elephant
ITSM l Leadership l Organizational Change Management
Card image
Better OUTCOMES – They all start, and end, WITH YOU !
Steve Wrenn, Executive Advisor and former CIO
Leadership
Card image
The Leadership Challenges of the Rebel Alliance
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Leadership
Card image
Understanding and Applying the IT/Business Model as an Organizational System – Part 1 & 2
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Leadership
Card image
Lessons in Leadership from Star Wars
Joseph Hayes, Sr. VP & COO, Marsh McLennan Agency
Leadership
Card image
Leadership Lessons from the Mandalorian – This Is the Way!
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Leadership
Card image
The Key Role of The IT Business Relationship Manager
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Business Relationship Management
Card image
The Importance of Influential Leadership
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Leadership
Card image
Collective Genius: The Art and Practice of Leading Innovation
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Leadership
Card image
Exclusive Executive VIP Passholder – Power Lunch
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Leadership

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.

Card image
The Power of Storytelling – Why It’s A Necessary Leadership Skill
Jack Probst, Ed.D., Principal IT Management Consultant, Pink Elephant
Leadership
Card image
Communicate to the Power of 10!
Robin Hysick, Senior IT Management Consultant, Pink Elephant
Organizational Change Management
Card image
Service Governance and Cultural ITSM Adoption
Banden Tracy, Director, Project Management, NRTC
Culture l Governance l ITSM
Card image
IT Service Management – It Isn’t Always a Smooth Journey
Kris Dalmolin, CIO, City of Peoria
ITSM
Card image
Gamification to Achieve Operational Maturity within an ITSM Culture
Kristin Bryce, Process Improvement Analyst, El Paso County, Colorado
Culture l ITSM
Card image
Organizational Change Management’s Silver Bullet: Active and Visible Leadership
Charlie Miles, Principal IT Management Consultant, Pink Elephant
Organizational Change Management
Card image
Understanding the Emotional Side of Organizational Change Management – Part 1 & 2
Charlie Miles, Principal IT Management Consultant, Pink Elephant
Organizational Change Management
Card image
Using the 20/20 Model to Lead Successful Organizational Change
Robin Hysick, Senior IT Management Consultant, Pink Elephant
Organizational Change Management
Card image
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
Organizational Change Management

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.

Card image
The Lean IT Leader
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Leadership
Card image
15 Essential Practices for DevOps Success – Part 1 & 2
George Spalding, VP & Executive Consultant, Pink Elephant
DevOps
Card image
Just Enough Process
Donna Knapp, Curriculum Development Manager, ITSM Academy
Agile l ITSM l Lean
Card image
How to Accelerate Speed and Business Value Using Agile Scrum
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Agile
Card image
Lean Principles for Service Management
Tony North, Senior Manager of IT, King County, WA and HDI Executive Board Leader
Lean
Card image
The DevOps Engineer
George Spalding, VP & Executive Consultant, Pink Elephant
DevOps
Card image
A Leader’s Guide to Value Stream Mapping
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
ITSM l Lean
Card image
Working Naked
Dr. Cherry Vu, CEO, Teal Unicorn and
Rob England, Managing Director, Teal Unicorn
Lean IT l Leadership
Card image
Lean’s DMAIC Model for Continual Improvement
Graham Furnis, IT Management Consultant, Pink Elephant
ITSM

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.

Card image
SCR Spruce Goose, Star Wars Death Star, or an Answer to World Peace?
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Automation l CMDB l ITSM
Card image
From Rough to Refined – How the Double-Diamond Model Can Enhance IT Service Management Processes
Katrina MacDermid, Creator: Humanising IT™
ITSM
Card image
Response Taiji: Rethinking Service Support for a Volatile World
Rob England, Managing Director, Teal Unicorn
Case Management | Incident Management | Service Desk
Card image
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
Incident Management
Card image
The Changing Role of Service Management Governance
Jeffrey Tefertiller, CIO Advisor, Executive ITSM Consultant, Program Leader, Founder, Service Management Leadership
Governance l ITSM
Card image
10 Major Lessons Learned about Leading and Implementing ITSM
Gary Case, Senior Manager, Vintun LLC
ITSM
Card image
Blasting Incidents Using the Force of Change Management – Part 1 & 2
Mark Freed, IT Enterprise Services Manager, Office of Information Services, State of Oregon
ITSM | Organizational Change Management
Card image
The Problem with Problem: The Struggles of Getting Buy-In for Problem Management
Daniel Pop, Sr. Manager, IT Service Strategy & Governance, WestRock
ITSM l Problem Management
Card image
“Do, or Do Not” – Why We Must Go All-in on Our CMDB Journey
West Richter Jr., Director, Global IT Service Delivery, Moog, Inc.
Agile l CMDB l Configuration Management
Card image
Critical Success Factors for Integrated Incident Management
Mike Vikdal, Author, President – Auslyn Group
Change Management l ITSM
Card image
Integrated IT Business Management™ – the Model and Key Concepts
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
ITSM
Card image
Improving Team Performance through the ‘Integrated IT Business Management™ Designation Scheme’
Felipe Villegas, Managing Director, Professional Designations Corp.
ITSM

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.

Card image
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

Culture l Digital Value Management
Card image
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

Culture l Digital Value Management
Card image
Leadership, Accountability, and Culture
Patti Blackstaffe, CEO and Transformation Specialist – GlobalSway
Adaptability l Culture l Digital Value Management l Leadership
Card image
Sustainable Digital Value Management Design
Amy McLaughlin, Executive Director, Technical and Solutions, Oregon State University
Digital Value Management
Card image
Rethinking Governance in the Age of Digital Value
Patti Blackstaffe, CEO and Transformation Specialist – GlobalSway
Governance l Risk Management l Strategic Management
Card image
Change Management in a Digital Value Enterprise
Greg Sanker, Principal Advisory Director, Info-Tech Research Group
Change Management

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.

Card image
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
ITSM
Card image
ITAM 2.0 – The Foundation for Efficient IT Management
Roel Decneut, Chief Strategy Officer, Lansweeper
ITAM l IT Management
Card image
Secure by Design and Default – Building a Better Future
Jason Kikta, CISO, Automox
Security
Card image
AI and Service Management – the Changing Landscape of IT Services
Gaurav Shekhar, Professor, The University of Texas at Dallas
AI l ITSM
Card image
Product Demo – How AIOps Can Reduce Incidents and Outages
Nikhil Palanki, Senior Product Manager, Accrete
AI l ITSM
Card image
PinkVERIFY® Tool Assessment – 2023 Update
Charlie Miles, Principal IT Management Consultant, Pink Elephant.
ITSM
Card image
Product Demo – Harnessing the Power of ITSM Tools for Enterprise Collaboration
Tom Monaghan, Sales Manager, HaloITSM
ITSM
Card image
Drift Transparency – How It Will Help You Sleep at Night!
Stephen Earl, Product Manager, Cloudhouse Technologies
Change Management

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.

Card image
Making a New Product in a Day
Rob England, Managing Director, Teal Unicorn and
Dr. Cherry Vu, CEO, Teal Unicorn

Lean l Project Management
Card image
Open IT: What Got You Here Won’t Get You There
Dr. Cherry Vu, CEO, Teal Unicorn and
Rob England, Managing Director, Teal Unicorn
Culture l ITSM l Leadership
Card image
Is DevOps Dead? Panel Discussion
Facilitated by David Ratcliffe, President, Pink Elephant
DevOps
Card image
The Need for Experience Management in Service Management
Jeffrey Tefertiller, CIO Advisor, Executive ITSM Consultant, Program Leader, Founder, Service Management Leadership
Experience Management l ITSM
Card image
Data Science, AI and IT Process Management
Ernesto Mijangos, Professional Service Director, Pink Elephant México and Latin America
AI l ITSM
Card image
Top 10 Emerging IT Trends and Considerations for ITSM
Troy DuMoulin, Vice President, Research & Development, Pink Elephant
and David Ratcliffe, President, Pink Elephant
ITSM l Technology
Card image
An Introduction to Experience Management (XM) and Experience Level Agreements (XLAs)
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
Customer Experience l Employee Experience l Experience Level Agreements l Experience Management l Partner Experience

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

Card image
The 9 Essential Building Blocks for Successful ITSM Process Management
Matthew Bowles, Principal IT Management Consultant, Pink Elephant
ITSM
Card image
How To Implement Problem, Change, and Release Management In the Real World
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
Change Management l Problem Management l Release Management
Card image
What IT Leaders and Managers Need To Know about “Integrated” IT Business Management
Robin Hysick, Senior IT Management Consultant, Pink Elephant
IT Business Management
Card image
Using the 20/20 Model to Lead Successful Organizational Change
Charlie Miles, Principal IT Management Consultant, Pink Elephant.
Organizational Change Management
Card image
Enabling Integrated IT Service Management™ with DevOps, Agile & Lean
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
Agile l DevOps l Lean