Speakers, Tracks, and Session Descriptions

Attend “the best conference in the industry!"

Pink has the undisputed reputation for developing an unsurpassed line-up of speakers and meaningful subject matter. As a result of our unwavering commitment, we are very proud to present what is widely acknowledged as the most content-rich IT service management program in the industry.

An Extraordinary Education Experience

Others try, but no other industry event comes close to matching Pink’s amazing content.

The cutting edge conference program includes all things ITSM including Pink Elephant’s industry-first concepts for integrated service management, thought-provoking case studies presented by progressive, forward thinking IT practitioners, the latest business trends from subject matter experts for Lean IT, Agile, Scrum, DevOps, business relationship management, organizational change management, and much more…

ITSM: You Can Check Out, But You Can Never Leave!

Over the past 28 years, Pink has developed very spirited and fun themes to help convey meaningful and relevant messages about IT and business in general. Many themes have been music based because, well, we Pinkers love music and everyone knows that music has universal appeal and helps bring people together!

For Pink25, we once again embrace the world of music - we borrow the next conference theme from rock ‘n roll and the Eagles, one of the greatest bands of all time.

In the Eagles’ song, Hotel California, the line, “ you can check out anytime you like, but you can never leave” is often interpreted as referring to a sense of entrapment. In the context of IT service management, the line can relate to the idea that many IT organizations have felt trapped within the confines of particular frameworks and so-called best practices, and they have never fully grasped how to positively and seamlessly engrain the needed management approaches and processes into the organization’s operations and culture. There may be some success, but there are many organizations who have felt entangled in theory. At the same time, these same organization also recognize that if addressed in a different way, the needed processes can be deeply integrated into the organization with successful outcomes … but, how?

Pink25’s program, with help from the Eagles, will showcase what you need to know…

Spirited, Engaging, and Highly Educational

ITSM is here to stay. If managed effectively there are many business gains. But what can you learn from music and the Eagles about how to do it right? Rock bands and ITSM can be likened in many ways. Just as a band consists of members with different roles and skills (singer, guitarist, drummer, etc.), the field of ITSM includes professionals with diverse expertise (process owners, support analysts, ITSM leaders, project managers, etc.) who collaborate to achieve the department's goals. In both setups, teamwork, communication, and coordination are essential for success. Just as a band needs to synchronize their instruments and vocals to create harmonious music, ITSM professionals must coordinate efforts to ensure smooth operations and innovative solutions. Both the band and ITSM thrive on creativity, adaptability, and the ability to think quickly to handle unexpected challenges and changes in the environment.

Attend this not-to-be-missed, spirited, engaging and highly educational event to learn from one of the greatest rock bands of all time, how to stay “checked in” to ITSM!

Pre-Conference Sunday Workshops – for Executive VIP and Platinum Premium Passholders

Presented on Sunday, February 2, 2025, these are three-hour masterclass sessions exclusively for Executive VIP and Platinum Premium passholders. To learn more about Executive VIP and Platinum Premium passes, click here.

The workshops are invaluably rich in content and discussions and are led by Pink Elephant’s highly talented and experienced consultants. Executive VIP attendees may choose from seven workshops that include two leadership-focused ones, while Platinum passholder attendees may choose from five that are focused on process maturity and process improvements.

To maximize participation, all workshops are presented twice: Sunday morning (8:30am – 11:30am) and Sunday afternoon (1:00pm to 4:00pm).

Understanding, Applying, and Implementing the IT/Business Model as an Organizational System

Jack Probst, Ed. D., Principal IT Management Consultant (retired), Pink Elephant

The Evolving IT Service Organization

Troy DuMoulin, VP, Research & Development, Pink Elephant

Process Maturity Assessments: What It Really Takes to Establish and Manage Highly Effective ITSM Processes

Pink Elephant Consultants:
George Spalding, VP & Executive Consultant
Jennifer Wels, Senior IT Management Consultant
Charlie Miles, Principal IT Management Consultant
Graham Furnis, IT Management Consultant
Matthew Bowles, Principal IT Management Consultant

Keynote & Power Hour Presentations

The world is full of people who make a difference! Truly courageous and inspirational people. Uninhibited, no-holds-barred progressive thinkers. Revolutionary idea-generators. Each year, we bring you the best of the best!

Find a Way

Diana Nyad, Author, Journalist, Long-Distance Swimmer

What I Learned from 100 Days of Rejection

Jia Jiang, Author, Ted Talk Speaker, Entrepreneur

Murder on the Change Management Express: Is Change Management Killing Your Culture?

Anthony Casablanca, Co-Founder and President, GriefLeaders LLC

Out of the Frying Pan – Diagnosing, Preventing, and Curing Burnout

Denise Ryan, Firestar

Establishing a Service Management Office

Troy DuMoulin, VP, Research & Development, Pink Elephant

Learning From Failure…Is It Possible? YES!

Jack Probst, Ed.D., Principal IT Management Consultant (retired), Pink Elephant

AI and Service Management – the Changing Landscape of IT Services

Gaurav Shekhar, Professor, The University of Texas at Dallas


Pink25 program is under development. Check back to look at more speakers as they are confirmed. Sign up for our e-bulletins to get all the latest news about speakers and content, discounts, and early bird special offers.

Track 1 – Peaceful Easy Feeling: Organizational Change Management

When change initiatives fail (and according to research, they do often!), they rarely fail because of the technical side of change; they fail on the people and culture side. Change is constant and organizational change management (OCM) is a must-have skill that leaders need to manage the all-important people and culture side of change. Whether the change is small or radical, resistance and disruptions are often encountered which can create very messy situations. Learn what it takes to get a “peaceful easy feeling” and avoid the consequences of poorly managed changes in your IT organization.

Keys to Powerful Leadership Communication during Organizational Change

Robin Hysick, Senior IT Management Consultant, Pink Elephant and
Charlie Miles, Principal IT Management Consultant, Pink Elephant

The 7 Pillars of Culture

Robin Hysick, Senior IT Management Consultant, Pink Elephant and
Charlie Miles, Principal IT Management Consultant, Pink Elephant

Using the Change Fingerprint Framework© to Create Change Capacity

Jacqueline Kappers, Associate – Capillary Consulting

Using the 20/20 Change Model to Lead Successful Organizational Change

Robin Hysick, Senior IT Management Consultant, Pink Elephant

Navigating an ITSM Transformation Journey: Part 1 – ‘New Kid in Town’

Betsy Watts, Client Services Manager, Enterprise Services, and
Ericka Westphal, Process and Controls Manager, North Dakota University System

Navigating an ITSM Transformation Journey: Part 2 – ‘From Life in the Fast Lane’ to a ‘Peaceful Easy Feeling’

Betsy Watts, Client Services Manager, Enterprise Services, and
Ericka Westphal, Process and Controls Manager, North Dakota University System

The Service Management Office and OCM – Why We Can’t Be Successful without Each Other

West Richter Jr., Director, Global IT Service Delivery, Moog, Inc.


Pink25 program is under development. Check back to look at more speakers as they are confirmed. Sign up for our e-bulletins to get all the latest news about speakers and content, discounts, and early bird special offers.

Track 2 – New Kid in Town: integratedITSM™

Everybody is talking about, ‘The New Kid in Town’! IntegratedITSM™ co-developed by Pink Elephant and PDC represents a relatively fresh approach that is gaining increased attention in the industry. Like a new kid in town, it brings excitement and potential disruption to the established order. The teachings of this new body of knowledge are based on Pink’s consultants’ many decades of helping CIOs and IT practitioners and yes, even tool vendors, implement real-world, practical solutions, not theory. It offers progressive and innovative ideas and perspectives for IT service management.

The Long Run – Realizing IT Value Using IT Fiscal Management

Mark A. Freed, IT Service Management Maturation Project Director, State of Oregon and
Melissa Gloor, IT Director of Business Operations, State of Oregon

Take It to the Limit – Service Management as a Service

Mark A. Freed, IT Service Management Maturation Project Director, State of Oregon

The 9 Essential Building Blocks for ITSM Process Management Success (In the Real World!)

Pink Elephant Consultants:
Graham Furnis, IT Management Consultant
Jennifer Wels, Senior IT Management Consultant
Charlie Miles, Principal IT Management Consultant

Maximizing IT Performance and Driving Continuous Improvement: Key Concepts and Strategies

Matthew Bowles, Principal IT Management Consultant, Pink Elephant

Information Session: The integratedITSM™ Designation Scheme

Felipe Villegas, Managing Director, Professional Designations Corp.

Enabling integratedITSM™ with DevOps, Agile, and Lean

Troy DuMoulin, VP, Research & Development, Pink Elephant

Experience Management (XM) and ITSM

Matthew Bowles, Principal IT Management Consultant, Pink Elephant

The integratedITSM™ System

Troy DuMoulin, VP, Research & Development, Pink Elephant

The 9 Essential Building Blocks for Successful ITSM Process Management – An Overview

Matthew Bowles, Principal IT Management Consultant, Pink Elephant

A Day in the Life of a Business Relationship Manager

Chauma Smith Guss, IT Business Relationship Manager II, Texas A&M University


Pink25 program is under development. Check back to look at more speakers as they are confirmed. Sign up for our e-bulletins to get all the latest news about speakers and content, discounts, and early bird special offers.

Track 3 – One of These Nights: AI and Emerging Trends

The future is now! Attend these sessions to learn about the most important trends shaping today’s business world and IT service management, including AI.

Creating and Refining a Generative AI Governance/Usage Policy

Seth Mason, IT Management Consultant, Pink Elephant

The Next Generation of Service and Experience Management

Alan Nance, Strategic Technology Leader, Pioneer of ITSM, Digital Experience Expert

At the End of the Day, It’s All about How I Feel – Experience Management!

Mike Vikdal, Author, President – Auslyn Group

Maximizing AI's Impact: Five Ways to Energize ITSM Workflows across Your Digital Enterprise

Kumaravel Ramakrishnan, Product Marketing Director, ManageEngine

From What the? to World Class: A Journey in Experience Management for IT Excellence

Dr. Josh Nelson, Director of Technology Experience, Power Design, Inc.

Building Great Experiences

Matt Beran, Sr. Product Marketing Specialist, InvGate

AI Augmented ITSM

Troy DuMoulin, VP, Research & Development, Pink Elephant and
Robin Hysick, Senior IT Management Consultant, Pink Elephant

Top Emerging Business and IT Trends, and Considerations for ITSM

David Ratcliffe, President, Pink Elephant and
Troy DuMoulin, VP, Research & Development, Pink Elephant

Top Trends in Enterprise Architecture 2025

Charles Betz, VP and Research Director, Enterprise Architecture, Forrester Research

Communication – A Key Skill to Remaining Productive and Relevant in the Age of Generative AI

Jack Probst, Ed. D., Principal IT Management Consultant (retired), Pink Elephant

Unveiling AI's Heart and Brain: An ITSM and AI Journey Inspired by "The Wizard of Oz"

Katrina Macdermid, Co-founder & Director, HIT Global and
Wesley Eugene, SVP, HIT Global North America (former CIO & Partner IDEO)

Transform Tier 1 Support with GenAI – Lessons and Best Practices

Travis Greene, Senior Director of ITOM Product Marketing, OpenTEXT


Pink25 program is under development. Check back to look at more speakers as they are confirmed. Sign up for our e-bulletins to get all the latest news about speakers and content, discounts, and early bird special offers.

Track 4 – Best of My Love: IT Leadership

It takes a lot of knowledge and skills to be a good IT business leader – including the ability to show gratitude, know how to cultivate strong cultures, and be an effective communicator and influencer – just to name a few! Heavy duty and progressive case study practitioners and industry experts are on hand to share lessons learned and how to add business value.

Metrics for the Long Run

Elaine Lauritzen, Managing Director, HR and ID Center, Office of IT – Brigham Young University

Lessons in Leadership from Rock and Roll

Joseph Hayes, Sr. VP & COO, Marsh McLennan Agency

Leadership Decision Making in an Era of Uncertainty

Jack Probst, Ed. D., Principal IT Management Consultant (retired), Pink Elephant

Communication and Power for Women

Denise Ryan, Firestar

The Leadership Journey

Jack Probst, Ed. D., Principal IT Management Consultant (retired), Pink Elephant

Defining, Modeling, and Costing IT Services

Troy DuMoulin, VP, Research & Development, Pink Elephant


Pink25 program is under development. Check back to look at more speakers as they are confirmed. Sign up for our e-bulletins to get all the latest news about speakers and content, discounts, and early bird special offers.

Track 5 – Life in the Fast Lane: Tools and Technology

Automation and tools help support IT service management processes and continuous improvement initiatives. This track includes product demos and thought leadership from some of the world’s leading suppliers and subject matter experts.

How Do I Go about Selecting an ITSM Tool for My IT Organization?

Charlie Miles, Principal IT Management Consultant, Pink Elephant


Pink25 program is under development. Check back to look at more speakers as they are confirmed. Sign up for our e-bulletins to get all the latest news about speakers and content, discounts, and early bird special offers.

Track 6 – The Long Run: IT Service Management

Pink’s conference profiles the best of the best! Power-packed ITSM case studies, authors, industry and subject matter experts, and mavericks making a difference! We bring them all to you including success stories that provide you-can-do-it-too inspiration.

Humanising IT™

Katrina Macdermid, Co-founder & Director, HIT Global and
Wesley Eugene, SVP, HIT Global North America (former CIO & Partner IDEO)

Continuous Improvement: Changing Your Service Management Mindset

Dee Dee Gober, Director, IT Business Operations, Rotary International

Demystifying the Mythical CMDB – the Unicorn of Efficient IT Management

Dominic Megens, IT Service Management Solution Architect, Standard Bank of South Africa

ITSM Jam Sessions

Facilitated by Pink Elephant Consultants

Designing an Effective & Scalable Categorization Structure

Troy DuMoulin, VP, Research & Development, Pink Elephant


Pink25 program is under development. Check back to look at more speakers as they are confirmed. Sign up for our e-bulletins to get all the latest news about speakers and content, discounts, and early bird special offers.

Track 7 – Take It Easy: Lean, Agile, DevOps

All IT professionals should know about Lean, Agile, and DevOps best practices, approaches, and methodologies. These are must-haves and key ingredients to your overall IT service management successes!

Lean Doesn’t Mean Do Less

Gary Case, Senior Manager, Vintun LLC

The Impact of Agile and Product Centricity on the IT Operating Model

Charles Betz, VP and Research Director, Enterprise Architecture, Forrester Research

Holistic Problem Solving with Lean/Six Sigma

Troy DuMoulin, VP, Research & Development, Pink Elephant

A Leader’s Guide to Value Stream Mapping

Jennifer Wels, Senior IT Management Consultant, Pink Elephant and
Graham Furnis, IT Management Consultant, Pink Elephant

The Lean IT Leader

Troy DuMoulin, VP, Research & Development, Pink Elephant

How to Accelerate Speed and Business Value Using Agile Scrum

Matthew Bowles, Principal IT Management Consultant, Pink Elephant

Lean Thinking: Why It’s a Must-Have for IT Practitioners

Graham Furnis, IT Management Consultant, Pink Elephant

15 Essential Practices for DevOps Success

George Spalding, VP & Executive Consultant, Pink Elephant


Pink25 program is under development. Check back to look at more speakers as they are confirmed. Sign up for our e-bulletins to get all the latest news about speakers and content, discounts, and early bird special offers.