Schedule-At-A-Glance
19
Jun
Sunday, June 19, 2022
REGISTRATION & CUSTOMER SERVICE DESK OPEN
-
2:00 PM – 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
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
Chester Elton
“The Apostle of
Appreciation”
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
-
Early Risers
ITIL 4 – An Executive Overview
Matthew Bowles, Principal IT Management
Consultant, Pink Elephant
ITIL
Matthew Bowles
Principal IT Management
Consultant, Pink Elephant
Code: General
Core to ITIL v3 was a set of 26 processes and functions arranged in a Service Lifecycle
consisting of Service
Strategy, Service Design, Service Transition, Service Operation, and Continual Service
Improvement.
ITIL 4 takes a different approach, with a Service Value System (SVS) that demonstrates
how opportunity/demand is
turned into business value. It consists of a set of seven guiding principles, governance,
service value chain
activities, a set of 34 practices, four business dimensions, and continual improvement.
The central element of the
SVS is the Service Value Chain, an operating model which outlines the key activities
required to respond to demand
and facilitate business value creation through the management of products and services.
Taken from Pink
Elephant’s ITIL 4
Foundation certification course, Matthew’s session explains the need for this model
and why the Service
Value Chain is more flexible and dynamic than ITIL v3’s Service Lifecycle.
-
Early Risers
ITIL 4 Leader: Digital & IT Strategy – An Overview
Robin Hysick, Senior IT Management
Consultant, Pink Elephant
ITIL | Leadership | Strategy
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.
-
Early Risers
ITIL 4 Specialist: Drive Stakeholder Value – An Overview
Charlie Miles, Principal IT Management Consultant, Pink Elephant
Business Relationship Management | ITIL
Charlie Miles
Principal IT Management
Consultant, Pink Elephant
Code: Beyond Beginner
This session describes how the
course and corresponding book cover all types of engagement
and interaction between a service provider and their
customers, users, suppliers and partners. The focus is on
the conversion of demand into value via IT enabled services.
Key topics covered include: service level agreement design,
multi-supplier management, relationship management, customer
and user experience design, and customer journey mapping.
You can expect to walk away with
an introductory understanding of what is required to drive
user engagement and to boost internal and external
stakeholder satisfaction.
-
Early Risers
ITIL 4 Specialist: High Velocity IT – An Overview
Troy DuMoulin, Vice President, Research and
Development, Pink Elephant
Agile | ITIL | Lean | Leadership
Troy DuMoulin
Vice President, Research
and Development, Pink Elephant
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.
-
Early Risers
Change Management versus Change Enablement
Jennifer Wels, Senior IT Management
Consultant, Pink Elephant
Change Management | ITIL
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.
Opening Remarks & Keynote Speaker
Michael Abrashoff, Former Navy Commander, USS Benfold
Get Your Ship Together
-
8:30 AM – 10:10 AM
Michael Abrashoff
Former Navy
Commander, USS
Benfold
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
Chester Elton
“The Apostle of
Appreciation”
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
Jack Probst, Ed.D.
Principal IT Management
Consultant, Pink Elephant
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
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
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
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
EXHIBITION SHOWCASE OPEN, NETWORKING & LUNCH
-
11:30 AM – 2:00 PM
CONCURRENT BREAKOUT SESSIONS, NETWORKING & LUNCH
-
11:45 AM – 12:45 PM
Track 4: ITIL – The Evolution and Revolution
ITIL® 4 Aligning Sustainability Objectives with Digital and IT Strategies
Adam Griffith, Consultant IT Best Practice, PeopleCert
ITIL | Digital & IT Strategy | Sustainability
Adam Griffith
Consultant IT Best Practice, PeopleCert
Code: Beyond Beginner
As the environments in which we operate continue to evolve and present new challenges,
organizations are
considering the social and environmental impacts of their operations.
With the IT space projected to be responsible for up to 20% of global energy consumption by
2030*, (* ‘Tsunami
of data’ could consume one fifth of global electricity by 2025, The Guardian) business leaders
and professionals
are proactively looking for ways to tackle this challenge.
During this session Adam will talk about how a new certification course – ITIL®
4 Specialist:
Sustainability in Digital & IT can help you understand the role IT and digitally enabled
services play in
relation to the environment, whilst exploring the opportunities they could deliver to
positively impact it.
Adam will also discuss the following:
- How to use the ITIL guiding principles to deliver value by creating sustainable
digitally
enabled products and
services
- Effectively address VUCA challenges through sustainable strategies,
procurement, products,
and practices
- Obtain a practical grounding in the key principles of sustainability
- Conduct a full cost benefit analysis identifying potential risks and
opportunities using
best practice
guidance
Track 5: Tools & Technology – Demonstrations & Labs
Human-Centric IT Experience Management – How to Continuously Measure and
Improve End-User
Happiness and Productivity
Sami Kallio, CEO, HappySignals
Culture | Service Level Management
Sami Kallio
CEO, HappySignals
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, Sami 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, Sami
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.
Track 5: Tools & Technology – Demonstrations & Labs
Enabling Service Management in the Cloud
MaSonya B. Scott, Senior Manager Specialist (BDM), Amazon Web Services (AWS)
Cloud | Service Management
MaSonya B. Scott
Senior Manager Specialist (BDM), Amazon Web Services (AWS)
Code: General
Service management processes and tooling become critical for governance and compliance as IT teams migrate applications to the AWS cloud. During this session, MaSonya will discuss how to establish and use cloud operating models with your service management tooling to track and govern production-ready workloads. She will walk through an end-to-end life cycle management use case to provision, track (via configuration items), operate, and manage AWS resources and environments aligned to service management best practices and tooling.
MaSonya will also provide an overview of the innovation and agility of the AWS cloud platform and identify key components for a cloud operating model framework for production workloads. She will articulate the value proposition of incorporating the AWS service management connectors to help with cloud operations as well as evaluate cloud operations leveraging ITSM tools integrated to AWS management and governance services.
Track 5: Tools & Technology – Demonstrations & Labs
Employees to Endpoints: Enhance Your Employee Experience with Salesforce ITSC
Elliott Robbins, Principal Solution Engineer, Salesforce
AI | ITIL | ITOM
Elliott Robbins
Principal Solution Engineer, Salesforce
Code: General
With unprecedented real-time visibility, automation, combined with the leading relationship management, you can now reimagine your IT Service experience.
Introducing Salesforce IT Service Center (ITSC) where both employees and IT agents are empowered to be more productive. In addition to following ITIL v4 best practices, Salesforce ITSC provides on a single platform:
- Industry leading employee portal, multi-channel communications and knowledge management to enable self-service
- Real-time asset intelligence on a single platform so agents are empowered to identify problems and resolve incidents quickly
- IT Service Management capabilities including Incident, Change, Problem, Service Catalog, Asset Inventory and a automatically updated CMDB to enable the convergence of ITSM and ITOM processes
It’s time to focus on people, not just SLAs.
Exclusive to Executive VIP Pass Holders
-
Roundtable Power Lunch
Concurrent Breakout Sessions, Networking & Lunch
-
1:00 PM - 2:00 PM
-
Track 2: Organizational Change Management
Your Prince Has Come! Effective Project Management, the PRINCE2® Method
Catherine Newman, VP Global Business Development, PeopleCert
PRINCE2 | Project Management
Catherine Newman
VP Global Business Development, PeopleCert
Code: General
PRINCE2® is a project management method widely adopted around the world, providing a
guided approach to planning,
managing, and delivering projects of any size or complexity. As the leading global method
for project management,
it is implemented across a wide range of industries and sectors, standardizing roles,
language and processes for
organizations and professionals alike.
Consisting of guidance, training, and professional certification, PRINCE2® represents the
“how to” of project
management. The method is built around seven themes, principles and processes that feed
into the lifecycle of
projects to ensure an effective and efficient team structure and robust planning and risk
management.
During this session, Catherine will discuss how an organization can benefit from
PRINCE2®. She will talk about
how PRINCE2® ensures business justification and provides a centralized approach to project
management resulting in
consistency, clarity, and efficiency.
Catherine will also explain the synergies and practical application of PRINCE2® with ITIL® and
PMP®.
-
Track 5: Tools & Technology – Demonstrations &
Labs
Reach Your Goals Faster – ITIL 4 Tips and Tricks with Matrix42
Klaus Ziegerhofer, Product Manager Enterprise Service Management, Matrix42
ITIL | ITSM
Klaus Ziegerhofer
Product Manager Enterprise Service Management, 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, Klaus 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
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
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 1: IT Leadership & Strategic Management
Understanding and Applying The IT/Business Model – Part 1
Jack Probst, Ed.D., Principal IT Management
Consultant, Pink Elephant
Business Relationship Management |
Leadership | Strategy
Jack Probst, Ed.D.
Principal IT Management
Consultant, Pink Elephant
Code: Beyond Beginner
Business models provide a reference frame for organizations
in
terms of how the major functions and activities interact to
achieve positive business
outcomes. IT leadership contributes to this overall success
through the effective delivery
of value-based services. However, effective delivery means
that the right services are
identified, defined, created, deployed, and managed in a way
that assures business
success.
IT leaders thrive when they understand where the strategic,
tactical, and operational
leverage points are in the business. Jack will provide an
overview of Pink’s IT/Business
Model (see below) and highlights what IT leaders need to
know about each of its components
in order to make strong business contributions and affect
overall business success.
-
Track 2: Organizational Change
Management
Exclusive to Executive VIP and Platinum Pass Holders
Ask The Pink Experts – Q&A
Facilitated by David Ratcliffe, President,
Pink Elephant
Charlie Miles, Principal IT Management Consultant, Pink
Elephant
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
Katrina Macdermid, ITIL 4 Co-author, Consultant & Educator, IT Service Management Maturity Assessor
ITIL | ITSM
Charlie Miles
Principal IT Management
Consultant,
Pink Elephant
Katrina Macdermid
ITIL 4 Co-author, Consultant & Educator, IT Service Management Maturity Assessor
Facilitated by David Ratcliffe
President, Pink
Elephant
Jennifer Wels
Senior IT Management Consultant, Pink
Elephant
Code: General
This exclusive session is only for attendees who purchase a
Platinum or Executive VIP Pass.
Get up close and personal with the industry’s best! Spend
quality Q&A discussion time with some of Pink’s senior
consultants. Go ahead, ask them
anything you want about how to implement specific processes
and practices, or general
questions about how to plan and roll out your IT service
management projects and
initiatives
– they will have the answers!
To learn more about the Platinum or Executive VIP passes, click
here
-
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
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
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
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
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
Chester Elton
“The Apostle of
Appreciation”
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
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
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
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
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 1: IT Leadership & Strategic
Management
A Leader’s View of How to Gain Control of Your IT Assets
Charlie Miles, Principal IT Management
Consultant, Pink Elephant
Asset Management | ITIL | Leadership
Charlie Miles
Principal IT
Management
Consultant,
Pink Elephant
Code: General
What do IT leaders need to know about ITIL 4’s IT asset
management practice beyond the certification courses? In
this ‘clinic’, Charlie’s
discussion
will provide very specific guidance and advice to IT
leaders about:
- What is an IT asset?
- How do we determine the scope of IT asset
management?
- Are IT assets the same as configuration
items (CIs)?
- How do we align IT asset and
configuration management?
- How can the business see the value of IT
asset management?
- How can we increase awareness and
accountability?
-
Track 3: Integrated Service Management
The Five Ideals of DevOps
George Spalding, Vice President &
Executive Consultant, Pink
Elephant
DevOps
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
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?
-
Early Risers
ITIL 4 Specialist: Create, Deliver & Support – An Overview
Graham Furnis, IT Management Consultant,
Pink Elephant
ITIL | ITSM
Graham Furnis
IT
Management Consultant, Pink
Elephant
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.
"Pink Elephant ITSM Hall of Fame Awards” & Keynote Speaker
Gene Kim
The Unicorn Project
-
8:30 AM - 10:10 AM
Gene Kim
CTO, Researcher,
Founder of IT Revolution, and
Co-author of The Phoenix Project, The DevOps Handbook, and
The Unicorn Project
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 1: IT Leadership & Strategic
Management
Exclusive to Executive VIP Pass Holders
IT Strategic Management Mastermind Session – Panel Discussion
Facilitated by David Ratcliffe, President,
Pink Elephant
Troy DuMoulin, Vice President, Research and Development, Pink
Elephant
David Cannon, ITIL v3 and ITIL 4 Author, Executive Vice
President, nfiniti3
Christopher Flanagan, VP of Digital Transformation, Prudential
Leadership | Strategic Management
Facilitated by David Ratcliffe
President, Pink
Elephant
Troy DuMoulin
David Cannon
ITIL v3 and ITIL 4 Author, Executive
Vice President, nfiniti3
Christopher Flanagan
VP of Digital Transformation, Prudential
This is an exclusive session for Executive VIP passholders.
David will be joined by guest panelists, ranging from
progressive and successful senior IT leaders to the
industry’s most forward thinking
experts. Specific and relevant IT strategy level topics will
be addressed, in addition to
answering attendees’ own questions and issues.
-
Track 1: IT Leadership & Strategic Management
Understanding and Applying The IT/Business Model – Part 2
Jack Probst, Ed.D., Principal IT Management
Consultant, Pink Elephant
Business Relationship Management |
Leadership | Strategy
Jack Probst, Ed.D.
Principal IT Management
Consultant, Pink Elephant
Code: Beyond Beginner
Business models provide a reference frame for organizations
in
terms of how the major functions and activities interact to
achieve positive business
outcomes. IT leadership contributes to this overall success
through the effective delivery
of value-based services. However, effective delivery means
that the right services are
identified, defined, created, deployed, and managed in a way
that assures business
success. IT leaders thrive when they understand where the
strategic, tactical, and
operational leverage points are in the business. Jack will
provide an overview of Pink’s
IT/Business Model (see below) and highlights what IT leaders
need to know about each of
its components in order to make strong business
contributions and affect overall business
success.
-
Track 2: Organizational Change Management
IT Service Management Process Governance
Armen Badal, Sr. Vice President, Global
Service Transition, FIS Global
Governance | ITSM | Leadership |
Organizational Change
Armen Badal
Sr.
Vice President, Global Service
Transition, FIS Global
Code: Beyond Beginner
FIS is a leading provider of technology solutions for merchants, banks, and capital
markets firms globally.
Armen and his leadership team have applied a specific
approach to introduce and advance
ITSM
process maturity and governance across the enterprise. A few
years ago, Armen assumed an
IT
service management-specific leadership role and has been
instrumental in helping advance
business process maturity and governance within his
organization. Armen will describe this
key enterprise process and highlight the steps and
milestones on FIS’s ITSM journey
so far.
-
Track 2: Organizational Change Management
Leading with Authenticity in Times of Transition
Robin Hysick, Senior IT Management
Consultant, Pink Elephant
Business Relationship Management |
Leadership | Organizational Change
Robin Hysick
Senior IT Management
Consultant, Pink
Elephant
Code: General
Robin profiles the book, Leading with Authenticity in
Times
of Transition, by Kerry Bunker and Michael
Wakefield. The book offers a framework
for
understanding the issues and competencies that contribute to
effective leadership during
times of change. Robin highlights the framework’s purpose,
which is to help leaders
determine how to choose and move among a variety of
managerial approaches to help them see
what’s working, what’s not working, and what’s missing. This
is important because
organizations today are awash in change. Managing change
requires leaders to focus
simultaneously on managing business operations and providing
effective leadership to
people.
More often than not, though, it is the focus on the people
side that loses out.
-
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
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 4: ITIL – The Evolution and Revolution
Service Blueprints – Practical Maps to Define Your Services
Richard de Boer, Senior Consultant, Pink Elephant, Netherlands
ITIL
Richard de Boer
Senior Consultant, Pink Elephant, Netherlands
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
-
11:30 AM – 3:35 PM
CONCURRENT BREAKOUT SESSIONS, NETWORKING & LUNCH
-
11:45 AM – 12:45 PM
-
Track 4: ITIL – The Evolution and Revolution
ITIL® 4 Digital Transformation Meets Real Life: How to Get the Best from Your Cloud
Services
Adam Griffith, Consultant IT Best Practice, PeopleCert
Cloud | Digital Transformation | ITIL
Adam Griffith
Consultant IT Best Practice, PeopleCert
Code: Beyond Beginner
As the global market for cloud technology and services grows exponentially due to a wide
range of associated
benefits, adopting cloud technology has become a key strategic focus for organizations
across sectors and
industries looking to increase and optimize their use of cloud.
Despite these trends, organizations and individuals are often not well-supported during
the procurement phase of
cloud adoption and lack guidance around how to boost benefits, both from procurement and
the technology itself.
Join Adam as he discusses how a new certification course – ITIL® 4 Specialist:
Acquiring & Managing Cloud
Services can help you with the following:
- How to analyze available solutions and potential benefits using a
vendor-neutral
approach
- How to effectively identify, select, and deliver optimized cloud services
- How to facilitate value co-creation through successful cloud services
procurement and
integration whilst
applying the ITIL 4 framework
- How to adopt a customer-focused end-to-end cloud procurement user journey
-
Track 5: Tools & Technology – Demonstrations &
Labs
How AI Drives Better Employee Experiences and Business Outcomes
Alan Taylor, Director, Product Management, Ivanti
AI | ITSM | Incident Management
Alan Taylor
Director, Product Management, Ivanti
Code: General
Most IT service management (ITSM) teams want their service desk analysts to resolve more incidents on their own and deliver more ‘shift-left’ outcomes. Portals, service catalogs, self-service, knowledge articles, and chatbots do help, but many incidents are still being handled by the service desk or escalated to specialists, taking time and resources away from strategic initiatives.
During this session, Alan will discuss how AI drives ‘big shift-left’ outcomes. He’ll show how capabilities such as autonomous bots, comprehensive discovery, specialist-level packaged actions, real-time insights, and digital experience scores can effectively augment service desk teams. He’ll also discuss how the use of these new capabilities will help your team deliver proactive incident resolutions, autonomous security remediations, and cost savings while realizing vastly fewer escalations and improving employee experiences.
Join Alan as he covers:
- Market dynamics that drive higher demands and expectations for ITSM
- How to resolve incidents and security vulnerabilities proactively before employees report them
- How to reduce escalations by safely enabling tier one teams with powerful diagnostic and remediation tools
- How to measure and optimize the digital employee experience
-
Track 5: Tools & Technology
Modernizing the IT Service Experience with ServiceNow and Microsoft to Deliver Digital-First Business Growth
Ryan Yee, Senior Product Manager, ITSM Platform, Microsoft
Tools | Technology
Ryan Yee
Senior Product Manager, ITSM Platform, Microsoft
Code: General
To succeed in a digital world, the experience that employees have with technology is of paramount importance. The success of an organization relies on employees having information they need at their fingertips without searching around or waiting on hold.
Microsoft provides its employees with solutions to everyday problems through the technology they use daily by leveraging Microsoft and ServiceNow’s integrated capabilities to understand and address real-world problems. The results are nothing short of outstanding, and the impact to the technology organization has been equally impressive. During this session, Ryan will talk about how the partnership between Microsoft and ServiceNow made it all possible and how to better your employee technology experiences that drive digital-first businesses.
-
Track 5: Tools & Technology
Becoming Digitally Resilient: The Switch to Always-on Services
Chad Haftorson, Senior Director, Freshworks
Digital IT | IT Operations Management
Chad Haftorson
Senior Director, Freshworks
Code: General
In today’s dynamic and digital-first business environment, IT is expected to not only 'keep the lights on', but also spur business growth. Consumers and employees expect user experiences that mimic the seamless digital experiences they have in their personal lives. As organizations continue to adapt and evolve in the new hybrid workplace, IT needs to de-risk and automate digital operations by detecting, deciphering, and redressing critical incidents from within the service desk.
In this session, Chad will discuss the need for a right-sized solution that will enable organizations to stay competitive and become digitally resilient.
The session will provide insights into:
- Salient features of a right-sized solution
- Extending IT to other business functions
- Breaking silos with unified IT Operations Management
- Success stories of always-on organizations
-
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
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
NextGen Digital Operations: Enabling an Agile and Resilient IT
System
Mike Christiansen, Solution Architect,
Everbridge
Digital Transformation
Mike Christiansen
Solution Architect,
Everbridge
Code: General
Major critical digital events like
IT outages, security breaches, and other incidents can
cripple employee productivity, resulting in lost revenue and
the tainting of customer perception. Everbridge’s Digital
Operations Platform enables their customers to deliver
better services with lesser resources, leverage automation
technologies, and orchestrate and operationalize response
processes.
During this comprehensive live demo, Mike will discuss how
customers have leveraged the platform to speed up their
digital transformation and to drive remediation-first as
part of the incident response strategy.
-
Track 5: Tools & Technology – Demonstrations Labs
ITSM and ESM in the Bigger World – A Modern Approach of ITIL for the Enterprise
Stephane H. Maes, Ph.D., CTO and CPO, IFS assyst
DevOps | ITIL
Stephane H. Maes
Ph.D., CTO and CPO, IFS assyst
Code: General
As businesses and business trends continue to evolve so do the tools of each line of business within the organization. During this session, Stephane will explore the current evolutions of ITIL, ITSM, ITOM, DevOps, ERP, and other enterprise and industry applications, as well as how these changes are bringing organizations closer to digital transformation. He will provide lessons learned and recommendations on how to best combine these tools and practices while keeping the “separation of concerns” at the forefront. Stephane will discuss how digital transformation and ITIL will take organizations on a path of business maturity with omnichannel self-service and automation as well as how they can help grow the business faster while maintaining employee retention.
-
Track 5: Tools & Technology – Demonstration
Labs
ITSM Predictions – Future Trends vs. Present Reality
Eric Wrazen, Product Manager, C2
AI | ITSM
Eric Wrazen
Product Manager, C2
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 1: IT Leadership & Strategic Management
ITIL 4: Strategy in a Changed Industry
David Cannon, ITIL v3 and ITIL 4 Author,
Executive Vice President,
nfiniti3
ITIL | Service Strategy
David Cannon
ITIL v3 and ITIL 4
Author, Executive
Vice President, nfiniti3
Code: Beyond Beginner
When the ITIL v3 Service Strategy book was released, cloud
was
in its infancy, AI was something talked about in high tech
labs and agile was what we
stretched to achieve in yoga classes. The latest wave of
innovation in technology has
changed the way your organization thinks and works. So what
does ITIL have to say about
that? What did they get right and wrong in v3 and what did
they do about it? David Cannon
wrote the 2011 edition of Service Strategy, and he is back
as lead editor and author of
the
new ITIL 4 Digital and IT Strategy book. Hear what has
changed between then and now, and
how
it affects you and your role.
-
Track 2: Organizational Change Management
A “Nua” Way of Working: Reimaging Work, Workforce & Work Practices
Christopher Flanagan, VP of Digital Transformation, Prudential
Change Management | Culture | Leadership | Strategy
Christopher Flanagan
Christopher Flanagan, VP of Digital Transformation, 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
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
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
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
Ask Me Anything: What Service Management and ITIL Practitioners
Need
to Know about DevOps to Stay Relevant
Gene Kim, CTO, Researcher, Founder of IT
Revolution, and Co-author of The Phoenix Project, The DevOps
Handbook, and The
Unicorn Project
Agile | DevOps | ITIL
Gene Kim
CTO,
Researcher, Founder of IT Revolution, and
Co-author of The Phoenix Project,
The
DevOps Handbook, and The Unicorn
Project
Code: General
ITIL practitioners often fear being
marginalized as development groups get more
budget and power. With the advent of cloud, the velocity of
change is breathtaking. Development groups are
quickly releasing features to market, and saving the
business
money, while helping the business win. This
agility and the cost savings delight the business – and with
good reason – it terrifies control
practitioners. If controls are easily marginalized in a
conventional IT organization, DevOps can completely
bypass controls. In reality, DevOps aligns the former
adversaries of Dev and Ops, while ITIL needs to enable
the ludicrous speed or be left behind.
In this session, Gene will share his
thoughts on how ITIL practitioners can
ensure they stay relevant, and he will answer questions from
anyone on how to survive and thrive in this new
world.
-
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
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 POOLSIDE RECEPTION – Reconnect. Reenergize. RevITILize!
-
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
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
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 1: IT Leadership & Strategic Management
A Leader’s Guide to Value Stream Mapping
Jennifer Wels, Senior IT Management Consultant,
Pink Elephant
ITIL | Leadership
Jennifer Wels
Senior IT Management
Consultant, Pink
Elephant
Code: General
What do IT leaders need to know about ITIL 4’s Value Stream
Mapping beyond the certification courses? In this “clinic”,
Jennifer’s discussion will
provide very specific guidance and advice to IT leaders about:
- When should an IT organization execute value
stream mapping exercises?
- Who should be involved in executing a value
stream map?
- What steps are involved in value stream mapping?
- What is the output?
- How does value stream mapping relate to the ITIL
4 Guiding Principles?
-
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
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.
-
Track 5: Tools & Technology – Demonstrations &
Labs
How To Implement Incident, Problem & Change Management Using
PinkATLAS
Matthew Bowles, Principal IT Management
Consultant, Pink Elephant
Change Management | Incident Management |
Problem Management
Matthew Bowles
Principal IT Management
Consultant,
Pink Elephant
Code: General
Matt is on hand to showcase PinkATLAS, an online reference
tool
containing several hundred documents, checklists, process maps,
templates, podcasts,
webinars, access to online books, and many more items.
Using the tool, Matt will walk you through the scenarios of
how
to implement Incident, Problem and Change Management according
to ITIL v3 best practices.
During the past fifteen years numerous organizations have used
PinkATLAS as their
“consultant in a box”. You will also have an opportunity to ask
your most pressing
questions
about implementing these three popular processes.
Closing Remarks & Keynote Speaker
Ben Nemtin, Bestselling Author
Five Steps to Make the Impossible Possible
-
8:30 AM - 10:10 AM
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!
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
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
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
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
Ask the DevOps & Agile Experts – Q&A Panel Discussion
Facilitated by David Ratcliffe, President, Pink Elephant
George Spalding, Vice President & Executive Consultant, Pink
Elephant
Russ Scadden, Managing Director, Application Engineering,
Brigham Young University
Agile | DevOps
Facilitated by David Ratcliffe
President, Pink
Elephant
George Spalding
Vice President &
Executive
Consultant, Pink Elephant
Russ Scadden
Managing Director,
Application Engineering, Brigham Young
University
Code: General
David’s expert consultants are on hand to share their
knowledge
and best practices for how to roll out the many facets of
DevOps and Agile, including how
to
cement the highly collaborative, communicative, and
integrated IT/business culture needed
to
succeed. Bring all your questions and issues – ask the panel
anything you want about how
to
implement specific processes and practices, or general
questions about how to plan and
roll
out your projects and initiatives – they have the answers!
-
Track 4: ITIL – The Evolution and Revolution
Problem Management in Practice: How to Use AI to Move from Reactive
to Proactive
Charlie Miles, Principal IT Management Consultant, Pink Elephant
AI | Problem Management
Charlie Miles
Principal IT Management
Consultant, Pink Elephant
Code: General
As organizations undergo digital
transformation, they are exploring new ways to deliver IT
service management. The traditional model is changing, and a new
way of thinking and working has arrived with cognitive service
management and AI. One such area of IT service management that
lends itself well to and can be enabled by digital automation,
AI, and cognitive learning, is problem management (PM). Charlie
will start this session with an enlightening overview of the
very important difference between reactive and proactive PM and
will then profile how organizations can achieve new levels of
advancement that include increased productivity and efficiency
using the latest AI technologies.
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
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
The DevOps Engineer
George Spalding, Vice President & Executive
Consultant, Pink Elephant
Communication | DevOps
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.
-
Track 6: Half-Day Workshops
PinkSCAN – Request Fulfilment, Service Level Management & Service
Catalogue
Charlie Miles, Principal IT Management
Consultant, Pink Elephant
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
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
7 Guiding Principles Of ITIL – What They Really Mean In The Real
World!
Robin Hysick, Senior IT Management Consultant, Pink Elephant
Robin Hysick
Senior IT Management Consultant, Pink
Elephant
Code: General
ITIL 4’s Service Value System includes
7 Guiding Principles and in this very educational session, Robin
takes you into a deep dive about what each of them really means
and what very important actions and activities should be
executed with each in the real world. Bringing Organizational
Change Management concepts into the fold, you will leave with a
needed understanding about “how to” and just “what to” take into
consideration when you implement best practices according to
ITIL.
-
Track 6: Half-Day Workshops
How to Create Effective Service Level Agreements (SLAs)
Troy DuMoulin, Vice President, Research and
Development, Pink Elephant
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
19
Jun
Sunday, June 19, 2022
REGISTRATION & CUSTOMER SERVICE DESK OPEN
- 2:00 PM – 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 ElephantChange Management | LeadershipTroy 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”LeadershipChester Elton
“The Apostle of Appreciation”
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
-
Early Risers
ITIL 4 – An Executive Overview
Matthew Bowles, Principal IT Management Consultant, Pink ElephantITILMatthew Bowles
Principal IT Management Consultant, Pink Elephant
Code: General
Core to ITIL v3 was a set of 26 processes and functions arranged in a Service Lifecycle consisting of Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
ITIL 4 takes a different approach, with a Service Value System (SVS) that demonstrates how opportunity/demand is turned into business value. It consists of a set of seven guiding principles, governance, service value chain activities, a set of 34 practices, four business dimensions, and continual improvement. The central element of the SVS is the Service Value Chain, an operating model which outlines the key activities required to respond to demand and facilitate business value creation through the management of products and services. Taken from Pink Elephant’s ITIL 4 Foundation certification course, Matthew’s session explains the need for this model and why the Service Value Chain is more flexible and dynamic than ITIL v3’s Service Lifecycle.
-
Early Risers
ITIL 4 Leader: Digital & IT Strategy – An Overview
Robin Hysick, Senior IT Management Consultant, Pink ElephantITIL | Leadership | StrategyRobin 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.
-
Early Risers
ITIL 4 Specialist: Drive Stakeholder Value – An Overview
Charlie Miles, Principal IT Management Consultant, Pink ElephantBusiness Relationship Management | ITILCharlie Miles
Principal IT Management Consultant, Pink Elephant
Code: Beyond Beginner
This session describes how the course and corresponding book cover all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. The focus is on the conversion of demand into value via IT enabled services. Key topics covered include: service level agreement design, multi-supplier management, relationship management, customer and user experience design, and customer journey mapping.
You can expect to walk away with an introductory understanding of what is required to drive user engagement and to boost internal and external stakeholder satisfaction.
-
Early Risers
ITIL 4 Specialist: High Velocity IT – An Overview
Troy DuMoulin, Vice President, Research and Development, Pink ElephantAgile | ITIL | Lean | LeadershipTroy DuMoulin
Vice President, Research and Development, Pink Elephant
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.
-
Early Risers
Change Management versus Change Enablement
Jennifer Wels, Senior IT Management Consultant, Pink ElephantChange Management | ITILJennifer 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.
Opening Remarks & Keynote Speaker
Michael Abrashoff, Former Navy Commander, USS Benfold
Get Your Ship Together
- 8:30 AM – 10:10 AM

Former Navy Commander, USS Benfold

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 | StrategyChester Elton
“The Apostle of Appreciation”
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 ElephantLeadershipJack Probst, Ed.D.
Principal IT Management Consultant, Pink Elephant
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 UniversityCulture | Organizational ChangeElaine 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 ElephantAgile | DevOpsGeorge 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 ElephantAutomation | ITIL | ValueTroy 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
EXHIBITION SHOWCASE OPEN, NETWORKING & LUNCH
- 11:30 AM – 2:00 PM
CONCURRENT BREAKOUT SESSIONS, NETWORKING & LUNCH
- 11:45 AM – 12:45 PM
ITIL® 4 Aligning Sustainability Objectives with Digital and IT Strategies

Consultant IT Best Practice, PeopleCert
Code: Beyond Beginner
As the environments in which we operate continue to evolve and present new challenges, organizations are considering the social and environmental impacts of their operations.
With the IT space projected to be responsible for up to 20% of global energy consumption by 2030*, (* ‘Tsunami of data’ could consume one fifth of global electricity by 2025, The Guardian) business leaders and professionals are proactively looking for ways to tackle this challenge.
During this session Adam will talk about how a new certification course – ITIL® 4 Specialist: Sustainability in Digital & IT can help you understand the role IT and digitally enabled services play in relation to the environment, whilst exploring the opportunities they could deliver to positively impact it.
Adam will also discuss the following:
- How to use the ITIL guiding principles to deliver value by creating sustainable digitally enabled products and services
- Effectively address VUCA challenges through sustainable strategies, procurement, products, and practices
- Obtain a practical grounding in the key principles of sustainability
- Conduct a full cost benefit analysis identifying potential risks and opportunities using best practice guidance
Human-Centric IT Experience Management – How to Continuously Measure and Improve End-User Happiness and Productivity

CEO, HappySignals
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, Sami 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, Sami 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.
Enabling Service Management in the Cloud

Senior Manager Specialist (BDM), Amazon Web Services (AWS)
Code: General
Service management processes and tooling become critical for governance and compliance as IT teams migrate applications to the AWS cloud. During this session, MaSonya will discuss how to establish and use cloud operating models with your service management tooling to track and govern production-ready workloads. She will walk through an end-to-end life cycle management use case to provision, track (via configuration items), operate, and manage AWS resources and environments aligned to service management best practices and tooling.
MaSonya will also provide an overview of the innovation and agility of the AWS cloud platform and identify key components for a cloud operating model framework for production workloads. She will articulate the value proposition of incorporating the AWS service management connectors to help with cloud operations as well as evaluate cloud operations leveraging ITSM tools integrated to AWS management and governance services.
Employees to Endpoints: Enhance Your Employee Experience with Salesforce ITSC

Principal Solution Engineer, Salesforce
Code: General
With unprecedented real-time visibility, automation, combined with the leading relationship management, you can now reimagine your IT Service experience.
Introducing Salesforce IT Service Center (ITSC) where both employees and IT agents are empowered to be more productive. In addition to following ITIL v4 best practices, Salesforce ITSC provides on a single platform:
- Industry leading employee portal, multi-channel communications and knowledge management to enable self-service
- Real-time asset intelligence on a single platform so agents are empowered to identify problems and resolve incidents quickly
- IT Service Management capabilities including Incident, Change, Problem, Service Catalog, Asset Inventory and a automatically updated CMDB to enable the convergence of ITSM and ITOM processes
It’s time to focus on people, not just SLAs.
Exclusive to Executive VIP Pass Holders
- Roundtable Power Lunch
Concurrent Breakout Sessions, Networking & Lunch
- 1:00 PM - 2:00 PM
-
Track 2: Organizational Change Management
Your Prince Has Come! Effective Project Management, the PRINCE2® Method
Catherine Newman, VP Global Business Development, PeopleCertPRINCE2 | Project ManagementCatherine Newman
VP Global Business Development, PeopleCert
Code: General
PRINCE2® is a project management method widely adopted around the world, providing a guided approach to planning, managing, and delivering projects of any size or complexity. As the leading global method for project management, it is implemented across a wide range of industries and sectors, standardizing roles, language and processes for organizations and professionals alike.
Consisting of guidance, training, and professional certification, PRINCE2® represents the “how to” of project management. The method is built around seven themes, principles and processes that feed into the lifecycle of projects to ensure an effective and efficient team structure and robust planning and risk management.
During this session, Catherine will discuss how an organization can benefit from PRINCE2®. She will talk about how PRINCE2® ensures business justification and provides a centralized approach to project management resulting in consistency, clarity, and efficiency.
Catherine will also explain the synergies and practical application of PRINCE2® with ITIL® and PMP®.
-
Track 5: Tools & Technology – Demonstrations & Labs
Reach Your Goals Faster – ITIL 4 Tips and Tricks with Matrix42
Klaus Ziegerhofer, Product Manager Enterprise Service Management, Matrix42ITIL | ITSMKlaus Ziegerhofer
Product Manager Enterprise Service Management, 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, Klaus 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 FocusAI | Asset Management | ITSMKasey 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 PatternAI | Automation | ITSMKevin 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 1: IT Leadership & Strategic Management
Understanding and Applying The IT/Business Model – Part 1
Jack Probst, Ed.D., Principal IT Management Consultant, Pink ElephantBusiness Relationship Management | Leadership | StrategyJack Probst, Ed.D.
Principal IT Management Consultant, Pink Elephant
Code: Beyond Beginner
Business models provide a reference frame for organizations in terms of how the major functions and activities interact to achieve positive business outcomes. IT leadership contributes to this overall success through the effective delivery of value-based services. However, effective delivery means that the right services are identified, defined, created, deployed, and managed in a way that assures business success. IT leaders thrive when they understand where the strategic, tactical, and operational leverage points are in the business. Jack will provide an overview of Pink’s IT/Business Model (see below) and highlights what IT leaders need to know about each of its components in order to make strong business contributions and affect overall business success.
-
Track 2: Organizational Change Management
Exclusive to Executive VIP and Platinum Pass HoldersAsk The Pink Experts – Q&A
Facilitated by David Ratcliffe, President, Pink Elephant
Charlie Miles, Principal IT Management Consultant, Pink Elephant
Jennifer Wels, Senior IT Management Consultant, Pink Elephant
Katrina Macdermid, ITIL 4 Co-author, Consultant & Educator, IT Service Management Maturity AssessorITIL | ITSMCharlie Miles
Principal IT Management Consultant, Pink ElephantKatrina Macdermid
ITIL 4 Co-author, Consultant & Educator, IT Service Management Maturity AssessorFacilitated by David Ratcliffe
President, Pink ElephantJennifer Wels
Senior IT Management Consultant, Pink Elephant
Code: General
This exclusive session is only for attendees who purchase a Platinum or Executive VIP Pass.
Get up close and personal with the industry’s best! Spend quality Q&A discussion time with some of Pink’s senior consultants. Go ahead, ask them anything you want about how to implement specific processes and practices, or general questions about how to plan and roll out your IT service management projects and initiatives – they will have the answers!
To learn more about the Platinum or Executive VIP passes, click here
-
Track 3: Integrated Service Management
I’ve Looked At DevOps From Both Sides Now – With No Illusions!
George Spalding, Vice President & Executive Consultant, Pink ElephantAutomation | Culture | DevOpsGeorge 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 ArchitectITSM | ITILBarclay 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 LeadershipCMDB | ITILJeffrey 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 ProfessorCommunication | Quantum ComputingDr. 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”LeadershipChester Elton
“The Apostle of Appreciation”
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 ElephantCulture | LeadershipTroy 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
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 ElephantBusiness Relationship Management | CommunicationMatthew 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 ElephantITIL | LeadershipJack 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 1: IT Leadership & Strategic Management
A Leader’s View of How to Gain Control of Your IT Assets
Charlie Miles, Principal IT Management Consultant, Pink ElephantAsset Management | ITIL | LeadershipCharlie Miles
Principal IT Management Consultant, Pink Elephant
Code: General
What do IT leaders need to know about ITIL 4’s IT asset management practice beyond the certification courses? In this ‘clinic’, Charlie’s discussion will provide very specific guidance and advice to IT leaders about:
- What is an IT asset?
- How do we determine the scope of IT asset management?
- Are IT assets the same as configuration items (CIs)?
- How do we align IT asset and configuration management?
- How can the business see the value of IT asset management?
- How can we increase awareness and accountability?
-
Track 3: Integrated Service Management
The Five Ideals of DevOps
George Spalding, Vice President & Executive Consultant, Pink ElephantDevOpsGeorge 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 ElephantITIL | Value Chain | Value Stream | Value SystemTroy 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?
-
Early Risers
ITIL 4 Specialist: Create, Deliver & Support – An Overview
Graham Furnis, IT Management Consultant, Pink ElephantITIL | ITSMGraham Furnis
IT Management Consultant, Pink Elephant
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.
"Pink Elephant ITSM Hall of Fame Awards” & Keynote Speaker
Gene Kim
The Unicorn Project
- 8:30 AM - 10:10 AM

CTO, Researcher, Founder of IT Revolution, and Co-author of The Phoenix Project, The DevOps Handbook, and The Unicorn Project

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 1: IT Leadership & Strategic Management
Exclusive to Executive VIP Pass HoldersIT Strategic Management Mastermind Session – Panel Discussion
Facilitated by David Ratcliffe, President, Pink Elephant
Troy DuMoulin, Vice President, Research and Development, Pink Elephant
David Cannon, ITIL v3 and ITIL 4 Author, Executive Vice President, nfiniti3
Christopher Flanagan, VP of Digital Transformation, PrudentialLeadership | Strategic ManagementFacilitated by David Ratcliffe
President, Pink ElephantTroy DuMoulin David Cannon
ITIL v3 and ITIL 4 Author, Executive Vice President, nfiniti3Christopher Flanagan
VP of Digital Transformation, Prudential
This is an exclusive session for Executive VIP passholders.
David will be joined by guest panelists, ranging from progressive and successful senior IT leaders to the industry’s most forward thinking experts. Specific and relevant IT strategy level topics will be addressed, in addition to answering attendees’ own questions and issues.
-
Track 1: IT Leadership & Strategic Management
Understanding and Applying The IT/Business Model – Part 2
Jack Probst, Ed.D., Principal IT Management Consultant, Pink ElephantBusiness Relationship Management | Leadership | StrategyJack Probst, Ed.D.
Principal IT Management Consultant, Pink Elephant
Code: Beyond Beginner
Business models provide a reference frame for organizations in terms of how the major functions and activities interact to achieve positive business outcomes. IT leadership contributes to this overall success through the effective delivery of value-based services. However, effective delivery means that the right services are identified, defined, created, deployed, and managed in a way that assures business success. IT leaders thrive when they understand where the strategic, tactical, and operational leverage points are in the business. Jack will provide an overview of Pink’s IT/Business Model (see below) and highlights what IT leaders need to know about each of its components in order to make strong business contributions and affect overall business success.
-
Track 2: Organizational Change Management
IT Service Management Process Governance
Armen Badal, Sr. Vice President, Global Service Transition, FIS GlobalGovernance | ITSM | Leadership | Organizational ChangeArmen Badal
Sr. Vice President, Global Service Transition, FIS Global
Code: Beyond Beginner
FIS is a leading provider of technology solutions for merchants, banks, and capital markets firms globally. Armen and his leadership team have applied a specific approach to introduce and advance ITSM process maturity and governance across the enterprise. A few years ago, Armen assumed an IT service management-specific leadership role and has been instrumental in helping advance business process maturity and governance within his organization. Armen will describe this key enterprise process and highlight the steps and milestones on FIS’s ITSM journey so far.
-
Track 2: Organizational Change Management
Leading with Authenticity in Times of Transition
Robin Hysick, Senior IT Management Consultant, Pink ElephantBusiness Relationship Management | Leadership | Organizational ChangeRobin Hysick
Senior IT Management Consultant, Pink Elephant
Code: General
Robin profiles the book, Leading with Authenticity in Times of Transition, by Kerry Bunker and Michael Wakefield. The book offers a framework for understanding the issues and competencies that contribute to effective leadership during times of change. Robin highlights the framework’s purpose, which is to help leaders determine how to choose and move among a variety of managerial approaches to help them see what’s working, what’s not working, and what’s missing. This is important because organizations today are awash in change. Managing change requires leaders to focus simultaneously on managing business operations and providing effective leadership to people. More often than not, though, it is the focus on the people side that loses out.
-
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 UniversityAgile | DevOpsRuss 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 4: ITIL – The Evolution and Revolution
Service Blueprints – Practical Maps to Define Your Services
Richard de Boer, Senior Consultant, Pink Elephant, NetherlandsITILRichard de Boer
Senior Consultant, Pink Elephant, Netherlands
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
- 11:30 AM – 3:35 PM
CONCURRENT BREAKOUT SESSIONS, NETWORKING & LUNCH
- 11:45 AM – 12:45 PM
-
Track 4: ITIL – The Evolution and Revolution
ITIL® 4 Digital Transformation Meets Real Life: How to Get the Best from Your Cloud Services
Adam Griffith, Consultant IT Best Practice, PeopleCertCloud | Digital Transformation | ITILAdam Griffith
Consultant IT Best Practice, PeopleCert
Code: Beyond Beginner
As the global market for cloud technology and services grows exponentially due to a wide range of associated benefits, adopting cloud technology has become a key strategic focus for organizations across sectors and industries looking to increase and optimize their use of cloud.
Despite these trends, organizations and individuals are often not well-supported during the procurement phase of cloud adoption and lack guidance around how to boost benefits, both from procurement and the technology itself.
Join Adam as he discusses how a new certification course – ITIL® 4 Specialist: Acquiring & Managing Cloud Services can help you with the following:
- How to analyze available solutions and potential benefits using a vendor-neutral approach
- How to effectively identify, select, and deliver optimized cloud services
- How to facilitate value co-creation through successful cloud services procurement and integration whilst applying the ITIL 4 framework
- How to adopt a customer-focused end-to-end cloud procurement user journey
-
Track 5: Tools & Technology – Demonstrations & Labs
How AI Drives Better Employee Experiences and Business Outcomes
Alan Taylor, Director, Product Management, IvantiAI | ITSM | Incident ManagementAlan Taylor
Director, Product Management, Ivanti
Code: General
Most IT service management (ITSM) teams want their service desk analysts to resolve more incidents on their own and deliver more ‘shift-left’ outcomes. Portals, service catalogs, self-service, knowledge articles, and chatbots do help, but many incidents are still being handled by the service desk or escalated to specialists, taking time and resources away from strategic initiatives.
During this session, Alan will discuss how AI drives ‘big shift-left’ outcomes. He’ll show how capabilities such as autonomous bots, comprehensive discovery, specialist-level packaged actions, real-time insights, and digital experience scores can effectively augment service desk teams. He’ll also discuss how the use of these new capabilities will help your team deliver proactive incident resolutions, autonomous security remediations, and cost savings while realizing vastly fewer escalations and improving employee experiences.
Join Alan as he covers:
- Market dynamics that drive higher demands and expectations for ITSM
- How to resolve incidents and security vulnerabilities proactively before employees report them
- How to reduce escalations by safely enabling tier one teams with powerful diagnostic and remediation tools
- How to measure and optimize the digital employee experience
-
Track 5: Tools & Technology
Modernizing the IT Service Experience with ServiceNow and Microsoft to Deliver Digital-First Business Growth
Ryan Yee, Senior Product Manager, ITSM Platform, MicrosoftTools | TechnologyRyan Yee
Senior Product Manager, ITSM Platform, Microsoft
Code: General
To succeed in a digital world, the experience that employees have with technology is of paramount importance. The success of an organization relies on employees having information they need at their fingertips without searching around or waiting on hold.
Microsoft provides its employees with solutions to everyday problems through the technology they use daily by leveraging Microsoft and ServiceNow’s integrated capabilities to understand and address real-world problems. The results are nothing short of outstanding, and the impact to the technology organization has been equally impressive. During this session, Ryan will talk about how the partnership between Microsoft and ServiceNow made it all possible and how to better your employee technology experiences that drive digital-first businesses.
-
Track 5: Tools & Technology
Becoming Digitally Resilient: The Switch to Always-on Services
Chad Haftorson, Senior Director, FreshworksDigital IT | IT Operations ManagementChad Haftorson
Senior Director, Freshworks
Code: General
In today’s dynamic and digital-first business environment, IT is expected to not only 'keep the lights on', but also spur business growth. Consumers and employees expect user experiences that mimic the seamless digital experiences they have in their personal lives. As organizations continue to adapt and evolve in the new hybrid workplace, IT needs to de-risk and automate digital operations by detecting, deciphering, and redressing critical incidents from within the service desk.
In this session, Chad will discuss the need for a right-sized solution that will enable organizations to stay competitive and become digitally resilient.
The session will provide insights into:- Salient features of a right-sized solution
- Extending IT to other business functions
- Breaking silos with unified IT Operations Management
- Success stories of always-on organizations
-
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, EasyVistaAutomation | Self-Service | Service DeskJon 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
NextGen Digital Operations: Enabling an Agile and Resilient IT System
Mike Christiansen, Solution Architect, EverbridgeDigital TransformationMike Christiansen
Solution Architect, Everbridge
Code: General
Major critical digital events like IT outages, security breaches, and other incidents can cripple employee productivity, resulting in lost revenue and the tainting of customer perception. Everbridge’s Digital Operations Platform enables their customers to deliver better services with lesser resources, leverage automation technologies, and orchestrate and operationalize response processes.
During this comprehensive live demo, Mike will discuss how customers have leveraged the platform to speed up their digital transformation and to drive remediation-first as part of the incident response strategy.
-
Track 5: Tools & Technology – Demonstrations Labs
ITSM and ESM in the Bigger World – A Modern Approach of ITIL for the Enterprise
Stephane H. Maes, Ph.D., CTO and CPO, IFS assystDevOps | ITILStephane H. Maes
Ph.D., CTO and CPO, IFS assyst
Code: General
As businesses and business trends continue to evolve so do the tools of each line of business within the organization. During this session, Stephane will explore the current evolutions of ITIL, ITSM, ITOM, DevOps, ERP, and other enterprise and industry applications, as well as how these changes are bringing organizations closer to digital transformation. He will provide lessons learned and recommendations on how to best combine these tools and practices while keeping the “separation of concerns” at the forefront. Stephane will discuss how digital transformation and ITIL will take organizations on a path of business maturity with omnichannel self-service and automation as well as how they can help grow the business faster while maintaining employee retention.
-
Track 5: Tools & Technology – Demonstration Labs
ITSM Predictions – Future Trends vs. Present Reality
Eric Wrazen, Product Manager, C2AI | ITSMEric Wrazen
Product Manager, C2
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 1: IT Leadership & Strategic Management
ITIL 4: Strategy in a Changed Industry
David Cannon, ITIL v3 and ITIL 4 Author, Executive Vice President, nfiniti3ITIL | Service StrategyDavid Cannon
ITIL v3 and ITIL 4 Author, Executive Vice President, nfiniti3
Code: Beyond Beginner
When the ITIL v3 Service Strategy book was released, cloud was in its infancy, AI was something talked about in high tech labs and agile was what we stretched to achieve in yoga classes. The latest wave of innovation in technology has changed the way your organization thinks and works. So what does ITIL have to say about that? What did they get right and wrong in v3 and what did they do about it? David Cannon wrote the 2011 edition of Service Strategy, and he is back as lead editor and author of the new ITIL 4 Digital and IT Strategy book. Hear what has changed between then and now, and how it affects you and your role.
-
Track 2: Organizational Change Management
A “Nua” Way of Working: Reimaging Work, Workforce & Work Practices
Christopher Flanagan, VP of Digital Transformation, PrudentialChange Management | Culture | Leadership | StrategyChristopher Flanagan
Christopher Flanagan, VP of Digital Transformation, 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 ElephantCulture | Organizational ChangeRobin 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 ElephantAgile | DevOpsGeorge 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 ElephantAI | Machine Learning | Problem ManagementTroy 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
Ask Me Anything: What Service Management and ITIL Practitioners Need to Know about DevOps to Stay Relevant
Gene Kim, CTO, Researcher, Founder of IT Revolution, and Co-author of The Phoenix Project, The DevOps Handbook, and The Unicorn ProjectAgile | DevOps | ITILGene Kim
CTO, Researcher, Founder of IT Revolution, and Co-author of The Phoenix Project, The DevOps Handbook, and The Unicorn Project
Code: General
ITIL practitioners often fear being marginalized as development groups get more budget and power. With the advent of cloud, the velocity of change is breathtaking. Development groups are quickly releasing features to market, and saving the business money, while helping the business win. This agility and the cost savings delight the business – and with good reason – it terrifies control practitioners. If controls are easily marginalized in a conventional IT organization, DevOps can completely bypass controls. In reality, DevOps aligns the former adversaries of Dev and Ops, while ITIL needs to enable the ludicrous speed or be left behind.
In this session, Gene will share his thoughts on how ITIL practitioners can ensure they stay relevant, and he will answer questions from anyone on how to survive and thrive in this new world.
-
Power Hour
Enterprise Service Management – How to Use ITIL 4 to Sell It and Deliver It!
Barclay Rae, Consultant, Author, Podcaster and ITIL 4 ArchitectITIL | ITSMBarclay 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 POOLSIDE RECEPTION – Reconnect. Reenergize. RevITILize!
- 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 ElephantCulture | IT Governance | LeadershipTroy 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 ElephantAsset Management | Strategy | LeadershipCharlie 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 1: IT Leadership & Strategic Management
A Leader’s Guide to Value Stream Mapping
Jennifer Wels, Senior IT Management Consultant, Pink ElephantITIL | LeadershipJennifer Wels
Senior IT Management Consultant, Pink Elephant
Code: General
What do IT leaders need to know about ITIL 4’s Value Stream Mapping beyond the certification courses? In this “clinic”, Jennifer’s discussion will provide very specific guidance and advice to IT leaders about:
- When should an IT organization execute value stream mapping exercises?
- Who should be involved in executing a value stream map?
- What steps are involved in value stream mapping?
- What is the output?
- How does value stream mapping relate to the ITIL 4 Guiding Principles?
-
Track 3: Integrated Service Management
The Key Roles of SLIs, SLOs, SLAs, and Error Budgets within DevOps
George Spalding, Vice President & Executive Consultant, Pink ElephantDevOpsGeorge 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.
-
Track 5: Tools & Technology – Demonstrations & Labs
How To Implement Incident, Problem & Change Management Using PinkATLAS
Matthew Bowles, Principal IT Management Consultant, Pink ElephantChange Management | Incident Management | Problem ManagementMatthew Bowles
Principal IT Management Consultant, Pink Elephant
Code: General
Matt is on hand to showcase PinkATLAS, an online reference tool containing several hundred documents, checklists, process maps, templates, podcasts, webinars, access to online books, and many more items.
Using the tool, Matt will walk you through the scenarios of how to implement Incident, Problem and Change Management according to ITIL v3 best practices. During the past fifteen years numerous organizations have used PinkATLAS as their “consultant in a box”. You will also have an opportunity to ask your most pressing questions about implementing these three popular processes.
Closing Remarks & Keynote Speaker
Ben Nemtin, Bestselling Author
Five Steps to Make the Impossible Possible
- 8:30 AM - 10:10 AM

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!

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 ElephantBusiness | Culture | Leadership | LeanTroy 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 ElephantCulture | Organizational ChangeJennifer 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 LLCDevSecOps | ITIL | Service Value ChainGary 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
Ask the DevOps & Agile Experts – Q&A Panel Discussion
Facilitated by David Ratcliffe, President, Pink Elephant
George Spalding, Vice President & Executive Consultant, Pink Elephant
Russ Scadden, Managing Director, Application Engineering, Brigham Young University
Agile | DevOpsFacilitated by David Ratcliffe
President, Pink ElephantGeorge Spalding
Vice President & Executive Consultant, Pink ElephantRuss Scadden
Managing Director, Application Engineering, Brigham Young University
Code: General
David’s expert consultants are on hand to share their knowledge and best practices for how to roll out the many facets of DevOps and Agile, including how to cement the highly collaborative, communicative, and integrated IT/business culture needed to succeed. Bring all your questions and issues – ask the panel anything you want about how to implement specific processes and practices, or general questions about how to plan and roll out your projects and initiatives – they have the answers!
-
Track 4: ITIL – The Evolution and Revolution
Problem Management in Practice: How to Use AI to Move from Reactive to Proactive
Charlie Miles, Principal IT Management Consultant, Pink ElephantAI | Problem ManagementCharlie Miles
Principal IT Management Consultant, Pink Elephant
Code: General
As organizations undergo digital transformation, they are exploring new ways to deliver IT service management. The traditional model is changing, and a new way of thinking and working has arrived with cognitive service management and AI. One such area of IT service management that lends itself well to and can be enabled by digital automation, AI, and cognitive learning, is problem management (PM). Charlie will start this session with an enlightening overview of the very important difference between reactive and proactive PM and will then profile how organizations can achieve new levels of advancement that include increased productivity and efficiency using the latest AI technologies.
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 ElephantJennifer 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
The DevOps Engineer
George Spalding, Vice President & Executive Consultant, Pink ElephantCommunication | DevOpsGeorge 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.
-
Track 6: Half-Day Workshops
PinkSCAN – Request Fulfilment, Service Level Management & Service Catalogue
Charlie Miles, Principal IT Management Consultant, Pink ElephantCharlie 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 ElephantMatthew 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
7 Guiding Principles Of ITIL – What They Really Mean In The Real World!
Robin Hysick, Senior IT Management Consultant, Pink ElephantRobin Hysick
Senior IT Management Consultant, Pink Elephant
Code: General
ITIL 4’s Service Value System includes 7 Guiding Principles and in this very educational session, Robin takes you into a deep dive about what each of them really means and what very important actions and activities should be executed with each in the real world. Bringing Organizational Change Management concepts into the fold, you will leave with a needed understanding about “how to” and just “what to” take into consideration when you implement best practices according to ITIL.
-
Track 6: Half-Day Workshops
How to Create Effective Service Level Agreements (SLAs)
Troy DuMoulin, Vice President, Research and Development, Pink ElephantTroy 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