nd Annual IT Service Management Leadership Forum · Business Relationship Management: Forging The Business/ Technology Partnership rae Garrett, social media within the company to

2nd Annual

IT Service Management Leadership Forum“PinkForum13”Scottsdale, AZ August 12-13, 2013

E A r Ly B I r d E n d S M Ay 3 1 s t

PinkForum13 August 12-13

Post-Forum Courses August 14-17

A must-attend event!

This uniquely focused program is a great opportunity to hear from successful IT leaders and business leadership experts about how to successfully transform your organization using IT Service Management best practices including ITIL®, ISO, COBIT®, Six Sigma, Lean IT, and more!

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Post-Forum Courses

Maximize your PinkForum13 experience by taking one of these post-Forum courses.

For detailed course descriptions and fees visit our website.

ITIL Foundation Certification

ITIL Foundation August 14-16

ITIL Capability Certification

ITIL Operational Support & Analysis August 14-17

ITIL Release, Control & Validation August 14-17

ITIL Service Offerings & Agreements August 14-17

ITIL Planning, Protection & Optimization August 14-17

ITIL Lifecycle Certification

ITIL Service Strategy August 14-16

ITIL Service Design August 14-16

ITIL Service Transition August 14-16

ITIL Service Operation August 14-16

ITIL Continual Service Improvement August 14-16

ITIL Expert Certification

Managing Across The Lifecycle August 14-17

Lean IT CertificationLean IT Foundations: Using Lean Principles For Continual Service Improvement

August 14-15

COBIT Certification

COBIT 5 Foundation August 14-16

“How To” Instructional Workshops

How To Define & Implement A Service Catalog August 14-15

How To Define & Implement A CMDB According To ITIL Best Practices

August 14-15

Problem Management: Root Cause Analysis Workshop

August 14-15

IT Service Management Implementation Roadmap August 14-15

IT Service Management Strategic Roadmap August 14

PinkForum13

Agenda-At-A-GlanceE A r Ly B I r d E n d S M Ay 3 1 s t

Track 1 - Pink University - Learn from the best! Sessions in this track are delivered by Pink’s most senior consultants whose vast experience includes senior IT leadership roles.

Track 2 - Panel discussion Forums - Bring your most pressing questions and challenges to share with the expert panelists! These facilitated, open discussion sessions include a wide range of industry professionals from all areas of the IT spectrum – the vendor community, CIOs, senior IT leaders, and IT luminaries.

Track 3 - Case Studies & IT Experts - Real-life and highly seasoned IT leaders and the world’s best IT and business experts share their insights, tried-and-true solutions, and expertise.

2

2nd Annual


Uniquely focused on IT leadership!This 2-day program features multiple tracks and includes case studies from CIOs and IT leaders; panel discussions with business and industry experts; and thought leadership presentations from Pink Elephant’s highly respected senior IT consultants.

Who Should Attend?• C-Level IT Leaders

• IT VPs/Directors

• IT Service & Support Managers

• IT Infrastructure Managers

• Service Desk/Service Operation Managers

• Process Owners

• Senior Analysts

• Quality Managers/Service Level Managers

• ITSM Project Managers

• And, anyone seeking to positively influence others to implement change

BOnUS! Free Subscription to PinkREADYTM

Every attendee will receive one month access to PinkREADY - a cultural assessment tool. Increase your success rate by using PinkREADY to assess your organization’s culture and operational readiness for change. Review the “health” of 22 Critical Success Factors necessary for ITSM project success, based on several best practice models and Pink’s extensive 20 years of ITSM experience.

Early Bird discountregister and pay before May 31 and save $200!

Monday, August 12, 2013

8:30 a.m. - 8:40 a.m.: Welcome & Opening Comments

8:40 a.m. - 9:40 a.m.:

Opening Keynote: Tom Flick - At The Heart Of Leadership: Leading People To Excellence

9:40 a.m. - 10:00 a.m.: Beverage Break

10:00 a.m. - 11:00 a.m.:

Track 1 101 Track 2 102 Track 3 103

Tool Strategies That Enable ITSM Successrae Garrett, Principal Consultant, Pink Elephant & david Cannon, ITIL Author & Global Director of the ITSM Practice, BMC Software

Organizational Design To Support Service Orientation Facilitator: Jack Probst, Principal Consultant, Pink Elephant

View panelists on page 6.

Release Management - A Senior Management Perspective

dave Howard, Author, IT Release Management : A Hands-on Guide

11:00 a.m. - 11:15 a.m.: Comfort Break

11:15 a.m. - 12:15 p.m.:


Using Lean IT To Enable IS Service Management Troy duMoulin, Vice President, Professional Services, Pink Elephant

Financial Management & Service Based Costing As A Business Strategy Enabler

Facilitator: Anil dissanayake, Director, Professional Services - Asia, Pink Elephant


Senior Leader’s Role In Managing Organizational Change Trevor Woods, Executive Director, AICT, University of Alberta

12:15 p.m. - 1:15 p.m.: Lunch

1:15 p.m. - 2:15 p.m.:


Is Your Organization Ready For Your Service Management Program? How To Assess Readiness & Mitigate Risk

robin Hysick, Director, Product Management, Pink Elephant

Establishing Effective Information & Data Governance Strategies Facilitator: Jack Probst, Principal Consultant, Pink Elephant


The Power Of Problem Management To Deliver Business Outcomes

Kiran Kallepalli, Senior Director, IT, Cisco

2:15 p.m. - 2:35 p.m.: Comfort Break

2:35 p.m. - 3:35 p.m.:


Defining & Implementing ITSM Governance & Ownership Structures Troy duMoulin, Vice President, Professional Services, Pink Elephant

The Biggest Challenges Leaders Face Implementing ITSM & How To Overcome Them Facilitator: Gary Case, Principal Consultant, Pink Elephant


Bringing It All Together - Using Agile & Lean To Transform IT

niel nickolaisen, CIO, Western Governors University

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Session descriptionsAgenda-At-A-Glance

3:35 p.m. – 3:50 p.m.: Beverage Break3:50 p.m. – 5:00 p.m.:

General Session: Colonel Thomas Salo - The Eye Of The Storm - How The Military Creates Cross-Functional Leaders5:00 p.m. – 6:30 p.m.: Networking Reception

Tuesday, August 13, 20137:15 a.m. – 8:15 a.m.:

Breakfast Club BT1 Breakfast Club BT2 Breakfast Club BT3

PinkREADY - Demonstration


Social Media In The ITSM Workplace - A CEO’s Perspective

david Mainville, CEO & Co-Founder, Navvia

Executive Briefings For IT Leaders

Christopher dean, CEO, PureShare, Inc.

8:30 a.m. – 9:30 a.m.:

General Session: Charles Araujo - The Quantum Age Of IT: Is IT Dead As We Know It?9:30 a.m. – 9:45 a.m.: Beverage Break9:45 a.m. – 10:45 a.m.:


How To Implement A Measurement Framework & Dashboard For ITSM Facilitator: Troy duMoulin, Vice President, Professional Services, Pink Elephant


Enabling Service Management Through The Service Catalog Facilitator: Gary Case, Principal Consultant, Pink Elephant


How To Move IT Further Into Business Process

Stephen Wrenn, VP & GM Global Application Services, Johnson & Johnson, and Adjunct Professor, University of New Hampshire

10:45 a.m. – 11:00 a.m.: Comfort Break11:00 a.m. – 12:00 p.m.:


Business Relationship Management: Forging The Business/Technology Partnership

rae Garrett, Principal Consultant, Pink Elephant

Supplier Management As A Strategic Enabler

Facilitator: Jack Probst, Principal Consultant, Pink Elephant


ITSM Leadership Through The Service Management Office (SMO)

Todd Haley, Director of IT, Honeywell, Inc.

12:00 p.m. – 1:00 p.m.: Lunch1:00 p.m. – 2:00 p.m.:


What ITSM Leaders Need To Know About Integrating Problem & Availability Management To Improve Service AvailabilityGary Case, Principal Consultant, Pink Elephant

Can’t Beat Them So Manage & Guide Them: Integrating BYOD Into IT Strategy

Facilitator: George Spalding, Executive VP, Pink Elephant


A Transformational Journey: Service Based Globalization

dan Kraus, Global Head of Service Management, Boehringer Ingelheim

2:00 p.m. - 2:20 p.m.: Beverage Break2:20 p.m. - 3:20 p.m.:


Practical Approaches & Recommendations For Defining Your IT Services Facilitator: Jack Probst, Principal Consultant, Pink Elephant


The Evolving Role Of The CIO: Business Leader, Technologist Or Service Broker

Facilitator: Anil dissanayake, Director, Professional Services - Asia, Pink Elephant


Creating A High Reliability Organization


3:20 p.m. – 3:35 p.m.: Comfort Break3:35 p.m. – 4:30 p.m.:

Closing General Session/Prize Draws

Keynote Speakers & General SessionsAt The Heart Of Leadership: Leading People To Excellence

Tom Flick, Opening Keynote Known for his leadership skills during his career as an award winning NFL quarterback, Tom Flick transitioned easily into the realm of inspirational speaking. A passionate and dynamic individual, and an expert on leadership and change, Tom has traveled throughout the

world to deliver thousands of keynotes and to help organizations develop leaders, increase teamwork, communication, and organizational performance while leading change effectively. Tom has also formed a strong alliance with, and is a spokesman for, Kotter International, founded by Harvard University’s Dr. John Kotter, considered by many to be the world’s top expert on leading change.

In this power-packed opening keynote presentation, Tom will discuss the very important differences between change management and change leadership. These differences are critical to all leaders including CIOs and IT managers at all levels, who are seeking to increase their organizations’ bottom line and gain competitive advantage. Tom will also define inspirational leadership, and highlight how great leaders capture both the hearts and minds of people, including why this is critical to achieve stronger overall results. Everyone leads – executives, line managers, and front-line employees; title or no title. Tom discusses how empowering more leaders – and better leaders through inspired performance – will transform your organization into a more successful enterprise.

The Eye Of The Storm - How The Military Creates Cross-Functional Leaders

Colonel Thomas Salo, (retired) Colonel, Chief, IT Service Management Division, United States Army, NORAD/USNORTHCOM

In this very unique case study, Colonel Salo will highlight United State’s Northern Command’s

unique role within Homeland in supporting Civil Authorities for disaster response of Hurricane Sandy - the devastating natural disaster that created major emergency situations and havoc in New York and New Jersey. He’ll share how and why the military selected an IT Service Management leader to lead non-ITSM activities including the coordination of active-duty soldiers working side-by-side with National Guardsmen in the storm-ravaged state of New Jersey. Not only will you learn little-known facts about USNORTHCOM’s instrumental role in disaster relief efforts, but you’ll also learn how leaders, regardless of title or hierarchical functional role, can bridge the gap among disparate groups of stakeholders all working towards a common goal.

The Quantum Age Of IT: Is IT dead As We Know It?

Charles Araujo, Founder, The IT Transformation Institute

“IT as we know it is dead!” contends author Charles Araujo as he defines the past events and the current crossroads from which the IT industry is rapidly moving. He acknowledges a truly “quantum

level” change that is taking hold right now, and forcing rapid adjustments on several fronts. Araujo calls it, and his newly-published book on the topic, The Quantum Age of IT. But what exactly defines the Quantum Age of IT? During his provocative presentation, Charles explains the four new realities of the new age, and examines what they mean to the future of IT organizations. With a broad perspective on the fundamental changes affecting the industry, he offers practical guidance that every IT professional needs to compete in this new era of IT.

Breakfast ClubsPinkrEAdy – demonstration


Each PinkForum13 attendee will receive a free one month subscription to PinkREADY – a culture and operational readiness tool. Why is this important for IT

leaders? It is a proven fact that many ITSM initiatives fail because senior IT leaders have not properly assessed their organization’s culture and readiness for change. With this management tool, you are able to assess 22 key areas related to culture, organizational change and people management. Completing the assessment and understanding the results significantly increases the likelihood of successful change. Join Robin as she takes you through the tool, and how to use it.

Social Media In The ITSM Workplace – A CEO’s Perspective

david Mainville, CEO & Co-Founder, Navvia

Not too long ago social media meant having a “party line” and going

mobile meant getting a longer telephone cord. Things sure have changed! Now there’s Facebook and Twitter, LinkedIn, Google+ and people everywhere are in constant communication. What does that mean in today’s workplace? Join David in this session as he shares his lessons learned from a CEO’s perspective about social media in the ITSM workplace. His session will cover: how to leverage social media as both an innovation and productivity tool; how employees can use social media within the company to communicate, collaborate and get work done; how to use social media to engage with customers and prospects and how Navvia designed services and augmented its software product to utilize social media for the design of both ITSM and business processes.

Executive Briefings For IT Leaders

Christopher dean, CEO, PureShare, Inc.

This session covers the basics of design, content and format for

preparing reports and briefings for IT executives. Chris will show you how to take the guesswork out of the what, when and how to report so that executives are equipped with more relevant and actionable material. When working towards a goal of being more transparent and agile, better methods of communication across a multi-level organizational hierarchy are explored. Learn the benefits of a metrics-management strategy, and how this differs from having a non-strategic focus on dashboards and scorecards.

PinkForum13 For the most up-to-date schedule, and more detailed session descriptions visit our website.6 7

Session descriptionsSession descriptions

Track 1 – Pink UniversityUsing Lean IT To Enable IS Service Management

Troy duMoulin, Vice President, Professional Services, Pink Elephant

Troy is a contributing author to Steve Bell’s newly published book, Run Grow Transform. Lean thinking provides a critical balance between ITSM concepts and practical

business needs by ensuring that processes are fit for purpose and not over engineered. In this session Troy will explain how to apply Lean concepts to ITSM principles. You’ll walk away with an understanding of what Lean Management is, awareness of its business value and particularly how it can be applied in ITSM to establish a business case for improvement, improve process flows, remove bottlenecks, drive consistency and improve quality.

defining & Implementing ITSM Governance & Ownership Structures

Troy duMoulin, Vice President, Professional Services, Pink Elephant

A mature view of implementing best practices starts with the understanding that process perfection out of the gate is not the goal. Rather the goal is to create an organizational capability process governance structure that will take ownership of the project deliverables and institutionalize them into day-to-day life and continual service improvement. In this session Troy will share how to successfully establish a process governance structure to support and sustain your ITSM transformation projects.

What ITSM Leaders need To Know About Integrating Problem & Availability Management To Improve Service Availability

Gary Case, Principal Consultant, Pink Elephant

If you want to improve Availability don’t start with implementing

Availability Management - start with Problem Management. Problem Management has

both reactive and proactive activities that will have a positive impact on Service Availability. This session will highlight the integration points between Problem Management and Availability Management; decisions that need to be made in the Problem Management process; and key roles.

Tools Strategies That Enable ITSM Success

rae Garrett, Principal Consultant, Pink Elephant &

david Cannon, ITIL Author & Global Director of the ITSM Practice, BMC Software

ITSM tool suites enable effective processes. Join Rae and David

Cannon, the author of the ITIL Service Operation and Service Strategy publications, as they explore how effectively configured tools automate and enable your ITSM objectives by focusing on these three critical success factors: know what you need from a tool suite, configure don’t customize and use the tool as a platform for continuous learning on the ‘Data to Wisdom’ continuum.

Business relationship Management: Forging The Business/Technology Partnership

rae Garrett, Principal Consultant, Pink Elephant

One of today’s key business challenges is forging a

productive business/technology partnership where business priorities are understood and translated into technology strategies. While every CIO understands this knowledge is a critical success factor, many struggle with establishing clear channels of communication supporting business demand. This challenge provides the business case and opportunity for Business Relationship Management (BRM). During this session, Rae will identify the key responsibilities for BRM, explore strategies to initiate a collaborative partnership between service provider and business, and much more.

Is your Organization ready For your Service Management Program? How To Assess readiness & Mitigate risk


We often hear statistics about the vast percentage of process

programs that fail to deliver or under deliver on their objectives. In many cases lessons learned will pinpoint one or more pain points that if handled differently could have produced better outcomes. Instead of looking into the rear-view mirror at the conclusion of an ITSM program, leaders are getting out in front of program risks and including mitigation measures in their program vision and strategy. This session will identify organizational and program risk factors that leaders should assess when initiating an ITSM program or project and a risk management approach to incorporate mitigation measures into their strategy and program roadmap.

Track 2 – Panel discussion ForumsOrganizational design To Support Service Orientation

Facilitated By Jack Probst, Principal Consultant, Pink Elephant

Panelists: Julianne Journitz, Director of Client Services, Pomona College; Lonnie Shane, Vice President, IT Chief Operating Officer Service Delivery Assurance Honeywell IT Services & Jennifer Wels, IT Management Consultant, Pink Elephant

Implementing a solid Service Management program requires more than designing and deploying processes, it requires full consideration of the 4Ps. A significant contributor is the People “P” because the skills and talent of your team are key in achieving Service Management goals. This session will explore both organizational design considerations as well as practical advice for

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those who are reshaping their organizations to be service facing and focused.

Financial Management & Service Based Costing As A Business Strategy Enabler

Facilitated By Anil dissanayake, Director, Professional Services - Asia, Pink Elephant

Panelists: dave Howard, Author, IT Release Management : A Hands-on Guide; Jack Probst, Principal Consultant, Pink Elephant & Brian newcomb, IT Management Consultant, Pink Elephant

For decades IT organizations have had the luxury of having captive

customers who have very little control over IT costs and had no choice of IT service providers and were therefore at the mercy of IT. Customers now have a choice of many external providers who can provide IT services at competitive pricing. Understanding service based costing enables IT organizations to provide services at a competitive price and explore opportunities to improve efficiency and effectiveness of the services they provide.

Establishing Effective Information & data Governance Strategies


Panelists: david Cannon, ITIL Author & Global Director of the ITSM Practice, BMC Software; Colonel Thomas Salo, (retired) Colonel, United States Army & Jennifer Wels, IT Management Consultant, Pink Elephant

Information is the lifeblood of every business and in a world

where all business processes end up creating

digital data to be captured, stored, distributed, mined and protected, IT’s role as the guardian of this critical resource must be understood and managed. This reality becomes even more critical as organizations adopt sourcing strategies that move major elements of their business processes to cloud or external suppliers. Come along to this panel discussion to understand the issues and practical approaches organizations are adopting to address this very real and universal challenge.

How To Implement A Measurement Framework & dashboard For ITSM

Facilitated By Troy duMoulin, Vice President, Professional Services, Pink Elephant

Panelists: Lonnie Shane, Vice President, IT Chief Operating Officer Service Delivery Assurance, Honeywell IT Services; Phil day, Chief, NIH IT Service Desk & Charlie Miles, IT Management Consultant, Pink Elephant

In this panel discussion, Troy and his panelists will discuss the key elements of designing and establishing a holistic ITSM Measurement Framework. Discussion topics will focus on linking process measures to business value and how to establish a consistent measurement model across multiple ITSM processes to support Continual Service Improvement.

Enabling Service Management Through The Service Catalog

Facilitated By Gary Case, Principal Consultant, Pink Elephant

Panelists: Elaine Lauritzen, Managing Director, Production Services, Brigham Young University;

Brian newcomb, IT Management Consultant, Pink Elephant &

Jennifer Wels, IT Management Consultant, Pink Elephant

The key word in Service Management is “Service”. The

Service Catalog is one of the doors for handling demand that comes from the business, customers and user community and therefore needs to be actionable to provide value. The Service Catalog is a key ITSM tool as it not only plays an important role in Request Fulfillment but can also be an entry point for many other ITIL processes. Organizations typically struggle defining end-to-end services as everyone in IT believes they offer a service. Come to this session and learn from industry leaders on how they successfully implemented their Service Catalog.

Supplier Management As A Strategic Enabler


Panelists: Phil day, Chief, NIH IT Service Desk; Charlie Miles, IT Management Consultant, Pink Elephant & Charles Araujo, Founder, The IT Transformation Institute

The dynamics of the business environment have changed dramatically and IT has to deal with constrained markets and intense

competition to secure a cost effective win-win contract with a vendor.

Many traditional IT managers view relationship building as a sales or marketing responsibility. Supplier Management/Vendor Management is not simply negotiating the lowest price possible. Supplier management is constantly working with your vendors to come to agreements that will mutually benefit both companies. Benefits include lower costs, higher quality, better forecasting and less tension between the two entities that result in a win-win relationship.

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Session descriptionsSession descriptions

The Evolving role Of The CIO: Business Leader, Technologist Or Service Broker

Facilitated By Anil dissanayake, Director, Professional Services - Asia, Pink Elephant

Panelists: Lonnie Shane, Vice President, IT Chief Operating Officer Service Delivery Assurance, Honeywell IT Services; niel nickolaisen, CIO, Western Governors University & Troy duMoulin, Vice President, Professional Services, Pink Elephant

As IT has gone through many different eras, the role of the CIO continues to change. What does the role of the CIO look like today and in the future? Will it be more business driven or technology focused? Will the role be focused on desired business outcomes or managing the performance of external suppliers? All are valid questions. Panelists in this session - all senior leaders - will provide their perspectives on the challenges associated with the changing CIO role.

Practical Approaches & recommendations For defining your IT Services


Panelists: Julianne Journitz, Director of Client Services, Pomona College; Kevin J. Smith, Vice President of Products, FrontRange & Phil day, Chief, NIH IT Service Desk

There seems to be two consistent paths that organizations take at the outset of the ITSM journey. They

either focus on improving their overall Operational Excellence or they spend time initially to understand, document and communicate their services. The approach to practically identifying

services is rooted in the ITIL definition of a Service. This session provides a practical context and guiding principles to help you go about defining your organization’s services and lessons learned from those who have been down the service definition path already.

The Biggest Challenges Leaders Face Implementing ITSM & How To Overcome Them

Facilitated By Gary Case, Principal Consultant, Pink Elephant

Panelists: Julianne Journitz, Director of Client Services, Pomona College; Elaine Lauritzen, Managing Director, Production Services, Brigham Young University & david Mainville, CEO & Co-Founder, Navvia

Leading large groups of people through major change can sometimes be a daunting task!

But there is a right way versus a wrong way to go about it. Many organizations that undertake projects to improve their ITSM processes become frustrated due to leadership’s inability or unwillingness to understand that ITSM projects are not all about documenting processes or buying and configuring an ITSM tool. Join Gary and his panelists to learn about the biggest challenges most leaders face, and how to successfully overcome them.

Can’t Beat Them So Manage & Guide Them: Integrating ByOd Into IT Strategy

Facilitated By George Spalding, Executive VP, Pink Elephant

Panelists: david Cannon, ITIL Author & Global Director of the ITSM Practice, BMC Software; Elaine Lauritzen, Managing Director, Production Services, Brigham Young University &

Brian newcomb, IT Management Consultant, Pink Elephant

At last year’s Forum we talked about Bring Your Own Device (BYOD) and

the impact on IT. Only one year later BYOD is the new norm. A recent Forrester report found that at least 250,000,000 global information workers already practice BYOD in some form. So, how do IT leaders proactively get in front of BYOD and focus on managing it as an IT service? They engineer good sound policies that protect the organization’s information assets and the employees’ interests. What’s in your policy? Join George Spalding as he talks with our esteemed panelists and audience about their top BYOD policy statements and how they have made a difference to their overall IT Strategy.

Track 3 – Case Studies & IT ExpertsSenior Leader’s role In Managing Organizational Change

Trevor Woods, Executive Director, AICT, University of Alberta

Trevor’s organization is Pink Elephant’s 2012 IT Excellence

Project Of The Year award winner. In just two short years, under Trevor’s leadership the IT Department underwent major organizational changes and began the process of consolidating IT. The existing central IT department was largely irrelevant with an even worse reputation. Still, it was deemed to be the cornerstone through which all other IT units and functions could consolidate and create a strong foundation for business transformation. IT needed to provide the leadership to initiate University-wide, business process reengineering. First, everything in central IT had to change: the culture, the structure and the approach; process and teamwork were required. Join Trevor as he shares the Critical Success Factors which allowed for this mammoth project to be so successful. How did he create an environment where the unthinkable happened? Over half of the department reorganized itself one, two or three people at a time! Learn how to create a new organization with people, processes and a little bit of technology!

How To Move IT Further Into Business Process

Stephen Wrenn, VP & GM Global Application Services, Johnson & Johnson, and Adjunct Professor, University of New Hampshire

Business and IT alignment. It is the hot topic on the meeting agenda of today’s IT professionals. While it’s a good idea in theory, what does it take to actually make it happen? How do you move IT further up the value-stream into the realm of the business, and especially its process? Stephen, an industry veteran with more than 25 years’ experience as a senior business and IT leader, will share with you best practices to further cement the business and IT relationship. Stephen will highlight how to look at IT through the eyes of the business and how to nurture the often times fragmented relationship, and performance goals, between the two. Don’t miss this opportunity to learn how today’s leading organizations are embracing the critical relationship between business and IT.

The Power Of Problem Management To deliver Business Outcomes

Kiran Kallepalli, Senior Director, IT, Cisco

The majority of organizations root their Problem Management process solely in operations – this

is a mistake. It also has a very important strategic dimension, and Kiran will explain the approach used in her organization to manage both the reactive and proactive components of this critical IT Service Management process. The latter requires strong IT business integration and a real commitment to Continual Service Improvement. Kiran shares details about how Cisco’s Problem Management process is strategically planted to directly contribute to business outcomes.

A Transformational Journey: Service Based Globalization

dan Kraus, Global Head of Service Management, Boehringer Ingelheim

What happens when you simultaneously undertake globalization and transformation to a service based IS organization? According to Dan the answer is: an exciting and

rewarding journey full of remarkable change, unique learning and new thinking. Boehringer Ingelheim is one of the world’s 20 leading pharmaceutical companies. Headquartered in Ingelheim, Germany, it operates globally with 145 affiliates and more than 44,000 employees. Dan shares details about their major transformation to a service based, global organization and the distinct opportunities Service Management enables.

release Management – A Senior Management Perspective

dave Howard, Author, IT Release Management: A Hands-on Guide

In writing his book, Dave has drawn upon his vast IT Service Management knowledge including experience as Director, Service Management for the Financial Services division of a large car

manufacturer. During this presentation he will examine: strategic benefits of an effective Release Management process; roles and responsibilities of Process Owners, tactical and senior managers; how to address all-important cultural issues and how to determine organizational readiness. Dave will also explain how to develop effective performance and productivity metrics.

Bringing It All Together – Using Agile & Lean To Transform IT

niel nickolaisen, CIO, Western Governors University

The IT group at Western Governors University was under incredible

pressure. They were tasked with driving innovation, producing significant improvements in operational performance and building credibility – and do this nearly immediately while handling a complete application refresh and dealing with rapid growth. To produce the desired results, the group took a four-pronged approach: they used Agile to improve project results while relying on Lean IT to improve internal processes. There was rigorous alignment to rationalize the portfolio and align the entire University and the monumental task of providing leadership built on a culture of trust. Was it worth it? Niel will tell you that it sure

was. The cultural changes have been immense and the results are promising. Don’t miss this exciting case study focused on two of today’s most talked about topics – Agile and Lean.

ITSM Leadership Through The Service Management Office (SMO)

Todd Haley, Director of IT, Honeywell, Inc.

Honeywell, in working to transform from a technology to a Service-

based organization, found it valuable and advantageous to implement a cross-functional Service Management Office (SMO) to contribute to the overall value stream for their customers. Come hear firsthand, the strategy behind the approach to put their SMO in place. Todd will share with you some of the challenges Honeywell faced, and tips learned along the way. He’ll reveal what exactly is an SMO and how it is comprised, including new roles which are required, recommended qualifications for the leader and team members of the SMO and the SMO’s span of control and responsibility. Becoming a service-based organization has many benefits but also it presents many challenges; Todd reveals Honeywell’s experiences and lessons learned … so far.

Creating A High reliability Organization

robin Hysick, Director, Product Development Pink Elephant

What is the formula for transitioning an organization to a

service-oriented mindset? Can it be achieved by process alone? Robin will explain how successful organizations start with a good strategy and vision from their executive leaders to transform to an environment where new processes become part of the organizational DNA. You’ll learn how highly reliable service organizations can prove their value to business not simply through reporting on incidents resolved or changes deployed but by measuring and reporting on the results of service execution. This case study describes how successful organizations use their service measures and ongoing self-assessments for Continual Service Improvement.

10 PinkForum13

Pink Elephant Products & Services

About PinkEach year Pink presents must-attend IT Service Management conferences and leadership forums that bring together IT professionals from around the world. With a pioneering 30 year history, we are a global leader in ITIL expert-led consulting and ITSM best-practice education. Pink Elephant also offers a vast array of products and services, such as business simulation workshops and online implementation tools, to help you meet all your IT and business goals.

Venue InformationPinkForum13 will be presented at the Montelucia Resort & Spa, Scottsdale, AZ - the quintessential Arizona hotel experience.

To reserve your room, at a very special rate of $133 (plus tax and resort fees), contact the hotel directly at 1-888-627-3010 and make sure to indicate you are attending Pink Elephant’s event to get the special event rate. To obtain this special rate, all attendees must call by July 17th. Subject to availability.

Regular FeeAfter the early bird ends May 31st, the full individual fee is $1,495 USD.

Early Bird DiscountRegister and pay before May 31, 2013 and receive a $200 discount.

Team DiscountsSend a team and save!

For teams, register 3 attendees or more from the same organization, receive a 30% discount off the regular fee per attendee. A minimum of 3 registrations must be booked and paid for at the same time.

Substitutions & CancellationsYou can cancel until July 12, 2013. No refunds or credits after July 12, 2013; however, substitutions can be made at any time. Cancellations must be made in writing.

Pink Elephant reserves the right to cancel or reschedule workshops or events.

To RegisterChoose one of the following options:

• Phone: 1-888-273-PINK• E-mail: [email protected]• E-mail: [email protected]• Online: www.pinkelephant.com/PinkForum13

Questions?Please call us at 1-888-273-PINK from 8:30 a.m. to 6:30 p.m. Eastern Time, Monday to Friday. Or, email us at [email protected]

General Information & Exhibition Showcase

www.pinkelephant.com register Today! 1-888-273-PInK 11

Exhibition ShowcasePinkForum13 includes an exhibition showcase featuring many leading organizations from the vendor community, including the ones below.

For a complete listing visit our website.

Get Involved!To inquire about exhibiting,

call Lisa Lyons, 1-888-273-PINK ext. 228.

ConsultingOur onsite ITSM experts will help you through the process of turning knowledge into tangible action items guaranteed to make your ITSM project a success.

EducationPublic Courses: Pink offers the most public courses in the world.

Check our online schedule-at-a-glance for a complete listing of cities and dates nearest you at www.pinkelephant.com/Products/Education.

In-House Training: Bring Pink onsite! All of our live classroom and instructor-led online courses can be scheduled on dates that are convenient for you. Experience consolidated company-specific discussions to align new learning with corporate goals, objectives, projects and an opportunity to customize course content.

Self-paced Online Courses:

A cost effective and comprehensive way to take your ITIL and ITSM training and pass certification exams. Self-paced online courses allow you to learn at your own pace, anywhere, anytime with 24/7 availability.

Live, Instructor-led Online Courses:

An interactive and convenient way to learn from a certified Pink ITIL Expert in a secure, live online environment. Learn from home or the office, and receive comprehensive training that covers key areas of ITIL, preparing you for the official online exam.

Business Simulation Games:

Interactive workshops in which teams of employees work on challenging issues within a simulated environment. Simulations create awareness and motivation within a team and allow employees to develop personal skills and support team development.

“How-to” Courses: Learning about ITSM theories is one thing but applying what you’ve learned in practical applications is another. Pink’s series of practical how-to courses are designed to help you apply what you’ve learned to everyday realistic scenarios. Learn practical topics like: Service Catalog Implementation, ITSM Process Assessment, Root Cause Analysis, and much more.

Products & ToolsPinkATLAS: An online knowledge tool and ITIL resource center;

containing hundreds of documents, templates, process maps, implementation how-tos, reference books, videos and white papers. Two types of subscriptions available – Regular or Platinum.

PinkVERIFY: Created to help ITIL/ITSM practitioners identify software tools that support their process improvement initiatives. PinkVERIFY is an internationally recognized ITSM tool suite assessment service that certifies software applications’ ITIL compatibility.

PinkSCAN: PinkSCAN is the industry’s first online ITIL process assessment tool that walks you through a “process health check” of 23 ITIL processes. Plus, get benchmarking data, reports and graphs. PinkSCAN is the most detailed and effective online ITIL process assessment tool available anywhere!

PinkREADY: A cultural assessment tool used to assess your organization’s culture and operational readiness for change. Review the “health” of 22 Critical Success Factors necessary for ITSM project success, based on several best practice models.

CertificationsITIL: ITIL Foundation

ITIL Operational Support & Analysis ITIL Release, Control & Validation ITIL Service Offerings & Agreements ITIL Planning, Protection & Optimization ITIL Service Strategy ITIL Service Design ITIL Service Transition ITIL Service Operation ITIL Continual Service Improvement Managing Across The Lifecycle

Lean IT: Based on the core principles of Lean, this two-day certification course will help IT departments become customer and value oriented, removing waste, inflexibility and variability.

ISO 27002: This comprehensive certification course teaches you how to structure and organize information security within your organization.

PRINCE2®: PRojects IN Controlled Environments is a process-based, scalable approach for effective IT project management for those seeking to become effective IT project contributors.

COBIT5: COBIT5 is an IT governance framework that assists enterprises in achieving their objectives for the governance and management of Information Technology.

ConferencesPink Elephant offers a vast array of industry special events. To find out more visit www.pinkelephant.com/Products/Conferences

Pink Elephant is the world’s leading supplier of IT Service Management education, consulting, and conferences. Below is an overview of our products and services. For more details, give us a call or visit our website. We’d love to hear from you!

PinkForum13 August 12-13

Post-Forum Courses August 14-17


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2nd Annual

Join us at the beautiful Montelucia Resort & Spa!

©Pink Elephant Inc., 2013. The contents of this brochure are protected by copyright and cannot be reproduced in any manner. Pink Elephant and its logo, PinkVERIFY, PinkSCAN, PinkATLAS, and PinkREADY are either

trademarks or registered trademarks of Pink Elephant Inc. ITIL® is a registered trade mark of the Cabinet Office. COBIT® 5 is a registered trademark of ISACA®.PRINCE2® is a registered trade mark of the Cabinet Office.

Documents

nd Annual IT Service Management Leadership Forum · Business Relationship Management: Forging The Business/ Technology Partnership rae Garrett, social media within the company to