Knowledge Translated Into Results IT Service Management Conference & Exhibition February 17-20, 2019 | Bellagio, Las Vegas 23 rd Annual International Pink Pre-Conference Courses February 15-17 Conference Dates February 17-20 Post-Conference Courses February 21-23 LAST EARLY BIRD ENDS October 26 The Industry’s #1 Event! “…a must attend event. Simple as that – you’ve really got to be here.” “This was my first Pink conference and it was the absolute BEST conference I have ever attended.”
Transcript
Knowledge Translated Into Results
IT Service Management Conference & ExhibitionFebruary 17-20, 2019 | Bellagio, Las Vegas
23rd Annual International
Pink
Pre-Conference CoursesFebruary 15-17
Conference DatesFebruary 17-20
Post-Conference CoursesFebruary 21-23
LAST EARLY BIRD ENDS October 26
The Industry’s #1 Event!
“…a must attend event. Simple as that – you’ve really got to be here.”
“This was my first Pink conference and it was the absolute BEST conference I have ever attended.”
Join Us For Pink19The Industry’s #1 Event!
pinkelephant.com/pink19 1-888-273-PINK 3Pink19 – 23rd Annual International IT Service Management Conference & Exhibition2
Robyn BenincasaBuilding World Class Teams: The 8 Essential Elements Of Human SynergyWhat do the world's most successful teams have in common? Answer: The ability to upgrade their “Teamwork” to “Human Synergy!” Robyn will take you on a fast-paced multimedia adventure that visually and viscerally imparts the attitude and mindset that allows groups of ordinary people to accomplish truly extraordinary feats together, especially when the stakes are high, the goals are audacious, and constant change is the only thing your team can count on (aside from one another!)
Now in its 23rd hugely successful year, our annual event is globally recognized as the world’s premier IT Service Management (ITSM) conference.No one comes close to delivering the same level of content – NO ONE!Our theme, Back To The Future, gives you a key focus on the updated ITIL® best practice framework.So, hop on your hoverboard…and adjust your flux capacitor! Make your way to Pink19 – we have it all: ITIL (updated!), Agile, Lean, a NEW approach to DevOps, Integrated Service Management, Organizational Change Management, Design Thinking and more! There is something for everyone – strategic, tactical, operational – we’ve got you covered! In fact, this is one of the main reasons why so many organizations bring entire teams to the event!We’ll show you how to go beyond just theory to really drive business value.
Keynote & Featured SpeakersThe world is filled with truly courageous and inspirational people who make a difference, and each year we bring you the best!
Who Should Attend Pink19?There’s something for everyone in the comprehensive and power-packed 12-track program.• C-Level, including CIOs/CTOs/CSOs• IT Directors, VPs• IT Service and Support Managers• Service Desk Managers• IT Infrastructure Managers• Process Owners• Senior Support Analysts• Quality Managers• Service Level Managers• Project/Program Directors and Managers• IT Auditors, IT Consultants• IT Suppliers/Vendors• Anyone seeking to better understand how to adopt,
adapt and apply business best practices
Admiral William H. McRaven – United States Navy (Ret.)Make Your Bed: Little Things That Can Change Your Life ... And Maybe The WorldThe former University of Texas System Chancellor William H. McRaven led one of the nation's largest and most respected systems of higher education until his retirement in June 2018.
His book, Make Your Bed: Little Things That Can Change Your Life...and Maybe the World (April 2017), reveals the ten fundamental life lessons that Admiral McRaven learned in Navy Seal training that help readers face and overcome challenges in their lives, and ultimately change the world!
Wayne CotterEvent HostA hilarious former IT geek and a highly-experienced emcee, Wayne Cotter brings laughter to all who are around him. From observations about daily life to personal stories of his varied experiences as an engineer, entertainer and parent, Wayne is known for his clever, original humor and his warm and engaging persona.
“Always an awesome event and one I look forward to every single year. Thank you for all you do!”
The highly-rated keynote speaker, Jeremy Gutsche, delivering his inspiring address to Pink18 attendees.
David Ratcliffe, President, Pink ElephantIT Leadership Lessons Learned From "Back To The Future" Joined by:
Troy DuMoulin, VP, Research & Development andGeorge Spalding, Executive Vice President, Pink ElephantAnd one or two surprise guests!In the mid-1980s, the now-classic movie, Back To The Future was released. At the same time in the UK, a team of IT nerds were producing the first volumes of IT best practices, which came to be known as ITIL.
The movie provides us with “rings of truth” including plenty of IT leadership lessons – yes, that’s right! So, strap in for this closing keynote session. We’re going to turn on our very own flux capacitor and blast off into a new era of knowledge and practices, led by some of Pink’s leading time travel and IT experts. The speakers will each introduce their favorite clips from the movie and explain how what we saw in 1985 reminds us of so many “new” practices we’re still trying to come to grips with today – ITIL, Lean, DevOps, Organizational Change Management and more – they were all there in plain sight in Back To The Future (the Best Practice Edition!)
SeePage 19 For Early Bird Details
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Back To The Future | ProgramFramework fatigued? No worries! We got you covered.
If your goal is to drive business value (and it should be), we’ll show you how to do it using best practice frameworks and methodologies like ITIL, Lean, DevOps, Agile, IT Leadership, Organizational Change Management, Business Relationship Management, and more! 12 tracks, 120+ sessions – 1 dynamic experience!
Power HourTake a look at this lineup of heavy duty hitters! The Power Hour includes an awesome lineup of high profile speakers, who we are featuring in a very special way. Instead of scheduling only one keynote general session on Monday and Tuesday afternoons, there are several very powerful sessions each day to choose from! Choose the one that’s right for you and your areas of interest.
How To Find Your Inner Herbie So You Can Focus & Get Stuff Done (In A World Gone Mad!)Jonathan Hinkle, Vice President, Director Of Information Technology, First Fidelity BankCode: GeneralJonathan discusses how to best use your greatest asset – your attention. He will use the story of Herbie, from Eli Goldratt’s book, The Goal, to explain what prevents individuals and teams from accomplishing their dreams.
15 Essential Practices For DevOps Success – Part One & Part TwoGeorge Spalding, Executive Vice President, Pink ElephantCode: GeneralGeorge explains the exclusive-to-Pink ‘Full Stack’ approach, which integrates best practices such as Lean, Agile and ITIL/IT Service Management.
David Ratcliffe, President, Pink ElephantLeadership and team motivator expert David Ratcliffe will present two power hour sessions.The Great IT Gig In The SkyCode: GeneralUsing one of the most famous albums of all time as a backdrop, Dark Side of the Moon, David highlights nine traits of today’s “modern and progressive” IT organizations.
Work With Me: The 8 Blind Spots Between Men & Women In BusinessCode: GeneralDavid provides an overview of the book, Work With Me, and its key teachings about the eight blind spots between men and women in business.
Great Balls Of Fire! How To Stay Motivated No Matter What!Denise Ryan, Motivational Pyromaniac,FireStar SpeakingCode: GeneralDo you live your life with fire and enthusiasm? Denise offers you a series of questions and a six-step process to determine if you BURN!
WarTroy DuMoulin, VP, Research & Development, Pink ElephantCode: Beyond BeginnerOne of Troy’s favorite albums, War by U2, sets the stage for his entertaining but very educational discussion about Integrated Service Management.
Sunday Pre-Conference OptimizersMaximize your learning! Start your Pink19 conference experience on Sunday afternoon with one of these value-add breakout sessions.
Agile Scrum Optimizer: How To Accelerate Speed & Business ValueMatthew Bowles, Director Of Professional Services, Pink ElephantCode: GeneralMatthew provides an overview of key best practices associated with Agile and Scrum, and profiles very exciting details about the related certifications.
DevOps Optimizer: DevOps Explained (Really!)Graham Furnis, Management Consultant, Pink ElephantCode: GeneralIs your head spinning trying to understand what DevOps is and what it can do for your organization? Graham will clear up the confusion and debunk the myths and misconceptions around DevOps.
ITIL Optimizer: The Purpose & Value Of Adopting ITSM & ITILCharlie Miles, Principal Consultant, Pink ElephantCode: Beyond BeginnerFor almost 25 years this best practice framework for IT Service Management has enabled IT organizations to be more productive, effective, service oriented and process-minded.
Leadership Optimizer: The Lean IT LeaderTroy DuMoulin, VP, Research & Development, Pink ElephantCode: Beyond BeginnerAre you a senior IT manager or aspiring to become one? Learn the difference between Lean Leadership and traditional leadership styles, in order to be successful in your role.
Lean Optimizer: Designed & Re-Designed Processes With Lean ThinkingBeverly Parker, Management Consultant, Pink ElephantCode: BeginnerBeverly explains Lean’s origins and major guiding principles. You’ll walk away with an understanding of what Lean Management is, and an awareness of its business and IT value.
OCM Optimizer: Understanding & Applying Organizational Change ManagementRobin Hysick, Organizational Development Advisor, Pink ElephantCode: GeneralChange. Is. Hard. But wait – there's good news! Robin will address how to navigate the people side of change and manage successful projects and transformation initiatives.
Platinum Pass Optimizer: Ask The Pink ExpertsGary Case, Principal Consultant, Pink ElephantJack Probst, Principal Consultant, Pink ElephantCode: GeneralThese exclusive sessions are for attendees who purchase a Platinum Pass. Spend quality Q&A discussion time with the best senior ITSM consultants in the industry. Ask them anything you want – they will have the answer!
Process Maturity Optimizer: Using CMMi To Understand & Improve The Value Of Your ProcessesJennifer Wels, Management Consultant, Pink ElephantCode: GeneralAre your ITSM processes “defined?” Are they fully “optimized?” Do you know what these mean, and why it’s important for you to know? Attend this session to learn about the key concepts and guiding principles of “process maturity”.
Track 1: IT LeadershipSeasoned IT leaders and business experts will provide best practices and proven and practical how-tos for effectively managing and leading people through the process of organizational and cultural change.
The Strategic CIO’s First Day: In Search Of IT Operational ExcellenceGeorge Spalding, Executive Vice President, Pink ElephantCode: GeneralIt's your first day on the job as the CIO and the IT department is operating far below par. George will show you how to turn this disaster into an opportunity to shine.
Jack Probst, Principal Consultant, Pink ElephantJack will be presenting three exciting sessions in this track.Business Relationship Management – How To Become More InfluentialCode: GeneralJack discloses steps you can take to improve your ability to be influential, which is an important quality for roles such as business relationship managers, project managers, process owners, and consultants, among others.Goal Setting: A Leadership PrimerCode: GeneralJack introduces you to the key concepts of goal setting and how to apply the high-performance cycle in your organization.
Applying Goal Setting To High Performance TeamsCode: GeneralThis session will explore the practical side of goal setting and management for today’s team-oriented IT organizations.
Use Your 20/20 Vision To Successfully Lead & Manage Transformational ChangesDavid Ratcliffe, President, Pink ElephantCode: Beyond BeginnerDavid will outline the core phases and activities within the “Pink Elephant 20/20 Change Model” and the important enablers and dependencies that need to be understood and in place for ANY change model to be used effectively.
A Day In The Life Of A Business Relationship ManagerJana McDonald, Business Relationship Manager, Texas A&M University – ITCode: Beyond BeginnerJana will use her personal experiences to take a deep dive into the first year of BRM within Texas A&M University and discuss what worked well, what didn’t, and the lessons learned along the way.
Track 2: IT Strategic ManagementFind out how to apply a strong IT strategic business perspective from pioneering and innovative CIOs, senior IT leaders and leading industry experts.
Jazz Up IT Leadership Structures & Systems To Accelerate ValueTroy DuMoulin, VP, Research & Development, Pink ElephantCode: Beyond BeginnerIs your IT ‘orchestra’ performing together harmoniously – or are some members playing off key or even playing an entirely different melody? Troy will explain how to get your team performing like a jazz ensemble.
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Jack Probst, Principal Consultant, Pink ElephantJoin Jack for one, or both, of his sessions in this track.
Systems Thinking & Lean: A Confluence For SuccessCode: GeneralJack explains what "systems thinking" is and provides examples for how organizations have applied these valuable tools to achieve long term success.
Wheels Of FireCode: GeneralJack uses one of his favorite albums of all time, Wheels of Fire by Cream, to help him illustrate13 best practices that today's most successful IT organizations use.
Transforming IT Into A Valued Business Partner Mark Clark, Vice President & Chief Information Officer, Corning IncorporatedCode: Beyond BeginnerMark shares an inspiring story of Corning IT’s transformational journey from a reliable utility provider to a strategic business partner that provides sustainable value and delivers tangible economic value.
Linking Innovation To Business ObjectivesDavid Ratcliffe, President, Pink ElephantCode: GeneralDavid explores key competencies necessary for leaders to create a culture of information and knowledge sharing that enables risks to become apparent so they can be mitigated and also allows for opportunities to be discussed and exploited.
Model Services: An Architecture-Driven Approach To Improving Service PerformanceJames Jones, IT Service Management Architect, The Boeing CompanyCode: Beyond BeginnerJames discusses how the IT service modeling effort at Boeing is being used to identify and document the technical and non-technical components of each IT service, as well as to establish relationships among the various constituents of the service’s ecosystem.
The 5 Keys To Unlock Successful IT TransformationDon Ruse, Partner, Axiom Consulting PartnersCode: Beyond BeginnerDon shares how leaders successfully enable organizational transformation by focusing on what he describes as the “Five Keys To Success.”
Vision, Strategy & Leadership: Service Intelligence – The Next Wave Of ITSMJan-Willem Middelburg, Vice President, Pink Elephant, AsiaCode: GeneralCan clever algorithms and smart technologies help deliver a service experience that is above and beyond user expectations? Jan-Willem will explain how discoveries in big data, machine learning and AI are reshaping the future of ITSM.
Lessons In Leadership: A Service Integration JourneyMarty WilliamsVice President Of Technology, NIC Inc.Code: Beyond BeginnerDuring this session, Marty will discuss how NIC’s nearly five-year service integration journey has yielded tremendous results. The organization has experienced unparalleled success in speed to market, service availability, customer satisfaction and employee engagement.
Track 3: Lean IT & AgileFast becoming “must-have” tools, senior IT leaders are embracing the principles of Lean and Agile to gain improved efficiency and productivity.
Improving Instruction & Learning With Enterprise Capacity ManagementJames Alther, Senior IT Director, Los Angeles Unified School DistrictCode: GeneralAttend James’ session to hear how LAUSD used ITSM frameworks and Lean best practices to successfully conduct an Enterprise Capacity Management program, directly impacting the instruction and learning necessary to meet the worthy goal of increasing student graduation rates.
George Spalding, Executive Vice President, Pink ElephantUsing his extensive experience on this topic, George will be presenting two sessions in this track.ITIL & Lean: So Happy Together!Code: GeneralImagine Lean and ITIL the way we do – working together to help your organization meet its goals. George will discuss how to take your current ITIL processes and adapt them to Lean techniques.
The Agile Manifesto: 21st Century Project ManagementCode: GeneralIn recent years, Agile has challenged the status quo, making many uncomfortable with this new methodology. What's all the fuss about? George will explain why Agile has become so popular and how it can help your organization.
Project Failure & The Tyranny Of Un-Planned WorkTroy DuMoulin, VP, Research & Development, Pink ElephantCode: Beyond BeginnerIf your team is missing the mark on delivering business objectives on time and on budget, this session is for you. Troy will discuss how to minimize disruption from unplanned work and drive customer value.
Gary Case, Principal Consultant, Pink ElephantGary is a leading expert on Lean – join him for two sessions in this track.
The Lean DMAIC RoadmapCode: GeneralTaken from Pink's Lean IT certification courses, Gary presents an overview of one of Lean's core teachings – the DMAIC model.
Top 5 Skills For Lean LeadersCode: GeneralWhat exactly is Lean leadership and is it different than other leadership concepts? In this session, Gary will share what he believes are the top five skills needed to be a successful Lean Leader.
Something From Nothing: From Fragile To Agile At A High-Touch Private BankAndrew Grutza, Project Management Office, Agile Center Of Excellence, First Republic BankCode: Beyond Beginner During this session, Andrew will describe the challenges faced at First Republic Bank when starting an agile transformation from scratch and the challenges his team faced along the way.
Who Really Is The Voice Of The Customer?Cathy Kirch, Former President, itSMF USACode: GeneralCathy provides actionable approaches to move from insights to action. She discusses how to define your customer both internally and externally and how to plan your VoC Program.
Who Really Is Your Customer – It’s Not Always Who You Think!Kirsten Eriksen, Senior Consultant, Equinox ITCode: Beyond BeginnerKirsten discusses a range of service design as well as Lean and customer experience techniques to help you understand who your customer is, (hint: it’s not always who you think it is) and how to gain an understanding of what will satisfy that customer’s need.
Summer Is Coming! Achieving Leaner Incident Management By Using Value Stream MappingGabriel Lopez, Program Manager, IMS Global Service Quality, Dell EMCCode: Beyond BeginnerGabriel shares Dell EMC’s best practice approach to value stream mapping (VSM) and how it has been applied to one of its Regional Centers of Excellence (CoE).
The Amazing Effectiveness Of A Successful Kaizen EventSean Goss, Manager, Technology Services Process Improvement, Cable ONECode: General Sean discusses how Cable ONE, using Lean IT tools, was able to significantly increase the quality of service provided and improve overall customer satisfaction.
Track 4: ITIL & IT Service ManagementWhat do IT support managers need to know to achieve operational excellence? Find out from leading support industry experts and case study practitioners featured in this track.
Troy DuMoulin, VP, Research & Development, Pink ElephantTroy will be presenting two exciting sessions in this track. ITIL – Get Your Update Here!Code: GeneralItching to know more in4mation about the new ITIL 4 release? Troy will give attendees an exclusive look into the new release and what it means for your organization. Integrating Normal Incident, Major Incident & Service Continuity ManagementCode: GeneralTroy provides an overview of the three separate processes and outlines how they are related, and how each one is triggered to support the rapid escalation or de-escalation of your service recovery processes.
Don’t Let Cultural Debt Bring You Down!Kris Dalmolin, Information Services Director, City Of EugeneCode: GeneralDoes your organization have cultural debt? Join Kris as she explains what it is, and how the City of Eugene has been tackling their cultural debt and customer perception one question at a time.
Stop Playing Catch Up & Own Your DestinyDon Zimmer, Vice President Of Network Operations, TotalplayCode: Beyond BeginnerDon describes how Totalplay was determined to prove that service performance and availability was their top priority and how, within 18 months, Totalplay had reorganized and implemented a new process architecture, as well as raised its operational maturity.
Move Over! Get Out Da Way, Get Out Da Way!Kris Hurley, Manager, Change & Problem Management, American FidelityCode: GeneralKris takes you on the American Fidelity journey – how they went from low value ‘production control’ to a high-performing change enablement team on the forefront of organizational change.
Never Waste A Good Disaster – Anatomy Of A Major IncidentPeter Hubbard, Principal Consultant,Pink Elephant UKCode: GeneralJoin Peter as he discusses how to create a major incident process and the dos and don’ts of how to manage them.
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IT Professionals Need To Become 'Human-Centered' Change AgentsKirsten Eriksen, Senior Consultant, Equinox ITCode: GeneralKirsten will explore a range of approaches, sourced from Agile, Lean, neuroscience, organizational development and change management practices to give you new tools to become a 'human-centered' change agent.
Leading Organizational Change To Achieve Service ExcellencePeter McGarahan, Senior Director Of IT, First American FinancialCode: Beyond BeginnerPeter shares his personal experiences, detailing how his team was able to gain a commitment from senior leadership that translated into business confidence and buy-in, enabling the delivery of valued services that were reliable, responsive and quality-minded.
Organizational Change Management Is EASY – You Go First!Carol Christobek, Director, Business Transformation Office, AshlandCode: GeneralCarol discusses the change management techniques that have provided the most value during Ashland's change journey, including the best practices of “project why” as well as “project how.”
Robin Hysick, Organizational Development Advisor, Pink ElephantRobin, an organizational change superstar, will present two sessions in this track.Managing Change & Projects Successfully Through Stakeholder Engagement – Part 1 & Part 2Code: GeneralJoin Robin in this must-attend two-part session that illustrates how people are the secret sauce for successful change initiatives.
Understanding Lewin’s Model: Unfreeze. Change. Refreeze. Code: GeneralRobin shares several methodologies taken from Pink’s certification course on Organizational Change Management, including a major focus on Lewin’s Three-Stage Model.
So You Want To Change Culture, Now What?Elaine Lauritzen, Managing Director, Support Services, Office Of IT, Brigham Young UniversityCode: GeneralJoin Elaine as she takes you on the journey of culture change at BYU and how they have been able to purposefully change from a culture of silos and distrust to one of teamwork and trust.
The Secrets To Herding Cats & Employee EngagementLisa Lindenfelser, Organizational Change Management Manager, Dart ContainerCode: GeneralLisa will focus on how to use an organization’s greatest asset – its people – to accomplish everything needed, and more, in a Service Management implementation.
Teaching An Old Dog New Tricks – The Path Of Starting OverNicole Chesmore, AVP – IT Security, Infrastructure, Service Management & IT Procurement, Grinnell Mutual Reinsurance Co.Code: Beyond BeginnerStarting an ITSM implementation in an organization set in their ways can (and will) present challenges, confusion and fear! Nicole will share her personal experiences of leaving an organization with a mature Service Management environment and starting from scratch at a new organization.
Track 7: Integrated Service ManagementThe interconnectivity of several new and long standing methodologies and best practices supporting ITSM is the key to delivering IT services better, faster and cheaper. Learn how ITIL, DevOps, Lean, Agile, BRM, and Organizational Change Management all work together to create true business value.
Troy DuMoulin, VP, Research & Development, Pink ElephantTroy will present two sessions as part of this track.Aligning Complex IT Supply Chains With Service Integration & Management (SIAM)Code: Beyond BeginnerIn this practical session, Troy will describe how organizations use process and service governance structures including the creation of a SIAM function to create common practices across diverse internal and external supplier environments.Digital Transformation Requires Digital Standardization & An Integrated Approach!Code: Beyond BeginnerDigital transformation translated to IT Service Delivery means accelerating speed to value by finally addressing decades of growing cultural, process and technology technical debt.
Fundamentals Of Process DesignTony Krasinski, Master Process Analyst, Process Management & Engineering, Erie Insurance GroupCode: Beyond BeginnerTony will share how Erie Insurance has been leveraging principles from Lean Six Sigma, business modeling, ITIL and Organizational Change Management to accelerate process improvement.
Maintaining Your Sanity While Incorporating DevOps, Agile, Scrum & Hybrid Cloud Models Into Your Existing ITIL & ITSM FrameworksJohn Parker, Senior Manager, Global Data Center Operations & Disaster Recovery, EsriCode: Beyond BeginnerJohn will explain how Esri used an integrated approach focused on ensuring the business needs of the organization came first in every decision while implementing their existing ITSM frameworks.
Creating A Competitive Advantage Through Human-Centered ITIL Service DesignKatrina Macdermid, Former Service Design Advisor, QantasCode: GeneralKatrina will explain the framework of human-centered ITIL Service Design and how using it has enabled airlines and major organizations to identify how to improve end user experience and staff efficiency.
Track 5: DevOpsThere are many misconceptions today about what DevOps is and what it is not! Speakers in this track discuss the ins and outs and profile how to gain real business benefits from DevOps.
George Spalding, Executive Vice President, Pink ElephantGeorge will present two sessions as part of this track.DevOps, Antifragile Or SRE – One From Column A, One From...?Code: Beyond BeginnerAttend this very informative session to learn more about how site reliability engineering and antifragile practices can help you support the pillars of DevOps success in your organization.
The DevOps “Health Check”Code: GeneralThe doctor is in! George takes you through many key questions that you can use to rate the maturity of your organization’s DevOps practices.
Graham Furnis, Management Consultant, Pink ElephantGraham will present two sessions as part of this track.DevOps & ITIL’s Release Management: A Rose By Any Other Name…Code: GeneralIs Release Management an old process with a new name? In this session, find out how there's "life in the old Release Management, yet"!
DevOps: The Full Stack ApproachCode: GeneralTaken from Pink’s new certification course, DevOps Essentials, this session provides a new and unique perspective of DevOps through the ‘Full Stack’ of culture, practices and automation.
Earn Your Wings: A New Approach To DevOps & Change GovernanceBianca Swartz, Infrastructure Lead, Group Technology, Standard Bank Of South AfricaCode: Beyond BeginnerIn response to an organization-wide Agile and DevOps transformation, the "Earn Your Wings" model was launched. Learn how this model redefined governance at Standard Bank and how you can use this way of thinking within your organization!
DevOps Is Going To Fail...UnlessPaul Wilkinson, Director & Co-Founder, GamingWorksCode: BeginnerAttend this session to learn why DevOps has become an ‘imperative’ for survival for many organizations to support and enable their digital transformation and how you can ensure your organization's implementation succeeds!
Track 6: Organizational Change ManagementOrganizational Change Management is the approach for transitioning individuals and teams to a desired future state. It involves managing the effect of new business processes, changes in organizational structure and/or cultural changes within an enterprise. Simply put, Organizational Change Management addresses the people side of change.
Creating A Disney-Like Customer Experience With IT Humans... Believe Me, It Is PossibleMark Morrell, Director Of Customer Service – Office Of IT, Brigham Young UniversityCode: GeneralBuilding a customer-focused culture in an IT organization can be one of the most challenging, yet most rewarding moments. Mark will discuss how he has taken the universal customer service principles learned during his career at Disney and applied them at Brigham Young University.
Don’t Fear Change, Embrace It! How A Global Service Desk Transformation Is Enabled By Leadership & Cultural ChangeMichiel van der Weijden, Manager 1st Line Global Service Desk, VanderlandeCode: Beyond BeginnerMichiel describes how Vanderlande is successfully delivering on their organization’s business objectives using ITIL Service Management practices.
Gary Case, Principal Consultant, Pink ElephantJoin Gary for these two power packed sessions.Leading Change: Best PracticesCode: GeneralIf you're a manager who is currently leading any aspect of a change at any level of your IT organization, understanding Kotter’s eight-step change process is a must-know, and this is a not-to-be-missed session.
The Biggest Challenges Of An ITSM Program Manager & How To Overcome ThemCode: GeneralLeading others through major organizational and process change for any program and/or project manager can be a daunting task! But there is a right way versus a wrong way to go about it.
Visit pinkelephant.com for more detailed descriptions and the full program.
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Track 8: Tools & TechnologyCase studies, suppliers and industry experts show you what it really takes – such as successful process implementation, integration and the monitoring of service performance – to take advantage of continual improvement opportunities.
AI & ITSM – Reactive Vs. Proactive Vs. PredictiveGeorge Spalding, Executive Vice President, Pink ElephantCode: GeneralGeorge will discuss the expected consequences of AI on various areas of ITSM including network management, Service Level Management, Change Management and Incident Management – reactive versus proactive versus predictive.
Don’t Sabotage Your IT Service Management Automation Project!Linda Lenox, IT Support Director, CURO Financial Technologies CorpCode: Beyond BeginnerExecuting ITSM automation is a journey fraught with peril and pitfalls. Linda shares lessons learned about how to avoid the pitfalls that can sabotage an ITSM project.
Prepare Now For An AI-Assisted ITSM StrategyJennifer Wels, Management Consultant, Pink ElephantCode: GeneralThe AI train is picking up speed and your organization needs to be ready to jump on board. In the not-too-distant future, AI will be used to make our lives easier – both professionally and at home.
Service Management In A Cloudy WorldCharlie Miles, Principal Consultant, Pink ElephantCode: GeneralCharlie will differentiate the various types of cloud services and provide basic guidance on how to become more strategic and tactical in your Service Management approach.
IT Incident Response Automation: IT's Time To (Re)gain Control Of Your PerformanceVincent Geffray, Senior Director Of Product Marketing, EverbridgeCode: GeneralVincent will share the eye-opening results from various surveys on the state of incident and response management and how the lack of response automation, communication and collaboration hurts everyone.
The Value Of Modernizing Service ManagementChuck Darst, Product Marketing Manager, CherwellCode: GeneralDigital transformation is revolutionizing service management, but it can be hard to know where to start and how to focus your efforts to maximize its value. During this session, Chuck will present a modern view of service management including how it benefits organizations inside and outside of IT.
Are You Making These Three Data Privacy Mistakes?Christopher T. Kuhn, COO & Member Of The Board, OTRSCode: GeneralDuring this session, Christopher will address the three common data privacy mistakes that are being made by organizations in relation to the new GDPR regulations.
Enterprise Risk Management In Action: Beavers, Dams, Drones & Discipline!Chad Evans, Vice President Of Corporate Services, Ontario NorthlandCode: GeneralDuring this session, Chad will explore a real-world implementation of Enterprise Risk Management that greatly enhanced Ontario Northland’s ability to manage and optimize its services.
Track 9: CommunicationKnowing how to communicate effectively is a must-have competency for managers at all levels – in fact, it is a building block for successful organizations.
How Team Dynamics Influence Your Team VelocityRichard de Boer, Lead Trainer & Senior Consultant, Pink Elephant NetherlandsCode: GeneralRichard helps you recognize what the various group development stages are and what your strategy for each stage should be.
The Jelly EffectJack Probst, Principal Consultant, Pink ElephantCode: GeneralLike throwing jelly at a wall, poor communication never sticks. Too much information and not enough relevance is a problem that pervades almost all business communication. So what's the answer? More relevance and a lot less jelly!
Think You’re Communicating Enough? Think Again!Gary Case, Principal Consultant, Pink ElephantCode: GeneralDuring this session, Gary will dig into his consultant's case book to provide real-world examples on organizations who have achieved success when leading change, and how you can too!
“I Said Thank You! What More Do They Want?” The 5 Languages Of Appreciation That Will Transform Your Workplace CultureKaren Tierney, ITSM Senior Analyst, Corning; Certified Facilitator, The 5 Languages Of Appreciation In The WorkplaceCode: GeneralKaren helps you understand the languages of appreciation and how she has used her certification to apply them at Corning.
Quotes From Our Raving Fans!“I thought this was the best professional conference I have attended in my career. Thanks for the GREAT knowledge share, networking and experiences!”
“This was my first time attending a Pink conference. Very impressed! I can't wait to go again!”
“There was so much value jam-packed into this conference. I'll definitely come again – and hope to bring a colleague too!”
“This conference was a great experience. I enjoyed the breadth of subject matter available and the amount of industry expertise.”
Motivation By ChocolateDenise Ryan, Motivational Pyromaniac, FireStar SpeakingCode: GeneralThis session features two things everyone likes: chocolate and motivation! It teaches nine motivational concepts that can help participants get more out of every day, both personally and professionally.
Track 10: Half-Day WorkshopsOnly at Pink’s conference! No one else provides a half-day free educational session. Choose from one of many workshops ranging from operational to strategic in focus.
How To Implement Problem, Change & Release ManagementJennifer Wels, Management Consultant, Pink ElephantCode: BeginnerJennifer identifies the biggest issues that most organizations have when applying the theory of ITIL to these three key and interrelated processes.
15 Essential Practices For DevOps SuccessGeorge Spalding, Executive Vice President, Pink ElephantCode: BeginnerGeorge 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.
Improving Your World One Step At A Time With Kaizen EventsGary Case, Principal Consultant, Pink ElephantCode: Beyond BeginnerGary provides a practical look at the steps, tools and participants of a kaizen event that enables any organization to finally start making real and lasting change happen in their environment.
Integrated Service Management – An OverviewCharlie Miles, Principal Consultant, Pink ElephantCode: Beyond BeginnerCharlie provides an overview, adds to your knowledge of proven ITSM capabilities and demonstrates how the practices of Lean, Agile and DevOps work together with ITIL processes to enable successful outcomes, remove waste, lower costs and increase business value.
Lean Leadership – Establishing A Culture Of Engagement, Accountability & ExecutionTroy DuMoulin, VP, Research & Development, Pink ElephantCode: Beyond BeginnerTroy presents excerpts from Pink’s Lean IT Leadership Certification Course – quickly becoming one of the highest-rated education programs.
Birds Of A FeatherThe program will include many opportunities to gather with others for discussions based on specific subject matter, frameworks and industry-type in beginner or advanced sessions – we have you covered! Visit our website for more specific details. Have a suggestion?
Networking ReceptionsJoin us Sunday night for a welcome reception including light food and drinks (on us!). Mingle and make new friends. Monday night’s reception is a fun experience with games and more opportunities to connect with like-minded IT professionals. Tables will be designated with subject-specific discussion points for an extra value-add!
Tuesday is party time! More fun and games, plus a live band that will kick the get-together up a notch.
Visit pinkelephant.com for more detailed descriptions and the full program.
Pink19 – 23rd Annual International IT Service Management Conference & Exhibition12 pinkelephant.com/pink19 1-888-273-PINK 13pinkelephant.com/pink19 1-888-273-PINK
Pink19 Training & CertificationAdd a course to your conference experience
Send A Team & Save!Register a team of three or more for any Pink19 pass, and each person registered will also receive a $500 training coupon for a pre- or post-conference certification course.
Pre-Conference Certification Courses
ITIL Foundation February 15-17, 2019
Agile Scrum Foundation February 16-17, 2019
Lean IT Foundation February 16-17, 2019
Post-Conference Certification Courses Integrated Service Management EssentialsTM February 21-22, 2019
Business Relationship Management Professional February 21-23, 2019
DevOps EssentialsTM February 21-23, 2019
DevOps Leadership™ February 21-23, 2019
Lean IT Leadership February 21-23, 2019
Organizational Change Management Foundation February 21-23, 2019
ITIL Foundation February 21-23, 2019
COMING TO PINK19 - ITIL 4!ITIL is being updated and the new release "ITIL 4" is scheduled to officially launch at Pink19!Check our website for more details about ITIL 4, including course dates and fees.Sign up for our e-bulletins to stay up-to-date.
DevOps Essentials™ Certification CourseThis is the most comprehensive fundamentals level DevOps certification in the industry!
This DevOps certification course, designed by Pink Elephant, rises above the competition. The DevOps Essentials course provides fresh and unique content to make an immediate business impact including:
• The innovative 'Full Stack' approach to DevOps which, looks at the critical success factors of culture, practices and automation
• 15 essential DevOps practices to drive business value and make an immediate impact
• A DevOps assessment tool to determine where you are in your DevOps journey and understand how to make lasting improvements
This course looks at building a collaborative environment between Operations and Development. Ignoring any of the three critical 'Full Stack' success factors will reduce your ability to deliver business value. You don’t want to be THAT kind of IT department!
20/20 DevOps Vision – Do You Have It? Many IT organizations are not able to take the right business steps towards a true DevOps transformation.
Pink’s DevOps Leadership course is very different – unlike competitors’ offerings, which take a simplistic and very operational view of leadership, ours walks IT leaders through a newly created Pink Elephant 20/20 Change Model that provides the missing pieces needed to move the transformation dial all the way up to realize the full business benefits of DevOps!
Build on the 'Full Stack' of DevOps
This course, designed by Pink Elephant’s expert leadership consultants, builds on the learnings from DevOps Essentials, including the unique 'Full Stack' approach to DevOps, the 15 must-have practices, and the DevOps assessment tool. All will be used to build a customized roadmap to lead cross-functional teams focused on innovation and collaboration to drive business value.
Integrated Service Management Essentials™ Certification CourseNo one else offers you an “Integrated” view of ITSM – NO ONE!We give you a crucial look at how many business approaches can and should all work together.This is one of the most POWERFUL and RELEVANT new certification courses in the industry.Why? Today's successful IT organizations have gained an understanding of how many different frameworks and approaches work together. ALL provide positive contributions – the trick is to understand "fit for purpose." We show you how!Integrated Service Management Essentials addresses how ITIL, Lean, Agile, DevOps, Organizational Change Management and Business Relationship Management practices collectively enable process acceleration, increase efficiency, lower costs and deliver business value.The course promotes the view that an 'integrated' approach to managing these practices is needed (and explains exactly how), and that it is not a matter of "which one do we choose?"Faster. Better. Cheaper – in action!
"Pink is really leading the way with the new Integrated Service Management Essentials course. It's something our industry has really needed the last couple of years."
Visit our website for the full education schedule and course descriptions.
NEW Certifications – Pink Leads The Way Once Again!
Pink19 – 23rd Annual International IT Service Management Conference & Exhibition14 pinkelephant.com/pink19 1-888-273-PINK 15
Sample Agendas – Maximize Your Conference Experience!Attending Pink19 is an extremely valuable investment! With so much great content, it can be challenging to choose exactly which sessions to attend. No problem – we can help! We’ve created several “Sample Agendas” to address specific roles and areas of focus. Check our website for all of them! Below you will find just a few.We can also help create a personalized agenda just for you. Call our Customer Service Team at 1-888-273-PINK.
Sample Agenda #1
Add Business Value Through Integrated Service ManagementThis sample agenda includes sessions that show you how to use many models and frameworks together to achieve success and business value.
Pre-Conference CoursesAgile Scrum Foundation Feb 16-17, 2019
Sunday, February 17, 2019Time Session4:00 p.m. - 5:00 p.m.
Pre-Conference OptimizersITIL Optimizer: The Purpose & Value Of Adopting ITSM & ITILCharlie Miles, Principal Consultant, Pink Elephant
5:00 p.m. - 7:00 p.m.
Welcome Reception & Exhibition Showcase Open
Monday, February 18, 2019Time Session7:15 a.m. - 8:15 a.m.
Early Riser SessionsLeading Change: Best PracticesGary Case, Principal Consultant, Pink Elephant
8:30 a.m. - 10:10 a.m.
Conference Welcome & Opening RemarksKeynote Address: Make Your Bed: Little Things That Can Change Your Life…And Maybe The WorldAdmiral William H. McRaven, USN (Ret.)
10:30 a.m. - 11:30 a.m.
Track 7Aligning Complex IT Supply Chains With Service Integration & Management (SIAM)Troy DuMoulin, VP, Research & Development, Pink Elephant
11:45 a.m. - 12:45 p.m.
Track 8The Value Of Modernizing Service ManagementChuck Darst, Product Marketing Manager, Cherwell
1:00 p.m.-2:00 p.m.
Speaker Will Be Announced Soon!
2:15 p.m. - 3:15 p.m.
Track 7Fundamentals Of Process DesignTony Krasinski, Master Process Analyst, Process Management & Engineering, Erie Insurance Group
3:35 p.m. - 4:45 p.m.
Power HourWarTroy DuMoulin, VP, Research & Development, Pink Elephant
5:00 p.m. - 7:30 p.m.
Networking Reception & Exhibition Showcase Open
Tuesday, February 19, 2019Time Session7:15 a.m. - 8:15 a.m.
Early Riser SessionsUnderstanding & Applying Organizational Change ManagementRobin Hysick, Organizational Development Advisor, Pink Elephant
8:30 a.m. - 10:10 a.m.
Keynote Address: Building World Class Teams: The 8 Essential Elements Of Human SynergyRobyn Benincasa
10:30 a.m. - 11:30 a.m.
Track 7Digital Transformation Requires Digital Standardization & An Integrated Approach!Troy DuMoulin, VP, Research & Development, Pink Elephant
11:45 a.m. -12:45 p.m.
Track 8Are You Making These Three Data Privacy Mistakes?Christopher T. Kuhn, COO & Member Of The Board, OTRS
1:00 p.m. - 2:00 p.m.
Track 8Enterprise Risk Management In Action: Beavers, Dams, Drones & DisciplineChad Evans, Vice President Of Corporate Services, Ontario Northland
2:15 p.m. - 3:15 p.m.
Track 7Maintaining Your Sanity While Incorporating DevOps, Agile, Scrum & Hybrid Cloud Models Into Your Existing ITIL & ITSM FrameworksJohn Parker, Senior Manager, Global Data Center Operations & Disaster Recovery, Esri
3:35 p.m. - 4:45 p.m.
Power HourWork With Me: The 8 Blind Spots Between Men & Women In BusinessDavid Ratcliffe, President, Pink Elephant
5:00 p.m. - 7:00 p.m.
Networking Reception
Wednesday, February 20, 2019Time Session7:15 a.m. - 8:15 a.m.
Early Riser SessionsWheels Of FireJack Probst, Principal Consultant, Pink Elephant
8:30 a.m. - 10:10 a.m.
Closing Remarks & IT Excellence Awards Presentation: IT Case Study Of The YearKeynote Address: IT Leadership Lessons Learned From “Back To The Future”David Ratcliffe, President, Pink ElephantGeorge Spalding, Executive Vice President, Pink ElephantTroy DuMoulin, VP, Research & Development, Pink Elephant
10:30 a.m. - 11:30 a.m.
Track 5DevOps & ITIL’s Release Management: A Rose By Any Other Name…Graham Furnis, Management Consultant, Pink Elephant
1:00 p.m. - 3:45 p.m.
Half-Day WorkshopsIntegrated Service Management – An OverviewCharlie Miles, Principal Consultant,Pink Elephant
3:45 p.m. Conference Ends
Post-Conference CoursesIntegrated Service Management Essentials™ Feb 21-22, 2019DevOps Leadership Feb 21-23, 2019Lean IT Leadership Feb 21-23, 2019
Sample Agenda #2
Lean, Agile & DevOpsLean IT, Agile and DevOps continue to play major roles in transformation initiatives in many organizations. This sample agenda will help you understand what each one REALLY means and how they enable your organization to be more productive, efficient, and business focused.
Pre-Conference CoursesAgile Scrum Foundation February 16-17, 2019
Early Riser SessionsAgile Scrum Optimizer: How To Accelerate Speed & Business ValueMatthew Bowles, Director Of Professional Services, Pink Elephant
8:30 a.m. - 10:10 a.m.
Conference Welcome & Opening RemarksKeynote Address: Make Your Bed: Little Things That Can Change Your Life…And Maybe The WorldAdmiral William H. McRaven, USN (Ret.)
10:30 a.m. - 11:30 a.m.
Track 3Who Really Is The Voice Of The Customer?Cathy Kirch, Former President, itSMF USA
11:45 a.m. - 12:45 p.m.
Track 8The Value Of Modernizing Service ManagementChuck Darst, Product Marketing Manager, Cherwell
1:00 p.m.-2:00 p.m.
Speaker Will Be Announced Soon!
2:15 p.m. - 3:15 p.m.
Track 3Top 5 Skills For Lean LeadersGary Case, Principal Consultant, Pink Elephant
3:35 p.m. - 4:45 p.m.
Power Hour!15 Essential Practices For DevOps Success – Part 1George Spalding, Executive Vice President, Pink Elephant
5:00 p.m. - 7:30 p.m.
Networking Reception & Exhibition Showcase Open
Tuesday, February 19, 2019Time Session
7:15 a.m. - 8:15 a.m.
Early Riser SessionsUnderstanding & Applying Organizational Change ManagementRobin Hysick, Organizational Development Advisor, Pink Elephant
8:30 a.m. - 10:10 a.m.
Keynote Address: Building World Class Teams: The 8 Essential Elements Of Human SynergyRobyn Benincasa
10:30 a.m. - 11:30 a.m.
Track 5Earn Your Wings: A New Approach To DevOps & Change GovernanceBianca Swartz, Infrastructure Lead, Group Technology, Standard Bank Of South Africa
11:45 a.m. -12:45 p.m.
Track 8IT Incident Response Automation: IT's Time To (Re)gain Control Of Your PerformanceVincent Geffray, Senior Director Of Product Marketing, Everbridge
1:00 p.m. - 2:00 p.m.
Track 8Enterprise Risk Management In Action: Beavers, Dams, Drones & Discipline!Chad Evans, Vice President Of Corporate Services, Ontario Northland
2:15 p.m. - 3:15 p.m.
Track 3Summer Is Coming! Achieving Leaner IncidentManagement By Using Value Stream MappingGabriel Lopez, Program Manager, IMS Global Service Quality, Dell EMC
3:35 p.m. - 4:45 p.m.
Power Hour!15 Essential Practices For DevOps Success – Part 2George Spalding, Executive Vice President, Pink Elephant
5:00 p.m. - 7:00 p.m.
Networking Reception
Wednesday, February 20, 2019Time Session
7:15 a.m. - 8:15 a.m.
Early Riser SessionsThe Agile Manifesto: 21st Century Project ManagementGeorge Spalding, Executive Vice President, Pink Elephant
8:30 a.m. - 10:10 a.m.
Closing Remarks & IT Excellence Awards Presentation: IT Case Study Of The YearKeynote Address: IT Leadership Lessons Learned From “Back To The Future”David Ratcliffe, President, Pink ElephantGeorge Spalding, Executive Vice President, Pink ElephantTroy DuMoulin, VP, Research & Development, Pink Elephant
10:30 a.m. - 11:30 a.m.
Track 5DevOps & ITIL’s Release Management: A Rose By Any Other Name…Graham Furnis, Management Consultant, Pink Elephant
Post-Conference CoursesIntegrated Service Management Essentials™ Feb 21-22, 2019
DevOps Essentials Feb 21-23, 2019
Pink19 – 23rd Annual International IT Service Management Conference & Exhibition16 pinkelephant.com/pink19 1-888-273-PINK 17
Senior IT Leadership FocusSessions by forward-thinking IT leaders and business experts will provide best practices, and proven and practical how-tos for effectively managing and leading people through the process of organizational and cultural change.
Pre-Conference CoursesLean IT Foundation February 16-17, 2019
Sunday, February 17, 2019Time Session4:00 p.m. - 5:00 p.m.
Pre-Conference OptimizersLeadership Optimizer: The Lean IT LeaderTroy DuMoulin, VP, Research & Development, Pink Elephant
5:00 p.m. - 7:00 p.m.
Welcome Reception & Exhibition Showcase Open
Monday, February 18, 20197:15 a.m. - 8:15 a.m.
Early Riser SessionsLeading Change: Best PracticesGary Case, Principal Consultant, Pink Elephant
8:30 a.m. - 10:10 a.m.
Conference Welcome & Opening RemarksKeynote Address: Make Your Bed: Little Things That Can Change Your Life…And Maybe The WorldAdmiral William H. McRaven, USN (Ret.)
10:30 a.m. - 11:30 a.m.
Track 1Applying Goal Setting To High Performance TeamsJack Probst, Principal Consultant, Pink Elephant
11:45 a.m. - 12:45 p.m.
Track 8The Value Of Modernizing Service ManagementChuck Darst, Product Marketing Manager, Cherwell
1:00 p.m.-2:00 p.m.
Speaker Will Be Announced Soon!
2:15 p.m. - 3:15 p.m.
Track 1A Day In The Life Of A Business Relationship ManagerJana McDonald, Business Relationship Manager, Texas A&M University – IT
3:35 p.m. - 4:45 p.m.
Power Hour!Great Balls Of Fire! How To Stay Motivated No Matter What! Denise Ryan, Motivational Pyromaniac, FireStar Speaking
5:00 p.m. - 7:30 p.m.
Networking Reception & Exhibition Showcase Open
Tuesday, February 19, 2019Time Session7:15 a.m. - 8:15 a.m.
Early Riser SessionsUnderstanding & Applying Organizational Change ManagementRobin Hysick, Organizational Development Advisor, Pink Elephant
8:30 a.m. - 10:10 a.m.
Keynote Address: Building World Class Teams: The 8 Essential Elements Of Human SynergyRobyn Benincasa
10:30 a.m. - 11:30 a.m.
Track 1The Strategic CIO’s First Day: In Search Of IT Operational ExcellenceGeorge Spalding, Executive Vice President, Pink Elephant
11:45 a.m. - 12:45 p.m.
Track 8IT Incident Response Automation: IT's Time To (Re)gain Control Of Your PerformanceVincent Geffray, Senior Director Of Product Marketing, Everbridge
1:00 p.m.-2:00 p.m.
Track 8Enterprise Risk Management In Action: Beavers, Dams, Drones & DisciplineChad Evans, Vice President Of Corporate Services, Ontario Northland
2:15 p.m. - 3:15 p.m.
Track 1Business Relationship Management – How To Become More InfluentialJack Probst, Principal Consultant, Pink Elephant
3:35 p.m. - 4:45 p.m.
Power Hour!Work With Me: The 8 Blind Spots Between Men & Women In BusinessDavid Ratcliffe, President, Pink Elephant
5:00 p.m. - 7:00 p.m.
Networking Reception
Wednesday, February 20, 2019Time Session7:15 a.m. - 8:15 a.m.
Early Riser SessionsWheels Of FireJack Probst, Principal Consultant, Pink Elephant
8:30 a.m. - 10:10 a.m.
Closing Remarks & IT Excellence Awards Presentation: IT Case Study Of The YearKeynote Address: IT Leadership Lessons Learned From “Back To The Future”David Ratcliffe, President, Pink ElephantGeorge Spalding, Executive Vice President, Pink ElephantTroy DuMoulin, VP, Research & Development, Pink Elephant
10:30 a.m. - 11:30 a.m.
Track 2Linking Innovations To Business ObjectivesDavid Ratcliffe, President, Pink Elephant
1:00 p.m. - 3:45 p.m.
Half-Day WorkshopsLean Leadership – Establishing A Culture Of Engagement, Accountability & ExecutionTroy DuMoulin, VP, Research & Development, Pink Elephant
3:45 p.m. Conference Ends
Post-Conference CoursesDevOps Leadership Feb 21-23, 2019Lean IT Leadership Feb 21-23, 2019
ITIL 4(Ever!) With the new ITIL 4 release on the horizon, Pink19 is the perfect time to assess your ITIL processes and brush up on what’s new. And, learn from other progressive organizations about how they’ve used ITIL processes to gain numerous efficiencies.
Pre-Conference CoursesITIL Foundation February 15-17, 2019
Sunday, February 17, 2019Time Session4:00 p.m. - 5:00 p.m.
Pre-Conference OptimizersITIL Optimizer: The Purpose & Value Of Adopting ITSM & ITIL Charlie Miles, Principal Consultant, Pink Elephant
5:00 p.m. - 7:00 p.m.
Welcome Reception & Exhibition Showcase Open
Monday, February 18, 2019Time Session7:15 a.m. - 8:15 a.m.
Early Riser SessionsAgile Scrum Optimizer: How To Accelerate Speed & BusinessMatthew Bowles, Director Of Professional Services, Pink Elephant
8:30 a.m. - 10:10 a.m.
Conference Welcome & Opening RemarksKeynote Address: Make Your Bed: Little Things That Can Change Your Life…And Maybe The WorldAdmiral William H. McRaven, USN (Ret.)
Track 8The Value Of Modernizing Service ManagementChuck Darst, Product Marketing Manager, Cherwell
1:00 p.m.-2:00 p.m.
Speaker Will Be Announced Soon!
2:15 p.m. - 3:15 p.m.
Track 4Don't Let Cultural Debt Bring You Down!Kris Dalmolin, Information Services Director, City Of Eugene
3:35 p.m. - 4:45 p.m.
Power Hour!Great Balls Of Fire! How To Stay Motivated No Matter What! Denise Ryan, Motivational Pyromaniac, FireStar Speaking
5:00 p.m. - 7:30 p.m.
Networking Reception & Exhibition Showcase Open
Tuesday, February 19, 2019Time Session7:15 a.m. - 8:15 a.m.
Early Riser SessionsProcess Maturity Optimizer: Using CMMi to Understand & Improve The Value Of Your ProcessesJennifer Wels, Management Consultant, Pink Elephant
8:30 .a.m. - 10:10 .a.m.
Keynote Address: Building World Class Teams: The 8 Essential Elements Of Human SynergyRobyn Benincasa
10:30 .a.m. - 11:30 .a.m.
Track 4Stop Playing Catch Up & Own Your Destiny!Don Zimmer, Vice President Network Operations, Totalplay
11:45 .a.m. -12:45 .p.m.
Track 8Are You Making These Three Data Privacy Mistakes?Christopher T. Kuhn, COO & Member Of The Board, OTRS
1:00 p.m. - 2:00 p.m.
Track 8Enterprise Risk Management In Action: Beavers, Dams, Drones & Discipline!Chad Evans, Vice President Of Corporate Services, Ontario Northland
2:15 p.m. - 3:15 p.m.
Track 4Creating A Competitive Advantage Through Human-Centered ITIL Service DesignKatrina Macdermid, Former Service Design AdvisorAdvisor, Qantas
3:35 p.m. - 4:45 p.m.
Power Hour!How To Find Your Inner Herbie So You Can Focus & Get Stuff Done (In A World Gone Mad!)Jonathan Hinkle, Vice President, Director Of Information Technology, First Fidelity Bank
5:00 p.m. - 7:00 p.m.
Networking Reception
Wednesday, February 20, 2019Time Session7:15 a.m. - 8:15 a.m.
Early Riser Sessions Integrating Normal Incident, Major Incident & Service Continuity Management Troy DuMoulin, VP, Research & Development, Pink Elephant
8:30 a.m. - 10:10 a.m.
Closing Remarks & IT Excellence Awards Presentation: IT Case Study Of The YearKeynote Address: IT Leadership Lessons Learned From “Back To The Future”David Ratcliffe, President, Pink ElephantGeorge Spalding, Executive Vice President, Pink ElephantTroy DuMoulin, VP, Research & Development, Pink Elephant
10:30 a.m. - 11:30 a.m.
Track 4The Biggest Challenges Of An ITSM Program Manager & How To Overcome ThemGary Case, Principal Consultant, Pink Elephant
Post-Conference CoursesIntegrated Service Management Essentials™ Feb 21-23, 2019ITIL Foundation Feb 21-23, 2019
Sample Agenda #3 Sample Agenda #4
Visit our website for more sample agendas.
pinkelephant.com/pink19 1-888-273-PINK 19Pink19 – 23rd Annual International IT Service Management Conference & Exhibition18
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Platinum Sponsor
Exhibition ShowcasePink19 includes an exciting and dynamic exhibition showcase. Be sure to visit these progressive exhibitors who offer tools and services that support your ITSM initiatives.
Conference LocationPink19 will be hosted at the beautiful Bellagio Hotel in Las Vegas.To get a special conference room rate, call Pink Elephant or book online at pinkelephant.com before January 12, 2019.Book early! Rooms at the special rate are limited.
Standard Regular Pass: $2,295 USD• Pink19 preferred room rates for hotel nights.
• Available anytime until the event start date.
• Cancel at anytime until December 31, 2018, and receive a full refund. After December 31, 2018, a full credit will be provided. Credit can be applied to any Pink product or service until December 31, 2019.
• Substitution to another member from your organization can be made at any time.
Standard Platinum Pass: $2,595 USD• Pink19 preferred room rates for hotel nights.
• Available anytime until the event start date.
• Exclusive Platinum pass benefits (see website for details).
• Cancel at anytime until December 31, 2018, and receive a full refund. After December 31, 2018, a full credit will be provided. Credit can be applied to any Pink product or service until December 31, 2019.
• Substitution to another member from your organization can be made at any time.
"Last Early Bird" Regular Pass: $2,195 USD $2,295 USD • 3 hotel nights at $129 per night for Sunday,
Monday & Tuesday – a savings of almost $300!
• $100 off the registration fee
• Save almost $400!
• Available only until October 26, 2018.
• No refunds. Credit can be applied to any Pink product or service until December 31, 2019.
• Substitution to another member from your organization can be made at any time.
"Last Early Bird" Platinum Pass$2,495 USD $2,595 USD • 3 hotel nights at $129 per night for Sunday,
Monday & Tuesday – a savings of almost $300!
• $100 off the registration fee
• Save almost $400!
• Available only until October 26, 2018.
• Exclusive Platinum pass benefits (see website for details).
• No refunds. Credit can be applied to any Pink product or service until December 31, 2019.
• Substitution to another member from your organization can be made at any time.
Visit our website for the full list of pass features and benefits – too many to list here!
LAST Early Bird Ends October 26, 2018 – Register For Pink19 Today!
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Keep an eye out for PinkVERIFY certified exhibitors in the exhibition showcase.
About Pink ElephantWe Lead The Way!A premier global training, consulting and conference service provider, Pink Elephant has an undisputed reputation for leading the way. We’re proud of our pioneering and innovative spirit, which has enabled us to introduce and spearhead many revolutionary concepts and programs since our inception forty years ago.
IT Service Management Conference & ExhibitionFebruary 17-20, 2019 | Bellagio, Las Vegas
23rd Annual International
Pink
Attention mailroom: If undeliverable, please route to the IT Director
46228555575 North Service Road Suite 200. Burlington, Ontario, Canada L7L 6M11-888-273-PINK
