PinkASIA19

11th Annual IT Best Practice Conference & Exhibition

PinkASIA19

IT Service Management In The Digital Age

19-20 August 2019, Ritz-Carlton, Kuala Lumpur

Schedule-At-A-Glance


19

Aug

Day 1 – Monday

Registration & Customer Service Desk Open
  • 8:00 AM - 5:00 PM
Breakfast
  • 8:15 AM - 9:00 AM
Opening Remarks
  • 9:00 AM - 9:10 AM
Opening Keynote:
Dato’ Ng Wan Peng, COO of Malaysia Digital Economy Corporation (MDEC)
Leadership & Change in Driving the Digital Economy
Leadership | Business & IT | Digital Economy | Big Data
  • 9:10 AM - 10:00 AM
Dato’ Ng Wan Peng – COO of Malaysia Digital Economy Corporation (MDEC) – PinkASIA19
Dato’ Ng Wan Peng

COO of Malaysia Digital Economy Corporation (MDEC)

Changes in the digital economy within the business world are taking place at an accelerated pace. Business owners and management must make bold decisions and take impactful steps to reap the benefits of digital transformation and innovation. Businesses must remain competitive in order to stay ahead of these advances in technology.

During this session, Dato’ Ng Wan Peng will talk about how Malaysian Digital Economy Corporation is getting ahead of the game when it comes to digital transformation. She will discuss and advise on what businesses should be doing to prepare for the changes in digital transformation and innovation and what Malaysian Digital Economic Corporation is doing to help.

Refreshment Break
  • 10:00 AM - 10:20 AM
Breakout Sessions
  • 10:20 AM - 11:20 AM
Comfort Break
  • 11:20 AM - 11:30 AM
Breakout Sessions
  • 11:30 AM - 12:30 PM
  • ITIL 4 – Beyond the Foundation Level

    Graham Furnis, Management Consultant, Pink Elephant
    Business & IT | ITIL 4 | Service Value | Processes/Practices
    Graham Furnis – Pink Elephant – PinkASIA19
    Graham Furnis

    Management Consultant, Pink Elephant

    Graham provides an update of, and reviews ITIL 4’s intermediate level, which is currently under development and slated to be introduced in late 2019/early 2020. The intermediate level includes books, courses, and an online portal.

    This very informative session includes: an overview of ITIL 4’s The Managing Professional series of books and courses, of which there are four: Create, Support & Deliver; Drive Stakeholder Value; High Velocity IT; and Direct, Plan & Improve. Specifically, Graham will highlight the intent and purpose, as well as the business value of each topic, and provide a comparison to ITIL v3 and other frameworks.

  • Linking Innovations to Business Objectives

    David Ratcliffe, President, Pink Elephant
    Leadership | Business & IT | Digital Economy | ITIL 4 | Service Value | Strategy
    David Ratcliffe – Pink Elephant – PinkASIA19
    David Ratcliffe

    President, Pink Elephant

    New technology can provide organisations with either a valuable evolutionary improvement or a revolutionary new business opportunity. As new technologies and new social trends continue to emerge, organisations need to be ready to seise opportunities to understand and control risks and opportunities to more efficiently achieve their business objectives. But, you can’t dictate innovation. It needs the right environment in which to flourish.

    What are your organisation’s business objectives? Unfortunately, many IT professionals don’t know the answer. For IT to contribute to a successful new products development process, your team needs to know this crucial information. Join David as he explores key competencies necessary for leaders to create a culture of information and knowledge sharing that enables risks to become apparent so they can be mitigated and also allows for opportunities to be discussed and exploited.

    The sessions concludes with a summary list of the recommended steps you can take to encourage and empower your team to innovate while maintaining focus on business objectives.

  • The Impact of Digital Transformation – Is Your Organisation Prepared?

    Kurt Bergmans, Head of Global IT Service Operations, BP
    Leadership | Business & IT | Digital Economy | Culture | Big Data
    Kurt Bergmans – BP – PinkASIA19
    Kurt Bergmans

    Head of Global IT Service Operations, BP

    The 4th Industrial Revolution is being driven by technological advancements and new digital business models that change the way we engage with our clients and employees. These changes happen at a pace that has never been seen before and will have a big impact on the workforce of tomorrow. Due to digital disruption, most jobs of today will be transformed or replaced in the coming years. How can organisations and employees alike be prepared for this uncertain future?

    During this session, Kurt will discuss the impact of digital transformation on BP and how they are preparing for the future. He will also discuss the technical and soft skills that employees will be required to have in this age of continuous change. Using his personal experiences, he will share what is required from an organisation and its leadership to embrace digital transformation and what you should do to stay relevant in an unpredictable future.

Lunch
  • 12:30 PM - 1:30 PM
Breakout Sessions
  • 1:30 PM - 2:30 PM
  • The DevOps Health Check

    Graham Furnis, Management Consultant, Pink Elephant
    Automation | DevOps | Culture | Processes/Practices
    Graham Furnis – Pink Elephant – PinkASIA19
    Graham Furnis

    Management Consultant, Pink Elephant

    Graham will take you through many key questions that you can use to rate the maturity of your organisation’s DevOps practices. This is a very hands-on presentation that is taken from Pink Elephant’s award-winning DevOps Essentials certification course. Graham starts with an overview of the concepts of “process maturity” – must-have knowledge for all IT managers. He will then walk you through each question as you rate yourself on the maturity level of several key cultural, practice/process and tool related areas. Not only will you walk away with an understanding of the health of your organisation’s DevOps discipline, but you’ll also have the start of a real and meaningful action plan for improvement!

Refreshment Break
  • 2:30 PM - 2:50 PM
Breakout Sessions
  • 2:50 PM - 3:50 PM
  • The New Seven Guiding Principles of ITIL

    Jennifer Wels, Management Consultant, Pink Elephant
    ITIL 4 | DevOps | Agile | Lean
    Jennifer Wels – Pink Elephant – PinkASIA19
    Jennifer Wels

    Management Consultant, Pink Elephant

    According to ITIL 4, a guiding principle is a recommendation that guides an organisation in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. Taken from Pink’s ITIL 4 Foundation certification course, Jennifer’s presentation will focus on the seven guiding principles that embody the core messages of service management from a leader’s perspective, supporting successful actions and good decisions.

    The seven guiding principles are: focus on value; start where you are; progress iteratively with feedback; collaborate and promote visibility; think and work holistically; keep it simple and practical; optimise and automate.

    Jennifer’s session includes real-world examples for each principle taken from her consultant’s case book and her many years assisting organisations with successful ITSM implementations.

    Jennifer explains that ITIL 4’s new guiding principles encourage and support organisations in continual improvement at all levels. These principles are also reflected in many other models such as Lean, Agile, DevOps, and Organisational Change Management. This allows organisations to effectively integrate the use of multiple methods into an overall approach to service management.

  • DevOps – Increasing Flow Through Servant Leadership

    Herley Abdul Hamid, Agile Coach, BP
    Leadership | DevOps | Culture
    Herley Abdul Hamid – BP – PinkASIA19
    Herley Abdul Hamid

    Agile Coach, BP

    While technology is making it possible to automate many aspects of IT service delivery, the real value of flow is in the decision making – and, the key to this is autonomous and self-organised teams. A self-organised team is not formed overnight, but one that matures through transformation. Interestingly, the real challenge to transformation is not with the team; however, it is with the leadership when command and control/top-down leadership remains the mainstream culture in the organisation.

    Servant leadership is the answer; but, how does this happen in reality? During this session, Herley Abdul Hamid will share his real-life experience in large multinationals on how inspirational leadership that builds trust, respect and courage help in building self-organised teams – ones that increase the flow in support of transformation to DevOps.

Comfort Break
  • 3:50 PM - 4:00 PM
Keynote:
David Ratcliffe, President, Pink Elephant
How the Digital Age Affects IT Service Management
Leadership | Business & IT | Digital Economy | Big Data
  • 4:00 PM - 5:00 PM
David Ratcliffe  – Pink Elephant – PinkASIA19
David Ratcliffe

President, Pink Elephant

Did you know that we’ve been in the “Digital Age” for quite some time? Almost 50 years, to be exact! But what has been happening recently is that the sheer amount of data we’re able to collect and process (Big Data) is creating problems, not just opportunities. In this session, you’ll hear David’s thoughts on the dangers of too much data and how it affects our abilities to function productively. He will give advice for how to remain focused on key priorities and objectives in IT Service Management, and not to be negatively distracted by the noise of information overload.

End Of Day 1
  • 5:00 PM

20

Aug

Day 2 – Tuesday

Registration & Customer Service Desk Open
  • 8:00 AM - 5:00 PM
Breakfast
  • 8:15 AM - 9:00 AM
Keynote:
Irene Chong Suan Lian, Global Operations Manager for the Digital Workplace, FrieslandCampina
A Survival Guide to a Successful Managed Services Delivery
Business & IT | Strategy | Processes/Practices
  • 9:00 AM - 10:00 AM
Irene Chong Suan Lian  – FrieslandCampina – PinkASIA19
Irene Chong Suan Lian

Global Operations Manager for the Digital Workplace, FrieslandCampina

Managed services is a key strategic enabler for organisations to transform their business as well as serve as a source of technology innovation. In recent years, the fluid changes in digital and cloud technology have added complexity and stress to the internal service delivery organisation to provide effective governance while ensuring high levels of customer experience. During this session, Irene will share her practitioner’s view based on 12+ years of global service delivery experience in managing complex and dynamic multi-vendor environments in a top Fortune 500 oil and gas company as well as a leading global dairy producer. She will discuss, using her personal experiences, examples of the common pitfalls to avoid and how to effectively navigate the managed services minefield to deliver better performance and relationship outcomes.

Irene will also discuss the following: · The Change Curve – the impact of change on people and organisations, dealing with transition and transformation – it will get worse before it gets better · The importance of knowing the maturity level of the internal organisation – are we set up for success? · How to set realistic stakeholder expectations and achieve effective business engagements – catching up with perception on the service versus reality/constraints of the contract

Refreshment Break
  • 10:00 AM - 10:20 AM
Breakout Sessions
  • 10:20 AM - 11:20 AM
  • Prepare Now for an AI-Assisted ITSM Strategy

    Jennifer Wels, Management Consultant, Pink Elephant
    ITIL 4 | AI | Processess/Practices | Communications
    Jennifer Wels – Pink Elephant – PinkASIA19
    Jennifer Wels

    Management Consultant, Pink Elephant

    Don’t be left behind. The artificial intelligence (AI) train is picking up speed and your organisation needs to be ready to jump on board. In the not-too-distant future, artificial intelligence will be used to make our lives easier – both professionally and at home. Some industries are already embracing and anticipating the competitive advantages of AI while other industries that don’t keep pace could be at a distinct competitive disadvantage or even be in danger of becoming extinct. Will artificial intelligence totally disrupt IT service management? Jennifer believes no industry or service provider can afford to ignore AI’s potential impact on business as usual – especially ITSM. She recommends organisations take the time necessary to develop an AI-assisted IT service management strategy and is confident that being proactive will enable IT divisions to retain their status as valuable business partners.

    Join Jennifer as she discusses seven artificial intelligence traits that can be applied to IT service management, including:

    • AI-assisted Diagnostics
    • AI-assisted CSI
    • AI-assisted 'what if' analysis
    • AI-assisted agility
    • AI-assisted communication
    • AI-assisted voice and image ITSM
    • AI-assisted ITSM robotics

  • Technical Writing in the Digital Age

    Katherine Teh, Independent
    Processes/Practices | Communications
    Katherine Teh – Independent – PinkASIA19
    Katherine Teh

    Independent

    Communication is a vital skill for social creatures. From the Stone Age until now and for sure into the future, there are three basic types of communication we need to master: · Verbal Communication · Visual Communication · Written Communication

    This session focuses primarily on written communication, which has been especially important throughout history. It is how knowledge and experience are recorded, kept, and referenced. Today, in the digital world of technology, there is still a compelling need for good written communications. In particular, technical writing describes ideas, views, and instructions in a logical and understandable manner. It must be structured, precise, relevant, and without redundancy - especially when dealing with complex-matter information. The written document should be easy to read and understandable to the reader. And let’s not forget, technical writing is not only about writing, but also about diagrams and charts. Every organisation will have its own ways of documenting information; however, there are common terms and standards used in the IT industry.

    In this session, Katherine will share with us the standards we need to keep in mind for how our outputs will be valued as well as productive. Throughout the session, she will highlight essential dos and don’ts for good technical writing in the digital age. If you need to improve the quality of your organisation’s documentation – this session is a “must attend”!

  • The Lean DMAIC Roadmap

    Graham Furnis, Management Consultant, Pink Elephant
    Lean | Processes/Practices
    Graham Furnis – Pink Elephant – PinkASIA19
    Graham Furnis

    Management Consultant, Pink Elephant

    Taken from Pink's Lean IT certification courses, Graham presents an overview of one of Lean's core teachings – the DMAIC model. Service organisations, including IT, are embracing Lean practices by the tens of thousands! Lean is all about continuous improvement, which includes designing and managing efficient processes to eliminate waste and bottlenecks. DMAIC is an acronym that represents 5 components: Define, Measure, Analyse, Improve and Control. It’s used by Lean Six Sigma organisations as a roadmap for problem solving and process improvement. Graham provides an overview of Lean and the DMAIC model’s 5 components profiling best practices for IT Service Management.

Comfort Break
  • 11:20 AM - 11:30 AM
Breakout Sessions
  • 11:30 AM - 12:30 PM
  • The Re-Energised IT Leader!

    David Ratcliffe, President, Pink Elephant
    Leadership | Business & IT | Project Mgmt.
    David Ratcliffe – Pink Elephant – PinkASIA19
    David Ratcliffe

    President, Pink Elephant

    You’ve read ALL the books on leadership. You’ve been to conferences and heard the so-called experts tell you how to be a better leader. You think you know what you need to do, but you still haven’t quite gotten there yet. Why have you not become the world’s greatest IT leader? Is it because leading a team in IT is not as simple as it might seem? Is it because of the extra pressure and stress?

    In this session, David will remind us of the core responsibilities of today’s IT leader, and then explain HOW to make sure our teams deliver in supporting the business by completing projects on time, within scope, and on budget. Yes, there’s stress to discuss, and it’s worth acknowledging the things that are “special” about IT; but, David will make sure you stay focused on the leadership skills that prepare you to be able to cope in today’s fast paced IT Service Management environment. He will cover topics such as:

    • The challenge of meeting increased demands with reduced resourses.
    • Thinking innovatively to create new solutions to old problems.
    • Identifying strengths and weaknesses in you and your teams.
    • Laser focusing on the right things at the right time!

    At the end of this session, David promises you will be much better prepared to be able to lead your team effectively and productively.

  • How To Ensure Your AI Initiative Is A Strategic Asset

    Mark Richards, Regional Director, Digital Service Management, BMC Asia Pacific and Japan
    Business & IT | Strategy | AI
    Mark Richards – BMC Asia Pacific and Japan – PinkASIA19
    Mark Richards

    Regional Director, Digital Service Management, BMC Asia Pacific and Japan

    It’s a common misconception that the adoption of cognitive technology is a “silver bullet” for large corporate enterprises to solve the age-old problem of engaging their workforce and driving operational efficiency. Without some key fundamentals, Artificial Intelligence (AI) initiatives are destined to fail. But, where do you start?

    During this session, Mark will elaborate on where to begin and the steps necessary in order to make AI a strategic asset within your organisation. He will also discuss what is truly important in unlocking a frictionless end user experience within a 2-speed technical world.

Lunch
  • 12:30 PM - 1:30 PM
Breakout Sessions
  • 1:30 PM - 2:30 PM
  • Using CMMi to Understand & Improve the Value of Your Processes

    Jennifer Wels, Management Consultant, Pink Elephant
    Project Mgmt. | Processes/Practices
    Jennifer Wels – Pink Elephant – PinkASIA19
    Jennifer Wels

    Management Consultant, Pink Elephant

    Are your ITSM processes “defined?” Are they fully “optimised?” Do you know what these mean, and why it’s important for you to know?

    Attend this session and you’ll learn about the key concepts and guiding principles of “process maturity”. The session includes an overview of the CMM (Capability Maturity Model) and the six different process maturity stages: 0 – Not Performed; 1 – Initial; 2 – Repeatable; 3 – Defined; 4 – Managed; 5 – Optimised.

    What do each of these mean? Why should every IT manager know about this? Jennifer will give an explanation of each stage and why understanding a maturity level is necessary to implementing ITIL and ITSM best practices and overall successful project management.

Refreshment Break
  • 2:30 PM - 2:50 PM
Breakout Sessions
  • 2:50 PM - 3:50 PM
  • How to Implement Problem, Change & Release Management

    Jennifer Wels, Management Consultant, Pink Elephant
    ITIL v3 | ITIL 4 | Processes/Practices
    Jennifer Wels – Pink Elephant – PinkASIA19
    Jennifer Wels

    Management Consultant, Pink Elephant

    Easy in theory, but not always easy to implement! Join Jennifer as she digs deep into her vast implementation experience and takes you beyond the theory in the ITIL certification courses. It’s like getting free consulting!

    Jennifer will start by identifying the biggest issues that most organisations have when applying the theory of ITIL to these three key and interrelated processes; she'll then provide you with practical how-tos for how to overcome the most common barriers to success. This is a not-to-be-missed session if you want to learn not just “what to do” but “how to” get it right!

  • The Agile Manifesto: 21st Century Project Management

    Graham Furnis, Management Consultant, Pink Elephant
    Agile | Lean
    Graham Furnis – Pink Elephant – PinkASIA19
    Graham Furnis

    Management Consultant, Pink Elephant

    In early 2001, seventeen creative and forward-thinking developers got together at a ski resort in Utah and created what we now know as the Agile Manifesto. Comprised of four basic tenets and 12 guiding principles, it clearly describes the concept of Agile Development and Project Management in just a few pages. Using a number of Lean principles, concepts and tools, Agile flew directly in the face of the generally accepted development and project management methodologies. It was, indeed, subversive. It challenged the status quo. Made lots of people very uncomfortable. And it made a lot of sense. It was truly a paradigm shift in terms of delivering value. It still is.

    No more 'one and done'. No more waterfall. Agile is an iterative and flexible approach that embraces last-minute changes, downplays detailed documentation, encourages customer involvement and shrinks the project release cycle to a matter of weeks. This is a must-attend session! Time for you to learn what all the fuss is about.

Comfort Break
  • 3:50 PM - 4:00 PM
Closing Keynote:
David Ratcliffe, President, Pink Elephant
Use Your 20/20 Vision to Successfully Lead & Manage Transformational Changes
Leadership | Business & IT | Strategy | Culture | Project Mgmt. | Communications
  • 4:00 PM - 4:50 PM
David Ratcliffe  – Pink Elephant – PinkASIA19
David Ratcliffe

President, Pink Elephant

Why is it that in IT – despite the plethora of “proven best practices” – we continue to struggle to deliver successful projects and transformational changes?

In this general session, David will outline the core phases and activities within the “Pink Elephant 20/20 Change Model” – a generic approach drawing from the teachings, models and experiences of all those who have gone before us. The Model also emphasises critical components that are not always mentioned or stressed in other guidance.

Additionally, we will learn about the important enablers and dependencies that need to be understood and in place for ANY change model to be used effectively, including:

  • How to “lead” change and how to “manage” change
  • Dealing with inertia and complacency
  • What makes YOUR people tick
  • The relationships between “vision”, “strategy” and “objectives”
  • Respect for today’s evolving business forces

Stick with this session and David promises when you return to your workplace you’ll be better equipped to lead and manage business critical projects and transformations.

Closing Remarks & Lucky Draw!
  • 4:50 PM - 5:00 PM