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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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!

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

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®.

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.

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.

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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!

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

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.

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.