PinkFORUM19

PinkFORUM19

IT Service Management
Leadership Forum

August 18-20, 2019

Montelucia Resort & Spa | Scottsdale, AZ

Find IT Direction & Leadership That Drives Business Value

An A-MAZING Event!

Schedule-At-A-Glance


18

Aug

Sunday

Registration, Information and Customer Service Desk Open
  • 3:00 PM - 7:00 PM
PRE-FORUM OPTIMIZERS
  • 4:00 PM - 5:30 PM
  • ITIL 4 Versus ITIL v3 – What are the Main Differences IT Leaders Need to Know About?

    Robin Hysick, Management Consultant, Pink Elephant
    Robin Hysick – Pink Elephant – PinkFORUM19

    For almost twenty-five years, this best practice framework for IT Service Management has enabled IT organizations to be more productive, effective, service oriented, and process-minded. In addition to highlighting key differences between ITIL v3’s Service Lifecycle model versus ITIL 4’s Service Value System, this session is designed for those new to ITIL or needing a refresh. The agenda includes a high-level overview of ITIL’s history, key concepts and practices, and it also highlights ITIL’s business value.

    To maximize participation, this session is scheduled more than once throughout the event – it is presented on Sunday afternoon as a Pre-Event Optimizer and Tuesday morning as an Early Riser session.

  • ITIL 4 – An Executive Overview

    Troy DuMoulin, VP Research & Development, Pink Elephant
    Troy DuMoulin – Pink Elephant – PinkFORUM19

    Core to ITIL v3 was a set of 26 processes and functions arranged in a Service Lifecycle consisting of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

    ITIL 4 takes a different approach, with a Service Value System (SVS) that demonstrates how opportunity/demand is turned into business value. It consists of a set of seven guiding principles, governance, service value chain activities, a set of 34 practices, four business dimensions, and continual improvement. The central element of the SVS is the Service Value Chain, an operating model which outlines the key activities required to respond to demand and facilitate business value creation through the management of products and services. Taken from Pink Elephant’s ITIL 4 Foundation certification course. Troy’s session explains the need for this model and why the Service Value Chain is more flexible and dynamic than ITIL v3’s Service Lifecycle.

    To maximize participation, this session is scheduled more than once throughout the event – it is presented on Sunday afternoon as a Pre-Event Optimizer and Tuesday morning as an Early Riser session.

  • ITIL 4 – Beyond the Foundation Level

    Jack Probst, Principal Consultant, Pink Elephant
    Jack Probst – Pink Elephant – PinkFORUM19

    Jack provides an update for, and reviews the intermediate level of ITIL 4, which is currently under development and slated to be introduced in late 2019/early 2020. The intermediate level includes books, courses, and an online portal.

    This very informative session includes: an overview of ITIL 4’s The Managing Professional series of books and courses, of which there are four: Create, Support & Deliver; Drive Stakeholder Value; High Velocity IT; and Direct, Plan & Improve. Specifically, Jack will highlight the intent and purpose, as well as the business value of each topic, and provide a comparison to ITIL v3 and other frameworks. To maximize participation, this session is scheduled as a Sunday afternoon optimizer and as a breakout session on Monday.

WELCOME RECEPTION
  • 5:30 PM - 7:00 PM

Join us Sunday night for a welcome reception that will include light food and drinks (on us!). Mingle and make new friends. Monday night’s reception will provide another opportunity to network and connect with like-minded IT professionals.

PinkFORUM19 – Welcome reception
PinkFORUM19 – Welcome reception
PinkFORUM19 – Welcome reception
PinkFORUM19 – Welcome reception

19

Aug

Monday

Registration, Information & Customer Service Desk Open
  • 7:00 AM – 6:30 PM
Continental Breakfast
  • 7:00 AM – 8:30 AM
Welcome & Opening Comments
  • 8:30 AM – 8:40 AM
Opening Keynote: Leading an Integrated Approach to IT Service Management – Today’s Reality!
Troy DuMoulin, VP Research & Development, Pink Elephant
  • 8:40 AM – 9:40 AM
Troy DuMoulin – Pink Elephant – PinkFORUM19

The interconnectivity of several new and long-standing methodologies and best practices supporting IT Service Management (ITSM) is no longer a far off “yeah, sure, maybe I’ll do it one day” notion; it is a need to have. It is a need to know. It is today’s reality.

IT leaders must understand what an “integrated” approach means, and actually, know how to do it! It is THE key to delivering IT services in a cost effective and overall more efficient manner.

With over twenty years of direct ITSM experience, including certification in every version of ITIL, today, Troy is one of the world’s foremost authorities and subject matter experts. He is highly respected in the industry and much sought after by both professionals and IT practitioners for his in-depth understanding. This is your unique opportunity to learn from the best. The industry-exclusive session highlights, exactly how ITIL 4’s new business model, DevOps, Lean, Agile, and concepts of BRM, and Organizational Change Management all work together to create true business value. Don’t miss out. NO ONE will explain this needed understanding to you the way Troy will do it!

Refreshment Break
  • 9:40 AM – 10:00 AM
Breakout Sessions
  • 10:00 AM - 11:00 AM
  • The New Seven Guiding Principles of ITIL – Part 1

    Jack Probst, Principal Consultant, Pink Elephant
    Jack Probst – Pink Elephant – PinkFORUM19

    According to ITIL 4, a guiding principle is a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. Taken from Pink’s ITIL 4 Foundation certification course, Jack’s presentation will focus on the seven guiding principles that embody the core messages of service management from a leader’s perspective, supporting successful actions and good decisions.

    During part one, Jack will profile and discuss the first three principles: focus on value; start where you are; progress iteratively with feedback.

    During part two, Jack will profile and discuss the next four principles: collaborate and promote visibility; think and work holistically; keep it simple and practical; optimize and automate.

    Jack’s review includes real-world examples for each principle taken from his consultant’s case book and his many years as a senior IT leader himself.

    Jack explains that ITIL 4’s new guiding principles encourage and support organizations in continual improvement at all levels. These principles are also reflected in many other models such as Lean, Agile, DevOps, and Organizational Change Management. This allows organizations to effectively integrate the use of multiple methods into an overall approach to service management.

  • Lean Leadership – Changing the Way You LEAD to Help Teams Change the Way They WORK

    Carol Christobek, Director, Continuous Improvement, Ashland LLC
    carol christobek – Pink Elephant – PinkFORUM19

    Many of us aspire to become a Lean Leader, but how can we fully embrace that role in the face of the multiple business pressures we experience daily? To make lean leadership work, you need to focus on trust and transparency, on teaching rather than managing, and encouraging your team to improve both hard and soft skills. The goal is to enable your team members to embrace Lean as a way of life, and to empower them to analyze and manage their own work challenges. However, connecting with your team in this way can be a very new behavior for the manager. It requires thought, planning and especially TIME, which is often in very short supply in today’s fast-paced environments.

    Ashland LLC, a specialty chemical manufacturer, has an ongoing commitment to Continuous Improvement and Lean across the organization. During this session Carol will illustrate the efforts taken at Ashland to implement the CI program and highlight the current Agile and DevOps activities being utilized by the organization. She will also describe a new and exciting collaboration between the CI team and the commercial organization managers responsible for Hoshin Kanri, utilizing CI tools to implement their action plans and achieve their strategic vision. Using the experiences of her own journey of discovery as a Lean Leader, Carol will discuss the effort required to ensure the success of the CI program and equally as important, the success of her team members.

  • Ask the Pink Experts – One on Ones

    These exclusive sessions are only available for attendees who reserve a specific time slot! It’s like getting free consulting. Come on your own or as a team – bring your most pressing issues and get your questions answered!

    Hold quality Q&A discussions with the best senior ITSM consultants in the industry. Ask them anything you want about how to implement specific processes or general questions about how to plan and roll out your IT Service Management projects and initiatives – they will have the answer.

    To reserve your time, contact info@pinkelephant.com

Comfort Break
  • 11:00 AM - 11:15 AM
Breakout Sessions
  • 11:15 AM - 12:15 PM
  • An IT Leader’s Holistic View of ITIL’s NEW Service Value System & Its 4 Dimensions: Part 1

    Troy DuMoulin, VP Research & Development, Pink Elephant
    Troy DuMoulin – Pink Elephant – PinkFORUM19

    In this one-of-a-kind (and industry first!) 4-part presentation series, Troy – who is an ITIL 4 major content contributor and part of the global architect team – will discuss ITIL 4’s Service Value System (SVS) model with specific focus on the four business dimensions that IT organizations need to understand and manage within the context of the Service Value Chain.

    Part 1 – Organizations and People

    • Leadership of a SVS (not silos)
    • Organizational change (leading a transformation)
    • Workforce and talent management (a new practice of ITIL 4)

    Part 2 – Information and Technology

    • Moving from point solutions to an integrated approach to automation
    • Connecting Project Management, Service Management and Software Development automation
    • Critical ITSM considerations when adopting an internal and external cloud strategy

    Part 3 – Partners and Suppliers

    • The ITIL 4 concepts of Service Relationship Management – What happened to BRM?
    • How to manage complex supply chains (SIAM)
    • The updated understanding of value and outcomes in the context of Product and Service definitions

    Part 4 – Value streams and processes

    • How the ITIL value chain as an enterprise operating model that can be used to govern and manage
    • The ITIL 4 value chain and value streams – how do they relate?
    • How can the ITIL 4 value chain support the goals of Integrated Service Management? (DevOps, Agile, Lean, Organizational Change)

    In the past, many organizations (and some ITIL trainers and consultants too!) have mistakenly promoted an à-la-carte approach to the ITIL body of knowledge. The message often repeated was that “Adopt and Adapt” meant you only have to pay attention to those processes which were relevant, and the assumption was that many of them were not.

    Troy will explain how and why this approach unfortunately had many negative side effects that continue to cause challenges for IT leaders to this day. These include:

    • Processes and their supporting tools were implemented as silos without the necessary integration
    • The majority of organizations adopting ITIL have focused only on the transition and operations processes stunting their maturity
    • Processes were seen to be restricted to specific phases of the lifecycle reinforcing silo-based organizational structures
    • The lack of Development or Project Management activities in previous ITIL iterations instilled a belief in the artificial separation of Development and Operations teams

    A key theme of ITIL 4 is that value is created by an integrated end-to-end value chain and a set of practices supported by a network of service providers that cannot tolerate silos. This includes the view that all of the 34 practices listed in ITIL 4 are critical for any service provider to understand and proactively manage. You don’t get to choose whether they are important or not, you only get to choose in what order and priority to address them.

    In each of the four presentations, Troy will provide a very quick overview of the SVS model and the previous dimension(s), but only cover the more salient points. The remainder of the presentation will be focused on a very specific dimension.

    Don’t miss this exclusive and powerful education experience from one the world’s leading ITIL experts!

  • Practices versus Processes – A Rose by Another Name?

    Robin Hysick, Management Consultant, Pink Elephant
    Robin Hysick – Pink Elephant – PinkFORUM19

    The ITIL v3 Service Management model includes 26 processes and functions designed around a five-stage lifecycle. ITIL 4 includes 34 practices (not processes!) designed around a Service Value System. During this session, Robin’s focus will be on describing the following:

    • What IT leaders need to know about the significant differences between a practice and a process or function.
    • ITIL 4 groups its 34 practices into three categories: General Management, Service Management, and Technical Management. What is the significance of these distinctions for IT leaders?
    • Which of the ITIL 4 practices are new (were not part of ITIL v3) and what’s important for IT leaders to understand about them?
    • What considerations are there for IT leaders who want to decide between continuing to follow ITIL v3’s best practices versus ITIL 4? Is it one or the other, or both? And for how much longer?

    Don’t miss this top-notch educational session that will enable you to understand how to plan your future team training and continual improvement programs. And bring your questions! Robin will answer all of them.

  • What IT Leaders Need To Know About How Data Holds The Key To Unlocking ITIL Potential

    Ben Sapp, Insights Architect, Numerify
    Robin Hysick – Pink Elephant – PinkFORUM19

    Here are some key questions that Ben will challenge IT service operations leaders to answer: What is driving your P1 incidents? What opportunities do you have for automation? What work should you stop doing? Which changes may cause an outage?

    Your data has the answers to these questions and much more. Ben will discuss how using deep analytics enables you to unlock insights that will raise your organization to the next level and take full advantage of the ITIL framework. Ben will also highlight best practices for leveraging deep analytics to drive actionable IT insights. He will provide practical examples that any organization can use to reduce cost and risk, improve efficiency, and drive consistent team performance.

    His session also includes a discussion about the practice of applying business intelligence to the business of IT, as an accelerated path to enhanced organizational effectiveness.

  • Ask the Pink Experts – One on Ones

    These exclusive sessions are only available for attendees who reserve a specific time slot! It’s like getting free consulting. Come on your own or as a team – bring your most pressing issues and get your questions answered!

    Hold quality Q&A discussions with the best senior ITSM consultants in the industry. Ask them anything you want about how to implement specific processes or general questions about how to plan and roll out your IT Service Management projects and initiatives – they will have the answer.

    To reserve your time, contact info@pinkelephant.com

Lunch
  • 12:15 PM - 1:15 PM
Breakout Sessions
  • 1:15 PM - 2:15 PM
  • The New Seven Guiding Principles of ITIL – Part 2

    Jack Probst, Principal Consultant, Pink Elephant
    Jack Probst – Pink Elephant – PinkFORUM19

    According to ITIL 4, a guiding principle is a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. Taken from Pink’s ITIL 4 Foundation certification course, Jack’s presentation will focus on the seven guiding principles that embody the core messages of service management from a leader’s perspective, supporting successful actions and good decisions.

    During part one, Jack will profile and discuss the first three principles: focus on value; start where you are; progress iteratively with feedback.

    During part two, Jack will profile and discuss the next four principles: collaborate and promote visibility; think and work holistically; keep it simple and practical; optimize and automate.

    Jack’s review includes real-world examples for each principle taken from his consultant’s case book and his many years as a senior IT leader himself.

    Jack explains that ITIL 4’s new guiding principles encourage and support organizations in continual improvement at all levels. These principles are also reflected in many other models such as Lean, Agile, DevOps, and Organizational Change Management. This allows organizations to effectively integrate the use of multiple methods into an overall approach to service management.

  • An IT Leader’s Holistic View of ITIL’s NEW Service Value System & Its 4 Dimensions: Part 2

    Troy DuMoulin, VP Research & Development, Pink Elephant
    Troy DuMoulin – Pink Elephant – PinkFORUM19

    In this one-of-a-kind (and industry first!) 4-part presentation series, Troy – who is an ITIL 4 major content contributor and part of the global architect team – will discuss ITIL 4’s Service Value System (SVS) model with specific focus on the four business dimensions that IT organizations need to understand and manage within the context of the Service Value Chain.

    Part 1 – Organizations and People

    • Leadership of a SVS (not silos)
    • Organizational change (leading a transformation)
    • Workforce and talent management (a new practice of ITIL 4)

    Part 2 – Information and Technology

    • Moving from point solutions to an integrated approach to automation
    • Connecting Project Management, Service Management and Software Development automation
    • Critical ITSM considerations when adopting an internal and external cloud strategy

    Part 3 – Partners and Suppliers

    • The ITIL 4 concepts of Service Relationship Management – What happened to BRM?
    • How to manage complex supply chains (SIAM)
    • The updated understanding of value and outcomes in the context of Product and Service definitions

    Part 4 – Value streams and processes

    • How the ITIL value chain as an enterprise operating model that can be used to govern and manage
    • The ITIL 4 value chain and value streams – how do they relate?
    • How can the ITIL 4 value chain support the goals of Integrated Service Management? (DevOps, Agile, Lean, Organizational Change)

    In the past, many organizations (and some ITIL trainers and consultants too!) have mistakenly promoted an à-la-carte approach to the ITIL body of knowledge. The message often repeated was that “Adopt and Adapt” meant you only have to pay attention to those processes which were relevant, and the assumption was that many of them were not.

    Troy will explain how and why this approach unfortunately had many negative side effects that continue to cause challenges for IT leaders to this day. These include:

    • Processes and their supporting tools were implemented as silos without the necessary integration
    • The majority of organizations adopting ITIL have focused only on the transition and operations processes stunting their maturity
    • Processes were seen to be restricted to specific phases of the lifecycle reinforcing silo-based organizational structures
    • The lack of Development or Project Management activities in previous ITIL iterations instilled a belief in the artificial separation of Development and Operations teams

    A key theme of ITIL 4 is that value is created by an integrated end-to-end value chain and a set of practices supported by a network of service providers that cannot tolerate silos. This includes the view that all of the 34 practices listed in ITIL 4 are critical for any service provider to understand and proactively manage. You don’t get to choose whether they are important or not, you only get to choose in what order and priority to address them.

    In each of the four presentations, Troy will provide a very quick overview of the SVS model and the previous dimension(s), but only cover the more salient points. The remainder of the presentation will be focused on a very specific dimension.

    Don’t miss this exclusive and powerful education experience from one the world’s leading ITIL experts!

  • Ask the Pink Experts – One on Ones

    These exclusive sessions are only available for attendees who reserve a specific time slot! It’s like getting free consulting. Come on your own or as a team – bring your most pressing issues and get your questions answered!

    Hold quality Q&A discussions with the best senior ITSM consultants in the industry. Ask them anything you want about how to implement specific processes or general questions about how to plan and roll out your IT Service Management projects and initiatives – they will have the answer.

    To reserve your time, contact info@pinkelephant.com

Beverage Break
  • 2:15 PM - 2:30 PM
Breakout Sessions
  • 2:30 PM - 3:30 PM
  • Lean & the IT Leader – Inseparable!

    George Spalding, Executive Vice President, Pink Elephant
    george-spalding – Pink Elephant – PinkFORUM19

    George will explain that Lean IT is the extension of lean manufacturing and lean services’ principles to the development and management of IT products and services. Its central concern, applied in the context of IT, is the elimination of waste, where waste is work that adds no value to a product or service. This concept is especially important when implementing best practices according to ITIL. The certification courses teach you what to implement, but not how to design or streamline processes and identify barriers and bottlenecks.

    Join George as he delves into the guiding principles of Lean IT and describes why every IT leader needs to know these, together with the traits of a Lean Leader. In today’s business environment, the guiding principles are not just nice-to-haves, but most definitely are also NEED-to-haves! You will understand not only the techniques that will lead your organization to meet your goals, but also learn about the unique characteristics of a Lean Leader and how crucial it is to adopt them.

    To maximize participation, this session is scheduled more than once throughout the event – it is presented on Monday and Tuesday.

  • The Business Impact of Practical, Service Leadership

    Peter McGarahan, Senior Director of IT, First American Financial
    Peter McGarahan – Pink Elephant – PinkFORUM19

    Peter will discuss his view that today’s workplace environment is challenged by the speed and complexity of change with technology, the business and the workforce. Leadership is under great pressure to step-up, be accountable and drive the change agenda dealing with the company’s culture, work environment, training, roles and responsibilities and communication. It’s important for leaders during this critical time to be in a strong, credible position to do the right things for the right reasons when making principled, fact-based decisions.

    Join Peter as he shares his experiences and lessons learned while building a culture of engagement, encouragement, and professional development within an IT department by making the workplace a healthy, productive and fun environment where all employees can’t wait to come to work and make it happen! He will also discuss how the award-winning First American Financial Workplace & Collaboration IT Services team has grown and become business impactful because they have gained the confidence of the business. Peter will also elaborate on how they are a trusted advisor and business partner working together with the business to solve problems and create opportunities.

    During this session, Peter will share his experiences about the following:

    • The valued leadership qualities and principles that make a notable, lasting difference
    • Examples of the power and results of leading by example
    • The importance and rippling impact of having and sharing a Service Strategy
    • Why and share examples of Trust Matters in all business relationships
    • Lessons learned about why you must sell your success story
  • ITIL 4 – Beyond the Foundation Level

    Jack Probst, Principal Consultant, Pink Elephant
    Jack Probst – Pink Elephant – PinkFORUM19

    Jack provides an update for, and reviews the intermediate level of ITIL 4, which is currently under development and slated to be introduced in late 2019/early 2020. The intermediate level includes books, courses, and an online portal.

    This very informative session includes: an overview of ITIL 4’s The Managing Professional series of books and courses, of which there are four: Create, Support & Deliver; Drive Stakeholder Value; High Velocity IT; and Direct, Plan & Improve. Specifically, Jack will highlight the intent and purpose, as well as the business value of each topic, and provide a comparison to ITIL v3 and other frameworks. To maximize participation, this session is scheduled as a Sunday afternoon optimizer and as a breakout session on Monday.

  • Ask the Pink Experts – One on Ones

    These exclusive sessions are only available for attendees who reserve a specific time slot! It’s like getting free consulting. Come on your own or as a team – bring your most pressing issues and get your questions answered!

    Hold quality Q&A discussions with the best senior ITSM consultants in the industry. Ask them anything you want about how to implement specific processes or general questions about how to plan and roll out your IT Service Management projects and initiatives – they will have the answer.

    To reserve your time, contact info@pinkelephant.com

Comfort Break
  • 3:30 PM - 3:45 PM
General Session
  • 3:45 PM - 5:00 PM
  • How a Leader Can Use the Theory of Constraints (In a World Gone Mad!)

    Jonathan Hinkle, Vice President, Director of Information Technology, First Fidelity Bank
    Jonathan Hinkle – Pink Elephant – PinkFORUM19

    Today’s work environment is loud, busy, and full of constant interruptions – and that all happens before your first cup of coffee!

    Do you ever, at the end the day, exhausted, wonder “what did I really accomplish as a leader?” Do you sometimes watch with a feeling of helplessness as, despite frenetic activity, you and your team miss goal after goal? You are not alone, and the good news is it doesn’t have to be this way – there is hope!

    During this session, Jonathan will discuss how to best use your greatest asset – your attention. He will use the story of Herbie, from Eli Goldratt’s business book, The Goal, to explain what prevents individuals and teams from accomplishing their dreams. Jonathan, using his personal experiences from his family, life, and work as a senior IT leader at First Fidelity Bank, will discuss practical strategies and methods you can use to get stuff done and accomplish leader and team goals.

    Jonathan’s main discussion points include:

    • Learn how to develop a practical understanding of the theory of constraints, and why this is a must-read business book for IT leaders
    • Learn how to identify and isolate distractions
    • Discover what you can use to increase cognitive throughput

    Walk away with practical methods you can employ as a leader to get the right stuff done.

NETWORKING RECEPTION
  • 5:00 PM - 6:30 PM

Join us Monday night for a networking reception that will include light food and drinks (on us!). Mingle and make new friends, and have a further opportunity to network and connect with like-minded IT leaders.

PinkFORUM19 – Welcome reception
PinkFORUM19 – Welcome reception
PinkFORUM19 – Welcome reception
PinkFORUM19 – Welcome reception

20

Aug

Tuesday

Information & Customer Service Desk Open
  • 6:45 AM – 5:00 PM
Continental Breakfast
  • 6:45 AM – 8:30 AM
Early Riser Sessions
  • 7:15 AM – 8:15 AM
  • ITIL 4 Versus ITIL v3 – What are the Main Differences IT Leaders Need to Know About?

    Robin Hysick, Management Consultant, Pink Elephant
    Robin Hysick – Pink Elephant – PinkFORUM19

    For almost twenty-five years, this best practice framework for IT Service Management has enabled IT organizations to be more productive, effective, service oriented, and process-minded. In addition to highlighting key differences between ITIL v3’s Service Lifecycle model versus ITIL 4’s Service Value System, this session is designed for those new to ITIL or needing a refresh. The agenda includes a high-level overview of ITIL’s history, key concepts and practices, and it also highlights ITIL’s business value.

    To maximize participation, this session is scheduled more than once throughout the event – it is presented on Sunday afternoon as a Pre-Event Optimizer and Tuesday morning as an Early Riser session.

  • ITIL 4 – An Executive Overview

    Troy DuMoulin, VP Research & Development, Pink Elephant
    Troy DuMoulin – Pink Elephant – PinkFORUM19

    Core to ITIL v3 was a set of 26 processes and functions arranged in a Service Lifecycle consisting of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

    ITIL 4 takes a different approach, with a Service Value System (SVS) that demonstrates how opportunity/demand is turned into business value. It consists of a set of seven guiding principles, governance, service value chain activities, a set of 34 practices, four business dimensions, and continual improvement. The central element of the SVS is the Service Value Chain, an operating model which outlines the key activities required to respond to demand and facilitate business value creation through the management of products and services. Taken from Pink Elephant’s ITIL 4 Foundation certification course. Troy’s session explains the need for this model and why the Service Value Chain is more flexible and dynamic than ITIL v3’s Service Lifecycle.

    To maximize participation, this session is scheduled more than once throughout the event – it is presented on Sunday afternoon as a Pre-Event Optimizer and Tuesday morning as an Early Riser session.

Comfort Break
  • 8:15 AM – 8:30 AM
General Session
  • 8:30 AM – 9:40 AM
  • Great Balls of Fire!

    Denise Ryan, Motivational Pyromaniac, FireStar Speaking
    Denise Ryan – FireStar Speaking – PinkFORUM19

    Denise is a communication and motivation expert and always a very highly rated speaker at Pink’s events. You will love her super high-energy presentation!

    One of the greatest challenges we all face is keeping ourselves motivated. This is particularly difficult and extremely important with our fast-paced high responsibility jobs today – and especially true for leaders. It’s easy to lose enthusiasm and get burned out, stressed out, and finally – checked out. This high-energy session gives you six steps for getting the fire back in your life professionally and personally. You will not only be inspired during this keynote presentation, you will leave with a method you can apply long after the speech.

Beverage Break
  • 9:40 AM – 10:00 AM
Breakout Sessions
  • 10:00 AM - 11:00 AM
  • The ITSM Leader & the Agile Manifesto

    George Spalding, Executive Vice President, Pink Elephant
    george-spalding – Pink Elephant – PinkFORUM19

    Agile certification for IT service management professionals is becoming increasingly relevant and meaningful. If you have not gotten on the Agile train yet, it’s time to get on board!

    Not just for software developers, George will explain what you need to know as a leader about Agile and IT service management, and the numerous benefits of an Agile approach for development and project management.

    In early 2001, seventeen creative and forward-thinking developers got together at a ski resort in Utah and created what we now know as the Agile Manifesto. Made up of four basic tenets and 12 guiding principles, it clearly describes the concept of Agile Development and Project Management in just a few pages.

    Using a number of Lean principles, concepts and tools, Agile flew directly in the face of the generally accepted development and project management methodologies. It was, indeed, subversive. Challenged the status quo. Made lots of people very uncomfortable. And it made a lot of sense. It was truly a paradigm shift in terms of delivering value. It still is. No more 'one and done'. No more waterfall. Agile is an iterative and flexible approach that embraces last-minute changes, downplays detailed documentation, encourages customer involvement and significantly shrinks the project release cycle.

  • The Future is Built on ITIL – Welcome to the Future

    Margo Leach, Chief Product Officer, AXELOS
    Margo Leach – Pink Elephant – PinkFORUM19

    ITIL 4 Foundation has successfully landed but what does the future hold for the next levels of ITIL 4?

    In this session, AXELOS’ Chief Product Officer, Margo Leach, will talk through what to expect from the ITIL 4 Managing Professional and ITIL 4 Strategic Leader modules, which make up the upper levels of the ITIL 4 certification scheme.

    ITIL has evolved to help IT and digital service providers adapt and meet the needs of a demanding customer base, with more focus on co-creating value collaboratively between the organization and stakeholders. It also looks at ITSM, development, operations, business relationships and governance in a holistic way, ensuring all functions across the organization are working towards common objectives.

    Attend this session to find out more about what will be covered in the Managing Professional and Strategic Leader modules and the business benefits of each upper level module. Discover how ITIL 4 will help IT professionals and organizations navigate the modern digital world and support their transformation journeys to enable the delivery of a world-class digital service.

  • What IT Leaders Need to Know About ITIL 4’s Service Value System & Service Value Chain

    Jack Probst, Principal Consultant, Pink Elephant
    Jack Probst – Pink Elephant – PinkFORUM19

    Core to ITIL v3 was a set of 26 processes and functions arranged in a Service Lifecycle consisting of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

    ITIL 4 takes a different approach with a Service Value System (SVS) that demonstrates how opportunity/demand is turned into business value. It consists of a set of guiding principles, governance, service value chain activities, a set of 34 practices, and continual improvement. The central element of the SVS is the Service Value Chain, an operating model which outlines the key activities required to respond to demand and facilitate business value creation through the management of products and services.

    Taken from Pink Elephant’s ITIL 4 Foundation certification course, Jack’s session explains the need for this model from an IT leadership perspective, and why the Service Value Chain is more flexible, dynamic, and more relevant to today’s business environment than ITIL v3’s Service Lifecycle.

  • Ask the Pink Experts – One on Ones

    These exclusive sessions are only available for attendees who reserve a specific time slot! It’s like getting free consulting. Come on your own or as a team – bring your most pressing issues and get your questions answered!

    Hold quality Q&A discussions with the best senior ITSM consultants in the industry. Ask them anything you want about how to implement specific processes or general questions about how to plan and roll out your IT Service Management projects and initiatives – they will have the answer.

    To reserve your time, contact info@pinkelephant.com

Comfort Break
  • 11:00 AM - 11:15 AM
Breakout Sessions
  • 11:15 AM - 12:15 PM
  • An IT Leader’s Holistic View of ITIL’s NEW Service Value System & Its 4 Dimensions: Part 3

    Troy DuMoulin, VP Research & Development, Pink Elephant
    Troy DuMoulin – Pink Elephant – PinkFORUM19

    In this one-of-a-kind (and industry first!) 4-part presentation series, Troy – who is an ITIL 4 major content contributor and part of the global architect team – will discuss ITIL 4’s Service Value System (SVS) model with specific focus on the four business dimensions that IT organizations need to understand and manage within the context of the Service Value Chain.

    Part 1 – Organizations and People

    • Leadership of a SVS (not silos)
    • Organizational change (leading a transformation)
    • Workforce and talent management (a new practice of ITIL 4)

    Part 2 – Information and Technology

    • Moving from point solutions to an integrated approach to automation
    • Connecting Project Management, Service Management and Software Development automation
    • Critical ITSM considerations when adopting an internal and external cloud strategy

    Part 3 – Partners and Suppliers

    • The ITIL 4 concepts of Service Relationship Management – What happened to BRM?
    • How to manage complex supply chains (SIAM)
    • The updated understanding of value and outcomes in the context of Product and Service definitions

    Part 4 – Value streams and processes

    • How the ITIL value chain as an enterprise operating model that can be used to govern and manage
    • The ITIL 4 value chain and value streams – how do they relate?
    • How can the ITIL 4 value chain support the goals of Integrated Service Management? (DevOps, Agile, Lean, Organizational Change)

    In the past, many organizations (and some ITIL trainers and consultants too!) have mistakenly promoted an à-la-carte approach to the ITIL body of knowledge. The message often repeated was that “Adopt and Adapt” meant you only have to pay attention to those processes which were relevant, and the assumption was that many of them were not.

    Troy will explain how and why this approach unfortunately had many negative side effects that continue to cause challenges for IT leaders to this day. These include:

    • Processes and their supporting tools were implemented as silos without the necessary integration
    • The majority of organizations adopting ITIL have focused only on the transition and operations processes stunting their maturity
    • Processes were seen to be restricted to specific phases of the lifecycle reinforcing silo-based organizational structures
    • The lack of Development or Project Management activities in previous ITIL iterations instilled a belief in the artificial separation of Development and Operations teams

    A key theme of ITIL 4 is that value is created by an integrated end-to-end value chain and a set of practices supported by a network of service providers that cannot tolerate silos. This includes the view that all of the 34 practices listed in ITIL 4 are critical for any service provider to understand and proactively manage. You don’t get to choose whether they are important or not, you only get to choose in what order and priority to address them.

    In each of the four presentations, Troy will provide a very quick overview of the SVS model and the previous dimension(s), but only cover the more salient points. The remainder of the presentation will be focused on a very specific dimension.

    Don’t miss this exclusive and powerful education experience from one the world’s leading ITIL experts!

  • Leading for an Agile Culture One Sprint at a Time

    Penny Rowlands, Director, Continuous Improvement, Kaiser Permanente
    Penny Rowlands – Pink Elephant – PinkFORUM19

    In today’s fast-paced and dynamic environment, teams need to find new ways of working that promote collaboration and learning, as well as improve the speed of value delivery. To accomplish this goal, many organizations have adopted the Agile Scrum practice to provide the discipline and structure needed to work as a cohesive team. However, the road – or should we say, journey – to agility has many bumps that require leadership and coaching to support the necessary adjustments to attitudes, culture, and practice.

    Join Penny as she describes the journey her team has been on to adopt Agile and Lean practices, to prepare themselves for delivering automation and machine learning services.

    During this session, Penny will discuss the following:

    • Applying Agile Scrum to a multi-disciplinary team including development, operations, and process people
    • The cultural changes needed to work as a Scrum team that leave egos and job titles at the door
    • Developing the mental models and skills necessary to provide effective product ownership
  • Lean & the IT Leader – Inseparable!

    George Spalding, Executive Vice President, Pink Elephant
    george-spalding – Pink Elephant – PinkFORUM19

    George will explain that Lean IT is the extension of lean manufacturing and lean services’ principles to the development and management of IT products and services. Its central concern, applied in the context of IT, is the elimination of waste, where waste is work that adds no value to a product or service. This concept is especially important when implementing best practices according to ITIL. The certification courses teach you what to implement, but not how to design or streamline processes and identify barriers and bottlenecks.

    Join George as he delves into the guiding principles of Lean IT and describes why every IT leader needs to know these, together with the traits of a Lean Leader. In today’s business environment, the guiding principles are not just nice-to-haves, but most definitely are also NEED-to-haves! You will understand not only the techniques that will lead your organization to meet your goals, but also learn about the unique characteristics of a Lean Leader and how crucial it is to adopt them.

    To maximize participation, this session is scheduled more than once throughout the event – it is presented on Monday and Tuesday.

  • Ask the Pink Experts – One on Ones

    These exclusive sessions are only available for attendees who reserve a specific time slot! It’s like getting free consulting. Come on your own or as a team – bring your most pressing issues and get your questions answered!

    Hold quality Q&A discussions with the best senior ITSM consultants in the industry. Ask them anything you want about how to implement specific processes or general questions about how to plan and roll out your IT Service Management projects and initiatives – they will have the answer.

    To reserve your time, contact info@pinkelephant.com

Lunch
  • 12:15 PM - 1:15 PM
Breakout Sessions
  • 1:15 PM - 2:15 PM
  • An IT Leader’s Holistic View of ITIL’s NEW Service Value System & Its 4 Dimensions: Part 4

    Troy DuMoulin, VP Research & Development, Pink Elephant
    Troy DuMoulin – Pink Elephant – PinkFORUM19

    In this one-of-a-kind (and industry first!) 4-part presentation series, Troy – who is an ITIL 4 major content contributor and part of the global architect team – will discuss ITIL 4’s Service Value System (SVS) model with specific focus on the four business dimensions that IT organizations need to understand and manage within the context of the Service Value Chain.

    Part 1 – Organizations and People

    • Leadership of a SVS (not silos)
    • Organizational change (leading a transformation)
    • Workforce and talent management (a new practice of ITIL 4)

    Part 2 – Information and Technology

    • Moving from point solutions to an integrated approach to automation
    • Connecting Project Management, Service Management and Software Development automation
    • Critical ITSM considerations when adopting an internal and external cloud strategy

    Part 3 – Partners and Suppliers

    • The ITIL 4 concepts of Service Relationship Management – What happened to BRM?
    • How to manage complex supply chains (SIAM)
    • The updated understanding of value and outcomes in the context of Product and Service definitions

    Part 4 – Value streams and processes

    • How the ITIL value chain as an enterprise operating model that can be used to govern and manage
    • The ITIL 4 value chain and value streams – how do they relate?
    • How can the ITIL 4 value chain support the goals of Integrated Service Management? (DevOps, Agile, Lean, Organizational Change)

    In the past, many organizations (and some ITIL trainers and consultants too!) have mistakenly promoted an à-la-carte approach to the ITIL body of knowledge. The message often repeated was that “Adopt and Adapt” meant you only have to pay attention to those processes which were relevant, and the assumption was that many of them were not.

    Troy will explain how and why this approach unfortunately had many negative side effects that continue to cause challenges for IT leaders to this day. These include:

    • Processes and their supporting tools were implemented as silos without the necessary integration
    • The majority of organizations adopting ITIL have focused only on the transition and operations processes stunting their maturity
    • Processes were seen to be restricted to specific phases of the lifecycle reinforcing silo-based organizational structures
    • The lack of Development or Project Management activities in previous ITIL iterations instilled a belief in the artificial separation of Development and Operations teams

    A key theme of ITIL 4 is that value is created by an integrated end-to-end value chain and a set of practices supported by a network of service providers that cannot tolerate silos. This includes the view that all of the 34 practices listed in ITIL 4 are critical for any service provider to understand and proactively manage. You don’t get to choose whether they are important or not, you only get to choose in what order and priority to address them.

    In each of the four presentations, Troy will provide a very quick overview of the SVS model and the previous dimension(s), but only cover the more salient points. The remainder of the presentation will be focused on a very specific dimension.

    Don’t miss this exclusive and powerful education experience from one the world’s leading ITIL experts!

  • Leading Change – Best Practices

    Robin Hysick, Management Consultant, Pink Elephant
    Robin Hysick – Pink Elephant – PinkFORUM19

    Every IT leader should know about Kotter’s eight-step model for implementing change!

    Leading Change is recognized as one of the all-time best-selling business books and the definitive work on the subject. Harvard Business School Professor John P. Kotter methodically and carefully explains his eight-step process for leading and managing major organizational change in an easy to understand fashion. Leading Change captures his wealth of knowledge and experience working with major companies all over the world. Professor Kotter takes concepts like leadership, urgency, vision, strategy, quick wins, and communication and puts them in well-explained, practical terms that anyone can follow.

    If you're a manager at any level of your IT organization who is currently leading any aspect of a change (and today, it’s an ongoing occurrence!), understanding Kotter’s eight-step change process is a must-know, and this is a not-to-be-missed session. Plus, learn how to apply the best practices from this book from one of the world's leading ITSM consultants – Robin Hysick. You’ll gain huge benefits from Robin's extensive ITIL implementation and IT project management experience as she walks you through several real-world examples for each of the eight steps.

  • A DevOps Health Check for IT Leaders

    George Spalding, Executive Vice President, Pink Elephant
    george-spalding – Pink Elephant – PinkFORUM19

    The doctor is in! George will take you through many key questions that you can use to rate the maturity of your organization’s DevOps practices.

    This is a very hands-on presentation that is taken from Pink Elephant’s DevOps Essentials certification course. George starts with an overview of the concepts of “process maturity” – must-have knowledge for all IT managers. He will then walk you through each question as you rate your organization on the maturity level of several key cultural, practice/process, and tool-related areas. Not only will you walk away with an understanding of the health of your organization’s DevOps discipline, but you’ll also have the start of a real and meaningful action plan for improvement!

  • Ask the Pink Experts – One on Ones

    These exclusive sessions are only available for attendees who reserve a specific time slot! It’s like getting free consulting. Come on your own or as a team – bring your most pressing issues and get your questions answered!

    Hold quality Q&A discussions with the best senior ITSM consultants in the industry. Ask them anything you want about how to implement specific processes or general questions about how to plan and roll out your IT Service Management projects and initiatives – they will have the answer.

    To reserve your time, contact info@pinkelephant.com

Beverage Break
  • 2:15 PM - 2:30 PM
Breakout Sessions
  • 2:30 PM - 3:30 PM
  • Service Relationship Management – Everyone into the Pool!

    Elaine Lauritzen, Managing Director, Support Services, Brigham Young University
    Elaine Lauritzen – Pink Elephant – PinkFORUM19

    In a Service Value System world, relationship management isn’t just for leadership or those with the title of relationship manager. Everyone involved in delivering products and services – Product Owners, Business Analysts, Development Team members, process owners, to name just a few examples – are involved in creating and delivering value.

    During this session, Elaine will discuss – using one of ITIL 4’s key leadership focus areas – Service Relationship Management. She will explain how strong leadership and a clear vision has brought a culture of all-in engagement to support value co-creation across the IT organization at BYU. Elaine will also discuss how, by using this new mindset and direction, new bonds and stronger relationships are being formed with campus partners and how great value is being built for Brigham Young University’s faculty and students alike.

  • Sharpen the Saw – Books for IT Leaders

    Jack Probst, Principal Consultant, Pink Elephant
    Jack Probst – Pink Elephant – PinkFORUM19

    Jack is someone who really values “sharpening the saw”! In fact, he is working toward a doctorate degree. During this session, he will share with you the best books to read to better understand how to lead and communicate change, and how to make change stick! Jack will profile several best-selling business books including: Made to Stick: Why Some Ideas Survive and Others Die by Chip and Dan Heath; Leading Change by John P. Kotter; The Jelly Effect: How to Make Your Communication Stick by Andy Bound; Who Moved My Cheese? by Spencer Johnson; and other books as well.

    As Jack profiles each book and its key teachings, he will also explain why you, as an IT leader seeking to understand Organizational Change Management and how to successfully lead people through change, should add these books to your must-read lists.

  • Ask the Pink Experts – One on Ones

    These exclusive sessions are only available for attendees who reserve a specific time slot! It’s like getting free consulting. Come on your own or as a team – bring your most pressing issues and get your questions answered!

    Hold quality Q&A discussions with the best senior ITSM consultants in the industry. Ask them anything you want about how to implement specific processes or general questions about how to plan and roll out your IT Service Management projects and initiatives – they will have the answer.

    To reserve your time, contact info@pinkelephant.com

Comfort Break
  • 3:30 PM - 3:45 PM
Closing General Session: Food for Thought & Leadership Pink-spirations!
Panel Discussion
  • 3:45 PM - 4:45 PM

“You see things as they are and ask, why? But I dream of things that never were, and ask, why not ?”

In this closing general session, speakers from PinkFORUM19 will be on hand to highlight one tip, best practice, recommendation and favorite inspirational sayings. There is also a recap of key take-a-ways for you to use as action items for when you get back to work. You will leave inspired, and ready with an action plan to take on your ITSM challenges!

Closing Remarks
  • 4:45 PM - 5:00 PM