the largest, most respected it service management ... full brochure.pdf · who should attend...

Pre-Conference Courses

February 13-18

Conference

February 18-21

Post-Conference Courses

February 22-24

Daniel Pink

Best-selling author ofA Whole New Mind

Chad Pregracke

Celebrated

Environmental Leader

Wayne Cotter

Tonight Show favorite & host of Comic Strip Live

Craig Ferguson

Devilishly witty host of

The Late, Late ShowSteven Barlow

#1 on the Computerworld

Top 40 under 40 list

Douglas Merrill

Award-Winning Google CIO

Dr. Lew Temares

Computerworld’s#1 Place to Work in IT

Dr. Christie Biehl

Leading Business &

Academic Expert

13 Dynamic Tracks! More Than 150 Sessions!

The Largest, Most Respected

IT Service Management Conference In The World!

The Largest, Most Respected

IT Service Management Conference In The World!

Who Should Attend

Whether you’re new to IT ServiceManagement and ITIL – or are welladvanced – there’s something foreveryone in the 13 track program.

• CIOs, CTOs

• IT Directors, VPs

• IT Service & Support Managers

• Help Desk/Service Desk Managers

• IT Infrastructure Managers

• Process Owners

• Senior Support Analysts

• Quality Managers

• Service Level Managers

• Project Managers

• IT Auditors, IT Consultants

• IT Suppliers/Vendors

• Anyone seeking to understand whyand how to implement bestpractices according to ITIL or ITSM

• And, anyone who is interested inbuilding and managing a businessfocused IT organization

The Largest, Most RespectedIT ServiceManagementConference In The W.orld

Our tradition of excellencecontinues! Now in our 12thhighly successful year, weborrow our theme from PinkFloyd to illustrate how your organizationcan use best practices according to ITIL®, ISO, COBIT® and other business frameworks to tear down silos and barriers, and to build a strong foundation and structure for security,compliance, and business process integration.

Whether you're new to ITIL and ITSM, or well on your way, there's something for everyone!

What’s new this year?

• More sessions than ever before – over 150 – covering the entire ITSM spectrum

• More CIOs presenting sessions focused on strategic ITSM and business perspectives

• More IT industry experts highlighting best practices beyond ITIL

• A dedicated ITIL V3 track providing the industry’s most instructional content

• Insightful presentations from Computerworld’s top ranking and award winning CIOs

• Top business books translated into best practices for ITSM projects

• Powerful presentations by Pink Elephant’s top consultants – The ITIL experts

• More unique sessions not found anywhere else!

Join The ITIL Revolution!

Already tens of thousands of organizations world-wide have benefited from the guidancecontained in the IT Infrastructure Library (ITIL) – now it’s your turn!

Are you new to ITIL and ITSM? Turn to page 36 for more information!

About Pink Elephant

Pink Elephant is the world's leading organization for ITIL and IT Service Management consultingand education. Visit www.pinkelephant.com for more information.

12TH ANNUAL INTERNATIONAL IT SERVICE MANAGEMENT CONFERENCE & EXHIBITION2

The Definitive ITIL V3! What's the latest updates about ITIL V3? We have the authorities who can tell you.

Re-energize your team! Attending our conference is a great team-building experience. Bring your project managers,process owners, and executive sponsors to benefit from our team discounts. See page 43.

‘One-stop shopping!’ Tools and technology, IT governance, sessions dedicated to beginner through advancedlevels, business perspectives, ITIL V3, industry experts and more! We’ll meet all your ITSM needs under one roof.11Our customers – your peers – tell us our conferences are the best in the industry!

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Pink Elephant is the recognized ITIL & ITSM industry leader. We raise the bar...others follow.

Our conference is the largest, most respected IT Service Management event in the world! This means that nomatter where you are in your ITSM journey, we have a session to suit your needs.

Non-stop learning! In addition to our regular breakout sessions, we offer Pre-Conference Monday Primers,Breakfast Clubs and Networking Forums to provide you with a rich education experience!

We have the experts the industry is buzzing about! Our program includes a powerful mix of ITSM consultants,university professors, business leaders and high profile practitioners.

Over 100,000 IT professionals have benefited from Pink's education and consulting programs. We bring this vast global experience to this event.

Powerful Real World Case Studies that provide you with blueprints for your implementation. Learn from leading organizations such as Chevron, Google, Intermountain Healthcare, MetLife, Proctor & Gamble, Research In Motion...and more!

12 Reasons To Attend!

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Intriguing and inspiring keynote speakers. The world is full of individuals who make a difference … and we bring them to you!

A comprehensive program of pre- and post-conference workshops. This year, choose from 16 different ITSM or ITIL certification courses – many not offered by other providers.

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12www.pinkelephant.com Register Today! 1-888-273-PINK

CONTINUING THE ITIL JOURNEY: ANOTHER BRICK IN THE WALL www.pinkelephant.com Register Today! 1-888-27 3-PINK

The Most Comprehensive & Content-Rich Program In The Industry!

We’re proud of the recognition we’ve gained for developing an unsurpassed line-up of speakers and meaningful subject matter. No otherconference you attend this year will offer you the same depth and scope of IT Service Management and business best practices.

13 Dynamic Tracks - More Than 150 Sessions!

TRACK 1: THE GREAT GIG IN THE SKY –

STRATEGIC EXECUTIVE IT MANAGEMENT

Hear from leading-edge CIOs, industry experts, businessprofessionals, and academics about how to strengthenIT business integration as well as enhance your ITleadership and executive management capabilities. Alsofeatured are sessions focused on best practices from thenew ITIL book, Service Strategy.

TRACK 2: WISH YOU WERE HERE –

ITIL V3 FORUM

ITIL V3, introduced in May 2007, features significantenhancements. Sessions in this track will be highly usefulto those organizations who wish to use the new ServiceLifecycle approach as a means to create a strategic vision,provide business value for IT through improvedintegration, and validate the performance of IT services. Ifyou are still undecided about how to incorporate V3 intoyour process improvement plans, the case studies andindustry experts included in this track will profile keyprinciples from each of the five new books to show you theway.

TRACK 3: SPEAK TO ME/BREATHE –

ENABLING IT BUSINESS INTEGRATION

THROUGH SERVICE LEVEL MANAGEMENT

ITIL's new service-driven lifecycle includes an expandedview of ITSM. Service Level Management (SLM)continues to play a pivotal role as a key process but witha widened focus. Speakers in this track will discuss bestpractices from the new ITIL book, Service Design, whichincludes a refreshed look at SLM and new processes forService Catalog Management, Supplier Managementand Requirements Engineering.

TRACK 4: THE DARK SIDE OF THE MOON –

WHERE DOES THE SERVICE DESK FIT IN?

The majority of organizations around the world are stillfocusing implementation efforts on Service Supportprocesses. However, ITIL V2's Service Support model,which included five support processes and the ServiceDesk function, has changed. With the release of V3,there is a much different view that includes moreprocesses, functions, complexities and keyinterdependencies. The sessions in this track will featurePink's expert consultants and industry leaders who willprovide a detailed look at the new service operationsmodel, best practices from the Service Operation bookand a new way to look at the Service Desk.

TRACK 5: MONEY – ROI & THE FINANCIAL

REALITIES OF ITSM

What do you measure to track success? The sessions inthis track will profile case studies, progressive andforward thinking IT managers and industry expertswho'll discuss how to strengthen IT business integrationusing meaningful metrics and continuous improvementbest practices. Also featured are sessions addressingkey principles from the new ITIL book, Continual ServiceImprovement.

TRACK 6: SET YOUR CONTROLS FOR THE

HEART OF THE SUN – ENABLING IT

GOVERNANCE

Organizations all over the world are embracing corporategovernance to achieve transparency of enterprise risksand the protection of shareholder value. How does IT fitin? This stream will arm you with the knowledge youneed to identify and implement a sound IT governanceframework, including ITIL, which will ensure you meetyour organization’s business demands and standards.

TRACK 7: HIGH HOPES – IMPLEMENTING

ITIL: THE FIRST YEAR

Where do we start to implement ITIL? Is there a rightplace to start? Is implementing V3 very different fromV2? Find the answers to these questions – and manymore – in this informative track. Speakers will discusshow to determine the best place to start, plan andexecute communication and education plans, identify allimportant quick wins and manage through the ups anddowns of the all-important first year of ITIL. Alsofeatured are sessions addressing key principles from thenew ITIL book, Service Transition.

TRACK 8: SHINE ON YOU CRAZY DIAMOND –

IMPLEMENTING ITIL: YEAR TWO & BEYOND

If you're well on your way and beyond the first year,these more advanced sessions are for you! Learn fromcase study presenters who've been through the good,bad and even the ugly. Once you get past the first fewstages of your ITIL journey, there are added complexitiesthat need attention. Learn what lies ahead and how toeffectively plan and prepare from these seasonedprofessionals.

TRACK 9: LEARNING TO FLY – PINK

UNIVERSITY: ITIL BOOT CAMP

Learn the basics from Pink Elephant's leadingconsultants. Sessions in this track are specially designedfor those just starting their ITIL journey, seeking to

understand the concepts of process development,maturity and integration as well as the importance ofgaining senior management commitment, and definingan ITIL program.

TRACK 10: WHAT SHALL WE DO NOW? –

ADVANCED CONCEPTS

To achieve integration over alignment, IT managers mustgo beyond ITIL and ITSM to learn about other qualityframeworks, leadership best practices, organizationalculture and structure, ISO, Six Sigma, CMM and more.This track provides all the information you need to reachyour short and longer-term business goals.

TRACK 11: US & THEM – ITIL IN LARGE

ORGANIZATIONS

Implementing change in large, national and globalorganizations is a major undertaking that involves ahuge commitment and investment. This track featurescase studies and industry experts who'll identify bestpractices for how to overcome geographical,communication, cultural and hierarchical challengesunique to very large multi-faceted organizations.

TRACK 12: ANY COLOR YOU LIKE –

IMPLEMENTING TOOLS & TECHNOLOGY

No implementation of ITIL will succeed without a basicintegrated toolset. Tools are required for successfulprocess implementation and integration, for enablingbetter decision making, and for monitoring serviceperformance to identify continual improvementopportunities. This stream features case studies andconsultants who’ll focus on how to gain efficiency andeffectiveness through the utilization of servicemanagement toolsets.

TRACK 13: KEEP TALKING – LEARNING FROM

THE EXPERTS

Bring your most pressing questions and problems tothese networking and focus group sessions! You’ll havenumerous opportunities to learn from Pink's highlyknowledgeable and seasoned consultants – as well asmany industry experts and experienced practitioners.

Plus, Take Advantage Of Our:

• PRE-CONFERENCE MONDAY PRIMERS

• BREAKFAST CLUBS

• CONSULTANT DINE-AROUNDS

• PRE- AND POST-CONFERENCE COURSES


Keynote Speakers

Craig Ferguson

The Early Pink Show

Craig Ferguson, the devilishly witty host of The Late, Late Show on CBS, brings his unique style of humor to Pink’s center stage for a hilarioustribute to talk shows! This is your unrivaled opportunity to see why Craig has taken the entertainment world by storm since taking the helm of TheLate, Late Show in January 2005. Within two years, his show set all-time viewer records in three consecutive ratings sweeps. And, Craig recentlyreceived his first Emmy nomination for his writing work on the show.

Before his foray into late night, Craig had an eclectic career that encompassed music, theatre, prime-time network television and movies. He wrotethe feature films The Big Tease and Saving Grace. His directorial debut, I'll Be There, won the Audience Award for Best Film at the Aspen, Dallasand Valencia film festivals. Craig was also named Best New Director at the Napa Valley Film Festival. Last year, he wrote his first novel, BetweenTheBridge and The River, which became a critically acclaimed bestseller. Craig is full of surprises, so be prepared for the unexpected – and oneunforgettable conference kick-off!

Daniel Pink

A Whole New Mind

Just as we’re getting used to the information age, Daniel Pink, author of the best selling book, A Whole New Mind, tells us that it is ending! With itgoes the focus on charts, statistics and linear thinking. Traditional left-brain activities like logic, analysis and repetitive production are being turnedover to robots, computers and offshore labor. The valued skills of the 21st century will be those of the right brain: Empathy, design, synthesis andcontextual thinking. In this highly provocative keynote session, Daniel provides guidance on surviving, thriving and finding meaning in anoutsourced, automated, upside down world.

Chad Pregracke

A River Runs Through It: One Man’s Remarkable Journey

In business, success is traditionally the result of developing a sound strategy, setting goals and leading a team to achieve your vision. And,because life happens, you must be continually determined since persistence translates into true accomplishments. Now, imagine that you arefounding an organization called Living Lands & Waters, America’s only industrial strength river clean-up organization. Do you have to play by thesame rules as the corporate world? In one word, yes!

Profiled on CNN, Today Show, CBS Sunday Morning Show, NBC Nightly News, MTV and in Time, People Magazine, Readers’ Digest, Life, Outside,Smithsonian, and National Geographic, Chad’s story illustrates how strong leadership and motivation – as well as a positive outlook andincomparable sense of humor – can make the difference between success and failure.

Wayne Cotter

Confessions From A Former Computer Geek

Original and spectacularly funny, comedian Wayne Cotter is a talk show favorite! He’s appeared dozens of times on both Late Night With DavidLetterman and The Tonight Show with Jay Leno. In fact, on The Tonight Show, he appears in a recurring role as a roving reporter! Wayne isinternationally recognized through live tours, hosting the Fox television series Comic Strip Live and appearing in major motion pictures such as SpyHard. He was also nominated as Best Stand-Up Comedian in the American Comedy Awards.

Having worked in the computer industry, Wayne also enjoys keeping up-to-date with developments in the fast-paced information technologybusiness and performs frequently at corporate events for high tech companies.

David Ratcliffe & George Spalding

Pink Elephant:

Another Brick In The Wall

Gain insight from two of the industry's most influential ITSM experts. Using Pink Floyd music and LEGO building blocks to summarize and illustrate key learning points from the conference, David and George will give you valuable insight into all the components you need to build astrong foundation and structure for IT business integration. Don’t miss this invaluable opportunity to hear from two of the most knowledgeable IT professionals in the world in this enlightening – and very entertaining – closing keynote session.

www.pinkelephant.com Register Today! 1-888-273-PINK 5CONTINUING THE ITIL JOURNEY: ANOTHER BRICK IN THE WALL www.pinkelephant.com Register Today! 1-888-27 3-PINK

Exhibition Showcase


SAP is the world’s leading provider of business software. More than 41,200 customers in more than 120 countriesrun SAP applications. Powered by the SAP NetWeaver® platform, SAP software helps enterprises of all sizesimprove customer relationships, enhance partner collaboration and create efficiencies across their business andIT operations. www.sap.com

Gain valuable insight into the constantly changing world of IT Service Management focused services and products. Many of the participating organizations provide ITIL compatible products and services. Here is a sample of the organizations that are participatingin this year’s exhibition. For a complete list, visit www.pinkelephant.com

BMC Software delivers the BSM solutions IT needs to increase business value through better management oftechnology and IT processes. BMC has offices worldwide and fiscal 2006 revenues of more than $1.49 billion.www.bmc.com.

Hornbill Systems delivers market-leading Service Management solutions that enable organizations to automatebusiness processes and provide first-class customer service. www.hornbill.com

newScale is the leader in IT Service Catalog and Service Portfolio Management software solutions with more than1.5 million users worldwide at Global 2000 corporations. www.newscale.com

Vigilant brings a suite of solutions that enable technology based business services to be defined, built, tested,deployed and managed with optimal efficiency. www.getvigilant.com

Infra Corporation offers a 100% web-based software solution for today’s business environment. infraEnterprise isthe best upfront and ongoing value for automating best practice service management processes. www.infra-corp.com

PLATINUM SPONSOR

GOLD SPONSOR

SILVER SPONSOR

MEDIA SPONSOR

Get Involved! To inquire about exhibiting, call Judi Paré, 1-888-273-PINK ext. 286.

Pre- & Post- Conference Courses


Consultant Dine-Arounds

A conference exclusive! Dine at some of Las Vegas’ mostnotable restaurants with our expert consultants and takeadvantage of their global implementation experience!Bring your appetite – and your most pressing ITIL andITSM questions. Sign-up sheets are available at theRegistration Desk. Last year, this program was verypopular, so sign up early!

Networking Opportunities

Signs of Life

Welcome Reception

Monday, February 18 at 5:00 p.m.

Don’t miss your first opportunity to show some signs oflife! Attend our opening night reception! Meet, greet andunwind in a fun, relaxed setting! Get reacquainted with oldfriends or make new ones. This is a perfect way to kick offyour conference experience!

Plus, plan toattend our othernetworkingevents, Tuesday,February 19 at6:15 p.m. andWednesday,February 20 at5:45 p.m.

Combination Discounts

Register and pay for the conference and a pre- or post-conference workshop and save 10% off the pre- or post-conference workshop fee.

Team Discounts

Benefit from the power of teamwork! Register andpay for multiple conference registrations from thesame organization; the first two registrations are atfull fee and every additional conference registrationis 10% off.

PRE-CONFERENCE COURSES (All fees in US funds)

Foundation Level

ITIL IT Service Management Essentials Feb 16 - 17 $1,395V2-V3 Foundations Bridging Course Feb 16 $695V2-V3 Foundations Bridging Course Feb 17 $695V2-V3 Foundations Bridging Course Feb 18 $695ITIL V3 Foundations Feb 15 - 17 $1,995COBIT® Foundations Feb 15 - 17 $1,695How To Use ITIL V3 In IT Operations Feb 16 - 17 $1,495Practitioner Level

How To Create A CMDB According To ITIL Best Practices Feb 16 - 17 $1,695How To Create A Service Catalog According To ITIL Best Practices Feb 16 - 17 $1,695How To Define & Implement Processes According To ITIL Best Practices Feb 15 - 17 $1,695Continual Service Improvement Feb 14 - 17 $2,750ITIL Practitioner: Availability, Capacity & IT Service Continuity Management Feb 13 - 17 $3,295ITIL Practitioner: Configuration, Change & Release Management Feb 13 - 17 $3,295ITIL Practitioner: Service Desk, Incident & Problem Management Feb 13 - 17 $3,295ITIL Practitioner: Service Level Management & Financial Management Feb 13 - 17 $3,295Management Level

V2-V3 Service Manager Bridging Course Feb 13 - 17 $3,295Developing A Vision & Strategy For IT Service Management Feb 16 - 17 $2,095The Implementation Road Map For IT Service Management Feb 15 - 17 $2,295

POST-CONFERENCE COURSESFoundation Level

ITIL IT Service Management Essentials Feb 22 - 23 $1,395V2-V3 Foundations Bridging Course Feb 22 $695ITIL V3 Foundations Feb 22 - 24 $1,995COBIT Foundations Feb 22 - 24 $1,695How To Use ITIL V3 In IT Operations Feb 22 - 23 $1,495Practitioner Level

How To Create A CMDB According To ITIL Best Practices Feb 22 - 23 $1,695How To Create A Service Catalog According To ITIL Best Practices Feb 22 - 23 $1,695How To Define & Implement Processes According To ITIL Best Practices Feb 22 - 24 $1,695Management Level

Developing A Vision & Strategy For IT Service Management Feb 22 - 23 $2,095

For a complete list of Pre- & Post-Conference courses and course descriptions,

visit www.pinkelephant.com

Is My Organization Ready ForChange?

Graham Price,IT Management Consultant, Pink Elephant

Code: General

Primer Workshop P1

Simulation Game: Process BuilderWorkshop

Jennifer Wels,IT Management Consultant,Pink Elephant

Code: General

Primer Workshop P2

Simulation Game: Process Builder Workshop

Terry Sherman,IT Management Consultant, Pink Elephant

Code: General

Primer Workshop P3

An Introduction To ITIL

Pierre Bernard,Education Product Manager & Mark Hamilton,IT Management Consultant, Pink Elephant

Code: Beginner

Primer Workshop P4

ATLAS Tutorials

Bill Irvine, Shane Johnson &Robin Hysick,IT Management Consultants, Pink Elephant

Code: Beyond Beginner

Primer Workshop P5

Schedule-At-A-Glance

TRACK 1: The Great Gig In The Sky – StrategicExecutive IT Management

TRACK 2: Wish You Were Here – ITIL V3 Forum

TRACK 3: Speak To Me/Breathe – Enabling ITBusiness Integration Through Service LevelManagement

TRACK 4: The Dark Side Of The Moon – Where DoesThe Service Desk Fit In?

TRACK 5: Money – ROI & The Financial Realities of ITSM

TRACK 6: Set Your Controls For The Heart Of The Sun –Enabling IT Governance

TRACK 7: High Hopes – Implementing ITIL: The First Year

TRACK 8: Shine On You Crazy Diamond –Implementing ITIL: Year Two & Beyond

TRACK 9: Learning To Fly – Pink University: ITIL BootCamp

TRACK 10: What Shall We Do Now? – AdvancedConcepts

TRACK 11: Us & Them – ITIL In Large Organizations

TRACK 12: Any Color You Like – Implementing Tools& Technology

TRACK 13: Keep Talking – Learning From The Experts

General:These sessions will be of general interest toeveryone regardless of ITIL knowledge andexperience.

Beginner:These sessions are for those who are new toITIL and likely do not possess the FoundationCertificate in IT Service Management.

Beyond Beginner: These sessions are for those with practicalITIL implementation experience, and havepossibly attained Practitioner orManagement level certification.

SESSION CODESTo help in your selection process, we've coded each session. Use the following guide to choose the session that best fits yourindividual situation.

The codes are offered as a guide. You are encouraged to participate in whatever session contains thesubject matter and content with the most relevance.


Business War Gaming In The ITEnvironment

Jay Kurtz,President, KappaWest Inc.


Primer Workshop P6

The Penguin Experience: Leading Bold Change

Bill PalladinoPartner/Executive VP - BusinessResultsISB Worldwide

Code: General

Primer Workshop P7

Execution: The Discipline Of Getting Things Done

Troy DuMoulin,Director, Product Strategy, Pink Elephant

Code: General

Primer Workshop P8

Made To Stick

Jack Probst, IT Management Consultant, Pink Elephant

Code: General

Primer Workshop P9

The Five Dysfunctions Of A Team

Gary Case,IT Management Consultant, Pink Elephant

Code: General

Primer Workshop P10

Leading Change

Graham Price, IT Management Consultant, Pink Elephant


Primer Workshop P11

Conference Optimizer: Top 10 TipsFor Getting The Most Out Of YourConference Experience

George Spalding, Vice President, Pink Elephant

Code: General

Primer Workshop P12

3:30 p.m. - 5:00 p.m.: Pre-Conference Primer Workshops

Monday, February 18, 2008

10:00 a.m.- 8:00 p.m.: Registration, Information & Customer Service Desk Open

1:00 p.m. - 5:00 p.m.: Pre-Conference Primer Workshops



Focus Group:

ITIL In Healthcare

Primer Workshop P13

Focus Group:

ITIL In Pharmaceuticals

Primer Workshop P14

Focus Group:

ITIL In Financial Services

Primer Workshop P15

Focus Group:

ITIL In Manufacturing

Primer Workshop P16

3:30 p.m. - 5:00 p.m.: Pre-Conference Workshops (continued)

ITIL V3 – An Executive Overview

Pierre Bernard, Education Product Manager, Pink Elephant

Code: Beginner

Breakfast Club B1

What IT Managers Need To KnowAbout Process Maturity

Terry Sherman,IT Management Consultant,Pink Elephant


Breakfast Club B2

An Introduction To PinkReady

Jack Probst,IT Management Consultant, Pink Elephant

Code: General

Breakfast Club B3

ATLAS Tutorials

Shane Johnson,IT Management Consultant, Pink Elephant


Breakfast Club B4

The Top 5 Strategic Benefits Of ITIL

Anil Dissanayake,IT Management Consultant, Pink Elephant

Code: Beginner

Breakfast Club B5

5:00 p.m.- 8:00 p.m.: Signs Of Life Welcome Reception

5:00 p.m. - 8:00 p.m.: Exhibition Showcase Open

Tuesday, February 19, 2008

7:00 a.m. - 7:00 p.m.: Registration, Information & Customer Service Desk Open

7:00 a.m. - 8:30 a.m.: Continental Breakfast & Networking

7:15 a.m. - 8:20 a.m.: Breakfast Clubs

The Business Process Platform -Foundation For A Successful ServiceStrategy Implementation

Swen Conrad PMP, Director, Solution Marketing IT Optimization And SOAGovernance, SAP Labs LLC

Code: Beginner

Track 1 #101b

Building IT Leadership CapabilitiesPart 1 – An ITIL V3 View

Darren Meister Ph.D.,Associate Professor, Faculty Director, HBA Program,Richard Ivey School Of Business,The University Of Western Ontario


Track 1 #101a

Top 10 Considerations ForImplementing Change Management

Jennifer Wels &Robin Hysick,IT Management Consultants,Pink Elephant

Code: Beginner

Breakfast Club B6

Using A Business Wargame To Anticipate And Resolve Threats ToThe IT Organization

Jay Kurtz, President, KappaWest, Inc.


Breakfast Club B7

ITIL V3 Certification: Update &Questions Answered

Sharon Taylor,Chief Architect ITIL V3 and Chief Examiner ITIL V3 & Richard Pharro, CEO, APMG & Julia Chapelle, Loyalist Certification Service

Facilitated by David Ratcliffe,President, Pink Elephant

Code: General

Track 2 #102a

V3’s New Service OperationProcesses

Terry Sherman, IT Management Consultant, Pink Elephant

Code: Beginner

Track 2 #102b

Defining IT Success Through TheService Catalog

Troy DuMoulin,Director, Product Strategy, Pink Elephant


Track 3 #103

8:30 a.m. - 10:00 a.m.:

Welcome & Opening Keynote: The Early Pink Show With Craig Ferguson

10:00 a.m. - 10:20 a.m.: Break

11:30 a.m. - 7:30 p.m.: Exhibition Showcase Open

10:20 a.m. - 11:35 a.m.



Using ITIL For Compliance Leads ToIT Governance

Joanne Molesky, CISA Team Lead, IT Governance, WestJet

Code: General

Track 6 #106

Where Do I Start? The ITIL ServiceImprovement Plan

Gary Case, IT Management Consultant, Pink Elephant

Code: Beginner

Track 7 #107

What IT Managers Need To KnowAbout Process Maturity

Bill Irvine,IT Management Consultant, Pink Elephant


Track 9 #109

A Framework For CapacityManagement Reporting

Frank Bereznay,Vice President, Computer Measurement Group


Track 10 #110

Low Impact Budgeting: A CaseStudy In IT Financial Management

Mike Holland, Director, Product Management, Corporate Information Technology, McKesson


Track 5 #105

Lessons Learned Implementing ITILIn A Large Organization

Catherine McGregor,Department Manager Of ProcessSupport Services, BMO Financial Group


Track 11 #111

Top 10 Most Important Things ToConsider When Assessing, Selecting& Implementing Tools


Code: General

Track 12 #112

Focus Groups:

How To Develop SLAs & OLAs #113a

How To Develop A CMDB #113b

Track 13

Building IT Leadership CapabilitiesPart 2: Leading Major Change

Darren Meister Ph.D., Associate Professor,Faculty Director, HBA Program,Richard Ivey School Of BusinessThe University Of Western Ontario


Track 1 #201a

A Strategic View Of ITIL V3's Service-Driven Lifecycle

Troy DuMoulin, Director, Product Strategy, Pink Elephant


Track 1 #201b Service Portfolio Decisions: The

Service Portfolio Decisions: The Whys & Wherefores



Track 3 #203

NOT Just Another Brick In The Wall

Kirk Weisler, Chief Morale Officer, Team Dynamics

Code: General

Track 4 #204

Delivering Enterprise Services ThroughMature Enterprise Service Management

Wynnann Rose, Director, Service Management,Infrastructure Technology Services,Ministry Of Government Services,Ontario Provincial Government Michael Oas,President, Communicating IT Inc.


Track 1 #201c

Does ISO Certification ReallyMatter?


Code: General

Track 6 #206

How To Take Incident & ProblemManagement To A 'Defined' Level OfProcess Maturity

Terry Sherman & Mark Hamilton, IT Management Consultants, Pink Elephant


Track 9 #209

A Global IT Organization On A NobleQuest For The IT Tool Grail

Ed Peterson, Manager, ITSM Systems, Chevron


Track 12 #212

Federated Investors Case Study Part1: A CIO’s Perspective On BusinessService Management Maturation

Rex A. Althoff, President, TechnologyChief Information Officer, Federated Services Company

Code: General

Track 1 #301

Do Good Walls Make GoodNeighbors?

David Cannon,ITSM Practice Principal, HP, Co-author, Service Operation

Code: General

Track 2 #302

And Then There Were Four …


Code: Beginner

Track 4 #304

Financial Management: What DoesA Service Really Cost?

Christopher Jones, IT Process Manager, MeadWestvaco


Track 5 #305

Six Sigma & IT Service Management



Track 6 #306

10:20 a.m. - 11:35 a.m. (continued)

1:10 p.m. - 1:25 p.m.: Break

1:25 p.m. - 2:40 p.m.

11:35 a.m. - 11:55 a.m.: Break

11:35 a.m. - 2:40 p.m.: Concurrent Networking Lunch

11:55 a.m. - 1:10 p.m.:

Service Portfolio Decisions: The

Is Service Delivery The Latest ‘GetRich Quick Scheme?

Vicki Farnsworth, Director Of Service Management,Purdue University

Code: Beginner

Track 3 #403

IT Service Management ProcessFramework – The V3 Model



Track 2 #402

Federated Investors Case Study Part 2:Lessons Learned About Business ServiceManagement Maturity

Ray Domachowski, Vice President andDirector of Technology Services Group,Mark W. McCoy, Vice President andDirector of Business Services Group &Sharon Kolarac, Assistant Vice Presidentand Head of Administration ServicesGroup, Federated Services Company


Track 1 #401a

A Healthcare Case Study:Intermountain’s Enterprise DataWarehouse

Steven Barlow, Manager, Enterprise DataWarehouse, Intermountain Healthcare

Code: Beginner

Track 1 #401b


11CONTINUING THE ITIL JOURNEY: ANOTHER BRICK IN THE WALL www.pinkelephant.com Register Today! 1-888-27 3-PINK

The New Tools For ITIL V3

Bill Irvine, IT Management Consultant, Pink Elephant


Track 12 #312

Implementing ConfigurationManagement Using KISS

Harry Don, Manager, Configuration Management, Research In Motion

Code: Beginner

Track 7 #307

How To Take Change & ReleaseManagement To A ‘Defined’ Level OfProcess Maturity

Harpreet Virdee & Matthew Bowles,IT Management Consultants, Pink Elephant


Track 9 #309

ITIL Service Desk Assessment

Rich Petti, IT Management Consultant, Pink Elephant


Track 4 #404

2:40 p.m. - 3:00 p.m.: Break

3:00 p.m. - 4:15 p.m.

1:25 p.m. - 2:40 p.m. (continued)

Understanding Service CostingModels



Track 5 #405

The Need Of Trust: Building ATrustworthy IT

Ken Wendle, Client Engagement Manager, HP Education Services

Code: General

Track 6 #406

Creating Quick Wins!


Code: Beginner

Track 7 #407

Techniques For Implementing ITIL InSmall Organizations

Sharon Taylor, President, Aspect Group

Code: Beginner

Track 9 #409

Moving To A Measured OrganizationAt The State Of North Carolina

Joe Lithgo, Operational Excellence ProgramDirector, State Of North Carolina

Code: General

Track 8 #408

Six Sigma & ITIL: A Honeywell CaseStudy

Christine Barrett,Global Technology Services TrainingManager, Honeywell


Track 11 #411

The Top Four Killers Of An ITILImplementation

Darren Meister Ph.D., Associate Professor, Faculty Director, HBA Program, Richard Ivey School Of Business,The University Of Western Ontario

Code: General

Track 10 #410

Ask The Technology Experts Q&A Panel Discussion

Moderated by Char LaBounty, President, LaBounty & Associates

Code: General

Track 12 #412

Focus Groups:

How To Be An Effective Change Manager #413a

How To Develop A Service Catalog #413b

Track 13

4:15 p.m. - 4:30 p.m.: Break

4:30 p.m. - 4:45 p.m.: ITIL Awards

4:45 p.m. - 5:45 p.m.:

Afternoon Keynote: Chad Pregracke: A River Runs Through It: One Man's Remarkable Journey

5:45 p.m. - 7:30 p.m.: Networking Reception

Wednesday, February 20, 2008

7:00 a.m. - 7:00 p.m.: Registration Information & Customer Service Desk Open

Determining The Effectiveness OfYour ITSM Processes With PinkScan

Troy DuMoulin, Director Product Strategy, Pink Elephant

Code: General

Breakfast Club B11

Focus Groups:

ITIL In Government




A Call For IT Transformation

Char LaBounty, President, LaBounty & Associates

Code: General

Track 3 #503

Managing Service Desk Change

Maureen Cunningham, Focus Lead, Management of Change, CGI

Code: Beginner

Track 4 #504a

Camaraderie & Staff Development:How To Be A Top-Five Employer InThe IT Industry

Dr. Lew Temares, CIO, University Of Miami

Code: General

Track 1 #501a

How IT Translates Business StrategyInto IT Strategy

Kurt Milne, Managing Director, IT Process Institute


Track 1 #501b

NOT Just Another BookIn The Wall

Kirk Weisler,Chief Morale Officer, Team Dynamics

Code: General

Breakfast Club B8

An Introduction To PinkReady


Code: General

Breakfast Club B9

ATLAS Tutorials

Robin Hysick,IT Management Consultant, Pink Elephant


Breakfast Club B10

Breakfast Club B13

ITIL In The Service Provider World



Breakfast Club B12



8:30 a.m. - 8:45 a.m.: ITIL Awards

8:45 a.m. - 10:00 a.m.:

Morning Keynote: Daniel Pink: A Whole New Mind

10:00 a.m. - 10:20 a.m.: Break

ITIL V3 Authors’ Forum

Sharon Taylor, ITIL V3 Chief Architect,Michael Nieves, Co-Author Service Strategy,Colin Rudd, Co-Author Service Design,Shirley Lacy, Co-Author Service Transition,David Cannon, Co-Author Service Operation,Gary Case, Co-Author Continual ServiceImprovement


Code: General

Track 2 #502

IT Governance: A Compass WithoutA Map?

Troy DuMoulin,Director of Product Strategy, Pink Elephant


Track 6 #506

The 10 Biggest Mistakes ITOrganizations Make During The FirstYear Of ITIL Implementation


Code: Beginner

Track 7 #507

Sky Diving Into CapacityManagement

Scott Ferguson, Manager, Service Management Support, Huntington National Bank


Track 8 #508

How To Take ConfigurationManagement To A ‘Defined’ Level OfProcess Maturity



Track 9 #509

Key Integration Points Between TheService Desk & V3 OperationProcesses

Pierre Bernard, Education Product Manager & Victor Mack,IT Management Consultant, Pink Elephant


Track 4 #504b

The Reality Of ITIL & SoftwareDevelopment

Dhiraj Gupta,IT Manager, Operations FrameworkServices &Brian Surtz, Senior Consultant, Progressive Insurance


Track 10 #510

Implementing An Enterprise CMDB:Where To Start & How To EnsureSuccess

Cheryl Simpson,IT Service Management Consultant,Greenfield Technologies Inc.

Code: General

Track 12 #512

Focus Groups:

ITIL In Utilities #513a

ITIL In Education #513b

Track 13

11:35 a.m. - 11:55 a.m.: Break

11:30 a.m. - 5:00 p.m.: Exhibition Showcase Open

10:20 a.m. - 11:35 a.m.


IT Service Catalog: The Key ToEverything

Patricia Ashauer, Director, Service & Support, Safeway


Track 3 #803

Improving The Quality Of IT ServiceThrough The Design Of ServiceExcellence

Colin Rudd, IT Enterprise Management Services Ltd., Co-Author Of ITIL V3 Service Design


Track 2 #802

What Makes CIOs (And Their Units)Effective: The CxO View

Dr. George Westerman,Research Scientist, Center For Information SystemsResearch, MIT Sloan School Of Management


Track 1 #801

ITIL Service Strategy: A Means ToBecome “Not Optional”

Michael K. Nieves, Partner, Accenture TechnologyConsulting & ITIL V3 ServiceStrategy Co-Author


Track 1 #701

Metrics Drive Continual ProcessImprovement

Sheri Cassidy, Process Engineering ServicesManager, Progress Energy

Code: General

Track 8 #708


Metrics & Measurements: DriveService Improvement At The ServiceDesk

Rich Petti,IT Management Consultant, Pink Elephant


Track 4 #704

The Value Of Corporate ReleasePolicies V3 Style

Chris O’Brien,IT Management Consultant, Pink Elephant


Track 2 #702

The People, Process & TechnologyFlaw


Code: Beginner

Track 7 #707

A Journey Of BenchmarkingContinued – Year Two

ITSM Financial Services User Group

Code: General

Track 5 #805

Grassroots ITIL & The Center OfExcellence

Scott Koon, Assistant Section Head, Mayo Clinic

Code: Beginner

Track 6 #706

How To Build A World Class Scorecard

Robert Barnes, Global Vice President, GTI Global, JP Morgan Chase


Track 11 #711

Institutional Process Adoption: The Bright Side Of The Moon

Michael Kane, CIO, XL Global Business Services


Track 10 #710

Service Desk Implementation:Building A Plane That’s AlreadyIn Flight

John Scanlon,Director of Business RelationshipManagement and Service DeskOperations, Office of InformationTechnology Services, State Of North Carolina


.Track 4 #804



Making IT Service Management A Strategic Asset



Track 1 #601a

Bridge Or Dam? Building A BridgeBetween IT And Business

Mike JackowskiVice President Of Claim TechnologyServices, Allstate Insurance Company


Track 1 #601b

The Evolving Role Of The Service Desk


Code: Beginner

Track 4 #604a

Continual Service Improvement:From Strategies To Measurements

Gary Case,IT Management Consultant, Pink Elephant

Code: General

Track 5 #605

ITIL: An IT Governance Enabler

Harpreet Virdee,IT Management Consultant, Pink Elephant


Track 6 #606

Workforce 2012... It's AboutKnowledge Management

Katherine Spencer Lee, Executive Director, Robert Half Technology & Brenda Iniguez, America's ITSM Consulting Director, FrontRange Solutions

Code: Beginner

Track 4 #604b

Incident Management At HCA: (WhatIs) The Light At The End Of TheTunnel

Robert Nixon,Senior Manager, Hospital Corporation Of America

Code: Beginner

Track 8 #608

Tear Down This Wall!


Code: Beginner

Track 7 #607

Service Management At P&G: FromOperational Excellence To Running As ABusiness

Leah Palmer,Associate IT Director, Employee Services, Procter & Gamble, & President itSMF USA


Track 11 #611

11:35 a.m. - 2:40 p.m.: Networking Lunch

11:55 a.m. - 1:10 p.m.:

1:10 p.m. - 1:25 p.m.: Break

1:25 p.m. - 2:40 p.m.

2:40 p.m. - 3:00 p.m.: Break

3:00 p.m. - 4:15 p.m.

How To Take Service LevelManagement To A ‘Defined’ Level OfProcess Maturity

Laurie Dolan, IT Management Consultant, Pink Elephant


Breakfast Club B14

How To Take Availability & CapacityManagement To A ‘Defined’ Level OfProcess Maturity

Matthew Bowles &Jennifer Wels,IT Management Consultants, Pink Elephant


Breakfast Club B15

Who Moved My Change?

Bill Irvine,IT Management Consultant, Pink Elephant


Breakfast Club B16

The Keys To Unlocking ProcessPerformance

Roy Cranford, Senior Manager, Service Management Engineering, VeriSign, Inc

Code: General

Track 7 #807

How Marval Achieved OperationalExcellence

Don Page, CEO, Marval Group

Code: General

Track 8 #808

An Enterprise Roll Out Of ChangeManagement: The Pains, Gains &Glory

Cathy Kirch, Process Consultant, EIS, Allstate

Code: General

Track 11 #811b

IT Service Management: A KeyComponent Of Chevron’s IT Vision OfOperational Excellence

Roger Prince, ITC Reliability Champion, Chevron

Code: General

Track 11 #811a

Ask The Technology Experts

Q&A Panel Discussion

Moderated by Char LaBounty,President, LaBounty & Associates

Code: General

Track 12 #812a

Enterprise Architecture & ItsImportance To Your Organization



Track 12 #812b

Focus Groups:

How To Start Implementing ITIL #813a

How To Be An Effective Project Manager #813b

Track 13

Tips For Managing Service Requests



Breakfast Club B17

Focus Groups:

How To Develop & Roll Out An Effective CommunicationStrategy & Plan B18

How To Be An Effective Service Level Manager B19

How To Be An Effective Process Owner B20

ITIL In The Military B21

Breakfast Club

Service Economics: FinancialManagement & ROI



IT Risk Management: FromAvailability To Agility

Dr. George Westerman,Research Scientist, Center ForInformation Systems Research, MIT Sloan School Of Management

Code: Beginner

IT Strategic Planning: The Key ToWinning Executive Support For ITSM

Dalibor Petrovic, Consulting Manager, IT Strategy & IT ServiceManagement, Deloitte


Service Transition: Release &Deployment Management

Shirley Lacy, Managing Director, ConnectSphere Limited, Co-author, Service Transition


From Order To Chaos & Back

Peter M. Keenan, Manager, Service Desk & Governance, Central Garden & Pet Company


Track 5 #905Track 1 #901a Track 1 #901B Track 2 #902 Track 4 #904

Leverage The COBIT Framework ToIntegrate IT With The Business &Drive Higher IT Value

Julie Mohr,Principal Research Analyst & Author, BlueprintAudits.com

Code: Beginner

Track 6 #806

8:30 a.m. - 9:45 a.m.

4:15 p.m. - 4:45 p.m.: Prize Giveaway In Exhibition Showcase

4:45 p.m. - 5:00 p.m.: ITIL Awards

5:00 p.m. - 6:00 p.m.:

Afternoon Keynote: Wayne Cotter: Confessions From A Former Computer Geek

6:15 p.m. - 7:30 p.m.: Networking Reception

Thursday, February 21, 2008

7:00 a.m. - 12:00 p.m.: Registration Information & Customer Service Desk Open




12th Annual International IT Service Management Conference & Exhibition12TH ANNUAL INTERNATIONAL IT SERVICE MANAGEMENT CONFERENCE & EXHIBITION14

3:00 p.m. - 4:15 p.m. (continued)

Problem Management – Kill BugsDead!

Giselle Collins, Senior Systems Analyst - ClientServices & Michele Morrison,Senior Systems Analyst/TeamLeader – Client Services, British Columbia Institute Of Technology

Code: Beginner

Track 4 #1004

Using Process Metrics For ServiceImprovement

Dr. D. Akira Robinson,Consulting Computer Scientist,Dept. Navy -SPAWAR


Track 10 #1010b



A Risk-Based Approach ToAssessing The State Of User Access

Bill Bonney,Access Control Manager, Intuit, Inc.

Code: General

Track 6 #906

Liberty Mutual – An ITSM CaseStudy

Stephen Wrenn, VP I/S Quality & Performance &Sheila Kelley, Senior Director, IT ServiceManagement, Liberty Mutual


Track 8 #908

Computerworld’s Guide ToAttracting & Retaining TheIndustry’s Best

Julia King, Executive Editor, Computerworld

Code: General

Track 10 #910

Tips For Transitioning ProcessImprovement From Project ToProduction


Code: Beginner

Track 9 #909

Q&A Panel Discussion: Large Scale& Global ITIL Implementations

Facilitated by: Gary Case, IT Management Consultant, Pink Elephant

Code: General

Track 11 #911

Security The Google Way

Douglas Merrill,CIO & Vice-President of Engineering, Google

Code: Beginner

Track 1 #1001a

Data Federation: Fact Or Fiction?



Track 12 #912

ROI/VOI Feasibility Study &Calculation Of ITIL ROI/VOI

Anil Dissanayake,IT Management Consultant, Pink Elephant


Track 5 #1005

ITIL V3 Information Security Management

Christopher M. Steffen,Manager, Information Security & Compliance, Kroll Factual Data


Track 6 #1006

Transitioning From V2 To V3:Toyota’s Story

Dave Howard, National Manager ServiceManagement, Toyota Financial Services


Track 2 #1002a

Innovating Services To Align IT WithBusiness Needs

Jimmy Jimenez, Director of Business Intelligence,Siemens IT Solutions & Services


Track 2 #1002b

System Dynamics: The Mystery V3Process Tool



Track 10 #1010a

Developing, Designing & DeliveringAn ITIL Training Strategy For AGlobal IT Organization

Rick Pyfrom, Director, Training & Development,Johnson & Johnson GlobalInformation Technology Services


Track 11 #1011

The Evolving IT Service Organization



Track 8 #1008

ITIL V3: Who Moved My CMDB?



Track 12 #1012

Strategic Project Management

Dr. Christie A. Biehl,Project Management Institute (PMI)


Track 1 #1001b

11:15 a.m. - 11:30 a.m.: Break

11:30 a.m. - 11:45 a.m.: ITIL Awards

11:45 a.m. - 12:30 p.m.

Closing General Session: David Ratcliffe & George Spalding: Another Brick In The Wall

9:45 a.m. - 10:00 a.m.: Break

10:00 a.m. - 11:15 a.m.:

8:30 a.m. - 9:45 a.m. (continued)

Session Descriptions - Pre-Conference Primers

Pre-Conference

Primers

Maximize Your Learning! Start Your ConferenceExperience On Monday Before The Official Day-One Program.

Is My Organization Ready For Change?


Code: General

Are we ready for change? Do you know how to answerthis all-important question? Do you know why it’s animportant question to ask – and answer? ImplementingITIL is more about changing organizational behaviorsthan about anything else. Managing the people side ofchange is a critical success factor and key ingredient inyour approach to process improvement. If people arenot on board, then change won’t stick. Understandingyour organization’s readiness for change will also helpsuccessfully drive your communication andimplementation plans. In this four-hour session, whichis a scaled down version of Pink Elephant’sPinkReady™ Workshop, Graham arms you with theinformation you need to understand key organizationalchange best practices, including how to assess theclimate of your IT organization.

Simulation Game: Process Builder Workshop

Jennifer Wels, IT Management Consultant&


Code: General

This fun and very interactive four-hour session, basedon Pink Elephant’s PinkSim workshop, vividly illustrateswhy processes need to be clearly defined, documentedand understood to achieve quality goals and servicelevels. In the specific context of operational IT ServiceManagement, you will learn how to identify the correctinputs, outputs and supporting activities necessary toestablish best practice processes. The format of thesession provides a learning-by-doing simulation gameenvironment, where you will practice process buildingtechniques by completing various tasks as a keymember of a work team. Team dynamics, as well as thequality of communications, are illustrated as vitalenablers for your team to create positive results.

Because of the nature of the game, admittance islimited. Come early! Spots will be assigned on a first-come, first-serve basis.

An Introduction To ITIL

Pierre Bernard, Education Product Manager &

Mark Hamilton, IT Management Consultant, Pink Elephant

Code: Beginner

This is a not-to-be missed session if you want to startyour conference experience with an overview of ITIL’skey learning points. This four-hour workshop is an idealway to learn about ITIL’s IT Service Managementframework and new Service Lifecycle approach.Designed for those new to ITIL or needing a refresh, theagenda includes an overview of ITIL’s five new books –Service Strategy, Service Design, Service Transition,Service Operation, Continual Service Improvement –and their main concepts and best practices; a look atthe new 24-process, four-function IT ServiceManagement process model; key relationships andinterdependencies; and details about the newcertification path.

PinkATLAS™ Tutorials

Bill Irvine, IT Management Consultant &

Shane Johnson, IT Management Consultant &

Robin Hysick,

IT Management Consultant, Pink Elephant


Many organizations are using PinkATLAS' best practiceonline knowledge depository, which includes morethan one thousand documents to jump start their ITILimplementation journeys. If you are a new PinkATLASsubscriber, or want to learn how to use a step-by-stepapproach for implementing ITIL processes, then jointhis session for a truly unique educational experience!You’ll have the opportunity to preview how PinkATLAScan help your organization.

The session is four hours in length and starts with anoverview which summarizes best practices for usingknowledge management systems to facilitate ITILimplementations. This is followed by three tutorials:

How To Implement Change Management, How ToImplement Configuration Management, How ToImplement Incident, Problem & Service LevelManagement

The agenda for each tutorial includes a step-by-step

guide on how to integrate the subject process into yourorganization, a view of several sample documents andtemplates related to implementing and managing theprocess and a Q&A.

Business War Gaming In The IT Environment

Jay Kurtz, President, KappaWest Inc


A Pink Exclusive! This four-hour workshop, especiallycustomized for Senior IT Managers at this conference,reviews Business War Gaming and how going throughthis process helps organizations succeed in today’shighly competitive and global environment. For morethan 30 years, Jay’s California-based managementconsulting firm has worked at helping organizations toincrease their strategic effectiveness and operationalefficiency through the application of military conceptsand principles in the business environment. The normalBusiness War Game takes several days to completeand several weeks of planning, but now you have aunique opportunity to experience first-hand a mini-wargame.

This is a not-to-be-missed opportunity to learn from ahighly experienced business professional about how tostrategize against the combative forces and deployyour tactical resources to accomplish your keyobjectives. This one-of-a-kind session has a strictcapacity limit. Attendance is on a first-come, first serve basis.

The Penguin Experience: Learning To Lead Bold Change

Bill Palladino Partner/Executive VP - Business Results,ISB Worldwide

Looking to lead bold change in yourorganization? Then you won’t wantto miss this unique and inspiring pre-conference primer session! ThePenguin Experience: Learning toLead Bold Change is an interactiveworkshop experience that teaches

leaders at all levels to drive change through thepractical application of proven principles. Theexperience connects the heart of those who mustembrace and lead change today with the mindsetnecessary to ensure future success.

As a result of the session, you’ll: Understand howto build organizational capacity for successfullyembracing change in an increasingly uncertainworld; gain critical leadership skills needed to helpyour organization win – by identifying and doingwhat needs to be done; learn how to acceleratespecific change objectives in areas such asinnovation, strategy implementation, service

Very Cool!

12th Annual International IT Service Management Conference & Exhibition12TH ANNUAL INTERNATIONAL IT SERVICE MANAGEMENT CONFERENCE & EXHIBITION16


Session Descriptions - Pre-Conference Primers

Execution: The Discipline Of Getting Things Done


Code: General

Plans and good intentions aren’tenough! Successful outcomes can onlybe achieved through proper execution –getting things done. Execution is "themissing link between aspirations and

results," and as such, making it happen is the businessleader's most important job. Disciplines like strategy,leadership development, and innovation are the sexieraspects of being at the helm; actually getting thingsdone never seems quite as glamorous. But, as LarryBossidy (Former Honeywell CEO) and Ram Charan(Executive business consultant) demonstrate in theirbook, the ultimate difference between a successfulcompany and its competitor or a successful project anda flop is, in fact, the ability to execute – not just developeffective strategies and plans.

IT managers at all levels of the organization must knowhow to properly position IT strategies against businessneeds, and then execute these, including ITSMimprovement plans, to gain desired outcomes. Withoutproper execution of ITIL, business and ITSM bestpractices, efforts will more than likely fail.

Made To Stick


Code: General

As part of major ITIL transformations,successful communication is a keyingredient to success. Think about atime, as an IT manager, when you weretrying to get a new idea across to one or

many people – even your entire department. Thinkabout how you approached the situation, what skills

you used, what words you said, and the techniquesyou used. Were you successful? Were peopleresponsive to your message? Did your idea ‘stick’ with them?

After reading The Tipping Point by Malcolm Gladwell,two brothers, Chip Heath (a Stanford Business Schoolprofessor) and Dan Heath (a corporate educationconsultant at Duke), were inspired by Gladwell’s topselling book. Gladwell spoke of the innovations thatcause the ‘tipping point’ are due to their ‘stickiness’.The Heath brothers take the extra step to find out whatexactly causes ideas to be ‘sticky’. How are theyconstructed? After extensive research they found thatthe ideas that ‘stick’ all share six principles. Accordingto the Heaths, although the six principles seem likecommon sense, they are woefully under-applied inbusiness communication. The authors state: "Businessmanagers seem to believe that once they've clickedthrough a PowerPoint presentation showcasing theirstatistics and conclusions, they've successfullycommunicated their ideas. What they've done is justshared data."

The Five Dysfunctions Of A Team


Code: General

Best selling business author PatrickLencioni begins his very popular book –one of the top management books of thelast decade – by telling the fable of awoman who, as CEO of a struggling

Silicon Valley firm, took control of a dysfunctionalexecutive committee and helped its members succeedas a team. After he tells his story, Lencioni then offersinstructions for overcoming five human behavioraltendencies that he says corrupt teams (absence oftrust, fear of conflict, lack of commitment, avoidance ofaccountability and inattention to results).

The guidance offered by the author is a veryworthwhile read for any IT department manager,process owner, project manager or team leader, whomay be struggling with the inherent difficulties of groupdynamics when people are brought together to workon major special projects such as implementation ofITIL best practices.

Leading Change



So, you want to change something in theway people are working? Where tobegin? Why is nobody paying attention?You thought the change was going greatbut then everything fell apart! Changing

an organization or even your own team may not beeasy, but at least if you read this book, the challengeswon't be surprises as well.

Leading Change is recognized as one of the all-timebest business books and the definitive work on thesubject. Harvard Professor, John Kotter, methodicallyand carefully explains his eight-step process for leadingand managing major organizational change in an easyto understand fashion, which captures his wealth ofknowledge and experience working with majorcompanies all over the world. John Kotter takesconcepts like leadership, urgency, vision, strategy, andcommunication and puts them in well-explained,practical terms that anyone can follow.

If you’re a manager at any level of your IT organizationwho is currently leading any aspect of an ITILimplementation, understanding Kotter’s eight-stepchange process is a must-have, and this is a not-to-be-missed session.

Conference Optimizer: Top 10 Tips For Getting TheMost Out Of Your Conference Experience

George Spalding, Vice President, Pink Elephant

Code: General

With 13 concurrent tracks and more than 150 sessionsover four days, creating your own conference agendacan be a bit daunting to say the least! Are you thinking:“With so much to choose from, how can I maximize mytime and gain the most knowledge?” If that is yourquestion, then this session is your answer. Thisgathering is designed to benefit both first timers, aswell as those who’ve been to conferences before andare looking to gain as much productivity as possible.Join George – one of the world’s most knowledgeableconference gurus – as he takes you through his top tenlist of do’s and don’ts for getting the most out of yourconference experience. His discussion will include howto network and make new business friends; how tochoose the sessions that are right for your corporaterole, and how multiple attendees from the sameorganizations can consume and share the maximumamount of content effectively. Bring your questionsabout the conference program and specific sessions,and George will give you all the information andsuggestions you need to make this a very worthwhileconference experience for you and your team.

Plus, Take Advantage Of

These Focus Groups:

• ITIL IN HEALTHCARE

• ITIL IN PHARMACEUTICALS

• ITIL IN FINANCIAL SERVICES

• ITIL IN MANUFACTURING

PinkDigestIn each of the 90-minute sessions below, today’smost popular and respected business books willbe reviewed, and you will also be shown how toapply key principles of each of the books to theimplementation of ITSM and ITIL best practices.

improvement, process re-engineering, culturedevelopment; thoroughly understand the world-renowned principles examined in John Kotter’sseminal book, Leading Change, as well as theaward-winning creativity of current internationalbest-seller Our Iceberg is Melting: Changing andSucceeding Under Any Conditions

A Pink Exclusive!


Session Descriptions - Breakfast Clubs

Breakfast

Clubs

Attention Early Risers! Join Our Breakfast Clubs For Value-Added PresentationsAnd Discussion Forums That Enable You To Get A HeadStart On Your Day.

ITIL V3 – An Executive Overview

Pierre Bernard, Education Product Manager, Pink Elephant

Code: Beginner

Are you new to ITIL? If the answer is ‘yes’, you’lldefinitely want to attend this session! Here, you’ll gainan introductory, high level overview of ITIL’s ServiceLifecycle framework and new V3 books: ServiceStrategy, Service Design, Service Transition, ServiceOperation, and Continual Service Improvement. Theoverview is specifically designed for those who’venever attended an ITIL course prior to this event, orthose who need a refresher. After attending thissession, you’ll be able to fully enjoy the conferenceprogram and better understand the presentationsreferring to this best practice framework.

This information is also delivered as part of a longerbreakout session, ITIL: An Introduction, which is beingpresented on Monday afternoon as a Pre-ConferencePrimer (1:00 p.m. - 5:00 p.m.).

What IT Managers Need To Know About Process Maturity



Are your processes “defined”? Are they fully“optimized”? Do you know what these mean and whyit’s important to know? Attend Terry’s session and you’lllearn about the key concepts of process maturity. Terrywill provide an overview of the different processmaturity stages and explain why understanding amaturity level is a necessary step in implementing ITILbest practices.

Make this one of the first conference sessions youattend and you’ll better understand the presentationsthat refer to process maturity and best practices forimplementing ITIL.

This information is also delivered as part of a longerbreakout session, which is being presented on Tuesdaymorning at 10:20am.

An Introduction To PinkReadyTM


Code: General

Do you need a health check to ensure your processimprovement initiatives succeed? Then join Jack for anintroduction to PinkReady! PinkReady is a readinessassessment program designed specifically fororganizations undergoing major process improvementinitiatives. The program provides you with bothanalysis and practical guidance based onmethodologies created by Professor John Kotter andorganizational gurus Lee Bolman and Terrence Deal.The direction you gain through these methodologieswill ensure you understand the critical steps requiredto make your change initiative succeed whileaddressing the cultural and behavioral changesassociated with your specific transformation. Thisincludes information on how to develop targetedcommunications to all stakeholders!

PinkATLAS Tutorials

Shane Johnson, IT Management Consultant &Robin Hysick, IT Management Consultant, Pink Elephant


During these breakfast clubs, you will learn howPinkATLAS can help jump start your ITILimplementation journey. For a full description of thebenefits of the PinkATLAS tutorial, please refer to page 16 .

Each PinkATLAS Tutorial Breakfast Club will cover adifferent process to enlighten you on different areas offocus. The three Breakfast Clubs you may choose fromare: How To Implement Change Management, How ToImplement Configuration Management, and How ToImplement Incident, Problem & Service LevelManagement.

The Top 5 Strategic Benefits Of ITIL

Anil Dissanayake, IT Management Consultant, Pink Elephant

Code: Beginner

Overall performance and reliability of an organization’scritical systems and services can determine businesssuccess or failure, and effective implementation of ITILdrives increased performance while enablinginnovation and reducing costs. But exactly how doesITIL act as a business enabler? Many quantifiablestrategic benefits can be gained by implementing ITIL’sintegrated process framework. This session will focuson real world examples to illustrate how implementingspecific best practices can lead to improved bottom lineresults, increased productivity and stronger overallperformance by IT.

Top Ten Considerations For Implementing Change Management

Robin Hysick, IT Management Consultant

&

Jennifer Wels,IT Management Consultant, Pink Elephant

Code: Beginner

One of the key ITIL processes is Change Management.Get it right and it works, get it wrong and it becomes abureaucracy that IT employees want to bypass. ChangeManagement is a control process that has to have agood balance of efficiency and effectiveness.

Join Robin and Jennifer as they identify the top tenconsiderations when developing and implementingChange Management in your organization.

Using A Business Wargame To Anticipate AndResolve Threats To The IT Organization

Jay Kurtz, President, KappaWest, Inc.


What is a business wargame? This is your opportunityto discover selected business wargaming concepts,including specific processes and tools used in thetypical wargame simulation. During this uniquesession, Jay profiles representative war games in an ITenvironment and specifies the appropriate times whensuch a game might be appropriate. He also outlines thekey steps in a successful wargaming project.

NOT Just Another Book In The Wall


Code: General

Kirk is back with his renowned Books for Breakfastsession! Branding yourself means building yourself –and we do that one insight, one idea, and one book ata time! Join Kirk as he shares some of the books that hehighly recommends and are currently on his must readlist. Kirk believes these books are excellent aids to helpyou on your journey of professional growth, and selfdevelopment.

Determining The Effectiveness Of Your ITSMProcesses With PinkScan

Troy DuMoulin,Director, Product Strategy Pink Elephant

Code: General

What is not defined cannot be controlled. What is not

Sessions Descriptions

controlled cannot be stabilized. What is not stabilizedcannot be measured. What is not measured cannot beimproved. What does all this mean? Simply put, it isdifficult to improve anything that is not understood. Ifyou’re looking to improve the effectiveness of yourITSM processes, join Troy for an in depth look at how toassess the current health and maturity of the processesthat support the efficient and effective delivery of thoseservices through PinkScan. You’ll discover a processassessment methodology and toolset used to supportand direct continual service improvement activities.

ITIL In The Service Provider World



More and more IT organizations are moving to the ITILbest practice framework. And as a result, they havehigher expectations of their service providers, includingout-sourcing and co-sourcing partners. ITIL-empoweredorganizations also expect these providers to fully alignthemselves with operational best practices. Overall,having in place a common frame of reference - such asITIL - provides a significant benefit to both parties. Inthis highly informative session, Bill discusses using ITILwithin service provider organizations as a go to marketstrategy. He also discusses the need for them tointegrate with their customers’ process models. Otherdiscussion topics include: ITIL and Requests forProposals (RFPs); Supplier Contracts and Service LevelAgreements (SLAs); Service Catalogs and Portfolios;Customer and Supplier Interactions within V3’s Service-Driven Lifecycle; and Supplier RelationshipManagement. Whether you’re a service provider or youuse the services of a supplier, this session willenlighten you with valuable information about the newService Management relationship in out-sourcing andco-sourcing environments.

How To Take Service Management To A ‘Defined’Level of Process Maturity

Laurie Dolan,IT Management Consultant, Pink Elephant


As a short term goal, striving to take processes to atleast a 'defined’ level of maturity is considered a bestpractice. This session explores how to obtain that levelof maturity in Service Management. The presentation isfacilitated by a seasoned Pink Elephant consultant andfeatures a high level overview of the different stages ofprocess maturity; details about what it takes toimplement and manage specific processes to a‘defined’ level of maturity; tips for successfullyimplementing it; general timeframes forimplementation; an explanation about why this is abest practice; and a description of the benefits yourorganization will gain.

How To Take Availability & Capacity ManagementTo A ‘Defined’ Level Of Process Maturity

Matthew Bowles& Jennifer Wels,IT Management Consultants, Pink Elephant


As a short term goal, striving to take processes to atleast a 'defined’ level of maturity is considered a bestpractice. This session explores how to obtain that levelof maturity in Availability and Capacity Management.The presentation is facilitated by seasoned PinkElephant consultants and features a high leveloverview of the different stages of process maturity;details about what it takes to implement and managespecific processes to a ‘defined’ level of maturity; tipsfor successfully implementing it; general timeframes forimplementation; an explanation about why this is abest practice; and a description of the benefits yourorganization will gain.

Who Moved My Change?



This year, ITIL V3 introduced a lifecycle approach toService Management. A key part of this lifecycle is thetransitioning of changes from Service Design throughService Transition to Service Operation. Further, theintegrated use of processes within the service lifecyclerequires formalization of inputs and outputs at eachstage. Ultimately, this assures the quality of theplanned change – as well as an effective handover fromone process to the other. There’s more! ITIL V3’s ServiceTransition defines significantly more structure aroundhow a change is designed, managed, tested andevaluated to realize the true business outcome andensure the desired results. To further yourunderstanding of these concepts, Bill discusses thenew lifecycle of a change from the Service Design,through implementation and into the live environment.

Tips For Managing Service Requests



Until the introduction of ITIL V3, Request Fulfillmentwas a missing process within ITIL. Attend this sessionto get a must-have view into this key new ITIL processfrom one of North America’s most knowledgeable ITSMauthorities. During this presentation, Graham will

highlight V3’s expanded view of Change andConfiguration Management; why Request Fulfillmentshould be a key component of your ITILimplementation program; how an actionable IT ServiceCatalog enables an effective Request Fulfillmentprocess; and key tips for managing successful servicerequests.

Plus, Take Advantage Of

These Focus Groups:

• ITIL IN GOVERNMENT

• HOW TO DEVELOP & ROLL OUT

AN EFFECTIVE COMMUNICATIONS

STRATEGY & PLAN

• HOW TO BE AN EFFECTIVE SERVICE

LEVEL MANAGER

• HOW TO BE AN EFFECTIVE

PROCESS OWNER

• ITIL IN THE MILITARY

Track 1

Session Descriptions - Breakfast Clubs

19

THE GREAT GIG

IN THE SKY –

STRATEGIC EXECUTIVE IT MANAGEMENT

Building IT Leadership Capabilities Part 1: An ITIL V3 View

Darren Meister, Ph.D.,Associate Professor, Faculty Director,HBA Program, Richard Ivey School Of Business, The University Of Western Ontario


If you didn’t attend Darren’s presentations at lastyear’s event, you missed some of the highest ratedsessions at the conference! Darren is back withupdated information for senior managers about ITleadership and leading major change. This time hewill also include a discussion about how histeachings link to ITIL V3’s strategic model. At theUniversity of Western Ontario (UWO), Darren’sinterests focus on the role of technology inenhancing organizational effectiveness, specificallyas it concerns innovation processes. Heinvestigates this question primarily within threesettings: technology adoption, knowledgemanagement and inter-organizational systems. Hisresearch often takes him into the corporate worldwhere he has worked in close co-operation withmany practitioners. His current teachingresponsibilities are Leveraging InformationTechnology within the Developing LeadershipCompetencies module at the university’s MBAprogram.

CONTINUING THE ITIL JOURNEY: ANOTHER BRICK IN THE WALL www.pinkelephant.com Register Today! 1-888-27 3-PINK

Inspirational!


Session Descriptions - Track 1

The Business Process Platform: Foundation For ASuccessful Service Strategy Implementation

Swen Conrad PMP,Director, Solution Marketing ITOptimization and SOA Governance,SAP Labs LLC


The business process platform is a combination of atechnology infrastructure, business functionality aswell as common IT processes. It is a holistic solutionthat helps to break down IT silos and barriers withinyour organization and – due to its openness – beyondyour organizational boundaries. It is the foundation forbusiness network transformation, the process ofestablishing value networks between yourorganization, your customers, partners or any otherstakeholder.

This session will explain the scope and processes of abusiness process platform. It will answer questionslike: How do you align business and IT? What changeswith ITIL v3 and service strategy? How can you leverageIT operation for business strategy? – Major buildingblocks of a business process platform will be explainedand cross referenced to both ITIL V2 and V3 whereappropriate.

With a business process platform, you will take fulladvantage of your IT assets, move your organization toa higher level of maturity and ultimately maximize thebusiness value of IT.

Building IT Leadership Capabilities Part 2: LeadingMajor Change

Darren Meister, Ph.D.,Associate Professor, Faculty Director,HBA Program, Richard Ivey School Of Business, The University Of Western Ontario


IT promises major benefits to all organizations.However, implementing systems successfully requiresthat you

a) marshal a cross-enterprise effort to define theopportunity;

b) manage resistance;

c) adapt to processes; and

d) realize tangible benefits.

In light of these components, many practitionerscontinually ask themselves, ‘what do I make mypriority?’

This session, drawing on successful case studies andimplementation failures as illustrative points, highlightspriorities in leadership, project management and front-line execution.

A Strategic View Of ITIL V3's Service-DrivenLifecycle



One of the most significant changes to ITIL V3 is thenew service-driven lifecycle approach. What do seniormanagers need to understand about this newapproach from a strategic perspective? Troy will providean overview of how the V3 model differs from the V2process-driven framework. If you belong to anorganization partway through a V2 roll out, Troy’spresentation will arm you with the information youneed to understand key differentiating factors. This willhelp you decide how to best move forward. If you workfor an organization new to ITIL, this overview willprovide an excellent executive level introduction.

Delivering Enterprise Services Through MatureService Management

Wynnann Rose, Director, Service Management,Infrastructure Technology Services,Ministry of Government Services,Ontario Provincial Government

&

Michael Oas,President, Communicating IT Inc.


Does IT Service Management work as effectively in thepublic sector as it does in the private sector? It suredoes! And, in this session, you’ll get an insider’s view ofhow the Ontario Provincial Government's massiveinfrastructure consolidation initiative was enabledthrough the implementation of key IT ServiceManagement processes. During this session, Wynnanndescribes how her team began planning theconsolidation of core infrastructure services – includingEnterprise Email, Desktop Support, Network Access,Service and Service Order Desk and ApplicationHosting Services – more than three years ago. She alsoexplains how the consolidation resulted in cost savingsof $100 million annually and how the activation of ITSMbest practices kept consolidation programs on target todeliver effective, low cost, customer-centric servicesover a two-year timeframe. Finally, she reveals how shestaffed and structured her practice area and how shedefined and managed roadmaps for processimplementation to achieve success.

Federated Investors Case Study Part 1: A CIO’s Perspective On Business ServiceManagement Maturation

Rex A. Althoff, President, TechnologyChief Information Officer, Federated Services Company

Code: General

If you're a CIO or Senior IT Manager looking for astrategic look on ITIL, join Rex as he presents a casestudy based on his personal experience as a CIO for alarge, multi-faceted organization. Rex will share detailsabout how the ITIL best practices he and hismanagement team directed and enabled FederatedInvestors to succeed with improving IT processes andbusiness alignment. He'll discuss how his ITorganization succeeded in meeting business andstrategic objectives by using ITSM best practices, andhe'll also share details about lessons learned and whatthey would have done differently. Rex will also reviewthe measurements and metrics they implemented thatwere successful in ensuring business/IT alignment, andhow governance came into play. This is an exclusivesenior-level presentation and strategic perspective youwon’t want to miss.

Federated Investors Case Study Part 2: Lessons Learned About Business ServiceManagement Maturity

Ray Domachowski, Vice President And Director Of Technology Services Group,

Mark W. McCoy, Vice President And Director OfBusiness Services Group &

Sharon Kolarac, Assistant Vice President And Head OfAdministration Services Group,Federated Services Company


According to Ray, Mark and Sharon, developing andmaturing an ITIL initiative is not much different thanraising children! Many of us are right in the middle ofraising kids. We’ve experienced the pain of birth, thejoys of first steps and the challenges of independence(often without governance!). Join this team of seasonedITIL practitioners from Federated Investors as theydescribe their corporate odyssey from ITIL birth toadolescence. The group will provide a real-life view ofthe challenges and lessons learned from their processimprovement initiatives – and they have a lot to shareabout the plans they developed with their teams, andhow they were executed! They will also discuss detailsabout the enhanced business alignment accomplishedthrough adoption of the ITIL framework andgovernance processes.


Camaraderie & Staff Development: How To Be ATop-Five Employer In The IT Industry

Dr. Lew Temares, CIO, University Of Miami

Code: General

A Pink Elephant Exclusive! In June 2007,Computerworld released its annual report on the Top100 Best Places to Work in IT. The University of Miamiranked #1 for diversity, #6 for staff retention, #8 fortraining and #9 for career development. It also snaggedthe #2 overall slot for the third year in a row. What amonumental achievement! Here's your exclusiveopportunity to hear from the leader at the helm. Hediscusses the best practices his organization uses torun an aligned and integrated IT department with ahighly functioning team. He also promises to sharesome of his secrets for maintaining this enviableposition for so long. Dr. Temares was an attendee

favorite at our conference last year – come see why!

How IT Translates Business Strategy Into IT Strategy

Kurt Milne, Managing Director, IT Process Institute


Join Kurt in this session as he announcesgroundbreaking results from a recent ITPI study that issure to interest CEOs, CIOs and senior IT managers.This research provides answers to such compellingquestions as: What ongoing practices do top-performing IT organizations use to create strategy andallocate resources to meet the changing needs of thebusiness? How does IT allocate resources to ensurecapability remains aligned with changing businessneeds? And, is effective alignment dependent onoperational excellence? If you inspire to become a topperformer who can successfully translate businessstrategy into IT strategy, this is a not-to-be-missedsession.

Making IT Service Management A Strategic Asset



According to ITIL V3, Service Management is a set ofspecialized organizational capabilities for providingvalue to customers in the forum of services. Whenorganizations are making decisions to adopt andimplement best practice frameworks such as ITIL,Capability Maturity Model Integration (CMMI) or ProjectManagement Body of Knowledge (PMBOK), theyshould be motivated to do so through an established ITgovernance and strategic blueprint. Why? Because thisblueprint identifies adoption of these frameworks as astrategic asset in achieving a pre-determined visionand direction. However, when the blueprint is too high-level or incomplete, organizations may struggle withthe business case of why they should adopt bestpractices. And, without this critical blueprint, it oftenappears that the tail is wagging the dog. Attend Troy’sintriguing session to learn about the business andstrategic models required to realize that ITSM is acritical element in realizing business value.

Bridge Or Dam? Building A Bridge Between IT & Business

Mike Jackowski, Vice President Of Claim TechnologyServices, Allstate Insurance Company


If your organization is considering a major change –people, processes, information or technology – or is

looking for best practices on how to establish a truepartnership with the business, then this is a must-attend session!

Allstate, with more than 70,000 employees locatedaround the nation, is currently in its fourth year of anITIL implementation initiative. As part of the initiative,the organization executed the Next Generation ClaimSystem – built to replace dozens of applications thatmanaged customer insurance claims. In thisilluminating session, Mike explains how hisorganization ensured success by building a bridge ofunderstanding – and aligning goals and processes –with the business. He explains how Allstate movedfrom limited knowledge of ITIL to a strong ITIL servicemodel through the implementation of Change, Incident,Problem, and Configuration Management. Mike alsodiscusses how his team created the processes, builtthe tools and supported the implementation to bridgeobstacles within IT and between IT and the business.

ITIL Service Strategy: A Means To Become “Not Optional”

Michael K. Nieves, Partner, Accenture TechnologyConsulting & ITIL V3 Service StrategyCo-Author


Outsourcing and off-shoring has exposed ITorganizations, even government and non-profits, tocompetitive forces. In this flat world, how does your ITorganization differ from competing alternatives? Howdo you become a high performance service provider?Paradoxically, while more vital than ever, thesequestions often receive short shrift in the pursuit ofday-to-day practicalities, leaving an IT service providereven further exposed to competitive forces. In thisgripping session, Michael examines ITIL V3’s responseto this dilemma, the book Service Strategy. It offersCIOs and senior managers the methods to both askand answer the questions: ‘Where is the organizationheaded and what does it need to do to get there?’

What Makes CIOs (And Their Units) Effective: TheCxO View

Dr. George Westerman, Research Scientist, Center ForInformation Systems Research, MIT Sloan School Of Management


One of the highest rated speakers from last year’sprogram, Dr. George Westerman returns with morevaluable strategic insight about his latest findings in ITtrends, CIO leadership and development of IT businessstrategies. Dr. Westerman is recognized as a leading ITmanagement expert by the Gartner Group and otherleading publications, with his research also featured inCIO magazine.

Many business executives struggle to improve the



A Healthcare Case Study: Intermountain’s EnterpriseData Warehouse

Steven Barlow,Manager, Enterprise Data Warehouse,Intermountain Healthcare

Code: Beginner

Steven Barlow captured the #1 spot on theComputerworld Top 40 Under 40. This is anexclusive session you won’t want to miss!

Based in Salt Lake City, Intermountain Healthcare isa non-profit healthcare system that serves theneeds of Utah and southeastern Idaho residents. Ithas 21 hospitals and clinics, employing more than27,000 people. The organization was ranked as thenumber one integrated healthcare system in thecountry for five of the past eight years and wasnumber two the other three years.

With a complex system of employees andcustomers, IT plays a critical role in deliveringservices to the entire organization. And, tocontinue to support the business, Intermountainhas developed and matured its Enterprise DataWarehouse (EDW) for more than a decade. Thiscontinuous improvement project has establishedthe organization as a recognized leader inleveraging an EDW to improve clinical outcomes,optimize costs and increase patient satisfactionand safety. Join celebrated industry authoritySteven Barlow as he reveals answers to theseburning questions: What is an EDW? What is itsvalue proposition? Why invest in an EDW? What aresome of the best practices in establishing an EDW?As an added bonus, Steven will offer you aninsider’s view of his organization’s EDW strategywith a revealing look at several case studies.

Awesome!



value they obtain from their IT investments and assets.Meanwhile, many IT leaders are not clear with whatspecific steps they can take to improve theireffectiveness in the eyes of business executives.Drawing upon research with more than 250 non-ITexecutives, he will discuss what functions high-performing IT units do better than their lower-performing peers. Effective IT Service Delivery is anessential starting point. But, IT leaders who deliverhigher business value do more than just manage ITwell. They also find ways to show their value to thebusiness every day. In this session, he’ll examine thedrivers of IT value in the eyes of business executives,and discuss specific steps IT leaders can take toimprove their effectiveness.

IT Risk Management: From Availability To Agility

Dr. George Westerman,Research Scientist, Center ForInformation Systems Research, MITSloan School Of Management

Code: Beginner

No enterprise can be completely free of IT risk. Like anydanger, IT risk is something to be managed, noteliminated. It requires making trade-offs between riskand return, between the risks a company can bear andthose it would rather avoid. But until now, IT andbusiness executives have lacked the tools to havemeaningful discussions about IT risk management. Inthis talk, based upon his recent book; IT Risk: TurningBusiness Threats Into Competitive Advantage (HarvardBusiness School Press 2007, with Richard Hunter),George Westerman shares IT risk managementpractices based upon four years of research with morethan 150 companies. He shares how a framework offour key enterprise risks enables business and ITexecutives to make business decisions about IT risks.Then he shows how firms build effective IT riskmanagement capability based on three coredisciplines, and how effective infrastructuremanagement is the foundation to managing IT risksfrom availability through agility. The frameworks andexamples in this presentation will help managers notonly avoid negative incidents from IT risk, but alsocapture the upside of effective risk management.

IT Strategic Planning: The Key To WinningExecutive Support For ITSM

Dalibor Petrovic, Consulting Manager, IT Strategy & IT Service Management, Deloitte


Lack of sustained executive support is often identifiedas the key cause for the failure of ITSM initiatives;therefore, winning and sustaining this support is acritical success factor. How do you do it? This sessionwill provide the answer! Basically, it comes down todeveloping a strong IT strategic plan. Not only is it an

excellent way to lay out a roadmap for your initiative,but it’s also a proven method to gain and sustainexecutive support. Additionally, a sound strategic planis beneficial at many levels: It fosters communicationbetween IT and business; facilitates alignment andintegration of business and technology processes; itclarifies vision, mission, goals, and objectives;identifies key investment areas; and lays everythingout in an actionable roadmap. In his session, Daliboroutlines a practical, step-by-step approach to ITstrategic planning, and shares some examples of whatconstitutes a successful strategic plan. He alsoprovides practical examples of how the IT strategicplanning process is a useful tool to secure thenecessary support of senior executives for introductionof ITSM initiatives.

Strategic Project Management

Dr. Christie A. Biehl, Project Management Institute (PMI)


If you’re an ITIL program director, executive sponsor or

senior project manager, join Dr. Biehl’s session to gainvaluable insight into best practices needed tosuccessfully manage large scale projects. Her sessionfocuses on the leadership attributes of ProjectManagement and presents the strategic use of thoseleadership skills to successfully meet the objectives ofthe project. During Dr. Biehl’s session, participants willlearn how to: Identify Project Management leadershipattributes that result in successful outcomes; identifystrategic Project Management versus reactionaryProject Management; identify flawed project objectivesthat can result in project failure; conduct assessmentsto plan for success through risk analysis andmitigation.

Dr. Biehl has over 15 years of experience in leadership,organizational Change Management and managementconsulting. She is a Program Manager for the PMIKnowledge Delivery Group. Prior to PMI employment,she worked for over ten years at a multi-billion dollarglobal consulting, systems integration and outsourcingcorporation. Dr. Biehl’s current research involves thevalue of project stakeholder management and itsimpact on the achievement of organizational strategicobjectives.

Track 2

WISH YOU WERE HERE –

ITIL V3 FORUM

ITIL V3 Certification: Update & Questions Answered

Sharon Taylor, ITIL V3 Chief Architect & Chief Examiner

Richard Pharro,CEO, APMG

Julia Chapelle,Loyalist Certification Service


Code: General

A Pink Elephant exclusive! Meet and talk to the peopleresponsible for creating and managing ITIL V3certification. Sharon, Richard and Julia provide themost up-to-date information about the revampedcertification scheme which allocates credits towards anITIL Diploma with specific prerequisites, exemptionsand rules. Half the session is dedicated to a formalpresentation where the three provide a brief overviewof the certification path and qualifications, including

Security The Google Way

Douglas Merrill,CIO & VP Of Engineering, Google

Code: Beginner

There are three things you need to know aboutGoogle. First, Google is widely recognized as theworld's largest search engine. Second, Google'smission is to organize the world's information andmake it universally accessible and useful. Third,Google has chosen to ignore conventional wisdomin designing its business and continues to thinkabout ways in which technology can improve uponexisting ways of doing business. Part of thiscontinuous improvement initiative involves lookingat security from a whole new perspective.

What is that perspective? Attend this enlighteningsession – led by Google’s CIO Douglas Merrill – tounderstand why in today's world of consumerizedIT applications, dissolving organizationalboundaries and shared authentication models, theold security model is no longer effective. Douglasexplains why organizations can no longer live theirwhole lives behind one set of walls and why theycan't manage security like priesthood. He alsoprovides a first hand view into the evolving set ofsecurity practices Google employs to addressthreats in our constantly changing world.

Douglas Merrill was named by E-Week as one ofNorth America’s Top 100 CIOs, so this is onesession you won’t want miss!

Extraordinary!


updates. The rest of the session is dedicated toanswering your burning certification questions. So,come prepared with your most pressing issues whilehearing the latest news about ITIL V3 certification.

V3’s New Service Operation Processes


Code: Beginner

Within ITIL V3’s new Service Operation model, there area number of key processes that must link together toprovide an effective overall IT support function. Duringthis informative session, Terry will provide a descriptivereview highlighting concepts, purpose, goals,objectives, scope and value to the business within theenhanced V3 Service Operations model, consisting ofEvent Management, Incident and ProblemManagement, Request Fulfillment and AccessManagement. Attend this revealing session to gaininsight into the new Service Operation principles!

Do Good Walls Make Good Neighbors?

David Cannon, ITSM Practice Principal, HPCo-author, Service Operation

Code: General

During his presentation, David explores the trends of ITService Management implementations using theService Management Lifecycle. It is his view that ITILhas always seemed to be against walls. It claims tobreak down walls between silos, between business andIT and between technology and service. However, isthis always possible? And, do some walls need to bebuilt and strengthened? Join David for an enlighteningpresentation that focuses on: Understanding the needfor specialization; differentiating between items thatcustomers need to know about and those they do notneed to know about; learning to define metrics thatmake sense to IT managers; and learning to definemetrics that make sense to the business.

IT Service Management Process Framework – The V3 Model



Attend this session to get an overview of ITIL’s newmodel, which includes 24 processes and four functions!

The central theme of ITIL V2 was the IT ServiceManagement process model, which included fiveService Support processes, five delivery processes andthe Service Desk function. ITIL V3 has been expandedand includes a much wider view of IT ServiceManagement. And, not only are many of the previousten processes sub-divided to provide more depth andscope, but there are also many new processes too. In

addition, these processes are now linked more directlyto IT business integration through a service-drivenlifecycle approach. If you’re new to ITIL – or V3 – Terry’soverview will provide you with valuable insight into themany components that make up ITIL’s new model.

ITIL V3 Authors Forum

Sharon Taylor,ITIL V3 Chief Architect & Chief Examiner

Michael Nieves,Co-Author, Service Strategy

Colin Rudd,Co-Author, Service DesignShirley Lacy, Co-Author, Service Transition

David Cannon,Co-Author, Service OperationGary Case,Co-Author, Continual Service Improvement


Code: General

If you ever wished you could talk to the V3 authors,your wish has just come true! And, now that you’ve hada chance to read and digest the ITIL V3 content, youprobably have questions about the concepts andmodels contained in the new books. Here’s youropportunity to listen to the authors’ insights and learnmore about ITIL V3’s key principles.

The Value Of Corporate Release Policies V3 Style

Chris O’Brien, IT Management Consultant, Pink Elephant


One of the keys to a successful Release andDeployment process is that defined and effectivecorporate release policies will be shared. However, inmany organizations this is easier said than done! Ifyou’re looking for easy-to follow guidance about how toovercome challenges and implement best practicesaccording to V3, attend Chris’ very informative sessionand benefit from his vast knowledge and experience.Chris will cover: The benefits of Corporate ReleasePolicies and approaches to developing these; ITIL V3

best practices; Release Policy structures (includinglevel of detail, and scope and content); challenges indeveloping a Release Policy; how to overcome thesechallenges; and implementation approaches.

Improving The Quality Of IT Service Through TheDesign Of Service Excellence

Colin Rudd, IT Enterprise Management Services Ltd., Co-Author of Service Design


Moving from ITIL V2 to the new V3 Service Lifecycleapproach holds many benefits. This session focuses onhow your organization can move from running a limitedset of Service Management processes in the latterstages of the Service Lifecycle (principally Operations)– to a more comprehensive set of Service Managementprocesses running in all stages of the Service Lifecycle.

If your organization understands WHAT it has to do, butnot HOW to do it, this session is a must-attend! It looksat some of the options and mechanisms you can use totransform your IT organization from active/reactive, toproactive/predictive. The session also looks at howmature ITIL organizations are using key ITIL V3principles – especially those within the Service Designbook – to make that transition.

Service Transition: Release & DeploymentManagement



Applying ITIL Service Transition best practices isfundamental to delivering successful projects andreleases into production. That’s because at the heart ofa successful transition lies Release and DeploymentManagement practices. All too often, though, individualprojects and functional groups build their ownprocesses, tools and knowledge that are isolated fromother teams. In today’s competitive business andservices environment, silo-based models can no longersupport the ever-changing demands of so manydistributed organizations. To truly optimize the Release



"...one of the best run

conferences I have attended."

Paul Wisner, Division Manager,

Infrastructure,

Cincinnati Insurance Company


Session Descriptions - Track 2 & 3

Management and development processes, distributedteams require a more structured and knowledge-centricapproach. Join Shirley, as she explains: The integratedbuild, test and deployment processes you must have inplace to achieve the results that you, your customersand stakeholders need when transitioning services;how a knowledge-centric approach dramaticallytransforms the release and deployment process; theorganization structure, systems and tools you need toget there.

Transitioning From V2 To V3: Toyota’s Story

Dave Howard, National Manager Service Management, Toyota Financial Services


Using Toyota Financial Services’ (TFS) ITSMimplementation as a baseline, Dave’s case study looksat how his organization is using ITIL V3 principles tomature and improve service management. He explainshow Toyota determined that transitioning from ITIL V2to V3 was the right move – and how they did it. Davealso highlights: How TFS decided which version wasthe best fit based on maturity of existing ITSMimplementation; how the organization incorporatedenhancements into existing ITSM initiatives to provideadded value; how TFS created an education curriculumfor the entire IT organization; and how the culture ofTFS changed to support a business focusedpartnership approach. Based on his in-depthexperience, he also offers his views on how todetermine whether moving from V2 to V3 is the best fitfor your organization. If you’re looking to transitionfrom V2 to V3, you won’t want to miss this compellingsession!

Innovating Services To Align IT With Business Needs

Jimmy Jimenez, Director Of Business Intelligence,Siemens IT Solutions And Services


In this revealing case study session, Jimmy outlineshow his organization uses innovation to better manageservice performance, quality and billing. He alsoexplains how leveraging ITIL processes – as well as abusiness service management platform – assists inautomating business processes around customers’Service Level Agreements (SLAs) and tracks andallocates the cost of customized SLAs reporting acrossthe organization’s customer base. Jimmy’s presentationalso sketches out how ITIL V3 improves services,reduces costs, improves quality and customersatisfaction and serves as an important component formanaging IT and business process service agreementsfor all customers.

Track 3

SPEAK TO ME/BREATHE – ENABLING IT

BUSINESS INTEGRATION THROUGH SERVICE

LEVEL MANAGEMENT

Defining IT Success Through The Service Catalog



Recently, Troy co-authored a book on best practices fordeveloping and managing effective Service Catalogprocesses, and this session focuses on his recognizedindustry expertise in this area.

The growing interest in service management and therecent release of the ITIL V3 service lifecycle modelrepresents an evolution/revolution occurring within theIT industry. For the last several decades, the primaryobjective of IT has been the cost and performanceoptimization of technology domains, applications andcomponents. Defining services represents an exercisein understanding these components in relationshipwith how they work together to deliver business value.

ITIL is a service management process framework: Thismeans that the processes described by ITIL aredesigned for the primary reason of effectively deliveringIT services. This fact makes it clear that understandingthose services and how they are delivered isfoundational to any IT definition of success. Whereveryou are in your ITIL initiative, the Service Catalog isessential to your success. Troy will discuss details forhow to use the Service Catalog as the foundation fordefining services, budgeting and managing costs, andcommunicating with business customers and users.

Service Portfolio Decisions: The Whys & Wherefores



Managing service assets is a new concept included inITIL V3. As a result, IT practitioners are bound to havequestions: How does an organization make wisedecisions about service investments? Are there lessonsI can learn from other disciplines which I can apply toservice investment decisions? Jack’s session focuses ondefining a service portfolio, a discussion about criticalsuccess factors for managing the service portfolio, andhow decisions should be structured and managed tomaximize the investment return of service portfolio.Jack will also provide specific examples of serviceinvestment decisions.

Is Service Delivery The Latest ‘Get Rich Quick’Scheme?

Vicki Farnsworth, Director Of Service Management,Purdue University

Code: Beginner

In this revealing case study, Vicki will discuss PurdueUniversity’s journey implementing Service LevelManagement. She will describe how the organization’sfirst phase worked well. However, after assessingresults, key project personnel felt there were still somemajor holes. To fill the gaps, they started phase 2,which is still in its infancy.

During her presentation, Vicki will highlight how a statefunded institution: defines a cost policy; determineswhat it should offer centrally, and designs a service-based cost structure. The presentation will also coverwhat worked well and what didn’t work so well as Vickiand her colleagues developed a Service Catalog,Service Level Agreements and Request for Serviceprocess.

A Call For IT Transformation

Char LaBounty, President, LaBounty & Associates

Code: General

In 1997, high-speed internet was a brand new 56Kmodem, a cell phone weighed 9 pounds, a camera wasa Cannon T50 with 15 lenses, a car couldn’t givedirections, email addresses appeared on businesscards for the first time and Microsoft just announcedWindows 98 Beta. Things sure have changed, haven’tthey?

In the past ten years, IT has come a long way. Then,major IT service disruptions were secrets internally.Organizations would conduct post-mortems, reportfindings to IT senior managers and promise not toexperience them again. Now, it’s the stuff that appearson front page news articles.

IT organizations today are in an adolescent phase. So,how does IT mature beyond adolescence?Implementing Service Level Management (SLM) is anindication that IT organizations are growing up.

SLM is essential in any organization. Why? Becauseorganizations need to determine the level of IT serviceneeded to support the business. Organizations alsoneed to monitor service levels to identify whetherrequired service levels are being achieved – and if theyaren’t, determining the reason why.

There are many aspects to planning, implementing andmanaging an effective SLM program. Char’spresentation focuses on the roles and responsibilitiesof the CIO and senior IT managers. Withoutinvolvement and a major contribution from this keygroup, SLM is in jeopardy and could delay the IT


transformation. Char will also explain why SLM is apowerful mechanism for providing effective processand methods for maintaining critical IT businessalignment in a complex environment of ongoingbusiness and IT change as well as how it can enable ITtransformation from back office focus to front officeenabler.

IT Service Catalog: The Key To Everything

Patricia Ashauer, Director, Service & Support, Safeway


As a Fortune 50 retailer, Safeway depends on IT toensure it captures maximum margin and volume fromevery item in its stores. Minute-by-minute, Safewaytracks inventory levels, demand levels, and pricepoints. Yet – even in this data-rich environment,Safeway faced the same persistent challenges found inmost other enterprise operations – the perception thatIT was expensive and unresponsive. The heart of theproblem is that the executive team and end-useremployees could not understand or measure the valuethat IT brought to the business.

In this case study presentation, Patricia reviewsSafeway’s Service Management story and its initiativeto improve the operational effectiveness of ITdepartment. She’ll discuss how the organizationdeployed an IT Service Catalog to serve as the focalpoint of the group's new Service Managementapproach. Dubbed ‘The Key to Everything’, the ServiceCatalog program (also referred to as RequestIT) aimedto provide a single point of contact for all employeesrequesting IT services, enhance service deliverycapabilities, reduce IT service delivery costs, improve ITaccountability and ensure compliance.

Ultimately, the Service Catalog provided Safeway with aquick win to improve IT's customer satisfaction andcredibility with the business – as well as demonstrateto the executive team how the IT departmentcontributed to corporate goals. Overall, RequestITenabled hundreds of services to almost all ofSafeway's 30,000 employees and transact an excess of10,000 requests a month – including IT securityservices that are key to SOX compliance auditing.

Track 4:

THE DARK SIDE OF THE MOON – WHERE

DOES THE SERVICE DESK FIT IN?

NOT Just Another Brick In The Wall


Code: General

Cementing a high performing Service Desk functionand IT support group requires very strong team work,and a results-driven service culture. Building an

unbreakable team – and unbreakable culture – is thefocus of this break through, break it down, and breakout session. During this session, Kirk takes a look atsome of the cultural best practices of the top ranked ITsupport organizations across the globe with which hehas worked. Kirk plans to take a grassroots andpractical look at exactly what differentiates IT supportgroups who demonstrate strong team work versusthose that just struggle along aimlessly. Kirk promisesthat you’ll leave this session with practical guidanceyou can take home and put into practice right away.Overall, the learning you gain will help serve as thecultural cement for building an unbreakable team and amore positive culture.

And Then There Were Four …


Code: Beginner

Until the introduction of ITIL V3, the Service Desk wasthe only function within Service Operations. With V3,three more have now been added: TechnicalManagement, Operations Management and ApplicationManagement – for a total of four. In this educationalsession, Terry will draw upon best practices sited in thenew Service Operation book. He’ll review the definitionof each function and related activities; roles andobjectives, sample metrics that should be establishedfor each one; and key organizational considerations. Hewill also review how the three new Service Operationfunctions interplay with the Service Desk. If you’relooking to increase the overall effectiveness of your ITsupport operation, this session will give you valuableinsight.

ITIL Service Desk Assessment



ITIL operational processes that are well planned anddesigned may be ineffective if your Service Desk isineffective in delivery and management. To achieveexpected benefits, you must ensure your ServiceDesk‘s capabilities. Today, most organizations have aHelp Desk or a Service Desk in place. Yet, these entitiesfall short when attempting to deliver the ITIL processeson which they have spent time, effort, resources andmoney. Attend this session to understand theimportance of performing a Service Desk assessment,the steps necessary to perform an in-depthassessment, how to interpret and analyze the results ofthe assessment and how to develop an effectiveroadmap and implementation project plan to positionyour Service Desk to effectively deliver ITIL’soperational processes.

Managing Service Desk Change

Maureen Cunningham, Focus Lead, Management Of Change, CGI

Code: Beginner

Picture this: You know the exact requirements tobecome an extraordinary Service Desk. You know whatinfrastructure is required, what processes you need inplace and who should be doing what. You’re set. Or areyou? Do you know how to anticipate and overcomeresistance to change? Do you know what resistance tochange really is? Do you know how to get key playersaligned? What change tools do you need to helpincrease the likelihood your implementation issuccessful?

Maureen, a seasoned Change Management expert, willhelp you answer these questions. And, during thisinformative session, she shares her experiences toensure you get the most value from your Service Deskchange implementations. Her presentation focuses onhow to manage resistance to change; tips for targetingyour change strategies; industry best practices formanaging the human side of change; and what youneed to do to move your change yardsticks forward.

Key Integration Points Between The Service Desk& V3 Operation Processes

Pierre Bernard, Education Product Manager &Victor Mack, IT Management Consultant, Pink Elephant


The Service Desk is not a new concept. However, ITILV3 moves it to center stage in the Service Operationphase of the new service lifecycle. New processes likeEvent Management, Request Fulfillment and AccessManagement plus the slimmed-down, streamlinedIncident and Problem Management processes create anew and more robust slate of integration points. Victorand Pierre will outline these new areas of integrationbetween the Service Desk and new V3 operationalprocesses as well as provide details about the newfocus.

The Evolving Role Of The Service Desk


Code: Beginner

Within V3’s enhanced ITSM framework, there are now24 processes. But, how exactly does the Service Deskfit in? Don’t worry, Rich will fill you in! During thisinformative session he’ll take a very grassroots look atthe Service Desk’s new positioning, interrelationships





and key activities with each of the 24 new processes.Rich is a highly experienced IT support professionalwith an extensive background as both a practitionerand consultant. Attend this session to gain the benefitof his extensive knowledge as he reviews the keydifferences between the old and new ITIL Service Desk.

Workforce 2012: It’s About KnowledgeManagement

Katherine Spencer Lee, Executive Director, Robert Half Technology & Brenda Iniguez, America's ITSM Consulting Director,FrontRange

Code: General

How would you feel if 35% of your workforce walkedout your door? It could happen sooner than you thinkbecause in less than five years, Boomers will be exitingthe workplace in droves - and with them, all of theircombined knowledge! What are you doing to get readyfor this dramatic workforce shortfall and the impendingtalent crunch?

You should be honing up on a concept calledKnowledge Management. What is KnowledgeManagement? Attend this session and find out! You’llhear about what the rapid aging of America means toyour team and what you should be doing now toprepare for the wealth of knowledge that will soonevaporate. You’ll also gain insight into how you shouldcapture existing knowledge and how you can ensureyou capture it on an ongoing basis. Finally, you’lldiscover what future work teams look like as well ashow work will get done and where it will get done.

Metrics & Measurements: Drive ServiceImprovement At The Service Desk



All too often, Service Desk metrics and measurementsdrive the wrong behavior, are mis-interpreted or mis-used, focus on real or arbitrary service level objectives,or collect dust in a binder in someone’s credenza.Through real-life examples, this session highlightsways in which you can use metrics and measurementsto drive true service improvement. You’ll alsounderstand: How to drive the right-behavior of ITpersonnel and the business; manage by metrics, not tometrics; Change Management’s behavior in interpretingand using metrics; express the story behind themetrics; and the difference between leading andlagging indicators.

Service Desk Implementation: Building A PlaneThat’s Already In Flight

John Scanlon,Director Of Business RelationshipManagement And Service Desk Operations, Office Of Information TechnologyServices, State Of North Carolina


Building a plane that’s already in flight is a laughableexercise. No one would do it! Yet, this analogy aptlydescribes many Service Desk implementations. And,it’s also the basis for John Scanlon’s in-the-trenchessession describing the procedural, organizational andcultural changes generated by a Service DeskImplementation project at the Office of InformationTechnology Services (ITS) in the State of NorthCarolina. Overall, he shares: A pre-implementation viewof the state of ITS’s state Service Desk; the project’sgoals and objectives; the stages of the implementation;challenges and barriers faced by the implementationteam; opportunities identified through theimplementation process; the functional model designdecisions made by the implementation team; thefactors which molded the final deliverables; a review ofthe project’s outcome, including organizational andcustomer benefits.

From Order To Chaos & Back

Peter M. Keenan, Manager, Service Desk & Governance, Central Garden & Pet Company


Rapid growth and a decentralized, fragmented ITorganization were challenges Peter and his colleaguesneeded to face head on. Their goal was to improvealignment between IT services and business needs,while achieving corporate governance. In this highlyinformative session, you’ll hear first hand how thegroup successfully consolidated user support, and atthe same time, rationalized the IT infrastructurethrough Change Management and Service LevelManagement. This case study presentation alsoprovides: key insights for distributed organizationsseeking to manage a culture shift to a more leveragedIT support model in the face of resistance to change(with specific reference to ITIL processimplementation); ITSM tool selection; and achievingautomated audit compliance. Finally, Peter illustrateshow implementation of ITIL best practice provided thebasis for a new, more mature Service Desk model at hisorganization.

Problem Management – Kill Bugs Dead!

Giselle Collins, Senior Systems Analyst - Client Services & Michelle MorrisonSenior Systems Analyst/TeamLeader – Client Services, British Columbia Institute Of Technology

Code: Beginner

Is your IT support organization always too busy puttingout fires to figure out what is really going on? JoinGiselle and Michele as they share details about theevolution of their IT support function. It went frombeing a purely Incident-focused organization to onethat follows clearly defined and actionable ProblemManagement processes. During the session, theydiscuss how they defined the relationship andinterdependencies between the Service Desk functionand the Incident and Problem Management processes.They also review the definitions they’ve given to keyterminology such as known Problems, errors, rootcause and Work-arounds. Attend Giselle and Michele’ssession to hear how they successfully tied togetherIncident and Problem Management with the ServiceDesk, ultimately ridding their organization of pestering bugs!

Track 5

MONEY – ROI & THE FINANCIAL

REALITIES OF ITSM

Low Impact Budgeting: A Case Study In ITFinancial Management

Mike Holland, Director, Product Management,Corporate Information Technology,McKesson


The corporate information technology (CIT) group atMcKesson serves as a partner to its business units,supplying IT infrastructure and application services,based on the varying needs. To improve the ITbudgeting process and gain more visibility into ITspend, CIT set out to define a standard IT servicecatalog. In this case study presentation, Mikehighlights the journey taken by McKesson to improvetheir IT financial management process – includingtracking consumption metrics and reconciling spendingagainst the actual budget. Attend Michael’spresentation to learn how McKesson uses its servicecatalog to drive standardized services, streamline theannual budgeting cycle and increase cost transparency.You’ll also discover how McKesson is able to control ITconsumption, manage cost allocations andchargebacks more effectively, as well as improve therelationship between IT and business unit customers.

Sessions DescriptionsSession Descriptions - Track 5 & 6


Financial Management: What Does A Service Really Cost?

Christopher Jones, IT Process Manager, MeadWestvaco


MeadWestvaco provides products and packagingsolutions to many of the world’s best-knowncompanies and most-admired brands. With a globalpresence in more than 30 countries, the organizationhas approximately 24,000 employees. 14,000 areemployed in the U.S. and 10,000 are employedinternationally. In this case study, Christopher describesthe approach his organization developed and deployedfor Financial Management. Understanding the costs ofservices are integral to providing the right services atthe right price. But given all of the various componentsof a service, including people's time, how canorganizations determine the cost of a service? Thispresentation will discuss the learnings MeadWestvacohas gained as Christopher and his colleagues strived topresent meaningful service costs to businesscustomers – while still managing complexity and effort.Key discussion points include: what it means to cost aservice and why you want to do it; what service modelsbest support service costing; and the specific modelMeadWestvaco chose to implement.

Understanding Service Costing Models



What does IT cost? This is a question asked in mostorganizations time and time again. However, moreoften than not, there is no sufficient answer. Seniorexecutives and IT leaders want better methods formeasuring IT costs based on service, rather than basedon technology components. This is often easier saidthan done because while many organizations say theywant to measure IT costs by service, they lack theability, tools and know-how to do so. Join Troy for ameaningful presentation that cites the key benefits ofservice-based costing and describes an approach forusing the Configuration Management Database toapply a service-based costing perspective.

Continual Service Improvement: From Strategies ToMeasurements


Code: General

One of the challenges for many of today’s organizationsis that managers don’t understand the importance ofaligning metrics and measurements to the overallbusiness strategy and IT goals and objectives. Here’s

your chance to learn! Gary, co-author of the new ITIL V3book, Continual Service Improvement, will describe keymeasurement concepts from V3’s new service lifecycleframework as well as discuss business models forsetting up a measurement system based on theBalanced Scorecard. He will also provide details aboutwhen to start identifying key service and servicemanagement measurements that support theContinual Service Improvement practice. Don’t missthis informative presentation.

A Journey Of Benchmarking Continued – Year Two

Code: General

Two years ago, a number of senior IT managers fromthe financial sector formed a group to compare ITSMbest practices, key metrics and quality indicators.These organizations include Capital One, Bank ofMontreal (BMO), Wachovia, Canadian Imperial Bank ofCommerce (CIBC), Royal Bank of Canada (RBC) and JPMorgan Chase. During Pink’s last conference, the grouppresented a session focused on the metrics they werebenchmarking. This very enlightening presentation wonthe conference’s Best Case Study award. At thisconference, representatives from the group are againon hand to present updated information. Their newpresentation includes specific examples which explainexactly how they are using these metrics forcontinuous improvement. Speakers will highlightseveral metrics and describe exactly how theirrespective IT organizations are using these to measurecontribution to business and IT objectives.

Service Economics: Financial Management & ROI



In the new Service Strategy book, ITIL’s FinancialManagement process has been updated to include amore comprehensive, in-depth and meaningful market-driven view for senior IT managers. The new bookprovides guidance about how to create a marketmindset for IT services, develop market outcomesbased on planning and execution of services and howto build these capabilities. In this not-to-be-missedpresentation aimed at IT leaders, Jack will provide keylearning points from the new book, including aninsightful strategic perspective on FinancialManagement and ROI.

ROI/VOI Feasibility Study & Calculation Of ITIL ROI/VOI

Anil Dissanayake, IT Management Consultant, Pink Elephant


Developing a successful business case requiresadequate analysis and support to gain buy-in to selland sustain the implementation of a new technology.This requires a strategic look at the entire business, acomplete accounting of associated costs and athorough examination of all potential benefits. Indeveloping a business case, the focus should not belimited to ROI but also on the business value ITIL bringsto the organization and its customers. Anil will examinehow to select programs and projects for ROI analysis aswell as describe the preparations necessary to begineach ROI study.

Track 6

SET YOUR CONTROLS FOR THE HEART OF

THE SUN – ENABLING IT GOVERNANCE

THROUGH ITSM

Using ITIL For Compliance Leads To IT Governance

Joanne Molesky, CISA Team Lead, IT Governance,WestJet

Code: General

In this informative session, Joanne tells the story ofhow WestJet – one of North America’s most successfulairlines – approached the challenge of applying ITgovernance. She explains the many steps in theorganization’s journey, emphasizing what worked well,what didn’t work well and how they defined success.Additionally, Joanne provides background informationabout how the IT governance team evolved out of theCSOx project. This includes information about how thegroup defined guiding principles to implement controls,how they used industry best practices such as ITIL andCOBIT. Finally, Joanne explains how WestJet’s ITorganization is implementing measurements to helpcalculate its bottom line value and contribution to thecompany’s mission of providing safe, friendly andaffordable air travel.

"...an excellent experience! I would recommend Pink

events to any IT professional."

- Raul Yzaguirre, Infrastructure Analyst II Sr.,

Toyota Motor Sales



Does ISO Certification Really Matter?

Shane Johnson, IT Management Consultant, Pink Elephant

Code: General

ITIL has always had a strong focus around individualcertification. For many years, though, the question oforganizational certification in IT Service Managementremained unanswered. Then, in 2005, the IT industryintroduced an international standard based on ITIL forIT Service Management. You know it as ISO/IEC 20000.So, has this standard really changed anything? AttendShane’s presentation to understand the scope andcontent of ISO/IEC 20000; its benefits; how ISO andITIL interact in the ITIL V3 world; the competingbusiness priorities for standards; legislation andgovernance alignment; how national imperatives areshaping the level of acceptance of ISO/IEC 20000; andthe challenges in achieving ISO/IEC 20000 certification.

Six Sigma & IT Service Management



Six Sigma is a proven methodology for processimprovement. Of course, a critical and necessarycondition is that you have a documented processbefore you begin making improvements. Thus comesthe questions, ‘is Six Sigma only useful for improvingexisting processes?’ and, ‘are there other uses for SixSigma, especially as it relates to managing the serviceportfolio?’ Join Jack as he discusses the pros and consof Six Sigma, the risk of taking Six Sigma too seriouslyand how it can cause an organization to lose sight ofproviding utility and warranty to the business.

The Need Of Trust: Building A Trustworthy IT

Ken Wendle, Client Engagement Manager, HP Education Services

Code: General

Can your company really trust its future to your ITorganization? With the business’s ever-increasingdependency on its services, IT must be prepared toanswer that question! In this informative presentation,Ken addresses this question by providing practicalsuggestions for gaining the trust and respect of thebusiness you support and enable. His agenda includes:the five waves of stakeholder trust; the four cores ofcredibility; the critical behaviors required to establishtrust; examples and case studies of IT organizationsthat have earned the trust and respect of their businesspartners; and examples of positive, actionable nextsteps. If earning the trust of the business side of yourorganization is important to you, this is a must-attendsession!

IT Governance: A Compass Without A Map?

Troy DuMoulin, Director Of Product Strategy, Pink Elephant


Does your IT governance initiative provide a detailedstrategic blueprint for business value generation? Or, isit a compass without a map? To use a constructionanalogy, IT governance is responsible forunderstanding business requirements, legislativeconstraints and technology opportunities. ITgovernance uses this knowledge to draft a masterblueprint to build, run and improve the IT organization.A key problem is that many organizations view the roleof IT governance as too heavenly minded to be muchearthly good. In fact, their approach to IT governancegoes as far as developing a high level vision anddirection, but falls short of defining enough detail tosupport the creation of the service organization theyenvision. IT governance includes, but extends beyond,setting high level principles, policy and decisionmaking models (the compass). So, unless ITgovernance defines the details around its operatingmodel (the map) the vision and strategy is limited andwithout context and direction. Join Troy as he takes avery insightful look at how the practical outputs of ITgovernance should be.

ITIL: An IT Governance Enabler



Many organizations are adopting an overall governanceframework such as Control Objectives for Informationand Related Technology (COBIT). However, the question‘how can ITIL enforce governance principles?’ soonarises. This timely session covers a view of how COBITand ITIL align and mutually complement each other.Additionally, Graham provides an overview of COBIT’sframework emphasizing how you can use it for morethan just audit purposes. Graham also providesvaluable insight into how you can effectively use COBITand ITIL as part of an overall service improvementinitiative.

Grassroots ITIL & The Center Of Excellence

Scott Koon, Assistant Section Head, Mayo Clinic

Code: Beginner

Having spent several years maturing the Change,Problem and Incident Management processes in hisarea Scott saw little hope for enterprise-wide ITIL

adoption until the Mayo Board of Governors voluntarilyagreed to comply with Sarbanes-Oxley by July of 2008.Suddenly, most of Mayo IT was scrambling to catch up.However, because of the grassroots ITIL efforts in onedepartment, leadership is now coming to this newly-discovered center of excellence to ask for assistance in fast-tracking this new SOX initiative. Hear Scott share his story of determination and accidentalcorporate fame.

Leverage The COBIT Framework To Integrate IT With The Business & Drive Higher IT Value

Julie Mohr, Principal Research Analyst & Author, BlueprintAudits.com

Code: Beginner

Attend Julie’s presentation to understand how ControlObjectives for Information and Related Technology(COBIT) can help your organization integrate IT with thebusiness and drive higher value to the organization.Julie discusses the concepts of COBIT and ITSM andexplains how to develop an approach to bring thebusiness back into the IT organization's core focususing these concepts. She also discusses bestpractices for mapping business goals to IT goals,establishing key performance indicators, applyingmanagement guidelines and implementing a toolset. Ifyou’re looking for a session that focuses on IT businessintegration, this is the session for you!

A Risk-Based Approach To Assessing The State OfUser Access

Bill Bonney, Access Control Manager, Intuit, Inc.

Code: General

In this case study, Bill reviews the risk-based approachIntuit employs for assessing the state of accesscontrols throughout the enterprise. The key tool in theassessment is a survey used to determine how eachdepartment can deal with requesting, granting,provisioning and de-provisioning access rights tosystems. Bill also describes the initial development ofthe assessment survey and explains how coverage wasassured for major compliance requirements includingSarbanes-Oxley. Additionally, he explains how theorganization leveraged best practice frameworks suchas ITIL, ISO 17799 and COBIT to provide guidance. Otherdiscussion topics include how the organizationconducted the survey; the pitfalls in administering thesurvey; how to avoid these pitfalls; and how Intuitleveraged risk assessment to assess readiness forimplementing Identity and Access Managementprograms.


ITIL V3 Information Security Management

Christopher M. Steffen, Manager, Information Security &Compliance, Kroll Factual Data


Everyday news programs remind us that IT security isparamount in our lives. And, even though ITIL V2contained a Security Management book, attentionwasn’t fully given to it. ITIL V3 expands upon theconcepts of Information Security Management by usingprocesses and standards to improve implementations.And, in this dynamic session, Chris discusses how KrollFactual Data embraced ITIL processes when re-organizing its IT infrastructure to deal with regulatorycompliance, Incident Management, change control andpolicy creation. He also provides an overview of theInformation Security Management standard, as well ashis experiences implementing ITIL standards in a small-to-medium size business. Finally, he discusses therelationship between IT Security Management and theother Lifecycle Practices.

Track 7

HIGH HOPES – IMPLEMENTING ITIL: THE

FIRST YEAR

Where Do I Start? The ITIL Service Improvement Plan


Code: Beginner

Where should an organization start to implement ITIL?This is one of the most frequent questions Pinkconsultants are asked. The correct answer is that thereis no one best place to start – all situations are uniqueand require a different plan. However, there is a rightway and a wrong way to approach and manage thedecision making process. In this revealing session,Gary – who is a seasoned veteran of many ITIL projects– will provide practical advice and general dos anddon’ts for planning and organizing the first steps ofyour ITIL implementation journey.

Implementing Configuration Management Using KISS

Harry Don, Manager, Configuration Management, Research In Motion

Code: Beginner

If you’re an IT practitioner who has worked withConfiguration Management, you know its complexityoften contributes to a longer-than-plannedimplementation time. You also know it is one of the firstprocesses that many organizations tackle, yet those

tasked with development of a ConfigurationManagement solution are often hit by the analysisparalysis bug. This results in missed deadlines,escalating project costs and loss of stakeholderconfidence. So, what’s the solution? Well, by firstfocusing on those simple components that provide thehighest return, it’s possible to deliver many quick winsduring the first few months of implementation. Thesesuccesses will give you and your project team thecredibility you need to obtain full stakeholder buy-in,while maintaining momentum. In this presentation,Harry discusses how his organization used the keep itsimple stupid (KISS) approach to achieve quick wins.He reviews his phased approach to implementing aConfiguration Management solution with a focus onthe relatively simple initial phase that minimized riskand provided immediate value.

Creating Quick Wins!


Code: Beginner

How many successes are you planning during your firstyear of ITIL implementation? Are you deliberatelyincluding opportunities for short-term wins in yourproject plans? Find out why this is a must-have byattending Shane’s session. Major transformations cansometimes take years! Complex efforts to changestrategies, restructure organizations, and reengineerprocesses risk loosing momentum if there are no quickwins to show progress. Most people, including seniormanagement and the CFO, won’t go on the long marchunless they see compelling evidence within a shorttime frame that the journey is worth the cost and effort.What quick wins can you build into your ITILimplementations to satisfy this need? Find out fromShane as he provides an overview of Kotter’s Eight-Stepbest practice business model for leading major change,with special focus on step 6 – Creating Short-TermWins.

The 10 Biggest Mistakes IT Organizations MakeDuring The First Year Of ITIL Implementation


Code: Beginner

There are a number of critical factors you mustconsider during the all-important first year of ITILimplementation. These factors may mean thedifference between success and failure down the road.In this very informative session, Graham – a highlyexperienced ITIL implementation consultant – takesyou through a top 10 laundry list of the biggestmistakes CIOs and IT managers make as they embarkon their organizations' ITIL journeys. His presentationincludes: What can go wrong when seeking seniormanagement buy-in and how you can ensure success;

why projects fail; what it means to establish andmanage formal projects; what can go wrong if you donot properly staff – or effectively manage – the keyroles of project manager and program director; whathappens if you do not address cultural issues; how andwhy you should consider readiness for change; andwhy it’s wrong to assume you know which process withwhich you should start, without first understanding thematurity levels of your processes. Graham’s sessionsalways receive high ratings from conference attendees.Now, it's your turn to see why!

Tear Down This Wall!


Code: Beginner

The first year of an ITIL implementation project iscrucial in many ways. One of the components forensuring success is creating strong teamwork and theright mix of excitement, energy, readiness for changeand emotional engagement. Do you have all theseingredients? During this fun session, Kirk will take alook at the people side of the first year of ITILimplementation. He offers guidance on how toovercome roadblocks, blockheads and cynics that maybe blockading your efforts to build community, culture,teamwork and results. This session offers somelaughter-based group therapy as Kirk highlights provenbest practices for overcoming negativity and breakingdown the walls that are stopping your culture on itsintended and necessary journey from good to great!

The People, Process & Technology Flaw


Code: General

You can buy process. You can buy tools. But, you cannot buy the hearts and minds of people!

The most challenging element of a service managementprogram is the need to change behavior and culture. Atits most basic level the implementation of newprocesses requires a fundamental change in whatpeople think they do for a living. ITIL process design – orthe implementation of an integrated servicemanagement tool – pales in comparison to thischallenge. This presentation will focus on why thepeople, process, technology mantra is inherently flawedand why the real model should be people, people,people, process, technology.

Troy, a highly experienced senior IT managementconsultant, will highlight practical models for getting ahandle on how to win friends and influence people inthe greatest challenge of all - behavioral change.





The Keys To Unlocking Process Performance

Roy Cranford, Sr. Manager, Service Management Engineering,VeriSign, Inc

Code: General

It is a commonly held view that you get the behavioryou reward. In today’s business world, rewards areusually generated using KPIs, metrics, statistics, and/ormanagement reporting. What is the difference betweenall of these approaches? And, how do they relate toprocess improvement? Join Roy as he explains whathe’s learned about unlocking the key to processperformance by using rewards that drive the desiredbehavior, and outcomes. Words like KPIs and metricsare often used within the same organization butsometimes have completely different meanings. InRoy’s case study, he will discuss these terms andapproaches, review the KPI lifecycle and explain howsome KPIs have a limited lifespan. He will also highlightthe lessons his organization learned while focusing onhow and why to position KPIs to drive processintegration.

Track 8

SHINE ON YOU CRAZY DIAMOND –

IMPLEMENTING ITIL: YEAR TWO

& BEYOND

Moving To A Measured Organization At The StateOf North Carolina

Joe Lithgo, Operational Excellence ProgramDirector, State Of North Carolina

Code: General

The State of North Carolina, winner of Pink Elephant’s2006 ITIL Project of the Year award, is now in the thirdyear of its ITIL implementation journey. And, to date,the organization has racked up some very impressiveresults: A 130% improvement in mean time to repair(MTTR), a 30% improvement in Service Deskproductivity with no increase in staff and a 20%improvement in agent productivity. Join Joe, winner ofPink Elephant’s 2006 ITIL Project of the Year award, ashe discusses practical tips for capturing key metrics atthe beginning of a program; lessons learned for dealingwith resistance to a major transformation to ameasured organization; a real world example of ameasurement framework for multiple processes; and

an example of how to apply the seven step continualservice improvement cycle.

Joe’s sessions are always highly rated by ourconference attendees, so this is one presentation youwon’t want to miss.

Sky Diving Into Capacity Management

Scott Ferguson, Manager, Service Management Support,Huntington National Bank


A key component for delivering value to the business isIT’s ability to properly manage capacity. And, in thiscase study presentation, Scott discusses hisorganization’s deep dive into Capacity Management.This includes in-depth accounts of his 8-track plan; hisCapacity Management workshop and capacity plantemplate; how his organization engaged in capacitymodeling in the absence of tools; the roles heestablished within the Capacity Management Team;how this team identified and validated capacityrequirements for their systems and services, thenprioritized results into five criticality tiers; how theyaddressed process integration issues between CapacityManagement, Service Level Management andConfiguration Management; and how they establishedrequirements for Component Capacity Management,Service Capacity Management and Business CapacityManagement processes. Finally, Scott provides detailsabout how he and his colleagues factored in theintegration of Sky Bank – a new acquisition.

Incident Management At HCA: (What Is) The LightAt The End Of The Tunnel

Robert Nixon, Sr. Manager, Hospital Corporation Of America

Code: Beginner

Robert’s compelling presentation traces theimplementation and maturing of the IncidentManagement process at HCA during the three yearssince implementation. And while the session revealshow the initiative helped improve and support servicedelivery and increase customer satisfaction across theenterprise, there is a major focus on implementingIncident Management and process-based activitieswhere none previously existed; obtaining seniormanagement buy-in, communicating and working withall levels of management and staff across theenterprise, establishing the process, measuring andtracking results, making process and activity basedchanges, delivering services to customers on timewhile evaluating, modifying and maturing the process,key performance indicators, the Balanced Scorecardand key operating metrics.

Metrics Drive Continual Process Improvement

Sheri Cassidy, Process Engineering Services Manager,Progress Energy

Code: General

Are metrics really that important? You bet! And, they’reimportant before, during and after processimplementation! In this session Sheri illustrates whymetrics are fundamental to the concept of continualprocess improvement. She provides real-worldexamples of Progress Energy’s process improvementjourney and how the organization established metricsto support its ITSM program goals. Sheri also explainshow considering continual improvement at thebeginning of her initiative contributed to the success ofthe overall program, effecting real and lasting changeover time! Finally, look for Sheri to detail herorganization’s five-year evolution of a continuousimprovement culture, through training and educationto process management and accountability to visiblemetrics and dashboards. As an added bonus, Sherishows you how to identify measurable metrics, as wellas derive real value from self-assessments andbenchmarking, ultimately avoiding the most commoncauses of improvement failure.

How Marval Achieved Operational Excellence

Don Page, CEO, Marval Group

Code: General

Many professionals steadfastly believe that ISO/IEC20000 will soon be a mandatory requirement by whichorganizations and service suppliers can prove they aredelivering quality, value for money and auditableservices. Don and his organization are among thebelievers! And, after embracing this position, theorganization is enjoying tremendous pay off!

In this case study presentation, Don describes Marval'sjourney to achieve and maintain ISO/IEC 20000. In hisview, it was sometimes difficult and often a stressfuljourney, but very much worth it. According to Don,adopting the framework proved – both commerciallyand operationally – to be one of the most productiveimprovements in the organization's 18-year history. Thebusiness, stakeholders and customers now havegreater confidence in the services they receive. Inaddition, internal teams are better able to demonstratethe great jobs they do – and more important, providethe evidence to prove it. Don’s presentation will cover:Marval’s approach to removing its hero culture andobtaining team buy-in; the role of ITIL V3's ContinualService Improvement focus; changes required to ITSMtools; and how ISO/IEC 20000 supports regulatory andgovernance requirements, such as SOX, COBIT, ISO90000, ESCM, ISO 17799 and ISO/IEC 19770.


Liberty Mutual – An ITSM Case Study

Stephen Wrenn, VP I/S Quality & Performance &Sheila Kelley, Senior Director, IT Service Management, Liberty Mutual


Learn from two very seasoned IT professionals! LibertyMutual’s ITSM progress has been highlighted in Pink’sconference program for a few years running and theorganization’s case study presentations have alwaysbeen highly rated. Stephen and Sheila are back toprovide a progress report with more details about howtheir organization continues to implement effectivebusiness solutions using ITIL’s best practice framework.If you have a large, complex, multi-user IT infrastructureenvironment such as Liberty Mutual, this is a must-attend session.

Stephen and Sheila’s next presentation is focused onapplying standard processes and tools for operationsmanagement. They describe how industry leading ITframeworks such as ITIL, Control Objectives forInformation and Related Technology (COBIT) andCapability Maturity Model Integration (CMMI) areenabled through Lean and Six-Sigma tools towards agoal of driving out waste while reducing non-valueadded activities such as rework loops and wait time.During the session, the pair also reviews an end-to-endinput process output (IPO) example for a standardworkplace IT service. As an added bonus, Stephen andSheila will introduce a model you can apply to yourown IT services.

The Evolving IT Service Organization



Since the advent of Henry Ford’s Model T and thecreation of complex assembly lines, organizationalcharts have focused task specialization by breakingapart complex processes into individual steps. Thisapproach ultimately manifests itself as silo or stove pipebased organizational structures where the right handhas little knowledge of what the left hand is doing.

As technically focused IT shops transition into serviceorganizations, they need to splice together what wasartificially separated. In other words, what occurs whenan organization defines IT services and process, is thattwo new virtual organizational structures areestablished on top of the traditional domain basedsilos. The end result is the establishment of a matrixorganization where individuals within have multiplelayers of accountability and are constantly faced withthe requirement to prioritize their time.

This session looks at the growing trend and changes toorganizational design for IT departments and roles inorder to cope with the need to manage and deliver end-to-end services.

Track 9

LEARNING TO FLY – PINK UNIVERSITY:

ITIL BOOT CAMP

What IT Managers Need To Know About Process Maturity



Do you understand CMM (Capability Maturity Model)concepts? Do you know how CMM relates to processmaturity and ITIL? If you’re not sure, then this is a mustattend presentation. Bill will provide you with anoverview of CMM and the different process maturitystages as well as explain why understanding them isnecessary for implementing ITIL best practices.Participate in this session and you’ll better understandthe other presentations at the conference that refer toprocess maturity and best practices for assessing,planning, organizing and implementing ITSM activities.

This information is also delivered as part of a shorterBreakfast Club session on Tuesday morning, starting at 7:15 a.m.

Techniques For Implementing ITIL In Small Organizations

Sharon Taylor, President, Aspect Group

Code: Beginner

ITIL is not ‘one size fits all’. ITIL works in all sizes oforganizations – large or small! However, smallerorganizations do have their own sets of distinctiveimplementation challenges. During this session,Sharon discusses the unique challenges faced by smallIT organizations. Budgets are smaller and there arelimited resources. However, expectations to deliverquality service are extremely high. So, how do you getthings done? Find out at Sharon’s session. Otherdiscussion topics include: Key differences betweenimplementing ITIL processes in large versus smallorganizations; successful strategies for implementingITIL ‘light’; major challenges and how to overcomethem.

Tips For Transitioning Process Improvement FromProject To Production


Code: Beginner

Moving a newly defined and implemented process fromproject to the production environment is a phase oftenoverlooked in many IT Service Managementimprovement initiatives. Making this move has its ownset of challenges and if not properly planned, there is a



How To Take ITIL Processes To A ‘Defined’ Level of Maturity


As a short-term goal, striving to take processes toat least a 'defined’ level of maturity is considered abest practice. This track explores how to obtainthat level of maturity. Presentations are facilitatedby a seasoned Pink Elephant consultant andfeature a high level overview of the different stagesof process maturity; details about what it takes toimplement and manage specific processes to a‘defined’ level of maturity; tips for successfullyimplementing it; general timeframes forimplementation; an explanation about why this is abest practice; and a description of the benefits yourorganization will gain. Choose the session bestsuited to your implementation activities!

Incident & Problem Management

Terry Sherman & Mark Hamilton, IT Management Consultants, Pink Elephant

Change & Release Manaagement

Graham Price& Matthew BowlesIT Management Consultants, Pink Elephant

Configuration Management


Totally Unique!


risk that the hard work completed during the projectphase will not achieve desired results. In thisillustrative session, Graham identifies the key stepsand requirements you must have in place for asuccessful handoff from project to production. And,because it is so important that your organization is setup for this critical handoff, Graham offers all thepractical guidance you need. This includes the rolesand responsibilities you should define; the resourcesyou should allocate to fill the roles; identification ofwho owns certain activities; how to continually improvethe process, how to make enhancements to tools; andhow to ensure effective, ongoing communication.Ultimately, this presentation will ensure you don’t getcaught without a group wanting to take responsibilityfor the handoff!

Track 10

WHAT SHALL WE DO NOW –

ADVANCED CONCEPTS

A Framework For Capacity Management Reporting

Frank Bereznay, Vice-President, Computer Measurement Group


IT professionals have created reports ever since thefirst business process was automated. Among theexamples of reports: batch run times, input and outputvolumes, all sorts of configuration based documents,utilization profiles, response times and transactionsvolumes. For the most part, these reports helpedindividuals highlight, measure and manage theirparticular responsibilities. The ITIL framework presentsa higher level topology-based view of the ITorganization - and a basis for linking existing reportingefforts to a measurement and management tool forService Delivery. Frank’s detailed session profiles aview of the framework he used in his organization,along with a unique cookbook approach toimplementation.

The Top Four Killers Of An ITIL Implementation

Darren Meister, Ph.D., Associate Professor, Faculty Director, HBA Program, Richard Ivey School Of Business, The University Of Western Ontario

Code: General

In this highly interactive session, Darren, the FacultyDirector of the HBA Program and an AssociateProfessor of Information Systems at the Richard IveySchool of Business, arms you with the information youneed to deal with four big buzz killers for many ITILimplementations. First up is The Work-to-RuleEmployee – even though his job isn’t changing much,everything’s a big deal. Next is The Acid Peer, the

person who should be a key ally, but isn’t. Then, TheRemote Employee Gone Rogue – the person you placedin another department to improve your effectiveness,but now she’s resisting you. And finally, The InattentiveExecutive – that person whom you think is either notpaying attention or is carefully sabotaging your everymove. The session also features practical tips ondealing with these four killers, while ensuring asuccessful implementation. Come prepared to shareyour pain with Darren – a highly rated speaker from lastyear’s conference! Before attending this session, youshould have attended others focusing on theManagement of Change. You should also comeprepared to share your stories of pain and frustrationand help others throw bricks at the walls of resistance.

The Reality Of ITIL & Software Development

Dhiraj Gupta, IT Manager, Operations Framework Services & Brian Surtz, Senior Consultant, Progressive Insurance


ITIL describes core concepts focused on creating anoperationally robust solution. Consider the scenario ifyou decided to introduce these concepts in the earlystages of implementation within a large softwaredevelopment project. How would it shape the solution?What are the benefits? What are the challenges? Here’syour chance to discover the answers! In this compellingpresentation you’ll learn from the real-life experiencesof Dhiraj and Brian. They explore real issues such astiming, resource constraints and team structure. Theyalso discuss why it’s important to include certainoperational aspects into your architecture up front.Overall, Dhiraj and Brian will enable you to thoroughlyunderstand how to build a better architecture, teamstructure and plan. And, more important, how you canavoid frustration and poor decision making due tounrealistic expectations.

Institutional Process Adoption: The Bright Side OfThe Moon

Michael Kane, CIO, XL Global Business Services


Fact or fiction: To achieve greater Service Managementbenefits, you must institutionalize process. It’s a coldhard fact! And, this session illustrates how XL Capital, alarge financial services organization, achieved majorsuccess in institutionalizing process – but not beforeexperiencing some major growing pains!

Overall, Michael provides an in-depth view on how youcan achieve cultural adoption incrementally through

service-based process implementation. This sessionincludes discussions on how taking both a businessand IT based view of policy, process and productalignment can assist in achieving the following: ITtransformation and transparency, deliberation on thevalue of defining business service models versus justdefining IT services and how this can dramaticallyincrease the value of your Configuration ManagementDatabase (CMDB), and a review of gap analysismatrixes that makes decision making processes faster,while enabling immediate benefits to the businesswhile delivering on a long-term vision. He also sharesthose all important lessons learned.

If you want to be on the bright side of the moon, youwon’t want to miss this unique session. You’ll leavearmed with powerful and practical guidance that willenable you to better understand what information youneed to obtain about your people, your processes andyour tools to plan the most effective implementationstrategy – or to accurately adjust the one you arealready executing.

System Dynamics: The Mystery V3 Process Tool



ITIL V3’s new Service Strategy book depicts a numberof models. These are applications of a process


Computerworld’s Guide To Attracting & Retaining The Industry’s Best

Julia King, Executive Editor, Computerworld

Code: General

Every year, Computerworld, one of the mosttrusted news sources for the critical informationneeds of senior IT management, unveils its list ofthe 100 Best Places To Work In IT. What makes agreat workplace? And, how do you go aboutattracting and retaining the best talent?

Find out as Julia provides an overview of the criteriaComputerworld chooses as must-have features forthe best organizations. She also explains whythese particular items are part of the overall criteriaand how they work to attract top performers.Finally, Julia reviews the publication’s all-importanttips to attract top-notch employees. As an addedbonus, this session features a panel consisting ofexecutives from organizations that have beenhonored as Computerworld's Best Places To WorkIn IT. They'll answer all of your questions aboutwhat they did to make their organization stand outfrom the rest as well as their secrets for zeroing inon the right hires!

Check This Out!


modeling practice known as system dynamics. Systemdynamics was developed by Jay Forrester fromMassachusetts Institute of Technology (MIT) to helpyou understand and model non-linear dynamic systems– a very apt description of ITSM processes.

This intriguing session – aimed at IT directors, seniorprocess owners, IT support managers and ITIL programor project managers – provides an understanding ofsystem dynamics. You’ll discover what it is, its historyand principles, how you can use it with process designteams and how to apply it to Incident and ChangeManagement. Jack also answers the followingquestions: What is the mystery method; how doessystems dynamics apply to ITSM; and what advantagedoes system dynamics provide to design, transition,operate and improve efforts.

Using Process Metrics For Service Improvement

Dr. D. Akira Robinson,Consulting Computer Scientist, Dept. Navy - SPAWAR

Code: Beginner

Do you know if your ITIL processes are deliveringquality and value? Are they performing efficiently? Dothey measure compliance according to process? Theseare critical questions you need to ask. Why? Becauseevery process has inputs, activities and outputs thatneed to be measured and reported. All too often,organizations make the mistake of not thinking aboutprocess measures or trying to report on more processmeasures than they are capable. One of the keys forcontrolling and improving ITIL processes begins withproperly defining and using correct critical successfactors, key performance indicators and processmetrics.

If you want to learn how to effectively measure yourITIL processes, join Dr. Robinson as he shares hismethods for defining, measuring, reporting and usingprocess metrics to improve your efficiency andeffectiveness.

Track 11

US & THEM – ITIL IN LARGE

ORGANIZATIONS

Lessons Learned Implementing ITIL In A LargeOrganization

Catherine McGregor, Department Manager Of ProcessSupport Services, BMO Financial Group


Bank of Montreal (BMO) Financial Group is among thelargest and most respected financial establishments inthe world. One of the first large multi-nationals in NorthAmerica to embark on their ITIL journey, Catherine andher colleagues are now in their sixth year of roll-out.

They are recognized for having many successes and arewinners of Pink’s 2005 ITIL Project Of The Year Award. Itis said that the very best lessons learned are fromthose who’ve ‘been-there-done-that’. We agree. And, inthis not-to-be-missed session, Catherine reveals majorsuccesses, as well as lessons learned about what do to– and what not to do – to ensure positive outcomes.

Six Sigma & ITIL: A Honeywell Case Study

Christine Barrett, Global Technology Services Training Manager, Honeywell


With roots tracing back to 1885, Honeywell employsmore than 100,000 people in 95 countries.

“Premier companies don't satisfy almost all theircustomer's expectations; they exceed all of theirexpectations. Business success is a moving target andwe must all get better and better each year at providingproducts and services.” This statement comes straightout of the culture literature posted on the Honeywellcorporate website. And at the heart of this philosophy,is a commitment to Six Sigma principles focused onimproving growth and productivity as well as ameasurement of quality.

So what do you get when you cross a Six Sigma BlackBelt with ITIL best practices? You get Christine Barrettand one intriguing presentation! Join Christine – who isresponsible for directing and coordinating the ITILtraining for the Honeywell’s Global Technology Servicesdivision – as she addresses the tricky topic of teachingthe processes to an audience of 500+ users across theglobe. She also describes her approach to educationbefore, during and after their training experience, andshe explains how Honeywell is approaching ongoingtraining and development of internal ITIL competencies.Finally, she touches upon how it all supportsHoneywell’s overall commitment to Six Sigma andQuality Management.

Service Management At P&G: From OperationalExcellence To Running As A Business

Leah Palmer, Associate IT Director, Employee Services, Procter & Gamble, & President itSMF USA


Since starting its ITIL implementation in 1997, P&G hassuccessfully outsourced its infrastructure andapplication support. It also continued to expand theconcept of Service Management within the globalshared services organization. P&G has embraced astrategy of running as a business, providing theframework to transform the shared servicesorganization into an ongoing source of value creation.This strategy, rooted in P&G brand management, is all

about providing great services by focusing onunderstanding the needs of clients and users, thendelivering against those needs with excellence. JoinLeah as she explains how P&G applied its industrywinning brand management practices to effectivelymanage its shared services, over a decade after theyfirst learned to spell ITIL.

How To Build A World Class Scorecard

Robert Barnes, Global Vice President, GTI Global, JP Morgan Chase


When you work for a large financial institution, youknow the importance of an agent scorecard and a site-specific scorecard. One major benefit is that eachprovides superior visibility into employee performance.A scorecard can also assess results at differentlocations. At large, multi-site organizations, effectivetracking, reporting and analysis of meaningful metricsare key to understanding what is – and what is not –working well. Why? Because a thorough understandingmeans you can take corrective action very quickly.During this session, Bob highlights the balancedscorecard he developed for his organization’s agentpopulation and its multiple locations. He also reviewshow he built the scorecard, along with the specificbenefits it realized. Finally, Bob shares examples of thescorecards he used and describes how theycontributed to overall improvement of teamperformance and department results.

IT Service Management: A Key Component OfChevron’s IT Vision Of Operational Excellence

Roger Prince, ITC Reliability Champion, Chevron

Code: General

Until recently, a global company did not mean global IT.However, recent trends towards regional data centerconsolidation, shared business applications and sharedglobal networks drove a need to develop – and roll-out– common processes which span not only continentsand lines of business but also the cultures of more than120 countries. Attend Roger’s revealing session to learn


"Very well organized,

excellent content and speakers"

Thomas Leo, SVP, Global Infrastructure Services,

JRI-America


how Chevron is tackling this challenge. You’ll learn howit uses diverse design and review teams, a new,permanent ITSM organization, and how it deployscommon global processes during a multi-yeartimeframe.

You’ll also discover how IT became the enabler ofglobal business standardization and integration; how itoperated with a common set of tools and processes;and how this resulted in consistent, measurableservices across the globe. Finally, you’ll hear about theIT organization’s links to a corporate mandate andstrategic vision focused on operational excellence,reliability and standardization of business processes.

An Enterprise Roll Out Of Change Management:The Pains, Gains & Glory

Cathy Kirch, Process Consultant, EIS, Allstate


With 70,000 employees across multiple locations,Allstate is one of the world’s largest and mostsuccessful insurance companies. And, it’s into its fourthyear of an ITIL implementation initiative. Wouldn’t youlike to be a fly on the wall to hear the stories? You’re inluck because Cathy, winner of Pink Elephant’s 2006 ITILPractitioner of the Year award, is on hand to tell youeverything! In this session, she provides details aboutenterprise wide implementation of ChangeManagement – a major and complex undertaking. Ifyou have an ITIL process for Change Management, bigor small, but are not sure how to get your applicationsupport partners to join in, attend this session to learnhow to do it! Throughout, Cathy highlights the trials,tribulations and successes of Allstate’s rollout. Severalmembers of the project team are on hand to answeryour most pressing questions. Cathy’s presentationalso highlights: What does a Change process look likewhen it is formalized and repeatable? What are thevisible results of an enterprise roll out? What kinds ofmanagement reports are needed? Where do you start?What tasks should you define? And, what does thedocumentation and formal planning look like?

Q&A Panel Discussion: Large Scale & Global ITILImplementations

Facilitated by: Gary Case, IT Management Consultant, Pink Elephant

Code: General

Large organizations face unique and challengingsituations when implementing IT Service Management.These challenges come in many forms: Language; howto obtain buy-in from the top down; how to shareinformation and work on process design acrossmultiple time zones; and cultural differences. Are youinterested in learning how to implement ITIL globally oron a large scale? Then come to this question andanswer session armed with your most pressing

questions and issues. You’ll have the opportunity tointeract with the panel’s highly experiencedpractitioners and consultants while receiving practical,real-world guidance.

Developing, Designing & Delivering An ITILTraining Strategy For A Global IT Organization

Rick Pyfrom,Director, Training & Development,Johnson & Johnson Global InformationTechnology Services


Johnson & Johnson is a global leader in providingconsumer and health care products and servicesthrough a number of supply chain and marketingchannels, including: Medicines and Nutritionals,Consumer Products and Medical Devices andDiagnostics. Each of these presents unique challengesto the IT organization – specifically, when it comes todemonstrating lean thinking and continuous processimprovement.

In 2006, with these challenges in mind, Johnson &Johnson began a formal process of training andeducating key staff members in the ITIL framework. Asthe IT organization designed the best practicestrategies to enhance its partnership with the operatingcompanies responsible for the development, marketingand manufacturing of products, it became apparentthat the Global IT team needed a common platform.

How did the organization develop and deliver aneffective training program? What went well? Whatdidn’t go so well? You’ll find out during this session.You’ll walk away with an in-depth view into bestpractices that really work as well as lessons learned.

Track 12

ANY COLOR YOU LIKE – IMPLEMENTING

TOOLS & TECHNOLOGY

Top 10 Most Important Things To Consider WhenAssessing, Selecting & Implementing Tools


Code: General

The use of automated tools in ITSM is a must-have.Why? Because requirements for managing current andfuture processing architectures are becomingincreasingly complex. Now, it’s business critical toensure your organization properly assesses productsthat best suit its needs. Join Shane as he recounts thetop 10 most important things you should considerwhen assessing, selecting and implementing softwareand technology that support ITIL’s integrated ITSMmodel. Bonus! This presentation includes informationthat supports the new V3 processes!

A Global IT Organization On A Noble Quest For TheIT Tool Grail

Ed Peterson, Manager, ITSM Systems, Chevron


They say when the only tool you have is a hammer, allof your problems look like nails. However, what if youhave more than 24 varieties of hammers and more than80 carpenters? Now, give them all a slightly differentblueprint and ask them to work on the same house!Wow, what a scenario! This is the situation Eddiscusses in this very insightful case studypresentation.

To support a global ITSM program, Chevron had to facethe tough question of ‘how do you move from a myriadof legacy point solutions to a single enterprise wideITSM tool suite?’ To accomplish this challenge, certainfundamental rules were applied – which Ed will review.He also discusses how a global organization efficientlymoved through the RFP and tool selection processwithout compromising their selection quality. Inaddition he addresses other issues of interest such as:Tool configuration and configuration maintenance; timeto value – a key planning activity that organizationsneed to address immediately after tool selection;prototyping as an implementation strategy; anddefining the organization needed to support the tool. Ifyou’re on a quest for the IT Tool Grail, you won’t want tomiss this session!

The New Tools For ITIL V3



ITIL V3 references new support tool functionalityrequired to underpin the new Service Lifecycleapproach. Some of these tool capabilities are not new;however, they highlight additional areas of integrationbetween the Service Management modules required toeffectively support the processes of enterprise ITManagement.

Join Bill for this in-depth overview of the newfunctionality, its usage within the Service Lifecycleprocesses and how everything needs to integrate intoboth the IT Service Management and Enterprise ServicePlanning toolsets. You’ll also learn about some of thenew process support capabilities.

Implementing An Enterprise CMDB: Where To Start& How To Ensure Success

Cheryl Simpson, IT Service Management Consultant, Greenfield Technologies Inc.

Code: General



Many organizations managing ITIL implementationprojects know that a CMDB (ConfigurationManagement Database) is a critical enabler for all theother ITSM processes. The challenge is determiningwhere to start and how to make the project successful.This session expands on the successful industry book,A Step-By-Step Guide to Building a CMDB, by providinga real-world case study. Attend this session to hearabout a successful approach for how to position afederated Enterprise CMDB within your organization.Understand where Enterprise processes – such asprocurement – can leverage your implementation, thesteps you can leverage to support your journey andhow to build executive buy-in and support. Templates,models and example decompositions of EnterpriseInfrastructure services such as desktop and email willbe shared with attendees.

Ask The Technology Experts Q&A Panel

Discussion Moderated by Char LaBounty, President, LaBounty & Associates

Code: General

Bring your questions about how to align tools withpeople and processes. Char will gather a group of ITSMtool experts, including experienced IT Practitioners,vendors, and industry gurus, to help you address yourbiggest issues and challenges, and give you insightinto the latest industry trends.

Enterprise Architecture & Its Importance To Your Organization



Enterprise Architecture (EA) is a conceptual tool thatassists an organization with understanding its structureand the way it functions. EA includes four perspectives:business, application, information, and technology. TheBusiness perspective describes how a business works -or its processes. The application perspective definesthe enterprise's application portfolio and is centeredaround the automated services and interactions ofapplications. The information perspective describes thecomponents an organization needs to run its businessprocesses and operations. The technology perspectivelays out the hardware and software required to supportthe organization. In this compelling presentation, Jackreviews these key perspectives using a model definedby Dr. J. Ross, a Principal Research Scientist atMassachusetts Institute of Technology’s Center forInformation Systems Research. Jack also reviewsmethods of applying EA to support ITSM service design efforts.

Data Federation: Fact Or Fiction?



Consider the fact that managing effective IT servicesand ITIL processes requires access to integrated datasources that – for most organizations – are isolated byfunction or technology silos. A key concept presentedin the new Service Transition book is what ITIL refers toas a Configuration Management System (CMS). TheCMS paints a picture of federated sources of data beingprocessed and used at a presentation layer to supportthe IT service lifecycle model. To accomplish this vision,unique and standalone data sources have to be eitherconsolidated or integrated through what is called ‘datafederation’.

The emerging capability of federating data sources isthe biggest boon and the largest potential pitfall arisingfor the discipline and process ITIL calls Service Assetand Configuration Management!

On the surface, this may appear to be a completelycontradictory statement. However, as is the case withall good intentions, it comes down to the application.First and foremost, database federation is an absolutemust for a successful Configuration ManagementDatabase (CMDB) implementation. However, thechallenge you face is that depending on whom you ask,there are three different uses or applications of theterm each with their own particular challenge.

Track 13

KEEP TALKING – LEARNING FROM

THE EXPERTS

Bring your most pressing questions and problems tothese networking and focus group sessions. You’ll havenumerous opportunities to share issues and ideas withother practitioners – and to learn from industry expertsand seasoned consultants. Unlike other conferencebreakout sessions, which are delivered aspresentations, these focus groups have a roundtablediscussion format. These types of sessions are ideal forthose looking to meet others in the same industry orsituation and to ask questions in a more intimatesetting.

• ITIL In Utilities• ITIL In Education• How To Start Implementing ITIL• How To Be An Effective Change Manager• How To Be An Effective Project Manager• How To Develop A Service Catalog• How to Develop SLA's and OLA's• How to Develop A CMDB• Plus, take advantage of the focus groups found

at Pre-Conference Primer Workshops and Breakfast Clubs


Maximize Your

Conference Learning

Experience!

If you're not sure which sessions to attend, visitwww.pinkelephant.com. You'll find a selection ofsample itineraries customized to your specificmanagement role or level of ITSM knowledge.

Choose sample conference itineraries for:

• CIOs/Senior IT Managers

• Beginner Level ITSM Knowledge

• Advanced Level ITSM Knowledge

• Program/Project Managers

• Service Desk Management

These sample itineraries are designed to helpyou select the sessions, topics and speakers thatwill provide the most value.

Revolutionize Your

IT Operation!

Pink Elephant's highly successful approach toeducation, consulting and PinkATLAS includesthe application of IT Infrastructure Library (ITIL)- the best practice framework for IT ServiceManagement.

The OGC (Office of Government Commerce) inthe UK developed ITIL in the mid 1980s. Putsimply, ITIL is a series of 5 books: ITIL ServiceStrategy, ITIL Service Design, ITIL ServiceTransition, ITIL Service Operation and ITILContinual Service Improvement that outline acomprehensive set of best practices for ITService Management.

Participate in Pink Elephant’s education andconsulting programs and learn how to turn IT into a true, value added business partner.

You’ll learn a proven approach for:

• Reducing IT costs and improving quality of services

• Improving alignment and integrationbetween IT and other business processes

• Eliminating “silos” by integrating key IT processes

• Integrated, centralized processes

• Strengthening lines of communication

• Instilling a service and business culture

• Improving bottom line results

• Integrating with ISO 9000, 20000 and COBIT

The guidance provided in the books is relevantto all organizations: public or private, large orsmall, centralized or distributed. Today, ITILrepresents more than just books. It hasgenerated an entire industry that includestraining, certification, consulting, software toolsand trade associations.

Certification

ITIL includes a certification program based on the content of the five books. For complete details on the qualificationscheme and certification path please visit:http://www.itil officialsite.com/Qualifications/QualificationScheme.asp

For a full list of the ITIL certification coursesoffered pre- and post-conference, please seepage 42.


ITIL

Service Strategy

Continual Service Improvement

Continual Ser

vice

Impr

ovem

ent

Continual Service Improvement

Service Design

Service Operation

Service Tr

ansi

tion

CONTINUAL SERVICE IMPROVEMENT

Continual Service Improvement is the final ITIL book. It embraces service quality in the context of continualimprovement, and also deals with the service retirement scenario. Concepts and issues covered by this bookinclude: Business and technology drivers; business and organizational improvements (including finance); methodsand tools; and other best practices.

SERVICE DESIGN

Service Design is the second volume in ITIL. This volume provides guidance on the development and maintenanceof information technology policies, documents, and architectures for the design of IT solutions and processes. Theprocesses and functions discussed include: Service Catalog Management; Service Level Management; SupplierManagement; Capacity Management; Availability Management; IT Service Continuity Management; and InformationSecurity Management.

SERVICE TRANSITION

Service Transition, the third volume in ITIL, describes long-term change and release management concepts andpractices as well as offers guidance on transition into a business environment. The processes and functionsdiscussed include: Transition Planning and Support; Change Management; Service Asset and ConfigurationManagement; Release and Deployment Management; Service Validation; Evaluation; and Knowledge Management.

SERVICE STRATEGY

Service Strategy is the first volume in ITIL. The book focuses on the alignment and integration of business andinformation technology. The processes and functions discussed include: Service Strategy; Service PortfolioManagement; Financial Management; and Demand Management.

SERVICE OPERATION

The fourth ITIL book, Service Operation, explains the activities required to enable day to day operational excellence.The processes and functions discussed include: Event Management; Incident Management; Request Fulfillment;Problem Management; and Access Management.

What Is ITIL?

ITIL Implementation Expertise


Balance Implementation Speed With Quality Using The Global Experience Of

The IT Service Management Experts!

Pink Elephant has an unprecedented track record for delivering ITIL best practice education, processdesign experience and implementation expertise to more than 100,000 IT professionals and more than80% of Fortune 100 companies worldwide.

We know ITIL! And, we've put all of our knowledge and expertise into ensuring PinkATLAS™ provides youwith the most comprehensive library of best practice documents, process templates, deployment guidesand project plans available in the industry.

With PinkATLAS, you can rapidly deploy your ITIL implementation projects.

• Numerous templates, project plans, charters, matrices, policy statements, and more

• Secure web-based environment

• Step-by-step guidance not captured in the ITIL books

• Flexible and customizable

• “Ask The Experts” portal

• Networking forum

• Your own “consultant-in-a-box”

Interested in learning more about how PinkATLAS can work for you?

Don't miss our pre-conference PinkATLAS Tutorial on Monday February 18th 1:00 pm - 5:00 pm.

Includes tutorials on:

• How To Implement Change Management

• How To Implement Configuration Management

• How To Implement Incident, Problem & ServiceLevel Management.

See page 16 for details! PinkATLAS Breakfast Clubs are also available.

Pre- & Post-Conference Courses


V2-V3 Foundations

Bridging Course

February 16February 17February 18 February 22Course Fee: $695

Pink Elephant’s one-day V2-V3 Foundations Bridging Course provides you with a very intense andfocused overview of the new and modified topics in ITIL V3. The course also prepares you for theexamination leading to the Foundation Certificate in IT Service Management. This certification is theprerequisite for the Intermediate and Advanced levels of ITIL certification.

Who Should Attend

The course is intended for those who currently own a pre-V3 Foundation Certificate in IT Service Management and who are well-versed in ITIL’s terminology and processes.

How To Use ITIL

V3 In IT Operations

February 16-17February 22-24Course Fee: $1,495

An Industry Exclusive!

‘Go deep’ into the new V3 process model and take an in-depth view of the new 24 processes and fourfunctions. The ITIL V3 Foundations Course provides a wide view of the five new books and servicelifecycle approach. However, If you want to go deeper, here’s your exclusive opportunity. We’vedeveloped the industry’s only course for practitioners who want to gain a thorough understanding ofthis process model.

Who Should Attend

Anyone working in IT Services requiring more information about the ITIL best practice framework.

ITIL V3 Foundations


A new version of ITIL was released in June 2007. ITIL V3 Foundations provides you with a generaloverview of the new IT Service Management Lifecycle and its supporting processes, functions androles. The course also enables you to understand how an integrated IT Service Managementframework can be adopted and adapted within your own organization.

Who Should Attend

Anyone seeking to understand the best practices outlined in the five new ITIL books.

ITIL IT Service

Management Essentials


The Original Foundations Certification Course! ITIL IT Service Management Essentials will cementyour understanding of how ITIL processes can improve IT operations. The course also prepares youfor the examination leading to the Foundation Certificate In IT Service Management, theprerequisite for the Practitioner and Service Manager levels of ITIL certification.

Who Should Attend

Suitable for anyone working in IT services requiring more information about the ITIL best practiceframework.

Pink Elephant Is The World Leader In ITIL Education

We have an unprecedented track record for delivering ITIL best practice education.

If you want to make the most of your conference experience, register for one of Pink Elephant’s exceptional pre- and post-conferencecourses. For complete course descriptions visit www.pinkelephant.com.

NEWCOURSE!

NEWCOURSE!

NEWCOURSE!



COBIT Foundations


COBIT Foundations, an instructor-led and classroom-based course, will cement your understandingof how COBIT can improve IT operations and support IT governance issues. It will also ensure youunderstand the levels of security and control necessary to protect your company’s assets throughthe development of an IT governance model.

Who Should Attend

Business Process Owners, Business Process Consultants, Senior IT Managers, IT Consultants, and ITSupport Professionals.

How To Create A CMDB

According To ITIL

Best Practices


Configuration Management is one of the most necessary but difficult processes to implement if youwant to achieve a high level of maturity in IT Service Management. And, the ConfigurationManagement Database (CMDB) provides a critical resource for almost all other ITSM disciplines. Ifimplemented and managed correctly, the CMDB will provide valuable information about whereassets are and how they impact the delivery and quality of IT services. However, there are manyobstacles to negotiate and pitfalls to avoid, so good guidance is essential before you attempt thismost important project.

Who Should Attend

Configuration Managers, Change Managers, Systems Analysts, Business Analysts, IT ProcessDesigners, Data Architects, IT Consultants, and IT Project Managers.

How To Define &

Implement Processes

According To ITIL

Best Practices


This course will teach you how to re-engineer and improve IT business processes to increaseefficiency and reduce costs in your IT department. You’ll receive numerous sample documentscovering topics such as process implementation strategy, role definitions and process models.These documents – plus the valuable exercises conducted throughout the course – will put you onthe path to successfully implementing the ITIL best practice framework.

Who Should Attend

Process Owners, Project Sponsors, Quality Audit and Assurance Staff, Managers, and Directors orConsultants involved in IT Service Management.

How To Create A Service

Catalog According To

ITIL Best Practices


A good IT services organization should begin with a clear understanding of how any given ITcomponent enables or disables a business process. Until this is understood, IT does not havealignment to business goals. This understanding of risk and dependency identifies how technologyis assembled into services and utilized by the business. The definition and presentation of theseservices should be presented in a structured portfolio within the enterprise IT Service Catalog.

Who Should Attend

Service Level Managers, Account Managers, Client Relationship Managers, Systems Analysts,Business Analysts, IT Process Designers, IT Consultants, and IT Project Managers.



ITIL Practitioner:

Configuration, Change

& Release Management

February 13-17Course Fee: $3,295

This course will teach you how to apply ITIL best practices when releasing changes in your ITinfrastructure, while minimizing adverse effects. And because ITIL focuses on integrating keyprocesses – as well as enabling a stable IT environment – you will learn how to link togetherChange, Release and Configuration Management processes to achieve those two goals.

Who Should Attend

Process Managers, Process Coordinators for Configuration, Change and Release Management, ITManagers, Supervisors or Team Leaders, Network Managers, Website Managers, ApplicationDevelopers, System Managers, and Service Desk Staff.

Continual Service

Improvement


Attend the first ITIL V3 Service Lifecycle Modular Certification Course. As business demands anddependency on IT services continue to increase, it is important that IT organizations move from areactive to a proactive Continual Service Improvement (CSI) practice. To meet and achieve serviceagreements, IT providers must develop a culture of measurement that continually tests the value,quality, performance and compliance of the services within their portfolio.

Who Should Attend

IT Support Managers/Directors, ITIL Program/Project Managers/Directors, Process Owners, Business/Systems Analyst, Service Level Managers/Quality Managers, and IT Infrastructure Managers.

ITIL Practitioner:

Service Desk, Incident

& Problem Management


This course will teach you how to apply ITIL best practices to effectively support your ITinfrastructure, while minimizing the adverse effects of Incidents and Problems. And because ITILfocuses on integrating key processes – as well as enabling a stable IT environment – you will learnhow to link together Incident and Problem Management processes with the Service Desk function toachieve those two goals.

Who Should Attend

Process Managers, Process Coordinators for Incident Management, Problem Management and theService Desk function, IT Managers, Supervisors or Team Leaders, Network Managers, WebsiteManagers, Application Developers, System Managers, and Service Desk Staff.

ITIL Practitioner:

Service Level

Management &

Financial Management


This course will teach you how to apply ITIL best practices when defining services, and managingservice levels and relationships with both internal and external providers. Learn how to effectivelybudget, cost and charge for IT services. And because ITIL focuses on integrating key processes – aswell as enabling a stable IT environment – you will learn how to link together Service LevelManagement and IT Financial Management for IT services processes to achieve those two goals.

Who Should Attend

Process Managers, Process Coordinators for Service Level Management and IT FinancialManagement for IT Services, IT Managers, Supervisors or Team Leaders, Network Managers,Website Managers, Application Developers, System Managers, and Service Desk Staff.

NEWCOURSE!

V2-V3 Service

Manager Bridging

Course


Pink Elephant’s five-day V2-V3 Service Manager Bridging Course provides you with a very intenseand focused exploration of the new and modified topics in ITIL V3 from a strategic perspective.

Who Should Attend

V2-V3 Service Manager Bridging Course is suitable only for anyone who already holds theManagers Certificate in IT Service Management at an earlier ITIL version, and who wishes to obtainthe ITIL Diploma in IT Service Management, thereby demonstrating knowledge of ITIL V3. It isrecommended that participants possess a strong comfort level with ITIL’s processes, activities,goals, benefits and challenges prior to attending.



ITIL Practitioner:

Availability, Capacity &

IT Service Continuity

Management


The availability and reliability of applications, systems and technology directly impacts internal and external customer service - as well as the overall reputation of the business. As a result,there are numerous cost and quality benefits to having well structured processes in place forAvailability, Capacity and IT Service Continuity Management. Do you want to develop an effectiverisk management program in your organization? Then attend this indispensable five-day course!You’ll walk away with a thorough understanding of how to arm your organization againstunnecessary risks.

Who Should Attend

Process Managers, Process Coordinators, IT Managers, Supervisors or Team Leaders, and BusinessAnalysts.

Developing A Vision

& Strategy For IT

Service Management


The Implementation

Road Map For IT

Service Management


An Industry Exclusive! Must-Have Learning For Senior IT Managers Looking To Develop Service-Based Business Models & Strategies

In today’s workplace, IT is now a driver of business. As a senior manager, do you know how todevelop an appropriate vision and strategy that effectively positions IT as an effective driver? Asuccessful approach will support the overall goals of your organization and ensure you integrate ITwith corporate business objectives. Overall, you’ll gain the advanced thinking you need to develop aleading-edge IT strategy that not only defines the value-creating principles of service managementbut also helps shape decisions, policies and process across the entire organization!

Who Should Attend

CIOs, VPs and Senior IT Directors, Denior ITSM Program Sponsors, Senior IT Process Designers,Business Analysts and System Analysts, Senior IT Consultants and Project Managers.

An Industry Exclusive! Don't Miss This Invaluable Opportunity To Learn From The ITSM Experts!

The Implementation Road Map For IT Service Management is the only course in the industry thathelps you understand all the critical success factors required to build and execute implementationplans for an improved IT Service Management operation. The program features updated content,so you can be sure you’re receiving the latest industry information.

Who Should Attend

IT Support Managers/Directors, ITIL Program/Project Managers/Directors, Process Owners, Business/Systems Analyst, Service Level Managers/Quality Managers, and IT Infrastructure Managers.

NEWCOURSE!

NEWCOURSE!



BRING US IN-HOUSE

SAVE TIME & MONEY!

Our ITIL experts make house calls!

Bring the industry’smost knowledgeabletrainers to yourlocation. They canpresent all of ourcourses – includingboth V2 andV3offerings – in thecomfort and convenience of your organization.

There are many benefits to bringing us to your location,including:• Cost and time savings • An excellent team-building exercise • A well-planned, company-specific approach to

consistent knowledge-building and transfer

Call 1-888-273-PINK for more information.

STAY CONNECTED!

Pink Elephant distributes amonthly E-newsletter and on-going E-Bulletins. Select one or both.

1. PinkLink : Stay up-to-datewith this monthly E-newsletter. Expandyourknowledge with useful educational articles about ITService Management best practices and tips forimplementing ITIL. Receive the most current informationabout dates and locations for all our special events and courses.

2. E-Bulletin : Be the first to know! Stay connected to what's new at Pink Elephant. Sign up for our E-Bulletin and receive immediate notification aboutpreview announcements,special offers, early birddeadlines, new event dates, and updates to our course schedule.

To sign up, visit our website or call 1-888-273-PINK.

PRE-CONFERENCE COURSES (All fees in US funds)

Foundation Level

ITIL IT Service Management Essentials Feb 16 - 17 $1,395V2-V3 Foundations Bridging Course Feb 16 $695V2-V3 Foundations Bridging Course Feb 17 $695V2-V3 Foundations Bridging Course Feb 18 $695ITIL V3 Foundations Feb 15 - 17 $1,995COBIT® Foundations Feb 15 - 17 $1,695How To Use ITIL V3 In IT Operations Feb 16 - 17 $1,495Practitioner Level

How To Create A CMDB According To ITIL Best Practices Feb 16 - 17 $1,695How To Create A Service Catalog According To ITIL Best Practices Feb 16 - 17 $1,695How To Define & Implement Processes According To ITIL Best Practices Feb 15 - 17 $1,695Continual Service Improvement Feb 14 - 17 $2,750ITIL Practitioner: Availability, Capacity & IT Service Continuity Management Feb 13 - 17 $3,295ITIL Practitioner: Configuration, Change & Release Management Feb 13 - 17 $3,295ITIL Practitioner: Service Desk, Incident & Problem Management Feb 13 - 17 $3,295ITIL Practitioner: Service Level Management & Financial Management Feb 13 - 17 $3,295Management Level

V2-V3 Service Manager Bridging Course Feb 13 - 17 $3,295Developing A Vision & Strategy For IT Service Management Feb 16 - 17 $2,095The Implementation Road Map For IT Service Management Feb 15 - 17 $2,295

POST-CONFERENCE COURSESFoundation Level

ITIL IT Service Management Essentials Feb 22 - 23 $1,395V2-V3 Foundations Bridging Course Feb 22 $695ITIL V3 Foundations Feb 22 - 24 $1,995COBIT Foundations Feb 22 - 24 $1,695How To Use ITIL V3 In IT Operations Feb 22 - 23 $1,495Practitioner Level

How To Create A CMDB According To ITIL Best Practices Feb 22 - 23 $1,695How To Create A Service Catalog According To ITIL Best Practices Feb 22 - 23 $1,695How To Define & Implement Processes According To ITIL Best Practices Feb 22 - 24 $1,695Management Level

Developing A Vision & Strategy For IT Service Management Feb 22 - 23 $2,095

For a complete list of Pre- & Post-Conference courses and course descriptions,

visit www.pinkelephant.com

Information & Registration

Conference Location

Pink Elephant’s 2008 conference will be held at thebeautiful Bellagio Hotel in Las Vegas – one of theworld’s highest-rated hotels. A block of rooms isreserved for attendees at a special rate of US $250per night Sunday - Thursday and US $299 per nightFriday and Saturday. To obtain this special rate,attendees must book before January 7, 2008 andmake reference to Pink Elephant. Book early.Rooms are limited. Contact the hotel directly at 1-888-987-6667 and ask for the Hotel ReservationDepartment, making reference to Pink Elephant.Room rate is subject to availability.

Regular Conference Fee

The regular fee is $1,995. All fees are in US funds.Payment must be received with registration.

Discounts and/or specials cannot be combined.

Combination Discounts

Register and pay for the conference and a pre- or post-conference course and save 10% off thepre- or post-conference workshop fee.

Team Discounts

Benefit from the power of teamwork! Register andpay for multiple conference registrations from thesame organization, the first two registrations are atfull fee and every additional conference registrationis 10% off.

Substitutions & Cancellations

You can substitute an attendee at any time. Allsubstitutions must be submitted in writing [email protected].

Pink Elephant must receive a cancellation in writing([email protected]) no later than 15business days prior to the event start date. You willreceive a refund minus an administration fee of$250. Refunds for this event are not available after15 days prior to the event start date. Participantswho cancel after this date will receive credit towardsanother Pink Elephant event or workshop, less anadministration fee of $250. Note that all coursecredits are valid for six months from cancellationdate.

No Shows

No credit is provided and no refunds are madeunless notification is received in writing andacknowledged by Pink Elephant in advance of thestart date.

Questions?

Please call us at 1-888-273-PINK from 8:30 a.m. to7:30 p.m. Eastern Standard Time, Monday throughFriday. Or, e-mail us at [email protected].

To Register

Choose one of the following options:

• Phone: 1-888-273-PINK

• E-mail: [email protected]

• Online: www.pinkelephant.com


Pink Goes Green!

When you attend our conference this year, you

won’t receive a huge, bulky manual filled with

session presentations. We won’t have any on-

site printing facilities either. We’ve made this

decision as part of our continuing effort to

conserve resources.

We will make all presentations available through

a password protected website from February 1-

March 1, 2008. So, if you would like to follow

along during a session, please make sure you

download and print the presentation prior to

attending.

ITIL Awards

Send in your nominations!There are many ITIL success stories out there, and we want to hear them.

Pink Elephant is now accepting nominations for ITIL Project Of The Year, ITIL Practitioner Of The Yearand Innovation Of The Year. These awards are presented annually at our conference to recognizeindividual and corporate commitment to ITIL and IT Service Management best practices.

• ITIL Project Of The YearRecognizes an organization that has demonstrated significant commitment to ITIL best practices withinvolvement of certified staff.

• ITIL Practitioner Of The YearRecognizes an individual who has showncommitment to ITIL best practices, continuousimprovement and quality principles.

• Innovation Of The YearThis new award is presented in recognition of aproduct or service developed by the vendorcommunity that has made the greatest contributionto IT Service Management in the last calendar year.

Submissions are due by December 14, 2007 and must be sent to George Spalding at [email protected]. Visit www.pinkelephant.com for more details about qualifications, and submission criteria.

Congratulations to our 2006 award winners Joe Lithgofrom State of North Carolina and Cathy Kirch from Allstate.

Attention mailroom: If undeliverable, please route to the IT Support Director

Don’t miss this opportunity

to attend the industry’s largest, most

respected ITSM conference at one of

the world’s most exciting locations!

1600 Golf RoadSuite 1200Rolling Meadows, IL60008

"I can't imagine a conference better than this one".

Keith Young, Release Manager IIErie Insurance Group

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the largest, most respected it service management ... full brochure.pdf · who should attend...

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