11th annual international itservice management conference ... itsm07.pdf · the largest, most...

CONTINUING THE ITIL JOURNEY: ALL YOU NEED IS L.O.V.E.

11th Annual International

IT Service Management Conference & ExhibitionCONTINUING THE ITIL JOURNEY: ALL YOU NEED IS L.O.V.E.The Venetian • Las Vegas February 18-21, 2007

13 Dynamic Tracks With More Than 130 Sessions!

ChristopherGardnerAn inspirational rags-to-riches story!

Chris BlissA fresh and humorousperspective on the ITindustry.

Paul SaltzmanEmmy Award-winningproducer and director.

Dr. Lew TemaresOne of ComputerWorld’s Top 50 Best Places To Work In IT.

The Largest, Most Respected ITService ManagementConference In TheWorld!

Eileen CollinsLeadership secrets from a NASA astronaut.

Ron FoxcroftOut-of-the-box thinking from a successful CEO.

Susan Cramm Expert advice from a CIO executive coach.

DarrenMeisterGuidance from a topbusiness school professor.

Pre-Conference WorkshopsFeb. 12-16

Conference DatesFeb. 18-21

Post-Conference WorkshopsFeb. 22-23

®

Energize Your Experience With These Keynote & Featured Speakers

The Largest, Most Respected IT Service Management Conference In The World!Register now for our 2007 conference, themed Continuing The ITIL® Journey: All You Need Is L.O.V.E., and learn how Leadership, Optimization, Validation and Excitement – or L.O.V.E. – can make a difference in your organization.

Don’t Miss This Extraordinary Education Experience!

• More dynamic tracks covering the entire ITSM spectrum!

• More than 130+ content-rich sessions!

• More sessions for those in advanced stages of implementation!

• More business and industry experts representing a wide range of subjects!

• More case studies showcasing proven ITSM blueprints and techniques!

Join The ITIL Revolution!

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

Turn to pages 32 and 33 to learn more!

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Who Should AttendWhether you’re new to IT Service Managementand ITIL – or are well advanced – there’ssomething for everyone 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 why and howto implement best practices according to ITIL or ITSM

• And, anyone who is interested in buildingand managing a business focused ITorganization

11TH ANNUAL INTERNATIONAL IT SERVICE MANAGEMENT CONFERENCE & EXHIBITION

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3CONTINUING THE ITIL JOURNEY: ALL YOU NEED IS L.O.V.E. www.pinkelephant.com Register Today! 1-888-27 3-PINK

Pink Elephant has an unprecedented track record for raising the bar when it comes to IT Service Managementevents. Before you see it somewhere else, you’ll experience it at Pink first.

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 Sunday Primers, Breakfast Clubs andnetworking 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.

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

A comprehensive program of pre- and post-conference workshops. This year, choose from more than 10different ITSM or ITIL certification courses.

High-impact case studies that provide you with blueprints for your implementation. Learn from leadingorganizations such as Motorola, Liberty Mutual, Allstate, Mayo Clinic, Merck, Cargill ... and more!

Learn from The ITIL Experts! No matter your stage of implementation, Pink’s highly experienced consultantswill provide the guidance you need.

Re-energize your team! Attending our conference is a great team-building experience. Bring your projectmanagers, process owners and executive sponsors and benefit from our team discounts. See page 39.

‘One-stop shopping’! Tools and technology, IT governance, sessions dedicated to beginner through advancedlevels, business perspectives, ITILv3, industry experts and more! We’ll meet all your ITSM needs under one roof.

Our customers – your peers – tell us our conferences are the best in the industry!

11 Reasons To Attend!

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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. Noother conference you attend this year will offer you the same depth and scope of IT Service Management and business best practices.

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13 Dynamic Tracks – More Than 130 Sessions!

TRACK 1: WE CAN WORK IT OUT: ALL

ROADS LEAD TO THE ITIL SERVICE DESK

This track features numerous case studies andindustry experts who’ll present best practices forhow to successfully implement an ITIL Service Deskand the five support processes – Incident, Problem,Change, Configuration and Release Management.

TRACK 2: PLEASE, PLEASE ME: MANAGING

IT THROUGH SERVICE LEVEL MANAGEMENT

Implementing ITIL’s five delivery processes – ITService Continuity, Availability, Capacity, Financialand Service Level Management (SLM) – presentsunique challenges and requires a slightly differentfocus and approach compared with the five supportprocesses. At the centre of it all is SLM, including theincreasingly important role of the Service Catalog.

TRACK 3: MAGICAL MYSTERY TOUR:ENABLING IT GOVERNANCE THROUGH ITSERVICE MANAGEMENT

Compliance in the world of IT is not a fad – it’s thenew reality! Learn how to leverage IT governance toachieve business and IT integration and Sarbanes-Oxley (SOX) compliance, as well as how to achieve ITprocess improvement by adopting best practiceframeworks such as COBIT and ITIL.

TRACK 4: HELP! ITIL IN SMALL- & MEDIUM-SIZED ENTERPRISES

Is ITIL one size fits all? No! There are many sizes – S,M, L, XL, and even XXL! This track features casestudies and expert consultants who’ll discuss theunique challenges of implementing ITIL in small- tomedium-sized organizations. The track also focuseson the challenges associated with time, resourceand funding restrictions, as well as customization ofbest practices. ITIL light anyone?

TRACK 5: WITH A LITTLE HELP FROM MY

FRIENDS: INDUSTRY LEADERS SPEAK OUT

ON ITSMParticipate in a very unique learning experience.These sessions, presented by a wide range ofleading IT and business professionals, cover avariety of diverse business subjects and today’smost pressing ITSM issues.

TRACK 6: GETTING BETTER: ITIL NEXT

GENERATION AUTHORS IN THEIR OWN WORDS

When first introduced, ITIL consisted of more than40 books. The books were rewritten several yearsago – giving the Library a total of nine books. Now,ITIL is once again undergoing a major refresh! Thenew ITIL Version 3 is scheduled for release in 2007.With Pink’s own George Spalding and Gary Case,two of the 10 authors updating the books, take alook at the new content and learn about the changesand enhancements.

TRACK 7: HERE, THERE & EVERYWHERE:ITSM IN GLOBAL ORGANIZATIONS

Implementing ITIL best practices in large nationaland global organizations is a major undertaking thatinvolves a huge commitment and investment. Thistrack features case studies with industry expertswho’ll identify best practices for how to overcomegeographical, cultural and hierarchical challenges.

TRACK 8: EIGHT DAYS A WEEK:IMPLEMENTING ITIL – THE FIRST YEAR

Where do we start to implement ITIL? This is aquestion often asked by IT organizations juststarting out. Is there a right answer? Find out withthe sessions in this informative track. Speakers willdiscuss how to determine the best place to start,how to identify all important quick wins and how tomanage through the ups and downs of the first yearof ITIL.

TRACK 9: A HARD DAY’S NIGHT:IMPLEMENTING ITIL – YEAR TWO & BEYOND

Many IT organizations in North America are wellbeyond the first couple of years of ITILimplementation. This is a unique opportunity to

learn from others who’ve been through the good, thebad and even the ugly! Once you get past the firstfew stages of your ITIL journey, there are addedcomplexities that need attention. Learn what liesahead and how to effectively plan and prepare fromthese seasoned professionals.

TRACK 10: YOU NEVER GIVE ME YOUR

MONEY: ROI & THE FINANCIAL REALITIES

OF ITSMWhat do you measure to track success? Thesessions in this track will profile progressive andforward thinking senior IT managers and industryexperts who’ll discuss how to strengthen IT businessalignment using meaningful metrics and continuousimprovement best practices.

TRACK 11: I WANT TO HOLD YOUR HAND:PINK UNIVERSITY – ITIL BOOT CAMP

Get down, dirty and into the trenches with PinkElephant’s leading consultants who are on hand toteach you the basics! Sessions in this track arespecially designed for those just starting their ITILjourney and seeking to take processes to a maturitylevel of ‘Control’.

TRACK 12: THE LONG & WINDING ROAD:PINK UNIVERSITY – ADVANCED ITIL CONCEPTS

Getting to ‘Control’ is not enough! To reach an‘Optimization’ level of process maturity, IT managersmust go beyond ITIL to learn about qualityframeworks, leadership best practices,organizational culture and structure, ISO, Six Sigma,CMMi, and more. This track provides all theinformation you need to reach the top!

TRACK 13: GOT TO GET YOU INTO MY LIFE:ITIL CLINICS

Bring your most pressing questions and problems toour ITIL clinics! Through focus groups, paneldiscussions, presentations and roundtablemeetings, there are numerous opportunities to learnfrom Pink Elephant’s highly knowledgeableconsultants, industry experts and experiencedpractitioners.


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CHRISTOPHER GARDNERTHE PURSUIT OF HAPPYNESS

Christopher Gardner will truly inspire you! Once homeless and destitute, he is now a self-made millionaire and owner of aninstitutional brokerage firm. His remarkable story of struggle against unimaginable obstacles, faith and entrepreneurship hasbeen featured on many television news programs, including the CBS Evening News with Dan Rather and ABC’s 20/20 as well asin numerous newspapers and magazines. His autobiography, The Pursuit of Happyness, will soon be a major motion picturestarring Will Smith.

CHRIS BLISSSMART COMEDY FOR THE INFORMATION AGE

A fresh and captivating new voice in the tradition of Will Rogers and Bill Maher, Chris Bliss delivers smart comedy with aninformation age twist. This insightful brand of hilarious humor has earned him worldwide recognition. He is also a TonightShow favorite. In fact, Jay Leno calls Chris ‘one of the brightest comedians around.’ The Washington Post raves, “If you’relooking to laugh, you can’t do much better than Chris Bliss.” Don’t miss this unique session that features a comedic look at ITand some amazing surprises!

EILEEN COLLINSLEADERSHIP LESSONS FROM APOLLO TO DISCOVERY

An empowering message about leadership from the first woman to pilot and command an American spacecraft! Join Eileen foran enlightening and thought-provoking session detailing her experiences as a test pilot, astronaut, and space flightcommander. She’ll profile not only the secrets to her success, but also use examples from her Air Force and NASA experienceto illustrate how to manage people and deal with mistakes. She’ll also focus on the importance of safety and creativity in theworkplace.

RON FOXCROFTMY SUCCESS HAS BEEN A SERIES OF FLUKES

Owner of a booming business offering warehousing, transport and fleet operations services, inventor of the pealess whistleand the NCAA’s only Canadian basketball referee, Ron Foxcroft is a major business force. How did he develop such diversecareers? How did he triumph over challenges to build not one, but two successful entrepreneurships? How did he managechange to ensure continual success? Ron answers all these questions as well as provides an in-depth account on howmastering a business strategy helped him to become one of North America’s brightest, most successful entrepreneurs.

DAVID RATCLIFFE & GEORGE SPALDINGALL YOU NEED IS L.O.V.E.Why do some organizations experience successful outcomes when implementing best practices according to ITIL, while others fail?In which category will you belong? Do you have all the right ingredients for success? Find out during this enlightening generalsession where Pink Elephant’s David Ratcliffe and George Spalding are joined by the organization’s expert consultants to review thecomponents of L.O.V.E. – Leadership, Optimization, Validation, and Excitement. You’ll receive valuable insight into why each isimportant to the overall success of your ITIL implementation initiatives. Included in the discussion are meaningful examples fromPink’s Consultant Case Books to illustrate real world applications. Don’t miss this opportunity to hear from some of the mostexperienced and knowledgeable ITIL experts in the world!

Keynote Speakers

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11TH ANNUAL INTERNATIONAL IT SERVICE MANAGEMENT CONFERENCE & EXHIBITION6

Exhibition Showcase

CA (NYSE: CA), one of the world's largest information technology (IT) management software companies,unifies and simplifies the management of enterprise-wide IT for greater business results. Our vision, tools andexpertise help customers manage risk, improve service, manage costs and align their IT investments with theirbusiness needs. www.ca.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 areparticipating in this year’s exhibition:

BMC Software delivers the BSM solutions IT needs to increase business value through better management oftechnology and IT processes. Founded in 1980, BMC has offices worldwide and fiscal 2006 revenues of morethan $1.49 billion. www.bmc.com

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

IBM’s ISM modular approach helps small- and medium-sized enterprises transition to a service managementmodel for more efficient and effective service delivery in a dynamically changing business environment.www.ibm.com

Mercury is the global leader in Business Technology Optimization (BTO). Our BTO offerings help customersgovern IT and optimize application quality, performance, and availability. www.mercury.com

Infra Corporation provides an enterprise service management solution based upon a single 100% web-basedapplication that unifies ITIL processes around a federated configuration management database. www.infra-corp.com

PLATINUM SPONSOR

GOLD SPONSOR

SILVER SPONSOR

MEDIA SPONSOR

GetInvolved!

To inquire about exhibiting,call Pattie Lanktree at 1-888-273-PINK,

ext. 237.


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Conference Workshops

Pre- & Post-Conference Workshops: (All fees in US funds)

PRE-CONFERENCE WORKSHOPS

ITIL IT Service Management Essentials Feb. 15-16 $1,395COBIT® Foundations Feb. 14-16 $1,695How To Define & Document Processes & Procedures According To ITIL Best Practices Feb. 14-16 $1,695Measuring, Reporting & Improving The ITInfrastructure According To ITIL Best Practices Feb. 14-16 $1,695ITIL Practitioner: Configuration, Change & Release Management Feb. 12-16 $3,295NEW! ITIL Practitioner: Service Level Management & Financial Management Feb. 12-16 $3,295ITIL Practitioner: Service Desk, Incident & Problem Management Feb. 12-16 $3,295NEW! How To Create A Service Catalog According To ITIL Best Practices Feb. 15-16 $1,695NEW! Beyond The Help Desk: How To Design, Build & Manage An ITIL Service Desk Feb. 15-16 $1,395NEW! Teambuilding – It's Vital To Your ITIL Feb. 15-16 $1,395NEW! How To Create A CMDB According To ITIL Best Practices Feb. 15-16 $1,695

NEW! The Strategic Road Map For IT Service Management Feb. 15-16 $2,095

POST-CONFERENCE WORKSHOPS

ITIL IT Service Management Essentials Feb. 22-23 $1,395NEW! How To Create A Service Catalog According To ITIL Best Practices Feb. 22-23 $1,695NEW! How To Create A CMDB According To ITILBest Practices Feb. 22-23 $1,695

For a complete list of Pre- & Post-Conference Workshops, visit www.pinkelephant.com.

Combination DiscountsRegister and pay for the conference and apre- or post-conference workshop andsave 10% off the workshop price.

Team DiscountsBenefit from the power of teamwork! Whenyou register multiple people from the sameorganization for the conference, the first tworegistrations are at full fee and everyadditional conference registration is 10% off.

“...Pink Elephant continually represents itself as the

foremost authority on ITIL. Having attended the 9th and

the 10th Annual events I feel that there is

no classier event ...”- Kelly Scott, University Of Oklahoma

Our conference includes many networkingopportunities, such as this reception, held at The Bellagio during our 2006 event.

Connect with the vendor community at theExhibition Showcase.

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Simulation: The Process Builder Workshop

Jack Probst,Executive Consultant, Pink Elephant

Code: General

Track 1 #S1A

The Dynamic Duo Of CustomerService: Incident & ProblemManagement

Terry Sherman, Senior Consultant, Pink Elephant

Code: Beginner

Track 1 #S1B

The Top 10 Business PracticesFor Developing An IT ServiceInfrastructure

Laurie Dolan, Managing Consultant, Pink Elephant

Code: Beginner

Track 2 #S2

The Future Of IT Governance

Harpreet Virdee,Managing Consultant, Pink Elephant

Code: Beyond Beginner

Track 3 #S3

ITSM: CIO Perspectives

Troy DuMoulin, Director, Product Strategy, Pink Elephant


Track 5 #S5

Key Considerations ForDeveloping A Global ITILImplementation Plan

Glen Notman, Managing Consultant, Pink Elephant


Track 7 #S7

Top 10 Quick Wins

Graham Price,Manager, Consulting Services, Pink Elephant

Code: General

Track 8 #S8

Tools: ITSM Won’t Last LongWithout Them!

Bill Irvine,Executive Consultant, Pink Elephant


Track 9 #S9

Top 10 Strategic Benefits Of ITIL

Anil Dissanayake,Executive Consultant, Pink Elephant

Code: General

Track 10 #S10

ITIL 101: An Introduction To TheIT Service Management ProcessModel

Jim Wright, Senior Consultant & Scott Priest, Consultant, Pink Elephant

Code: Beginner

Track 11 #S11

How To Take ITIL ProcessesBeyond A Maturity Level Of‘Control’

Gary Case, Executive Consultant &Brian Price,Senior Consultant, Pink Elephant


Track 12 #S12

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

1:00 p.m. - 5:00 p.m.: Sunday Workshop

5:00 p.m. - 8:00 p.m.:

Come Together Welcome Reception: Paul Saltzman – The Beatles In India

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

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Schedule-At-A-Glance


TRACK 1: We Can Work It Out: AllRoads Lead To The ITIL Service Desk

TRACK 2: Please, Please Me:Managing IT Through Service LevelManagement

TRACK 3: Magical Mystery Tour:Enabling IT Governance Through ITService Management

TRACK 4: Help! ITIL In Small- &Medium-Sized Enterprises

TRACK 5: With A Little Help From MyFriends: Industry Leaders Speak OutOn ITSM

TRACK 6: Getting Better: ITIL NextGeneration Authors In Their OwnWords

TRACK 7: Here, There & Everywhere:ITSM In Global Organizations

TRACK 8: Eight Days A Week:Implementing ITIL – The First Year

TRACK 9: A Hard Day’s Night:Implementing ITIL – Year Two &Beyond

TRACK 10: You Never Give Me YourMoney: ROI & The Financial RealitiesOf ITSM

TRACK 11: I Want To Hold Your Hand: Pink University – ITILBoot Camp

TRACK 12: The Long & Winding Road: Pink University – AdvancedITIL Concepts

TRACK 13: Got To Get You Into MyLife: ITIL Clinics

3:30 p.m. - 5:00 p.m.: Sunday Primer Sessions

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, each Conference session hasbeen coded. Use the following as your guide to choose the sessionthat best fits your individual situation.

The codes are offered as a guide only. Everyone attending isencouraged to participate in whatever session contains the subjectmatter and content with the most relevance.

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Re-Engineering The ITILService Desk

Scott Koon,Assistant Section Head,Midrange Engineering, Mayo Clinic

Code: Beginner

Track 1 #101

Service Level Management &The Importance Of ProcessIntegration

Char LaBounty, President,LaBounty & Associates, Inc., &Peggy Gerace-Roosa, DirectorOperations, Communication &Reporting, EarthLink, Inc. &Gina Sabella, AssociateDirector, Service Delivery,CompuCredit Corporation


Track 2 #102

IT Governance Unraveled: The Big Picture

Troy DuMoulin,Director, Product Strategy &Brian Price, Senior Consultant, Pink Elephant


Track 3 #103

IT Service ManagementScenarios For The Next Decade

Jean Ritala,President, itSMF USA

Code: General

Track 5 #105A

Leading Major IT Change

Darren Meister,Associate Professor OfInformation Systems, TheRichard Ivey School Of Business


Track 5 #105B

ITIL Refresh – The Future Of ITIL

Sharon Taylor,President, Aspect Group

Code: General

Track 6 #106

Where Do I Start? The ITILService Improvement Plan

Gary Case,Executive Consultant & Scott Priest, Consultant, Pink Elephant

Code: Beginner

Track 8 #108

Making Service Management AReality In A Multi-SourcedGlobal Environment

Chris Rogers, Director, ServiceManagement In BP Digital &Communications TechnologyGlobal Operations

Code: Beginner

Track 7 #107

An Object-Oriented Approach ToConfiguration & ChangeManagement

Neil Jon Harrington,Director, Data Center FacilitiesOperations, Office OfInformation Technology,Brigham Young University


Track 9 #109

Metrics: A View From The Top



Track 10 #110

Seven Tips For ImplementingChange Management


Code: Beginner

Track 11 #111A

What Every IT Leader Needs To Know About OrganizationalChange


Code: General

Track 11 #111B


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Schedule-At-A-Glance

ITIL 101: An Introduction To TheIT Service Management ProcessModel

Jim Wright,Senior Consultant & Scott Priest, Consultant, Pink Elephant

Code: Beginner

Breakfast Club #B11

The Real Value Of Education & Certification

Pierre Bernard, Manager, Education Services &Mark Hamilton, Education Consultant, Pink Elephant

Code: General

Breakfast Club #B12

What IT Managers Need ToKnow About Process Maturity



Breakfast Club #B13

Implementing ChangeManagement

Jack Probst, Executive Consultant, Pink Elephant

Code: Beginner

Breakfast Club #B14

The Difference Between Leading & Managing Change

Harpreet Virdee, Managing Consultant, Pink Elephant


Breakfast Club #B15


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

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

8:30 a.m.- 8:45 a.m.: Conference Chair’s Welcome

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

Opening Keynote: Christopher Gardner – In Pursuit Of Happyness

10:00 a.m.- 10:30 a.m.: Morning Break & Book Signing

11:15 a.m.- 7:00 p.m.: Exhibitor Showcase Open

10:30 a.m.- 11:45 a.m.:

Under The Hood: CouldAvailability, Capacity & ITService Continuity Actually BeRisk Management In Disguise?

Jack Probst,Executive Consultant,Pink Elephant


Track 12 #112

Focus Groups:

• ITIL In Healthcare #113

• Gaining Senior Management Buy-In #114

Track 13

11:45 a.m.- 11:55 a.m.: Break

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Has Your Service Desk BeenITILized? Ask Dr. Jim

Jim McKennan, Senior Consultant, Pink Elephant

Code: Beginner

Track 1 #201

COBIT 4.0: The EmergingFramework For IT Governance

Harpreet Virdee,Managing Consultant &Scott Priest,Consultant, Pink Elephant


Track 3 #203

The Future Of IT ServiceManagement Certification: The EXIN Vision

Joep van Nieuwstadt,CEO, EXIN International

Code: General

Track 5 #205

ITILv3 Overview: What’s New InThe New Version?

Gary Case,Executive Consultant, Pink Elephant

Code: General

Track 6 #206

Leadership Casebook: FindsFrom The Field



Track 7 #207

‘What We Have Here Is A FailureTo Communicate’: The EssentialCommunications Plan

Terry Sherman,Senior Consultant, Pink Elephant

Code: Beginner

Track 8 #208

Building A CMDB Using A Step-By-Step Approach

Malcolm Fry, IndependentStrategic Advisor To BMC &Maria Ritchie, Director & SeniorConsultant, AdvancIT ConsultingGroup


Track 9 #209

Maximizing ROI In The New ITSM Reality



Track 10 #210

Best Practices For ImplementingITIL Service Support Processes

Glen Notman, ManagingConsultant, Pink Elephant

Code: Beginner

Track 11 #211

11:55 a.m.- 1:00 p.m.:

The IT Service Desk: Bringing ItBack In When Everyone Else IsShipping It Out!

Stephen Wrenn, Vice President,I/S Quality & PerformanceExcellence &Sheila Kelley, Sr. Director, ITService Management, LibertyMutual Insurance Group

Code: Beginner

Track 1 #301

Implementing Service LevelManagement In Health Care –The HCA Journey

Richard Russell, Service Level Manager, HospitalCorporation Of America


Track 2 #302

Creating IT Process GovernanceUsing Best Practices AtMotorola

Lynnette Gleitz-Cull,Senior Director, Corporate IT, Motorola


Track 3 #303

ITIL In Stealth Mode

Randall Rusher, Director, Process Engineering &SOX IT Compliance, Infospace

Code: Beginner

Track 4 #304

Exciting Times In IT ServiceManagement

John Deland, Chair Of Branches, itSMF Canada

Code: General

Track 5 #305A

Building IT LeadershipCapabilities

Darren Meister, AssociateProfessor Of InformationSystems, The Richard IveySchool Of Business


Track 5 #305B

The Next Five Years In ITILCertification

Richard Pharro, ManagingDirector, APM Group

Code: General

Track 6 #306B

Building The Yellow Brick Road:A Journey Of Success &Challenge

Dave Howard, NationalBusiness Technology Manager,Toyota Financial Service

Code: Beginner

Track 7 #307A

The Stationery Office: So MuchMore To Know

Janine Eves, Publisher &Contract Manager & Mark Bush, Sales & MarketingDirector, The Stationery Office

Code: General

Track 6 #306A

Haven’t We Done This Before?The Configuration ManagementJourney At MetLife

Carlos Casanova, Director OfConfiguration Management &Richard McGinty, DirectorSoftware Systems Engineering,MetLife


Track 7 #307B

Avoiding Failure: A Step-By-StepGuide To Managing A SuccessfulImplementation


Code: Beginner

Track 8 #308

Successful Strategies ForImplementing ITSM

Joe Lithgo,Director, North Carolina Office OfInformation Technology ServicesOperational Excellence Program


Track 9 #309

IT Capabilities & FinancialPerformance: Services Are TheFoundation

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


Track 10 #310

Creativity & Team Building

Paul SaltzmanPresident, Sunrise Films

Code: General

Track 12 #312

Building The Ultimate ServiceOrganization

Troy DuMoulin,Director, Product Strategy & Brian Price, Senior Consultant,Pink Elephant


Track 12 #212

Got To Get You Into My Life: ITIL Clinics

Focus Groups:

• ITIL In Financial Services #313

• How To Develop SLAs & OLAs #314

• Technology Panel #315

Track 13

2:20 p.m. - 2:30 p.m.: Break

2:30 p.m. - 3:45 p.m.:


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Schedule-At-A-Glance3:45 p.m. - 4:15 p.m.: Break

4:15 p.m. - 4:30 p.m.: ITIL Awards

4:30 p.m. - 5:45 p.m.:

Afternoon Keynote: Chris Bliss – Smart Comedy For The Information Age

5:45 p.m. - 7:00 p.m.: Networking Reception & Exhibitor Showcase Open

Supporting Business SolutionsWith The Bell Aliant WirelessService Desk

Stephen Abbott, Senior Manager, WirelessNetwork Operations, Bell Aliant


Track 1 #401

So You’ve Built A Core ServicesCatalog – Now What?

Michele Morrison,Service Level Manager & Giselle Collins, Incident & Problem Manager, B.C.Institute Of Technology


Track 2 #402

Enabling IT Governance ThroughService Level Management –Part I: What SeniorManagement Needs To Know

Char LaBounty, President,LaBounty & Associates


Track 3 #403

The Single Solution Approach:Making ITSM ApplicationImplementation Work!

Darrell Odell, Director, Corporate IT, S1 Corporation

Code: Beginner

Track 4 #404

What Makes CIOs (& Their ITUnits) Effective: The CxO View

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


Track 5 #405

Strategic Service Management:How The Refreshed ITIL WillContinue To Guide ServiceDirection

Majid Iqbal, Senior Project Scientist,Carnegie Mellon University


Track 6 #406

Developing ITIL & CMMIProcesses Using Six Sigma

Lynnette Gleitz-Cull, Sr. Director, IT Process & Quality


Track 7 #407A

The CIO’s Guide To DemandManagement

Susan Cramm, President, Valuedance


Track 7 #407B

The Genius Is In The Genesis:Creating The Team For ITILSuccess

Kirk Weisler,Chief Morale Officer, Team Dynamics

Code: General

Track 8 #408

Focus Groups:

• ITIL In Government #413

• The Role Of The Risk Manager #414

Track 13

Configuration Management:Slow & Steady Wins The Race

Diane Allen,PMP, Senior IT Analyst & Bill Iffland, EnterpriseConfiguration Manager,Progress Energy


Track 9 #409

Bringing Outsourced ServicesBack In-House: Can You Do ItBetter & Cheaper?

Robert Barnes, Senior Vice President, JP Morgan Chase


Track 10 #410

Root Cause Or Root Canal? ITIL Problem Management Takes Away The Pain

Jim McKennan,Senior Consultant, Pink Elephant

Code: Beginner

Track 11 #411

The Key To Transitioning FromProject To Production



Track 12 #412

Books & Breakfast

Kirk Weisler, Chief Morale Officer, Team Dynamics

Code: General

Breakfast Club #B21

Attaining IT ServiceManagement Excellence:Embracing Technology &Implementing A Sound Strategy

Michele Hudnall, Director, Service Management,Managed Objects


Breakfast Club #B22

How To Assess Readiness For Change


Code: General

Breakfast Club #B23

Implementing ConfigurationManagement


Code: Beginner

Breakfast Club #B24

Guide To Implementing A Fully Integrated FinancialManagement Process

Troy DuMoulin,Director, Product Strategy, Pink Elephant


Breakfast Club #B25




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

Morning Keynote: Eileen Collins – Leadership Lessons From Apollo To Discovery

10:00 a.m.- 10:30 a.m.: Morning Break

11:15 a.m. - 4:15 p.m.: Exhibitor Showcase Open

10:30 a.m.- 11:45 a.m.:

The Heart Of The Matter! ITILConfiguration ManagementPumps Life Into Every Process

Glen Notman,Managing Consultant &Jennifer Wels, Senior Consultant, Pink Elephant

Code: Beginner

Teaming With Love: The SmallerThe Business, The Bigger TheNeed

Kirk Weisler, Chief MoraleOfficer, Team Dynamics

Code: General

Track 4 #604

Hello! Compliance Central, How May I Help You? The RoleOf The Service Desk In The 21st Century

Rich Petti,Executive Consultant, Pink Elephant

Code: Beginner

Track 1 #501

To OLA Or Not To OLA: Is ThatThe Question?

Laurie Dolan,Managing Consultant, Pink Elephant


Track 2 #502

Service Design Authors

Vernon Lloyd, InternationalClient Director, FoxIT & Colin Rudd,Managing Director, IT Enterprise ManagementServices Ltd.


Track 6 #506

Global Practitioner Panel

Moderator: Char LaBounty, President, LaBounty & Associates


Track 7 #507

The ITIL Matrix: Roles &Responsibilities For SuccessfulImplementation

Graham Price, Manager, Consulting Services,Pink Elephant

Code: Beginner

Track 8 #508

Drank The CMDB Kool-Aid ButStill Feeling Parched?

Rod Ward, Director ofProduction Support, SmartSystems For Health AgencyOntario & Maria Ritchie, Director & SeniorConsultant, AdvancIT ConsultingGroup


Track 9 #509

ValIT: The New Gold StandardFor Demonstrating The Value OfIT Investments

Robert Stroud, COBIT Steering Committee, IT Governance Institute


Track 10 #510

What It Really Takes ToImplement ProblemManagement To A ‘Control’Level

Scott Priest, Consultant &Gary Case,Executive Consultant, Pink Elephant

Code: Beginner

Track 11 #511

ESP For IT? Enterprise ServicePlanning Makes IT Happen



Track 12 #512

Successful Process OptimizationUsing Six Sigma & Agile AtCapital One

Brian Dismore, Configuration Manager & Peter Somerville,Release Manager, Capital OneFinancial Services, Inc.


Track 7 #607A

Good CIOs, Bad Choices

Susan Cramm,President, Valuedance


Track 7 #607B

Managing Up & Getting SupportFor Your Initiatives

Scott Koon, Assistant Section Head,Midrange Engineering, Mayo Clinic

Code: Beginner

Track 8 #608

ITIL Best Practices Meet Service-Oriented Architecture (SOA)



Track 12 #612

Focus Groups:

• ITIL In Insurance #613

• Role Of The Change Manager #614

• Technology Panel #615

Track 13

Integrating ITIL With TheSoftware Development Process

Dhiraj Gupta,IT Manager, ProgressiveInsurance


Track 9 #609

There & Back Again: A JourneyOf Benchmarking In TheFinancial Services Industry

Catherine McGregor,Department Manager Of ProcessSupport Services, BMO FinancialGroup & Stacy Prescott, ProcessStrategy Manager, Capitol One


Track 10 #610

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Schedule-At-A-Glance11:45 a.m.- 11:55 a.m.: Break

11:55 a.m.- 1:00 p.m.:

2:20 p.m. - 2:30 p.m.: Break

2:30 p.m. - 3:45 p.m.:

Can I Catch ITIL From Software,Or Do I Need A ProcessVaccination First?

Malcolm Fry,Independent Strategic Advisor To BMC

Code: General

Track 1 #601

Managing IT Through A ServiceCatalog: The Central IntakeInitiative At Rohm & Haas

Bob Hilsdon, IT Customer Service Director,Rohm & Haas


Track 2 #602

Enabling IT Governance ThroughService Level Management –Part II: How You Really Do It!

Troy DuMoulin, Director,Product Strategy & Scott Priest, Consultant, Pink Elephant


Track 3 #603

Strategies For Recruitment &Retention: How To Be A Top FiveEmployer In The IT Industry

Dr. Lew Temares,CIO, University of Miami

Code: General

Track 5 #605

Track 11 #611

Service Transition Authors

Shirley Lacy, Director,ConnectSphere &Ivor Macfarlane, FISM,Guillemot Rock

Code: Beginner

Track 6 #606

The Service Desk Audit:Blueprint For ITIL Success

Julie Mohr, Director Of ProfessionalServices, IHS Support Solutions

Code: Beginner

Track 1 #701

Defining IT Success Through TheService Catalog

Troy DuMoulin,Director, Product Strategy, Pink Elephant &Rodrigo Flores,Co-Founder, newScale


Track 2 #702

How Does ISO 20000 AffectYour ITIL-Based Organization

Harpreet Virdee, Managing Consultant & Scott Priest, Consultant, Pink Elephant


Track 3 #703

How To Effectively ImplementITIL In A Small Organization

Sharon Taylor, President, Aspect Group & Ivor Macfarlane, Director, Guillemot Rock

Code: Beginner

Track 4 #704

The Global Impact Of IT ServiceManagement

Brian Jennings, Chairman,itSMF International

Code: General

Track 5 #705

Service Operations Authors

David Cannon, ITSM Practice Principal, HP & David Wheeldon,Director Of ServiceManagement, HP EducationEMEA

Code: Beginner

Track 6 #706

Implementing Successful ITSMIn A Global Organization

Mark Middendorf,Program Manager, IT Service Management, Cargill


Track 7 #707

After The Thrill Is Gone: KeepingThem Motivated


Code: General

Track 8 #708

Effective ConfigurationManagement: Leveraging TheCMDB

Randal Locke,Technical Specialist, CA


Track 9 #709B

Achieving Governance ThroughBusiness Intelligence For IT

David Chiu, Manager, ProductionImplementation & ProcessEngineering, BMO FinancialGroup


Track 9 #709A

Demonstrating ROI At DellComputer Corporation: TheLessons We Learned

Scott McAfee,Program Senior Manager, Dell Managed Services, Dell Computer Corporation


Track 10 #710

What It Really Takes ToImplement ReleaseManagement To A ‘Control’ Level

Anil Dissanayake, Executive Consultant &Mark Hamilton, EducationConsultant, Pink Elephant

Code: Beginner

Track 11 #711

Embedding The Change: How ToEnsure Adoption Of ITSMProcesses

Gary Case,Executive Consultant & Brian Price, Senior Consultant,Pink Elephant

Code: General

Track 12 #712

Focus Groups:

• ITIL In Education #713

• The Role Of The Configuration Manager #714

Track 13

We

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Schedule-At-A-Glance3:45 p.m. - 4:15 p.m.: Break

4:15 p.m. - 5:45 p.m.:

Afternoon Keynote: Ron Foxcroft, Chairman & CEO, Fluke Transportation Group – My Success Has Been A Series Of Flukes

5:45 p.m. - 8:00 p.m.: Networking Reception

How To Select An ITSM Tool

Bill Irvine, Executive Consultant, Pink Elephant

Code: Beginner

Breakfast Club #B31

The Irresistible Force Vs. TheImmoveable Object: Top 5 TipsFor Changing Their Minds

Joe Lithgo, Director, NorthCarolina Office Of InformationTechnology ServicesOperational Excellence Program


Breakfast Club #B37

Implementing Incident, Problem& Service Level Management

Jack Probst, ExecutiveConsultant, Pink Elephant

Code: Beginner

Breakfast Club #B32

PDCA For The CIO



Breakfast Club #B33

A Tenacity For Capacity

Graham Price, Manager, Consulting Services, Pink Elephant


Breakfast Club #B34

Overcoming Definitions & Data Gaps

Erez Armoza, Director Of ProductManagement, Digital Fuel

Code: Beginner

Breakfast Club #B35




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

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Three Steps To EnsuringEmployee Process Compliance

Lisa Welsher,President & CEO, RightProcess

Code: Beginner

Track 8 #808

GOTCHA! Learning From TheUnpredictable Nature Of ITSM

Padma Nunna, Director, IT Transformation,TIAA-CREF


Track 9 #809A

The Impact Of ServerVirtualization On ITIL Processes

Michael W. Nowlin, Manager & Chris Ouellette,Senior Manager, BearingPoint Inc.


Track 9 #809B

Understanding Service CostingModels



Track 10 #810

Best Practices For ImplementingITIL Service Delivery Processes

Anil Dissanayake,Executive Consultant &Mark Hamilton, Consultant,Pink Elephant

Code: Beginner

Track 11 #811

Focus Groups:

• Developing Effective Metrics #813

• The Role Of The Project Manager #814

Track 13

Survey Data Analysis: Putting The Puzzle Together

Dr. Fred van Bennekom,Principal, Great Brook

Code: Beginner

Track 2 #802A

The Unified Service Catalog: AQuest For Operational Excellence

Mark Sievers, Director, IT Service & Support,QUALCOMM

Code: Beginner

Track 2 #802B

Driving Miss Alignment: UsingCOBIT & ITIL To EnsureCompliance At Allstate

Cathy Kirch, Service Management ProcessArchitect, Allstate Insurance


Track 3 #803

Continual Service Improvement Authors

Gary Case, Executive Consultant &George Spalding,Vice President, Pink Elephant

Code: General

Track 6 #806

Incident Management: AvoidingThe Top Six Pitfalls

Robert Michels,Director, Infrastructure &Development, Millenniumcare


Track 1 #801

ITSM At Merck: ImplementingChange Management In ThreePhases

Vicki Chapman, Manager,Process Operations & QualityManagement, Michele Morreale, ServiceManagement Training Lead &Aldwyn Porter, InfrastructureManagement, Senior Analyst,Merck & Co., Inc.


Track 7 #807

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

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

ITIL, Measurement & BusinessIntelligence: The Trifecta Of TheITSM Race



Track 12 #812

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

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

Closing Session: David Ratcliffe, President & George Spalding, Vice President, Pink Elephant – All You Need Is L.O.V.E.

PAUL SALTZMANTHE BEATLES IN INDIANow an Emmy award-winning producer and director,Paul Saltzman had a life-changing experience in1968. During a trip to India, he witnessed theBeatles’ historic journey of meditation, spirituality

and rediscovery. No press or visitors were allowed inside during theband’s eight-week stay at asecluded ashram, but Saltzmanmanaged to take up-close andpersonal photographs of John,Paul, George and Ringo! Attendthis one-of-a-kind session tohear – and see – an exclusive,first hand account of a periodthat changed the world’s musicallandscape forever!


Networking OpportunitiesCome Together Welcome ReceptionSunday, February 18 at 5:00 p.m.

Come together for our welcome reception meet andgreet! Unwind in a fun, relaxed setting and make newfriends. This is a perfect way to kick off your conferenceexperience. Plus, prepare to be awe-struck by our specialpresentation, The Beatles In India. This is an exclusive,first hand account of one man’s experience with Paul,John, George and Ringo. Not only will you hear anamazing tale but you’ll also see photographs of thishistoric event!

Plus, plan to attend our other networking events,Monday, February 19 at 5:45 p.m. and Tuesday, February 20 at 5:45 p.m.


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Simulation: The Process Builder Workshop


Code: General

This workshop will vividly illustrate why processesneed to be clearly defined, documented andunderstood for quality goals to be achieved andservice levels to be met. In the specific context ofoperational IT Service Management you will learnhow to identify the correct inputs, outputs andsupporting activities necessary to establish bestpractice processes.

The format of the workshop provides a ‘learning bydoing’ simulation game environment, where you willpractice process building techniques by completingvarious tasks as a key member of a work team. Teamdynamics as well as the quality of communicationswill be illustrated as vital enablers for your team tocreate positive results.

The Dynamic Duo Of Customer Service: Incident & Problem Management

Terry Sherman,Senior Consultant, Pink Elephant

Code: Beginner

When starting their ITIL implementation journey,many organizations choose to focus on the ServiceDesk function and key processes that will give themquick wins such as the dynamic ‘sister act’ of Incidentand Problem Management. Join Terry as he explainswhy beginning your ITIL journey here helps you toachieve highly visible successes that can lead togaining further commitment for change. Terry willhighlight the strategic benefits of implementing fullyintegrated Incident and Problem Managementprocesses, including what ‘fully integrated’ reallymeans.

The Top 10 Business Practices For Developing An IT Service Infrastructure

Laurie Dolan,Managing Consultant, Pink Elephant

Code: Beginner

Are you an IT professional responsible for managing

and leading ITIL implementation? Are you looking forpractical guidance on what it really takes tosuccessfully implement this best practice framework?Then, don’t miss this exciting opportunity to takeaway a top 10 list from a seasoned ITIL expert!

Laurie has been involved with many organizations ontheir journeys to implement ITIL, and as a result, shehas witnessed the highs of success as well as thelows of not-so-successful implementations. Look forher to provide you with valuable information to helpyou get the job done right the first time.

The Future Of IT Governance



You may not have known, but the concept ofcorporate governance has existed for decades.Recently though, the accounting scandals of Enron,Worldcom, Tyco and Adelphia – as well as theemergence of the Sarbanes-Oxley Act (SOX) – hasmade IT governance a hot topic. But is SOX the onlyvoice on the IT governance landscape? Hardly.Around the world there are a myriad of frameworks,standards and models designed to promote ethicsand regulation. Here’s your opportunity to stay aheadof the curve as Harpreet, one of Pink Elephant’sleading experts, shares valuable information aboutthe future of IT governance and the variousmethodologies you can adopt to keep you on theroad to compliance!

ITSM: CIO Perspectives

Troy DuMoulin, Director, Product Strategy,Pink Elephant


Attend this session to get a roadmap for how tosuccessfully take your IT organization through amajor transformation. Troy is one of the industry’smost respected ITSM experts. He has vast experienceworking with many senior IT management teams toimplement major enterprise-wide change. During hispresentation, he’ll discuss key factors all CIOs shouldconsider when developing and communicating achange vision, establishing strategic direction orbuilding a strong business and service focusedculture. Troy will also be joined by a panel of CIOswho’ll provide real world examples to illustrate howthey’ve used best practices to demonstrate IT’s value.

Key Considerations For Developing A Global ITIL Implementation Plan

Glen Notman,Managing Consultant, Pink Elephant


Implementing ITIL best practices in large national andglobal organizations is a major undertaking thatinvolves a huge commitment and investment. Glenwill draw upon his vast worldwide experience as anITIL consultant to provide guidance for the best wayto tackle large, multi-faceted and complex processimprovement projects. He’ll also provide useful tipsfor how to overcome geographical, cultural andhierarchical challenges, and highlight keyconsiderations for developing and executing aneffective global implementation plan.

Top 10 Quick Wins

Graham Price, Manager, Consulting Services, Pink Elephant

Code: General

According to John Kotter, Professor of Leadership atthe Harvard Business School, there are eight criticalsuccess factors for leading change. One of them –number six – is ‘generating short-term wins’. Kottersays we need short-term wins to maintainmomentum, interest and focus.

If, in IT Service Management, our long term goal is tobuild an efficient and effective operation, then –learning from Kotter – it is important at the outsetthat we are already planning for short-term wins.These ‘low-hanging fruit’ will go a long way to helpvalidate our efforts and win the hearts and minds ofkey people in IT Service Management, the customercommunity and our external partners. Based on hisexperience at Pink working on improvement projects,Graham will provide an overview of the most commonshort-term wins you might want to keep in mind asyou build your own plans.

Tools: ITSM Won’t Last Long Without Them!



The use of automated tools in ITSM has becomecritical as the requirements for managing the currentand future processing architecture becomes morecomplex. It’s more important than ever to properlyassess products that best suit business needs, andthe ITIL process framework. What needs to beconsidered? Is there a right time versus a wrong timeto implement tools? Join Bill – one of North America’smost knowledgeable IT support tool experts – as hereviews the most important things to consider forassessing, selecting, and implementing software andtechnology that support ITIL’s integrated IT ServiceManagement process model.

SUNDAY WORKSHOP & PRIMER SESSIONSMaximize Your Learning!

Start your conference experience onSunday by attending any of the following value-added sessions.

Session Descriptions

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Session DescriptionsTop 10 Strategic Benefits Of ITIL


Code: General

The overall performance and reliability of anorganization’s critical systems and services candetermine business success or failure, and effectiveimplementation of ITIL drives performance whileenabling innovation, and reducing costs. But, exactlyhow does ITIL act as a business enabler? There areactually many strategic benefits that can be gained byimplementing ITIL’s Service Support and Deliveryprocesses. Anil will draw upon practical real worldexamples to illustrate how implementing this bestpractice framework can lead to improved bottom lineresults, increased productivity and stronger overallperformance by IT.

ITIL 101: An Introduction To The IT ServiceManagement Process Model

Jim Wright, Senior Consultant &Scott Priest, Consultant, Pink Elephant

Code: Beginner

Are you new to ITIL? If the answer is ‘yes’, you’lldefinitely want to attend this session! Here, you’llgain an introductory, high level overview of ITIL’s ITService Management process model. The overview isspecifically designed for those who’ve never attendedan ITIL course prior to this event, or those who need arefresher. After attending this session, you’ll be ableto fully enjoy the conference program and betterunderstand the presentations referring to this bestpractice framework.

This session will be delivered twice – once on Sundayafternoon, and again as a Breakfast Club session onMonday morning.

How To Take ITIL Processes Beyond A Maturity Level Of ‘Control’

Gary Case, Executive Consultant &Brian Price, Senior Consultant, Pink Elephant


Many organizations strive to get all ITIL processes toat least a ‘Control’ level of process maturity. This

takes time, and for most processes requires majorchanges to metrics, standards, roles andresponsibilities, documentation, and communicationand management processes. Gary and Brian will walkthrough each of ITIL’s Service Support and Deliveryprocesses to provide a high level overview of whatbeing at a ‘Control’ level of maturity means for eachone. They will then explain why it’s important for ITorganizations to aim for the next two levels of processmaturity – ‘Integration’ and ‘Optimization’ – and whatis involved. This is a must attend session if your ITorganization is seeking to transition its ITIL goals tomore advanced stages.

ITIL 101: An Introduction To The IT ServiceManagement Process Model

Jim Wright, Senior Consultant &Scott Priest, Consultant, Pink Elephant

Code: Beginner

This session is delivered twice – once on Sundayafternoon and again as a Breakfast Club on Mondaymorning. Please refer to the session descriptionopposite for more details.

What IT Managers Need To Know About Process Maturity



Are you in ‘control’ of your processes? Are you fullyoptimized? Do you know what these mean and whyit’s important to know? Attend Terry’s session andyou’ll learn about the key concepts of processmaturity. Terry will provide an overview of the differentprocess maturity stages and explain whyunderstanding a maturity level is a necessary step inimplementing ITIL best practices. Make this one of thefirst conference sessions you attend and you’ll betterunderstand the presentations that refer to processmaturity and best practices for implementing ITIL.

Implementing Change Management

Jack Probst,Executive Consultant,Pink Elephant

Code: Beginner

Are you about to implement Change Management?Want to learn how to do it the right way? Then attendour Change Management demonstration. In less than60 minutes, you’ll receive a complete step-by-stepguide on how to integrate this process into yourorganization. You’ll also have the opportunity to viewseveral sample Change Management documents andtemplates!

The Real Value Of Education & Certification

Pierre Bernard, Manager, Education Services &Mark Hamilton, Education Consultant, Pink Elephant

Code: General

How often have you heard these sentences: ‘Industrycertification doesn’t mean a thing.’ ‘My employeeswill become more marketable and then they’ll leave.’‘I never have the time to commit to certification.’‘Show me the value of certification.’ We’re sure you’veheard these – and other similar phrases – many timeswhile attempting to pursue your ITSM certification.So, just how do you respond?

Join Pierre and Mark for a series of valuable tips onthe right – and wrong – way to respond. They’ll alsoprovide you with success stories, statistics andconcrete evidence about the real value of ITSMeducation and certification. As an added bonus,Pierre and Mark will discuss the different types oflearners and explain how a properly designed courseaddresses everyone. And, you’ll discover how yourorganization can properly educate people at all levelsas well as how to integrate education into a processimplementation. You may want to bring your managerto this session!

The Difference Between Leading & Managing Change



What’s the difference between leading and managingchange? There are different skill sets, expectationsand outputs involved in each activity. Additionally,some people are able to manage processes and tasks– and get the job done! However, these same peoplemay not be able to influence and inspire others –critical success factors for a leader.

BREAKFAST CLUBSAttention early risers! Join our BreakfastClub. Here’s a line-up of value-addedpresentations and discussion forums that enable you to get a great head start on your day.


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Session DescriptionsThis thoroughly informative session focuses on thedifferences between leading and managing as well asprovides details about how to be a better andstronger leader. Harpreet will also reference theteachings of Professor John Kotter of the HarvardBusiness School. Kotter has conducted extensiveresearch on the actions of those who lead versusthose that manage. And, as a result, he feels thatleading is the element that successfully encouragesthe change so necessary for organizations to survivein today’s highly competitive world!

Books & Breakfast


Code: General

“Think of your brain as kind of a piggy bank, smart people fill it up with all they learn until theypossess a formidable wealth of knowledge.” So saysTim Sanders author of Love is the Killer App. In thissession, Kirk will review some of the books that hehighly recommends and currently has on his ‘mustread’ list. These are books that Kirk offers as aids tohelp your journey of personal and professionaldevelopment and growth.

How To Assess Readiness For Change


Code: General

Join Harpreet for a review of what every IT leadershould seek to understand about their culture andpeople before undertaking major change. If readinessfor change is not assessed effectively, chances arehigh that change efforts will fail. Harpreet will provideyou with helpful guidance for how to manageresistance to change and ensure successfuloutcomes.

Implementing Configuration Management


Code: Beginner

Are you about to implement ConfigurationManagement? Want to learn how to do it the rightway? Then attend our Configuration Managementdemonstration. In less than 60 minutes, you’ll receivea complete step-by-step guide on how to integratethis process into your organization. You’ll also havethe opportunity to view several sample ConfigurationManagement documents and templates!

Guide To Implementing A Fully IntegratedFinancial Management Process



Is this the forgotten process in your IT organization? Itshouldn’t be! That’s because the FinancialManagement process enables CIOs and senior ITmanagers to take a business perspective on IT withcomplete visibility and fiscal control. However, manyIT management teams still don’t give this area theattention it deserves. So, join Troy for a trulyenlightening session in which he reveals how this keyITIL process can strengthen your IT and businessalignment. Troy’s years of experience working withsenior management teams will ensure you receive theinsight and proven techniques required to implementand manage this value-added process!

Attaining IT Service Management Excellence:Embracing Technology & Implementing A Sound Strategy

Michele Hudnall, Director, Service Management,Managed Objects


How does your organization view technology? Istechnology seen as a hindrance to improvementbecause change is sometimes challenging from acultural perspective? Or, is technology embraced asan enabler in attaining process maturity, whichultimately improves quality and timeliness of servicedelivery and overall cost efficiency?

Join Michele for a thought-provoking breakfast clubsession that focuses on technology requirements,technology as an enabler and assessment of typicalmanagement technologies. She’ll also share manytechnology-related success stories! Overall, you’llreceive an understanding of why technology is theglue that bonds together the delivery of servicemanagement strategies.

How To Select An ITSM Tool


Code: Beginner

Is there an unbiased, structured, ITIL-ized method forchoosing the most appropriate ITSM tool? The answeris yes! In this session, Bill will review how toundertake an objective and cost effective approachfor selecting tools, which includes a set of templatesand detailed scoring process. The methodologyleverages Pink’s vast industry experience and involves over 400 detailed selection criteria which are added-to and modified on an ongoing basis to

keep the process relevant and meaningful. This is a not-to-be-missed session for attendees who want toleave the conference with a useful high level list of do’s and don’ts for selecting the most appropriate tool.

Implementing Incident, Problem & Service Level Management


Code: Beginner

Are you about to implement Incident, Problem andService Level Management? Want to learn how to doit the right way? Then attend this demonstration. Inless than 60 minutes, you’ll receive a complete step-by-step guide on how to integrate these processesinto your organization. You’ll also have theopportunity to view several sample implementationdocuments and templates!

PDCA For The CIO



No, this isn’t a gathering profiling the latest hip hopsong! Rather, it’s an informative session focusing onbest practices for embedding a culture of continuousimprovement within your organization. The sessionreviews Dr. Edwards Deming’s philosophy of Plan, Do,Check, Act (PDCA) and provides instruction on how toapply the philosophy at a strategic level.

If you’re a CIO or senior IT manager and want toentrench a culture of ‘problem solved’ within yourorganization, this session will show you how!

A Tenacity For Capacity



Capacity Management is an ITIL function thatprovides guidance on how to plan, justify andmanage appropriate levels of resources needed tosupport your entire organization. Poor capacityplanning can lead to unacceptable IT performance orworse – a complete meltdown of services. So, answerthis question: Do you have the tenacity required forsuccessful Capacity Management? After attendingthis fact-filled session, you will!

Join Graham for a revealing session where you’llreceive guidance for what it really means to takeCapacity Management to a ‘Control’ level of processmaturity. And, he won’t stop there! He’ll also providean overview of the key action items needed to takethis process to ‘Optimization’ as well as explain why

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this added business focus is very much worth thetime and effort for your organization!

Overcoming Definitions & Data Gaps

Erez Armoza, Director Of Product Management,Digital Fuel

Code: Beginner

As IT organizations implement Service LevelManagement, they often encounter a gap betweenService Level Agreement definitions and the datarequired for measurement. A similar problem afflictsFinancial Management, too. There is always a lot ofdata; however, it’s often not clear which data youshould use to monitor service costs. In thiseducational session, you’ll learn how to effectivelymanage definitions and data gaps to ultimatelyensure you have highly efficient Service LevelManagement and Financial Management processes.The session includes information about the processesyou should follow to receive the correct definitions aswell as how to identify corresponding data. As anadded bonus, Erez will offer real-world examples ofhow leading companies, such as Procter & Gamble,the BBC, Bombardier and Cummins successfullymanaged definitions and data gaps.

The Irresistible Force Vs. The Immoveable Object:Top Five Tips For Changing Their Minds

Joe Lithgo, Director, North Carolina Office Of InformationTechnology ServicesOperational Excellence Program


Changing IT’s organizational culture is often cited as amajor challenge when implementing ITSM. Are youfacing this challenge? Then join Joe for this high-impact learning session featuring not only case studybest practices and lessons learned but also the topfive tips that will enable you to facilitate changewithin your IT organization. Be sure to bring your ownexamples and questions. No matter how much orhow little experience you have, you’ll be able to jump-start organizational change with the knowledge yougain from this session!

Re-Engineering The ITIL Service Desk

Scott Koon,Assistant Section Head,Midrange Engineering, Mayo Clinic

Code: Beginner

Your organization has an established call center orhelp desk. However, the CIO has placed emphasis onmoving to a fully operational Service Desk – whileembracing the best practices outlined in ITIL. Whatshould you expect as you head into the unknown?Relax, Scott Koon can tell you!

Scott’s organization, the renowned Mayo Clinic,recently made this journey and he has anextraordinary tale to share! He’ll explain thefundamental differences between call centers – orhelp desks – and a Service Desk. He’ll also tell youhow to prepare for functional differences that resultfrom the transition as well as provide insight into howto make these changes a solid part of theorganization’s culture. Above all, Scott will use hisown experience to show you how to get the job donewhile having a truly positive experience. This is onesession you won’t want to miss!

Has Your Service Desk Been ITIL-ized? Ask Dr. Jim

Jim McKennan,Senior Consultant, Pink Elephant

Code: Beginner

As the Service Desk is the primary customer-facingarea of your IT organization, you continually need todo a health check to determine the types ofexperiences your users receive.

In this informative session, Pink Elephant ConsultantJim McKennan will demonstrate how ITIL bestpractices can transform your Service Desk into thewell-oiled, value-added function your users deserve!Ultimately, his prescriptive advice will ensure you notonly amaze your customers, but also allow you tobetter address their issues, requests and businessobjectives. Don’t miss this opportunity to learn fromDr. Jim. The information you gain will assist you inimmediately injecting new life into the performance ofyour Service Desk!

The IT Service Desk: Bringing It Back In When Everyone Else Is Shipping It Out!

Stephen Wrenn, Vice President, I/S Quality & Performance Excellence & Sheila Kelley, Sr. Director, IT Service Management,Liberty Mutual Insurance GroupCode: Beginner

If you work in a large, complex, multi-user environmentand are interested in ensuring your Service Deskremains in-house, this session is a must for you! Itfocuses on how Liberty Mutual Insurance Groupsuccessfully ‘in-sourced’ its IT Service Desk in effort tobetter serve its 40,000 business partners – simply bysubscribing to the best practices outlined in ITIL.

Supporting Business Solutions With The BellAliant Wireless Service Desk

Stephen Abbott, Senior Manager, Wireless Network Operations, Bell Aliant


With more than a half million subscribers and aconveyor belt packed with new products andservices, Bell Aliant’s business customers weresteadily demanding knowledgeable and timelysupport for both their employees and businesscritical applications. How did the organization meetthis demand and differentiate itself in themarketplace? It was simple, really. It defined,developed and implemented a tiered support model –or wireless Service Desk – that spanned severaldepartments and included more than a dozensupport groups! The approach paid off, helpingcontrol costs and ensuring that the Service Desk’sstaff was properly engaged. The new model alsoallowed the organization’s Service Development teamto rapidly introduce new products into the marketwithout having to build new or specialized supportprocesses. What more could you want form a ServiceDesk session?

Hello, Compliance Central, How May I Help You?The Role Of The Service Desk In The 21st Century

Rich Petti, Executive Consultant, Pink Elephant

Code: Beginner

As the manager of a proactive Service Desk, you needto focus not only on the ‘fix what’s broken’ elements,but also provide quality service management througha process that is monitored and tracked from end toend. In all likelihood, you’ve probably got this downpat. And, you can relax knowing that everything isrunning just as you would like.

Now, let’s throw a wrench into the machine: in thisage of compliance, who is responsible for trackingand monitoring internal adherence to process? Wheredoes the required documentation reside for keyprocess controls? Who manages access to the centralrepository of governance artifacts? If you’re leaningtowards the Service Desk you’re absolutely right. So, do you think you’re effectively managing all of the above? Find the answer at Rich Petti’s thought-provoking session and learn everything youneed to continue operating a Service Desk in today’sdemanding – and ever-changing environment.

TRACK 1: We Can Work It Out: All RoadsLead To The ITIL Service Desk



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Session DescriptionsCan I Catch ITIL From Software, Or Do I Need A Process Vaccination First?

Malcolm Fry,Independent Strategic Advisor To BMC

Code: General

Traditionally, the road to successfully implementingITIL is to build processes, then select the softwarethat best matches your requirements. However,during the last few years software vendors havemade huge advances in ITIL-izing their products. Now,it’s possible to buy software first and then build yourprocesses.

So, why is there no information explaining thisremarkable new trend? There is now! Join Malcolm fora thought-provoking presentation that showcaseshow you can begin your journey with ITIL compatiblesoftware. Malcolm will also review the steps you needto follow as well as how to effectively plan for thosesteps.

The Service Desk Audit: Blueprint For ITIL Success

Julie Mohr, Director Of Professional Services,IHS Support Solutions

Code: Beginner

If you ever wanted to explore the options available toyou when implementing a Service Desk audit, thissession is a must-see!

Overall, you’ll learn, how to use ITIL best practiceswithin your audit, determine the difference betweenan assessment and an audit, and your overallmaturity rating. You’ll walk away with a thoroughunderstanding of everything you need to know tosuccessfully conduct an audit of your organization’sService Desk.

Incident Management: Avoiding The Top Six Pitfalls

Robert Michels,Director, Infrastructure &Development, Millenniumcare


Quick! Name the most common and most utilized –yet under-analyzed – ITIL process. The correct answeris Incident Management. And if you want proof, justattend Robert’s session. He’ll review analysisconducted with more than 50 companiesrepresenting more than two million incidents. He’lluse this analysis to outline six common process andconfiguration errors you’re libel to make whenimplementing an Incident Management process ortool. He’ll also explain the benefits of evaluatingcontact centre incident data as a means to improving

your Incident Management process. And, he’ll detailhow to establish a foundation to adopt efficientprovisioning of IT services within ITIL Service Support.

If you want to successfully implement IncidentManagement, this session should be first on your list!

Service Level Management & The Importance Of Process Integration

Char LaBounty,President, LaBounty & Associates &Peggy Gerace-Roosa,Director Operations, Communication& Reporting, EarthLink, Inc. &Gina Sabella, Associate Director, Service Delivery,CompuCredit Corporation


Recognizing the need for change, a growing softwarecompany began a journey to implement Service LevelManagement (SLM). After nine months of hard work,the project architects rolled out their effort – whichincluded new processes, teams and tools. Now, it wastime to sit back and enjoy the benefits. Or, so theythought! The group wasn’t prepared for the additionalwork required to simply keep the effort on-course.

This practitioner case study peels back the onion on areal life SLM implementation. It reveals first-handdetails behind the importance of process integration,the obstacles encountered, the strategies for dealingwith those obstacles – and most important – personalopinions about the degree of success or failure forthe overall project.

Implementing Service Level Management In Health Care – The HCA Journey

Richard Russell, Service Level Manager, Hospital Corporation Of America


Take a ride on the Hospital Corporation of America’sjourney towards service excellence! On the way, you’lldiscover why Service Level Management is essentialfor a well established, mature company, how tosoundly establish the process and how to ensure yourealize measurable benefits through the cycle ofcontinuous improvement.

This session will also focus on the key measurements

that comprise the heart of a Service Level Agreement,as well as the other enterprise agreements necessaryto support it. Also featured: an in-depth look atmeasurement tools and reporting processes –including examples of reports developed specificallyfor this project!

So You’ve Built A Core Services Catalog – Now What?

Michele Morrison, Service Level Manager & Giselle Collins, Incident & Problem Manager, BC Institute Of Technology


The BCIT Service Level Management journey includedthe development and introduction of Service LevelAgreements (SLAs). Interested in knowing how to dothe same in your organization? Then join Michele andGiselle as they share the BCIT experience.

This presentation also includes tips and tactics forstreamlining SLA production using templates thatwork hand-in-hand with the Core Services Catalogand how to accommodate both internal and externalclients. And, you’ll receive insight into the lessonsthey learned along with a preview of the next steps intheir excellent SLM adventure.

To OLA Or Not OLA: Is That The Question?

Laurie Dolan, Managing Consultant, Pink Elephant


With Service Level Management (SLM) becoming anintegral part of all IT organizations, a Service LevelAgreement (SLA) is transforming from an application-based document to an end-to-end service-basedagreement of negotiated and agreed upon levels ofservice and support. As a result, the ability of IT todeliver these agreed upon levels has also becomemore visible to customers. This is where anOperational Level Agreement (OLA) comes in! An OLAis a critical component when establishing levels ofservice and support. Are you using OLAs to fulladvantage? Find out at Laurie’s absorbing session.She promises to demonstrate that behind every greatSLA is an outstanding OLA.

Managing IT Through The Service Catalog: The Central Intake Initiative At Rohm & Haas

Bob Hilsdon,IT Customer Service Director, Rohm & Haas


TRACK 2: Please, Please Me: Managing ITThrough Service Level Management

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Rohm & Haas recently embarked on a service cataloginitiative called Central Intake to improve governanceand control of IT demand. With Central Intake, Rohm& Haas captures all of their internal customers’requests for IT services through a single point ofcontact.

Attend this dynamic session and learn how thiscustomer-facing, actionable Service Catalog providesa consolidated view of demand and ensures that allrequests are routed through the proper process,increasing governance of both large and small ITservices. Overall, you’ll walk away with a practicalunderstanding of how to apply these principles inyour organization.

Defining IT Success Through The Service Catalog

Troy DuMoulin,Director, Product Strategy, Pink Elephant &Rodrigo Flores,Co-Founder, newScale


You probably know that ITIL is an IT ServiceManagement process framework. This means that theprocesses described in the library are designed forthe primary reason of effectively delivering IT servicesthroughout an organization. You also probably have aclear understanding of what those services are andhow you expect to deliver them. After all, servicedelivery is at the foundation of any IT success.However, you may not know that the service catalogis an equally essential component to your success.That’s because it’s a foundation as well – afoundation for defining services and communicatingwith customers and users.

This session takes an in-depth look at the servicecatalog and how it can define your IT success.Discussion topics include how it describes services ina way that allows customers to understand IT’s value;how it drives standardization of your IT offerings; howit provides a definition of services; how it usesindustry-standard service definitions forbenchmarking; how it establishes standards forService Level Agreements and Operational LevelAgreements; how it provides a foundation forbudgeting and managing costs; and how it improvesservice quality and predictability through streamlinedservice fulfillment.

Survey Data Analysis: Putting The Puzzle Together

Dr. Fred van Bennekom,Principal, Great Brook

Code: Beginner

Customer surveys are very useful tools for measuring

the effectiveness of your service operation from acustomer perspective. However, conducting a surveyis only one step in a more lengthy process. Thisprocess involves drawing meaning from received dataand using it to develop a continuous improvementinitiative. Overall, this data will help you understandwhich areas of your operation warrant deeperanalysis and improvement efforts. The question youneed to answer is ‘Do you know how to put all thepieces together?’

In this informative presentation, you’ll receive insightinto the different types of analysis you can performwith your survey data. You’ll hear about the questionsmost IT professionals want answered from a typicalsurvey data set. You’ll also view various types ofanalysis that will provide you with that specificanswer. The session ends with an outline of the nextsteps you need to take in your continuousimprovement process.

The Unified Service Catalog: A Quest ForOperational Excellence

Mark Sievers, Director, IT Service & Support,QUALCOMM

Code: Beginner

QUALCOMM is one of the world’s leading designersand suppliers of chipsets, system software, networkbase stations, handsets and modems – and its ITorganization is on a quest! The vision of that quest?To achieve IT operational excellence through a unifiedService Catalog.

Mark Sievers invites you to attend a session thatprovides first-hand details about QUALCOMM’sexperiences and challenges while on the quest totransform its IT service delivery process. He’ll discussthe factors that led the organization to name theService Catalog as the cornerstone of their ServiceManagement program. He’ll also talk about howborrowing concepts from popular internet consumersites helped establish an easy-to-use, web-basedinterface for requesting IT services. This is an in-depth, lessons-learned account you simply won’twant to miss!

IT Governance Unraveled: The Big Picture

Brian Price, Senior Consultant &

Troy DuMoulin,Director, Product Strategy,Pink Elephant


The impact of IT governance is exploding in the faceof mounting business pressures and internationallegislation. The enforcement of IT controls and theimplementation of accepted standards such as ITIL,CMMi, ISO 17799, ISO 20000, and COBIT are no longeroptional – it’s the new reality! This session will quicklytake away the mystery of how these frameworks fittogether and help you gain a clearer understanding oftheir dynamic relationships with ITSM. Join Troy – oneof North America’s most knowledgeable ITgovernance experts – and senior consultant Brian, fora revealing look at what is needed to implement asound IT governance framework.

COBIT 4.0: The Emerging Framework For IT Governance

Harpreet Virdee, Managing Consultant &Scott Priest, Consultant, Pink Elephant


First released in 1995, Control Objectives ForInformation And Related Technology (COBIT) was anidea whose time had not yet come. That’s because atthat point, IT had no need for a worldwide riskmanagement framework. Then, when the Sarbanes-Oxley Act passed in 2002, IT auditors were suddenlyforced into an accountability position. Theydesperately needed a framework with which tomeasure against – and fast! Thankfully, there wasCOBIT!

Now in version 4.0, COBIT is comprised of fourdomains and 34 processes encompassing what manyprofessionals are calling the IT GovernanceFramework. Yet, 4.0 is more than just an auditframework. It’s an IT Service Management framework,too. And, if you’re interested in knowing more aboutCOBIT and how it can change your IT organization,attend this informative session. You’ll have theopportunity to go beyond the acronym and drill downinto the mechanics of this growing phenomenon.

Creating IT Process Governance Using Best Practices At Motorola

Lynnette Gleitz-Cull,Sr. Director, IT Process & Quality &

TRACK 3: Magical Mystery Tour: EnablingIT Governance Through ITService Management



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Benedicte Ayscue,IT Process & Quality Engineer,Motorola


Defining and executing IT governance – especiallywhen it comes to IT processes – is a definitechallenge today. It seems not a day goes by without anew thought on the subject.

Recently, Motorola, a global communications leader,developed a process governance structure using anestablished best practice framework – CapabilityMaturity Model Integration (CMMi). And, in thisthought provoking session, you’ll learn how theorganization’s chief architects not only developed theoverall framework, but also devised a solid, practicaland scaleable structure in the process. You’ll also gaina thorough understanding of this new structure’s linksto ITIL and IT governance as well as why it couldbecome the new industry standard.

Enabling IT Governance Through Service Level Management – Part I: What SeniorManagement Needs To Know

Char LaBounty, President, LaBounty & Associates


Service Level Management (SLM) is essential in anyorganization. SLM ensures that the level of IT serviceneeded to support the business can be determined,and monitoring can be initiated to identify whether therequired service levels are being achieved, and if not,why not. In the majority of all IT frameworks, thegovernance of SLM is at the heart of an organization’sability to demonstrate consistent levels of servicedelivery. In this informative session, Char will explainwhy the use of SLM is a powerful mechanism forproviding effective processes and methods formaintaining critical IT business alignment in a complexenvironment of ongoing business and IT change.

Enabling IT Governance Through Service LevelManagement – Part II: How You Really Do It!

Troy DuMoulin,Director, Product Strategy &Scott Priest, Consultant, Pink Elephant


A technology and component focus is not sufficientfor business enablement and represents risk. Thelogical place to start the quest of Service LevelManagement is the understanding of what thebusiness of the business is. In short, it is critical to

gain an understanding of the business processes thatIT services support. Without this mindset, IT tends todefine services from the bottom up instead of the topdown. This technique is doomed to frustration andmust be reversed.

This session defines the logical and sequential stepsto define and cost IT services ; Define Major BusinessProcesses; Define Enabling IT Services; Map ITSystems to IT Services; Map IT Components to ITSystems (This fourth step is done by ITILConfiguration Management).

How Does ISO 20000 Affect Your ITIL-Based Organization?

Scott Priest,Consultant &Harpreet Virdee,Managing Consultant,Pink Elephant


The importance of quality IT Service Management isbecoming increasingly apparent. For this reason, ITILhas become globally recognized, used andsupported. A new ISO (International StandardOrganization) framework has also started to emerge –ISO20000. Like ITIL, it too is specifically dedicated toIT Service Management. In this highly informativesession, Harpreet and Scott will discuss what effectthe new ISO20000 standards will have on ITIL. Asthey will explain, ISO20000 is fully compatible andsupportive of the ITIL framework, and they’ll provideyou with a detailed look at these two very powerfulframeworks.

Driving Miss Alignment: Using COBIT & ITIL To Ensure Compliance At Allstate

Cathy Kirch, Service Management Process Architect, Allstate Insurance


Allstate began their ITIL journey in early 2004 toimplement Service Management. This presentationwill walk you through the process of performing acurrent state assessment aligned with the COBITframework, how the project was planned and builtwith the future in mind, and how the journey evolvedto bring Configuration Management to life. You’ll walkaway with an understanding of both the definition ofITIL and COBIT ‘artifacts’ and an understanding of howthey can be used in your environment as evidence ofcompliance.

ITIL In Stealth Mode

Randall Rusher,Director, Process Engineering & SOX IT Compliance, Infospace

Code: Beginner

ITIL in stealth mode? Who would have thought ITService Management could be so covert? However, ifyou want to learn how a rapidly evolving and diversetechnology company started their IT framework andprocess program undercover, this is the session toattend! You’ll find out how the project plannersleveraged multiple key internal and external forces tofurther drive the on-going development andimplementation of their framework. You’ll also get afirst-hand look at ITIL, Microsoft OperationsFramework (MOF), Control Objectives For Informationand Related Technology (COBIT) and Six Sigma.

The Single Solution Approach: Making ITSMApplication Implementation Work!

Darrell Odell,Director, Corporate IT, S1 Corporation

Code: Beginner

True or false? When preparing to implement an ITService Management application, IT professionalsshould focus on the corporate IT infrastructure. If youanswered true… you’re wrong (and you need to makethis session one of your first!)

In the real world, other groups within an organizationhave an equally important need to track incidents,control configuration items and assets, as well asmanage changes to technology. So, how do youmanage the requirements of these diversecustomers? One option that works exceptionally wellin small- and medium-sized organizations is toconsolidate all functions into a single platform.

Join Darrell for a thought-provoking session thatoutlines the benefits of a single solution approach.He’ll focus on how to manage potential conflictsamong your customer groups and discuss key itemsyou need to consider during the evaluation anddesign phases of the application. Overall, you’ll walkaway armed with the knowledge you need tosuccessfully use the single solution approach withinyour organization.

TRACK 4: Help!: ITIL In Small- & Medium-Sized Enterprises


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Teaming With Love: The Smaller The Business, The Bigger The Need


Code: General

Many IT executives subscribe to the notion thatsmaller teams are easier to manage simply due totheir size. Further, these execs believe that teambuilding is not an essential ingredient in creating awell-oiled IT machine. While that may work for someorganizations, an increasing number of people arebeginning to instill some BIG LOVE into their IT teams.And, they are seeing definite results!

This session explores the why, the how and the WOWof building powerful teams in small- to medium-sizedorganizations. You’ll discover why teams break downand what to do to get them up and running again.More important, you’ll gain insight into five bestpractices that will ensure small teams feel connected,committed and loved!

How To Effectively Implement ITIL In A Small Organization

Sharon Taylor, President, Aspect Group&Ivor Macfarlane, Director, Guillemot Rock

Code: Beginner

A unique session targeted specifically to small- andmedium-sized organizations!

As ITIL gained popularity in the early ‘90s, more oftenthan not, its guidance was adopted by large, diverseand complex organizations. Throughout the decade,however, smaller organizations began to understandthe benefits of this solid Service Managementframework. It was soon apparent that these smallerorganizations had unique constraints whichsometimes made full scale implementation verychallenging. In response, ITIL’s creators added a newbook: ITIL In Small IT Units. Recently, the OGCreleased a similar book, Small Scale ITILImplementation, and in a short time it became one of the most popular titles in the Library.

Here’s a unique opportunity to hear from SharonTaylor and Ivor Macfarlane, major contributors toITILv3. They’ll call upon their vast experience to talkabout the challenges and opportunities you’ll faceduring a small- to medium-sized implementation.And, they’ll explain what makes the smaller ITorganization different from all the rest – as well ashow IT managers can scale an implementation torealize benefits typically enjoyed by larger firms!

IT Service Management Scenarios For The Next Decade

Jean Ritala,President, itSMF USA

Code: General

What trends are expected to occur within the ITService Management industry during the next decade?You may not have the insight, but Jean Ritala certainlydoes! Join her for a fascinating discussion about whatlies ahead for the sector during the next 10 years.

Jean’s captivating insights into IT ServiceManagement will ensure this session is not only filledwith valuable food for thought but will also prepareyou and your organization for the future!

Leading Major IT Change

Darren Meister, Associate Professor Of Information Systems, The Richard Ivey School Of Business


If you’re in the industry, you know that IT promisesmajor benefits to all organizations. However,implementing systems successfully requires that youa) marshal a cross-enterprise effort to define theopportunity; b) manage resistance; c) adapt toprocesses; and d) realize tangible benefits. In light ofthese components, many practitioners continuallyask themselves ‘What do I make my priority?’ Thissession, drawing on successful case studies andimplementation failures as illustrative points,highlights priorities in leadership, projectmanagement and front-line execution.

The Future Of IT Service ManagementCertification: The EXIN Vision

Joep van Nieuwstadt, CEO, EXIN International

Code: General

The IT Service Management industry is constantlychanging. That’s because the needs of the businessesits professionals support are changing, too. With all ofthis transformation, attention must be paid toadvancing the knowledge of IT practitioners. Thismeans developing new programs and certifications tocope with the shifting landscape.

EXIN has developed a vision that focuses on the skillsneeded to support and advance the professionalism

of IT staff. This enlightening session will offer you aview of what the future holds for ITSM certification.Bring your questions so you can participate in thediscussion!

Exciting Times In IT Service Management

John Deland, Chair Of Branches, itSMF Canada

Code: General

A Chinese proverb states ‘May you live in interestingtimes’.

In Canada, the interesting times in IT are now! Acrossthe country, in every type of organization, activities inIT Service Management have seen a tremendousincrease. ITIL, ITSM, governance and many other liketerms are all the buzz these days.

If you’d like to know more about what’s going on inCanada’s IT world then attend this informative ‘state-of-the-union’ address. You’ll receive a detailed view ofwhat’s happening in the Canadian ITSM landscape,an understanding of what customers want and whereskill sets are lacking.

Building IT Leadership Capabilities

Darren Meister, Associate Professor Of Information Systems, The Richard Ivey School Of Business


Get your leadership capabilities check list at thisunique session!

IT’s role in an organization’s success is now welldocumented and well established. And, with thisstrategic importance comes the need to develop ITleadership capabilities throughout the organization,including C-level employees and even the Board ofDirectors. Why? Because business-IT alignmentrequires distributed leadership skills. If you’re lookingfor concrete examples of the capabilities you need topossess to ensure your leadership success, you won’twant to miss Darren’s session.

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

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


Dr. George Westerman is a faculty member with MIT’sCenter for Information Systems Research, a SeniorConsultant with Cutter Consortium’s Business-ITStrategies practice and a regular contributor toCutter’s advisory services. His work on IT riskmanagement provides implementable advice on

TRACK 5: With A Little Help From MyFriends: Industry Leaders Speak Out On ITSM



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effective IT compliance and operational riskmanagement, based on case studies and surveyswith more than 130 firms. In his ongoing work on CIOleadership, he has identified important levers throughwhich current CIOs can boost their credibility andaspiring CIOs can position themselves for the nextopportunity. He has been cited by CIO magazine,Gartner Group, and other leading publications. Dr.Westerman works regularly with IT executivesthrough executive education, consulting, andresearch.

Strategies For Recruitment & Retention: How ToBe A Top Five Employer In The IT Industry

Dr. Lew Temares,CIO, University Of Miami

Code: General

In June 2006, Computerworld released its annualreport on the Top 100 Best Places To Work In IT. TheUniversity of Miami ranked number one for diversityand number three for training, career developmentand staff retention. It was also named number twooverall for the second consecutive year! Hot on theheels of these accolades comes this must-seesession! Join Dr. Lew Temares as he reviews the bestpractices he and his organization employs to run analigned and integrated IT department, staffed by ahighly functioning team! You’ll receive the informationyou need to recruit and retain your own motivatedstaff – and perhaps put yourself on Computerworld’slist for next year!

Computerworld describes Dr. Temares as “…a CIOwhose philosophy centers on free food, humor and afreedom to explore new technologies.”

The Global Impact Of IT Service Management

Brian Jennings,Chairman, itSMF International

Code: General

There has never been a time of greater growth in theworld of IT Service Management than now. Worldwideadoption rates for ITIL are climbing everywhere. Infact, some regions are experiencing double – andeven triple – ITIL certification growth year over year!And, as new regions come online and grow, it isessential that we all speak strategically with a singlevoice on a global basis. And this session is thestarting point! Be prepared to walk away with insightas to how we as an industry can develop theappropriate voice and use it to our advantage.

When first introduced, the Information TechnologyInfrastructure Library (ITIL) consisted of more than 40books. The books were rewritten several years ago –giving the Library a total of nine books. Now, ITIL isonce again undergoing a major refresh! The ninebooks will be reduced to five: Service Strategies,Service Design, Service Transition, Service Operationand Continual Service Improvement. The new ITILVersion 3 is scheduled for release in early 2007. Bethe first to take a look at the new content and learnabout the changes and enhancements.

The following speakers will provide overviews of the new books:

David Cannon, Service Operation Author & ITSM Practice Principal, HP

Gary Case, Continual Service ImprovementAuthor & Executive Consultant, Pink Elephant

Majid Iqbal, Service Strategies Author & Senior Project Scientist, Carnegie Mellon University

Vernon Lloyd, Service Design Author &International Client Director, FoxIT

Colin Rudd, Service Design Author & Managing Director, IT Enterprise Management Services Ltd.

George Spalding,Continual Service ImprovementAuthor & Vice President, Pink Elephant

Sharon Taylor,Chief Architect, ITIL Refresh & President, Aspect Group

David Wheeldon,Service Operation Author & Directorof Service Management,HP Education EMEA

The Next Five Years In ITIL Certification

Richard Pharro, Managing Director, APM Group

Code: General

In July 2006, the Office of Government Commerce(OGC) – the owners of ITIL – awarded the contract tooversee ITIL certifications worldwide to the APMGroup. And in 2007, ITILv3 will be released. Thesetwo unrelated events have rocked the IT ServiceManagement world! Do you want to betterunderstand how these issues may affect you? Thenattend this highly informative session. Here, you’lldiscover the very latest on future ITIL certificationplans. Will it be status quo or significant changes?Will your current certifications still hold valid? Willthey still be valued? Richard will tell you! As an addedbonus, he’ll also inform you all about certification asit relates to ITILv3.

The Stationery Office: So Much More To Know

Janine Eves, Publisher & Contract Manager & Mark Bush,Sales & Marketing Director, The Stationery Office

Code: General

The Stationery Office – or TSO – has been the solepublisher of ITIL for many years. Recently, theorganization was awarded the contract to continuepublishing the Library by the Office of GovernmentCommerce (OGC). This means that the TSO will havethe pleasure of publishing ITILv3! However, theorganization does more than just publish the library!And, this session focuses on those details. Attendand hear about how the TSO provides guidance onsuccessful program and project management, riskmanagement and IT Strategic Management. You’llalso hear first hand details about ITILv3 publicationdates!

TRACK 6: Getting Better: ITIL NextGeneration Authors In Their Own Words


Strategic Service Management: How ITIL GuidesThe Service Direction

Majid Iqbal,Senior Project Scientist, Carnegie Mellon University

Code: Beginner

Are you asking these key questions about your ITSM project?

Can I operate service management as a strategicasset that will not only create value for my customersbut also provide a return on investment?; am I losingmoney while trying to keep my customers happy?;why is my IT life filled with complexity, uncertainty,and choice?; why do my good decisions go bad?;what do I have to do to achieve long-term success indelivering services and value?; do organizationallearning and continual improvement play key roleswithin my organization?; how can ITIL help steer mein the right direction?

If you’re not, you should! Why? Because thesequestions are an integral part of any discussion aboutthe strategic approach to service management. So, ifyou’re interested in finding the answers to these –and other pertinent questions, attend Majid’sinformation-packed session. His personalunderstanding of ITIL – as well as his personalexperience co-authoring the ITIL v3 Service Strategiesbook will provide you with tons of value!

Making Service Management A Reality In AMulti-Sourced Global Environment

Chris Rogers,Director, Service Management, BP Digital & Communications,Technology Global Operations

Code: Beginner

How do you provide world class integrated IT servicesin a multi-sourced, global environment? That was thedilemma facing BP Digital & CommunicationTechnology Global Operations as it moved fromgeographically based delivery to global delivery. Theorganization’s solution: adopt ITIL based ServiceManagement. And, in this case-study based session,you’ll hear about challenges faced – and lessonslearned – when attempting to align people, processesand technology.

Additionally, Chris will detail why an ITIL adoption isnot just about process design; but how it’s also aboutmobilizing and motivating people to create athoughtful ‘personalization’ of the processframework. Finally, Chris will explain why it wasnecessary to step ahead of the market to make the

initiative successful as well as how the organizationachieved ‘collaboration with strategic control’ bytaking on a thin layer integration role and fostering anew engagement with suppliers.

Leadership Casebook: Finds From The Field

Jack Probst,Executive Consultant Pink Elephant


While building his reputation as one of the world’spreeminent ITSM consultants, Pink Elephant’s JackProbst spent a lot of time in the field working withmany CIOs and senior management teams.

This experience has provided him with a unique viewof what has worked well and what hasn’t worked sowell for countless organizations. Now, Jack is sharinghis finds from the field – without naming names, ofcourse! Join him for a fascinating conversation inwhich he imparts his knowledge about the right wayto approach complex, multifaceted ITSMimplementations. Don’t expect theory from Jack! Hepromises only concrete examples of good and badService Management in action.

Haven’t We Done This Before? The Configuration Management Journey At MetLife

Carlos Casanova,Director Of ConfigurationManagement

& Richard McGinty,Director Software SystemsEngineering, MetLife


Implementing Configuration Management is so muchmore than rolling out a new technology. It involvescultural, political, procedural and territorial changes –not to mention managing the complexity of existingdata sources that need integrating into theConfiguration Management process.

This fact-fueled session focuses on the excitingConfiguration Management journey undertaken byMetLife, a large financial services organization. Carlosand Richard will describe their organization’sapproach and tactics as well as how ‘Gold’ solved thedilemma of a multitude of data sources. As an addedbonus, they’ll talk about how decisions made severalyears prior to adopting ITIL impacted theimplementation of the Configuration Managementprogram.

Building The Yellow Brick Road: A Journey OfSuccess & Challenge

Dave Howard,National Business TechnologyManager, Toyota Financial Service

Code: Beginner

Do you ever get the feeling that you’re not in Kansasanymore? It’s true that undertaking an ITILimplementation can make you feel like you aresomewhere that doesn’t feel like home! But you canminimize that sensation by attending Dave’s highlyinformative – and down-to-earth – session. He’ll focuson Toyota Financial Service’s ITIL implementationjourney from inception to its current state. Along theway, he’ll discuss the successes, the challenges andthe lessons learned. He’ll also highlight his marketingstrategy and how the IT organization gained buy-in,allowing it to build that highly desirable yellow brickroad to IT and business alignment.

Developing ITIL & CMMi Processes Using Six Sigma

Lynnette Gleitz-Cull,Sr. Director, IT Process & Quality,Motorola


After careful analysis, Motorola, a globalcommunications leader (and originator of Six Sigma),set about developing ITIL and CMMi processes acrossits entire IT organization – definitely not a smallundertaking! The goal was rapid design andimplementation. Was the project a success? Find outat this revealing session. You’ll hear a first-handaccount of how developing a standard process was akey consideration; how Six Sigma principles ensuredconsistency and commonality across all ITIL andCapability Maturity Model Integration (CMMi)processes; how the project’s architects developed are-usable, scalable, and efficient models as well aslessons learned.

The CIO’s Guide To Demand Management



Some IT leaders still haven’t learned to work with thebusiness to manage demand for IT services. Are youone of them? Find out at the CIO’s Guide To DemandManagement. Here, Susan Cramm, former CIO andVice President of IT at Taco Bell – and currentexecutive coach – will lead you through a session thatwill evaluate the health of your demand managementmechanisms. She’ll also explain why demandmanagement is a cyclical process and how each step

TRACK 7: Here, There & Everywhere: ITSMIn Global Organizations

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sets up later stages for success. Additionally, she’llclarify why CIOs should not tell the business what itcan and cannot have. But rather, that CIOs have aresponsibility to ensure the enterprise gets the mostof its IT investments – all through a well-crafteddemand management system.

Global Practitioner Panel

Moderator:Char LaBounty,President, LaBounty & Associates

Code: General

Interested in ITIL and ITSM issues from a globalperspective? Interested in hearing how leaders intheir industries are tackling challenges and planningfor the future? Then, attend this highly interactivepanel discussion consisting of practitioners fromaround the world. This open forum facilitatesnetworking, exchange of ideas and sharing ofchallenges, experiences and successes. Plus, it’smoderated by Char LaBounty, one of ITSM’s leadingauthorities.

Successful Process Optimization Using Six Sigma & Agile At Capital One

Brian Dismore, Configuration Manager & Peter Somerville, Release Manager, Capital One Financial Services, Inc.


Now in the eighth year of its ITIL implementationproject, Capitol One, a Fortune 500 financial servicesprovider, is talking about its implementation successstories! And, what a story! Join Brian and Peter asthey highlight the organization’s quest to sustain aglobal, complex 24/7 environment that supportsmore than 100,000 configuration items and billions ofannual financial transactions. They’ll discuss thesecrets of designing and implementing processesusing Six Sigma and Agile philosophies as well as themethods used to optimize and mature the Change,Configuration, and Release Management processes.Additionally, they’ll outline how Capitol One used‘voice of the customer’ feedback to establish ITpriorities and gain organizational buy-in.

Good CIOs, Bad Choices



Good CIOs make bad choices all of the time. Most ofthese decisions aren’t fatal. However, they may be

painful from a credibility perspective and take a whileto overcome. There’s hope for CIOs everywhere – andher name is Susan Cramm! During her years as anexecutive career coach, she’s developed a frameworkthat enables CIOs to make better choices. Theframework focuses on understanding the CIOcredibility cycle and using it to diagnose ITcapabilities. As a result, CIOs can identify what theyneed to work on – and in what order – to continue tobuild credibility. If your credibility is important to you,Susan can provide you with the tools and tips youneed to ensure you never make a bad decision again!

Implementing Successful ITSM In A Global Organization

Mark Middendorf,Program Manager, IT Service Management, Cargill


You work for a global organization that’s about to rev-ITIL-ize itself. You understand all the theory and havebeen asked to lead the implementation. You findyourself wishing you had access to someone who’sbeen in your position to provide you with blueprintsand lessons learned. Well, Pink Elephant can grantthat wish! Join Mark as he discusses real-worldchallenges (some of them on-going) and approachesto implementing IT Service Management in a largeglobal organization. His discussion topics includebuilding and developing a global team; gaining buy-infrom upper management and process users; how toimplement consistent global processes; and theimportance of IT Service Management to the on-goingmanagement of IT.

ITSM At Merck: Implementing ChangeManagement In Three Phases

Vicki Chapman, Manager, Process Operations & Quality Management& Michele Morreale, Service Management Training Lead & Aldwyn Porter, Infrastructure Management, Senior Analyst, Merck & Co., Inc.


Implementing Change Management can yield manychallenges, especially within a global organization.But what are these challenges and how do youovercome them? In this fascinating session, you’ll gaininsight into the ups, downs and learnings experiencedby Merck, an international developer, manufacturer

and distributor of pharmaceuticals, as its ITprofessionals implemented Change Management.

Hear how Merck developed its Change Managementimplementation approach. Hear about the key stepsMerck took when deciding to adopt ITSM and ITILbest practices. Hear about Merck’s threeimplementation phases. Hear about the lessonslearned from Merck’s initiative. And when the sessionis over, you’ll have a chance to have three membersof Merck’s Change Management Team answer all yourburning questions!

Where Do I Start? The ITIL Service Improvement Plan

Gary Case, Executive Consultant & Scott Priest,Consultant, Pink Elephant

Code: Beginner

Where should our organization start whenimplementing ITIL? This is one of the most popularquestions Pink’s consultants are asked. The correctanswer is that there is no one best place to start – allsituations are unique and require a different plan.However, there is a right way and a wrong way toapproach and manage the decision making process.In this very revealing session, Gary and Scott willprovide practical advice and general do’s and don’tsfor planning and organizing the first steps of your ITILimplementation journey.

‘What We Have Here Is A Failure ToCommunicate’: The Essential Communications Plan


Code: Beginner

Are you the type of leader that suffers from thetalking-too-much-and-saying too-little syndrome?According to Professor Kotter – the world’s leadingauthority on leading change – this bad habit is one ofthe biggest mistakes leaders make whenimplementing change. According to his research,most leaders under communicate change vision andplans by a factor of 10 (even 100 and 1000!). And theefforts they do make to convey their messages are ofthe least convincing variety – emails and one-time-only speeches and presentations that lack

TRACK 8:Eight Days A Week: ImplementingITIL – The First Year


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imagination. Terry, a very seasoned and experiencedconsultant, will review the critical steps that arenecessary to develop an effective communicationplan and execute it successfully, providing several ITILspecific examples.

Avoiding Failure: A Step-By-Step Guide ToManaging A Successful Implementation


Code: Beginner

Why do implementations fail? This question has beenasked by IT practitioners time and time again. Simplydesigning or implementing new or updated processesdoes not always guarantee success. A number offactors could result in an implementation not meetingits objectives. However, if you look closely at failedprojects, a pattern appears. In most cases, failure iscaused by lack of attention to process enablers. Whatare process enablers? Attend this informativepresentation and find out. Along the way, you’lldiscover how to gain senior managementcommitment; how to get your project charterapproved; the benefits of the plan-do-check-act cycle;why having a Service Management champion cangive your project a boost; and how to use the cultureof your organization to your advantage.

The Genius Is In The Genesis: Creating The Team For ITIL Success


Code: General

The first year in an ITIL implementation project iscritical to its overall success. And, many ITpractitioners have discovered that one of the criticalcomponents for ensuring success is the creation of ahigh-performance team. What could be more simple?Yet, many IT executives struggle when it comes tocreating a team able to go the distance. If you’re inthis boat, Kirk’s insight-filled session will provide youwith the secrets to success.

Be prepared to leave this session with some veryclear and easy-to-replicate ideas of how to build orrebuild your own dynamic teams.

The ITIL Matrix: Roles & Responsibilities ForSuccessful Implementation


Code: Beginner

Establishing the right roles and responsibilities for amajor transformation project is an important activity.To ensure successful outcomes, roles and

responsibilities for such key roles as SteeringCommittee, Sponsor, Project Manager, ProgramManager, Process Owners, etc., must be well defined,formalized, documented, and effectivelycommunicated. Graham will provide a listing of keyITIL project roles together with a description for eachone. He’ll explain when each role is essential versuswhen it is not, and depending on the situation, howsome can be combined.

Managing Up: Getting Support For Your Initiatives

Scott Koon,Assistant Section Head, Midrange Engineering, Mayo Clinic

Code: Beginner

Do you know what can make the difference betweena successful IT initiative and a not-so successfulendeavor? In most cases, it comes down to seniormanagement support. But just how do you get theattention of these individuals? It depends on severalfactors, including the development of a high impactproposal.

Join Scott for an exhaustive session that focuses onthe techniques you can use to win seniormanagement’s support. He’ll also focus on criticalsuccess factors and how to use them to develop a‘can’t miss’ proposal. Finally, he’ll show you how tocreate a plan for introducing your proposal to seniormanagement.

After The Thrill Is Gone: Keeping Them Motivated

Kirk Weisler,Chief Morale Officer, Team Dynamics

Code: General

You have the right people. You have the right rolesand responsibilities in place. You’re doing all the rightfirst-year-of-implementation stuff. But somethingseems to be missing. After much thought, you realizejust what that missing link is. It’s the sense ofexcitement, enthusiasm, and emotional engagementso vital to the success of your Service Managementproject. If you have an excitement-challenged team,Kirk can help!

You’ll leave the session with insights to help you takeyour inspirational leadership skills – and your team’sengagement – to that elusive next level.

Three Steps To Ensuring Employee Process Compliance

Lisa Welsher, President & CEO, RightProcess

Code: Beginner

Organizations can only succeed if they startmanaging their employees to clearly defined

processes, policies and procedures. But, what exactlyis a process? What is a policy? What is a procedure? Ifyou asked a dozen people to define these terms,you’d most certainly receive a dozen differentdefinitions. As a result, it’s important that ITmanagers and process owners understand – andmanage – these concepts at the beginning of theirITSM projects.

Join Lisa for a thought-provoking session that focuseson a three step methodology for ensuring employeesthroughout your organization consistently complywith your processes. And, using these three simplesteps as guidelines, you’ll learn the differencebetween a process, a policy and a procedure. Equallyimportant, you’ll gain insights into how each stepensures employee compliance and how it all leads toyour ultimate goal – process maturity.

An Object-Oriented Approach To Configuration & Change Management

Neil Jon Harrington, Director, Data Center Facilities Operations,Office Of Information Technology,Brigham Young University


When Brigham Young University decided toimplement a Configuration Management Database(CMDB), project planners had no idea it would evolveinto what it is today: a robust system that assists inmanaging the Configuration and ChangeManagement processes with interfaces to theIncident, Problem, and Service Level Managementprocesses. Now, those project planners are talking!And what a story they have to tell! Attend this one-of-a-kind session and hear a first hand account of howBrigham Young’s overall system presents an object-oriented, web-delivered, authenticated, visualinterface to the CMDB.

Building A CMDB Using A Step-By-Step Approach

Malcolm Fry,Independent Strategic Advisor To BMC & Maria Ritchie,Director & Senior Consultant,AdvancIT Consulting Group


There are many publications focusing on ITIL’sConfiguration Management Database (CMDB). Thesepublications explain topics such as structure,

TRACK 9: A Hard Day’s Night: ImplementingITIL – Year Two & Beyond



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components, control item guidelines, recommendedattributes, preferred relationships and scope.However, there are few publications that explain in astructured manner how to build a CMDB. This sessionbridges that gap by providing you with a step-by-stepapproach to building a CMDB.

And the best part? The session takes its inspirationfrom a book called A Step-By-Step Guide To BuildingA CMDB authored by Malcolm and Maria! Overall,you’ll gain an in-depth understanding of how thestep-by-step approach works as well as how to buildyour own highly successful CMDB.

Successful Strategies For Implementing ITSM In Government

Joe Lithgo, Director, North Carolina Office Of InformationTechnology Services OperationalExcellence Program


If you’re looking for a real life ITIL success story, lookno further than the State of North Carolina, winner ofan unprecedented three awards from the NationalAssociation of State Chief Information Officers(NASCIO)! In spite of these accolades, implementingIT Service Management within the government sectorcan pose some unique challenges. Attend thisdynamic presentation and discover the lessonslearned by the State of North Carolina since it beganits ITSM journey in 2004. Joe promises to share hisorganization’s secrets of success, allowing you toimplement them once you return to work.

Configuration Management: Slow & Steady Wins The Race

Diane Allen, PMP, Senior IT Analyst & Bill Iffland, Enterprise Configuration Manager,Progress Energy


Configuration Management was one of the first ITILprocesses started at Progress Energy in 2003 and theorganization is still working on it today! So, how doyou maintain momentum and keep your ITorganization engaged when your processimplementation initiative is moving at the speed of atortoise? Join Diane and Bill as they share the secretsfrom their personal journey.

This session covers lessons learned while managingthe project and communicating status on a regularbasis. It also describes the methods Diane and Billused to establish an organization-wide ConfigurationManagement support structure and the introduction

of a Configuration Management Database (CMDB).Plus, you’ll receive a first-hand account of thebenefits they are now realizing!

Drank The CMDB Kool-Aid But Still Feeling Parched?

Rod Ward, Director Of ProductionSupport, Smart Systems For Health Agency Ontario & Maria Ritchie, Director & Senior Consultant,AdvancIT Consulting Group


Ontario Canada is transforming its healthcare system.One methodology used in the transformation is ITIL ITService Management. Now, well into theimplementation, it’s becoming clear that the ITbalance is shifting. No longer is IT consideredtechnology infrastructure implementers. They arenow ‘integrated e-health service providers’. Andrecently, the group was responsible for usingConfiguration Management to form a criticalcornerstone in the transformation.

This information-packed session focuses on how theorganization altered a traditional infrastructure recipeand updated it to change history. This session alsofeatures a panel discussion, so bring all of yourCMDB questions!

Integrating ITIL With The Software Development Process

Dhiraj Gupta,IT Manager, Progressive Insurance


This presentation focuses on several ITIL derivedplanning areas you should address as part of yoursoftware development process. By doing so, you’llenjoy a seamless deployment as well as smoothoperation throughout the life of the software. You’llalso understand why you should center yourattention on ‘manageable’ software applications; whyIncident Management isn’t enough when supportingyour software deployment and why ITIL best practicesrelative to your software development processes isbusiness critical.

Achieving Governance Through Business Intelligence For IT

David Chiu, Manager, ProductionImplementation & ProcessEngineering, BMO Financial Group


Fact: Organizations implement ITIL processes toimprove IT and business performance. Fact:Measuring your improvement is critical. Fact: Themetrics used to gauge the benefits of ITIL can beextracted from ITSM tools or the ConfigurationManagement Database (CMDB).

You have the facts, but just how do you use them toachieve governance or gain business intelligence?Join David for an educational look at how one ofNorth America’s leading financial institutionsimplemented several ITIL processes and achievedgovernance through business intelligence. Overall,David will discuss the approach BMO used to minedata stored in ITSM tools and the CMDB to improveorganizational performance; review data governanceissues and explain solutions to overcoming them; andhighlight best practice methodologies you can use tobuild dashboards and analytics reports. He’ll alsoprovide sample dashboards and reports todemonstrate key concepts discussed throughout thesession.

Effective Configuration Management: Leveraging The CMDB

Randal Locke, Technical Specialist, CA


In a world where managing configuration items isbecoming increasingly difficult, how do you knowwhat you need to manage? And, how do you know it?If you find yourself pondering these questions, attendRandal’s enlightening session. Here, he’ll outline thedifference between Asset Management, InventoryManagement and Configuration Management. He’llalso delve deep into the world of the ConfigurationManagement Database (CMDB), explaining what it is,how you can determine its scope and how toeffectively manage a Configuration Item (CI). And forthose craving an understanding about therelationships between CIs and the CMDB? Relax!Randal will explain that, as well as how to auditcritical changes to attributes within the CDMB. He’llcap off his discussion with an explanation about thedifferent roles involved in expertly managing a CMDBand how each role can affect change in your ITenvironment.

GOTCHA! Learning From The Unpredictable Nature Of ITSM

Padma Nunna,Director, IT Transformation, TIAA-CREF


By year two of an IT Service Management journey,there are lots of success stories. However, for everysuccessful project, there is at least one ‘gotcha’. Youknow a gotcha; it’s an experience where something


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Session Descriptionsyou have counted on catches you unaware and turnsa possible success into something you’d rather forget.

Join one of the industry’s most seasonedpractitioners, Padma Nunna, for an in-depth look athow to identify gotchas – as well as how to avoidthem. You’ll also receive tips on how to predict agotcha before it hits. This session will provide youwith dozens of takeaways that will ensure you arenever sidelined by a gotcha!

The Impact Of Server Virtualization On ITILProcesses

Michael W. Nowlin,Manager, Cross IndustryInfrastructure Solutions &Chris Ouellette,Senior Manager, Consulting Services, BearingPoint Inc.


Server virtualization technologies offer you appealingbenefits: lower costs, increased agility, better serviceand easier management. However, to realize thesebenefits, you must bring this new technology intoexisting operational processes and tools thatprobably matured in legacy environments. Bestpractices such as ITIL can provide you with afoundation for operational processes. The task ofadapting them to a virtual world, however, can bedaunting. This session will look at some of thechallenges you face when running a virtual serverenvironment, as well as discuss how you can leverageITIL to better manage those challenges.

Metrics: A View From The Top



Calling all CIOs! Do you know which kind of metricsyou want reported up to the top of your organization?Do you have a sense of what comprises a meaningful,strategic assessment? Do you know how to avoid the‘garbage in, garbage out’ measurement and resultstrap? If you answered ‘no’ to these three questions,we’re reserving you a seat at Anil’s session! Anil willfocus his time on providing you with details about themost meaningful ITSM measurements and how youcan translate the information you receive intomeaningful business results. Overall, the informationyou gain will help strengthen your toolbox of

leadership best practices!

Maximizing ROI In The New ITSM Reality



Once upon a time, IT Service Management – includingITIL – fell into the ‘nice to have if I have extra time andmoney’ category. Next, the ‘best practice to reduceinefficiencies’ movement caused ITSM models torapidly gain ground. Now, with SOX compliancegenerating redefined roles in IT, you’ve gone from the‘nice to have’ to the ‘must have by end of the year’period.

In this new compliance-related reality, are you able todemonstrate your IT department’s return oninvestment (ROI) to senior management? You can ifyou attend this timely and informative session thatwill demonstrate how the compliance endgame mayfinally be the engine that drives the ROI of bestpractices.

IT Capabilities & Financial Performance: Services Are The Foundation

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


It’s the tightrope on which you balance everyday: Youstruggle to improve the value your organizationobtains from your IT investments. Yet, gaining valuefrom IT requires more than just efficient technologyand people. Further, you must ensure your IT unitdelivers the right kinds of value to the right parts ofthe enterprise. It’s no wonder you’re stressed!Fortunately, Pink has a remedy. His name is Dr.George Westerman!

In this highly revealing session, George will sharefindings from a survey conducted with 1,400 CIOs.The survey examined how their IT capabilitiesimproved business efficiency, agility and financialmeasures. He’ll also showcase four core ITcapabilities and demonstrate how they enableenterprise agility and efficiency – and their relatedfinancial measures – in different ways. And, he’lldiscuss how effective IT leaders start by building asolid foundation of basic service delivery, thendevelop specific IT capabilities targeted to the kindsof financial performance their businesses need.

Bringing Outsourced Services Back In-House:Can You Do It Better & Cheaper?

Robert Barnes, Senior Vice President, JP Morgan Chase


In-sourcing can bring large savings to anorganization’s bottom line. It can also bring moreflexibility to change quickly as customers’ needschange. But wait, there’s more! In-sourcing canensure service level improvements are achieved at alittle-to-no-cost increase. Interested in hearing more?Then join Bob at this insightful session filled withunique perspectives about the benefits of bringing ITservices back in-house from an existing outsourcedsolution. Also included: A high-level discussionfocusing on the cost savings and serviceimprovements you can achieve by building a highperformance support desk.

ValIT: The New Gold Standard For DemonstratingThe Value Of IT Investments

Robert Stroud,COBIT Steering Committee, IT Governance Institute


The IT Governance Institute has developed a newgovernance framework. The name of this framework?ValIT. It’s goal? To help management ensure thatorganizations realize optimal value from IT-enabledbusiness investments at an affordable cost with aknown and acceptable level of risk.

This session provides you with everything you needto know about ValIT, including descriptions of itsguidelines, processes and supporting practices. Theknowledge you gain in this timely session will assistyou in understanding and deploying IT roles with anROI perspective. In the future, organizations will useValIT – based on COBIT – as the method for evaluatingevery major IT investment. Get your first look now!

There & Back Again: A Journey Of BenchmarkingIn The Financial Services Industry

Catherine McGregor, Department Manager Of ProcessSupport Services, BMO Financial Group & Stacy Prescott, Process Strategy Manager, Capitol One


Are you struggling with trying to measure your ITorganization’s performance? Do you wish there was aset of definitive metrics that provided specific valuesfor measurement? Do you look at the data generatedfrom your organization and wonder if you’re

TRACK 10: You Never Give Me Your Money:ROI & The Financial Realities Of ITSM


comparing apples to apples? Well, you’re not alone.And, this information-packed session can put you intouch with professionals who can help!

Overall, you’ll discover how a major financial servicesinstitution took on the challenge of definingmeasurement. In the end, its IT professionals agreedupon specific metrics and definitions for Incident,Problem and Change Management. Ultimately, thesemetrics changed the way their IT departmentoperated and made the return on IT investment morerecognizable within their organization.

Demonstrating ROI At Dell ComputerCorporation: The Lessons We Learned

Scott McAfee, Program Senior Manager, Dell Managed Services, Dell Computer Corporation


Nowadays, it seems as though everyone’s talkingabout IT Service Management and the importance ofmature IT processes. Yet with all the talk, one thingseems to be missing: the proof of return oninvestment (ROI). This begs the question – how doyou show ROI? Well, we have the answer!

In this absorbing session, you’ll hear firsthand detailsof how the world’s leading direct computer companynot only defined and measured the true cost ofservice processes but also how it analyzed andimproved these processes, ultimately reporting thecost savings. You’ll also gain valuable insight into theorganization’s cost benefit analysis and how itseparated hard from soft savings, as well as how itmeasured additional cost avoidance.

Understanding Service Costing Models

Troy DuMoulin,Director, Product Strategy, Pink Elephant


What does IT cost? This is a question asked in mostorganizations many times over, but more often thannot, there is no sufficient answer. Recent surveysindicate that senior corporate executives and ITleaders want better methods for measuring IT costsbased on service, rather than based on technologycomponents. However, this is often easier said thandone; because while many organizations say theywant to measure IT costs by service, they lack theability, tools or know-how to do so. In this revealingsession, Troy will cite key benefits of service-basedcosting, and provide an approach which describeshow to use a Configuration Management Database(CMBD) to apply a service-based perspective, insteadof a bottom-up technology costing perspective.

Seven Tips For Implementing Change Management


Code: Beginner

Change Management sounds great in ITIL theory butmany organizations struggle with it – even though allinvolved appreciate the value it can bring. In fact, acommon complaint voiced by many well intentionedIT managers is that Change Management can bedifficult to implement and manage because of itsperceived bureaucratic procedures. This results inmajor resistance to a control culture and what cansometimes be unfriendly processes. These pitfalls canbe overcome! Once they are, the benefits are feltalmost immediately and prove well worth the effort.Bill is a seasoned IT consultant and in this insightfulsession, he’ll draw upon his in-depth experience tooffer seven very helpful tips for effectivelyimplementing and managing Change Management.

What Every IT Leader Needs To Know AboutOrganizational Change


Code: General

Professor John Kotter from Harvard Business Schoolis considered the world’s foremost authority on howto lead and implement major change. In fact, he hasconducted extensive research involving hundreds oforganizations and has identified common factors ofwhy organizations struggle to implement change –especially cultural changes. And what did he find? Hefound many similarities for the reasons why someprojects failed, while others succeeded.

Join Harpreet for an insightful session that providesan overview of Kotter’s Eight-Step Change Model.She’ll also explain how you can use this modelsequentially during the life cycle of an ITIL project.And, she’ll provide several examples of what senior ITmanagers should know about change and culture –as well as what to do to ensure successful outcomes.

Best Practices For Implementing ITILService Support Processes

Glen Notman,Managing Consultant, Pink Elephant

Code: Beginner

You can achieve many quick wins simply by startingITIL implementation projects with the operationalprocesses. Do you want to take advantage of thesequick wins? Then attend Glen’s informative session.He’ll also use his vast amount of ITIL and IT supportknowledge to provide practical advice as well asgeneral do’s and don’ts for planning and organizingthe implementation of an ITIL focused Service Deskalong with Configuration, Incident, Problem, Changeand Release Management. The session will include aQ&A period, so don’t forget to bring your questionsand issues!

Root Cause Or Root Canal? ITIL ProblemManagement Takes Away The Pain

Jim McKennan, Senior Consultant, Pink Elephant

Code: Beginner

Picture this: Your customers are persistently callingyou because IT systems are continually down. Youbreak out in a cold sweat every time your phone ringsbecause you know it’s just more complaints. What doyou do? Well, you must seek to understand the rootcause of your organization’s IT incidents. But first, youshould attend this session. Through enlighteningdiscussions, you’ll discover what you need to do toidentify and solve problems and known errors beforeincidents occur. You’ll also learn the inputs to theProblem Management process as well as its majoractivities. And, the best part is that you can apply thisknowledge immediately upon returning to the office.

What It Really Takes To Implement ProblemManagement To A ‘Control’ Level

Scott Priest,Consultant & Gary Case,Executive Consultant, Pink Elephant

Code: Beginner

There’s a major problem with Problem Management!Many IT managers think that they have their ProblemManagement process to a ‘Control’ Level of processmaturity when in fact they don’t! The real problem isthat these IT organizations are not ‘going all the way’to implement key activities. Join Gary and Scott in thisvery revealing session to find out what it really meansto be in ‘control’ of this key service support process,and if you’re not at the desired level, you’ll learn whatactivities, inputs and outputs are necessary to getyou there.

TRACK 11:I Want To Hold Your Hand: PinkUniversity – ITIL Boot Camp

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The Heart Of The Matter! ITIL ConfigurationManagement Pumps Life Into Every Process

Jennifer Wels, Senior Consultant & Glen Notman,Managing Consultant, Pink Elephant

Code: Beginner

You gotta have heart! And with ITIL, the heart isConfiguration Management! In fact, ConfigurationManagement is one of the most necessary, yetchallenging processes to implement. If implementedcorrectly, it will provide critical information about thelocation of assets and how they facilitate or impactdelivery of IT services. If you’re looking for practicalguidance about Configuration Management, thissession is a must for you! After, you’ll have athorough understanding of what you need to makeyour implementation a success.

What It Really Takes To Implement ReleaseManagement To A ‘Control’ Level

Anil Dissanayake,Executive Consultant &Mark Hamilton,Education Consultant, Pink Elephant

Code: Beginner

Introducing a change in software, hardware ordocumentation within your organization involvesintegrating people, processes and technologies toachieve optimal performance. In today’s fast-pacedenvironment, though, developing, testing andreleasing changes occur faster than ever before. As aresult, there is a higher degree of failure. This failure,of course, has a negative impact on your business.

If you want to minimize negative impact, Anil andMark’s session will provide you with everything youneed to know about implementing successful ReleaseManagement.

Best Practices For Implementing ITIL ServiceDelivery Processes

Anil Dissanayake,Executive Consultant & Mark Hamilton,Consultant, Pink Elephant

Code: Beginner

While many IT organizations start their ITILimplementation journey at the operational level withthe Service Desk and five ITIL Service Supportprocesses – Incident, Problem, Change Release andConfiguration Management – there comes a timewhen the decision is made to focus on the five moretactical and strategic level delivery processes. Thereare unique challenges when tackling this group andthe implementation of these processes requires aslightly different approach. Mark and Anil will drawupon their vast practical experience and in-depthknowledge to provide practical advice, and generaldo’s and don’ts for planning and organizing theimplementation of Service Level Management,Financial, IT Service Continuity, Availability andCapacity Management. This session will include aQ&A period so bring your questions and mostpressing issues.

Under The Hood: Could Availability, Capacity & ITService Continuity Actually Be Risk ManagementIn Disguise?



Today’s reality is that if IT stops, then business stops!The availability and reliability of applications, systemsand technology directly impacts internal and externalcustomer service, as well as the overall reputation ofthe business. There are numerous cost and qualitybenefits to having well structured processes in placefor Availability and Capacity Management, and ITService Continuity – all of which contributesignificantly to an overall effective risk managementprogram. The good news is that ITIL’s IT ServiceManagement Process Model includes guidance forthe best practices needed. In this session, Jack, whois a highly experienced IT practitioner as well as avery knowledgeable process consultant, will providevaluable insight into the right way and wrong way toapproach the business complexities associated withrisk management and these key service deliveryprocesses.

Building The Ultimate Service Organization

Brian Price, Senior Consultant, &Troy DuMoulin, Director, Product Strategy, Pink Elephant


In planning and organizing your ITIL journey you’veconsidered many elements, such as process mappingand development, tool selection and deployment,metrics and continuous improvement. What ismissing? If you guessed the human element, you’reright! In fact, the single biggest factor that cancontribute to your success is people – their roles,responsibilities and accountabilities. In this highlyinformative session, they will provide several learningpoints about what needs to be carefully considered tosuccessfully design an ITIL/ITSM enabledorganization structure.

Creativity & Team Building

Paul Saltzman,President, Sunrise Films

Code: General

A Pink Elephant Exclusive!

Not only is Paul Saltzman an Emmy-award winningproducer and director, but he’s also a senior executivewith a track record of project management success.And, in this entertaining and informative session, he’llshare his best practices for managing the peopleaspect of long-term projects. This includes hiswinning formula for dealing with – and disciplining –the egos of prima donnas! It also includes histhoughts on meeting deadlines and budgets. Overall,you’ll walk away with an understanding of how tocreate positive outcomes, how to keep the passionburning within your teams for long haul and how tobring out the absolute best in people! You may evengain some insights about what life is actually like onthe T.V. set!

The Key To Transitioning Process ImprovementFrom Project To Production



Often overlooked in many IT Service Managementprocess improvement initiatives is how to move anewly defined IT Service Management process from aprogram – or project – environment into production.This move has its own set of challenges and if notproperly planned, there is risk that all yourorganization’s hard work will be viewed as less thansuccessful. So, if you want to ensure your success,this session should be first on your list!

Overall, this high-octane session was developed toprovide you with the key action items you mustaddress to ensure a successful transition toproduction. This includes an understanding of thespecific roles and responsibilities that must be inplace as well as a discussion about tool training,continuous process improvement and ongoingcommunication.

TRACK 12: The Long & Winding Road: PinkUniversity – Advanced ITIL Concepts

30



ESP For IT? Enterprise Service Planning Makes IT Happen



As demands increase, so do the expectationssurrounding an IT department’s ability to managemore complex service architectures and varioussupport tools. At the same time, there is a continuingneed for increased IT and business alignment. Then,add governance to the ever increasing list of ITresponsibilities. Soon, it appears as though ITprofessionals will need ESP to maintain visibility onall the activities and measures required to effectivelysupport business!

We can’t help you gain ESP, but we can offer you aninformative session that focuses on the keyintegration points surrounding IT and businesssupport tools and how these points connect to createan Enterprise Service Planning toolset.

ITIL Best Practices Meet Service-OrientedArchitecture (SOA)

Bill Irvine,Executive Consultant,Pink Elephant


SOA is a design blueprint for the IT architecture of thenear future. Built on open standards, SOA providesthe strategic IT direction businesses need to becomemore agile and responsive. SOA is also causingorganizations to think seriously about how theyassemble business systems out of common parts.This takes a bit more thought and investment in thebeginning. However, it eventually enablesorganizations to build systems faster as the inventoryof reusable parts grows.

Join Bill for an illustrative look at SOA and it’s link toITIL. You’ll also receive information that will assist inpositioning your organization for successfulimplementation and ongoing management of SOA.

Embedding The Change: How To Ensure AdoptionOf ITSM Processes

Gary Case,Executive Consultant & Brian Price,Senior Consultant, Pink Elephant

Code: General

One of the most difficult aspects of change is to‘freeze’ new approaches and processes. The problem

is that often old cultures are hard to eradicate.However, change isn’t fully implemented until youmake the new culture ‘stick’. So, the leadershipchallenge becomes how to successfully anchorchanges firmly in the corporate culture.

Major transformations, such as the implementation ofITIL’s IT Service Management Process Model, aresometimes held in place solely by a project team, aguiding coalition, a change champion, the initialenthusiasm over improvement efforts, or even less. Itmay not seem that way. You may think that you havebuilt a sturdy ITIL house, yet not noticed that thewalls are being held in place only by a constructioncrew. Eventually, the crew leaves and gravity takesover. Everything starts tumbling down because theculture isn’t there to support the building!

To successfully implement ITIL best practices, it’scritical that senior IT managers and project leaderstake very deliberate steps to firmly cement newService Management attitudes and norms into theorganization’s culture. Gary and Brian will explain thesignificance of culture, and provide several examplesof how to firmly anchor ITIL best practices to makechange stick.

ITIL, Measurement & Business Intelligence: TheTrifecta Of The ITSM Race



Information is power, but information is useless if itlacks actionable insight or is confined to operationalranks. In addition, too much information onlydistracts us from gleaning what is truly important—and what we need to know in order to makeintelligent business decisions. In this session, Jackwill discuss business intelligence – what it is andwhat IT leaders need to know about it – and thevalue-added metrics that can be obtained from keyITIL processes. Many IT organizations suffer from acurrent state of poor business intelligence visibility –many actionable metrics stay hidden without findingtheir way up the line to other areas of the business –including the executive ranks. Find out how todevelop and execute an action plan that enables IT tocontribute key metrics to corporate businessintelligence gathering processes.

Bring your most pressing questions and problems toour ITIL Clinics! Through focus groups and roundtablemeetings, you’ll receive numerous opportunities tolearn from Pink’s expert consultants, industry expertsand experienced practitioners – all in a less formalsetting than other conference presentations andgeneral sessions. These open forums facilitatenetworking, exchange of ideas and sharing ofchallenges, experiences and successes.

Technology Panels

Char LaBounty, President, LaBounty & Associates

Moderated by Char LaBounty, these paneldiscussions feature an interactive discussion withleaders from the technology industry, including BMC,IBM, infra and Mercury. If you work in the technologysector, these experts can provide you withinformation and lessons learned from their ownexperiences. Bring your questions and prepareyourself for a lively discussion!

TRACK 13: Got To Get You Into My Life: ITIL Clinics

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Revolutionize Your IT Operation!Use the world’s most popular IT Service Managementprocess model – ITIL – as an enabler to improve ITperformance.

Participate in Pink Elephant’s programs and learn how toturn IT into a true, value added business partner. You’lllearn a proven approach for:

• Reducing IT costs

• Improving alignment between IT and other business processes

• Eliminating ‘silos’ by integrating key IT processes

• Strengthening lines of communication

• Instilling a service and business culture

• Improving bottom line results

Benefits Of ITILITIL provides guidance for:

• Improved quality of service provision

• Improved bottom line

• Cost justifiable service quality

• Services that meets business, customer and user demands

• Documented roles and responsibilities

• Integrated, centralized processes

• Ties to ISO 9000, and now the new ISO 20000 certification is based on ITIL

The guidance provided in the books is relevant to all organizations: public or private, large orsmall, centralized or distributed. Today, ITIL represents more than just books. It has generatedan entire industry that includes training, certification, consulting, software tools and tradeassociations.

CertificationITIL includes a certification program based on the content of two books: Service Support and Service Delivery.

Pink Elephant’s highly successful approach to education, consulting and ATLAS includes the application ofIT Infrastructure Library (ITIL) – the best practice framework for IT Service Management.

The Office of Government Commerce (OGC) in the UK developed ITIL in the mid 1980s. Put simply, ITIL is aseries of books that outline a comprehensive set of best practices for IT management, which includes the ITService Management Framework.

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What Is ITIL?

Practitioner Level


Get Certified In IT Service Management!Having technical competence is no longer enough. IT organizationsmust focus on service by adopting a business and systematicapproach to managing day-to-day operations.

Today’s IT practitioners must have an understanding of thebusiness and service processes needed to succeed. Technicalcertification alone cannot get IT professionals the perspectiveneeded.

Transform your IT organization into a true, value added business asset!

Learn what it takes to successfully integrate key IT processes. ITILgives guidance on how to take a holistic, process-based and fullyintegrated business approach to IT service management.

Looking for the answer? Look no further!

Use this chart as a handy reference to help you determine whichcourses are best suited for your situation.

Area Of Focus CertificationCourse

Foundation Certificate In IT Service Management (this is aprerequisite for Practitioner and Management Certification)

ITIL IT Service Management Essentials Details the concepts, terms, definitions, goals, benefitsand relationships within the 10 core ITIL Service Supportand Service Delivery processes, plus the Service Deskfunction.

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Certification Path

Foundation Level

COBIT Foundations Examines in detail the 4 domains of COBIT, how theframework helps guide overall IT governance and control,and how it integrates with other best practice frameworks.

Certificate of completion is awarded by InformationSystems Audit and Control Association

ITIL Practitioner: Configuration, Change & Release Management

Focuses on the interdependent processes ofConfiguration, Change and Release Management.

Practitioner Certificate in IT Service Management: ITILPractitioner Release & Control

ITIL Practitioner: Service Desk, Incident &Problem Management

Focuses on the interdependent processes of Incident andProblem Management, plus the Service Desk function.

Practitioner Certificate in IT Service Management: ITILPractitioner Support & Restore

ITIL Practitioner: Service Level & FinancialManagement

Focuses on how to effectively budget, cost and charge forIT services with SLM and Financial Management.

Practitioner Certificate in IT Service Management: ITILPractitioner Agree & Define

How To Define & Document Processes &Procedures According To ITIL Best Practices

Examines how to re-engineer and improve IT businessprocesses to increase efficiency and reduce costs in yourIT department.

Practitioner Certificate in How To Define & DocumentProcesses & Procedures According To ITIL Best Practices

Measuring, Reporting & Improving The ITInfrastructure According To ITIL Best Practices

Provides practical methods for measuring and reporting ITresults from a business perspective.

Practitioner Certificate in Measuring, Reporting &Improving The IT Infrastructure According To ITIL BestPractices

Establishing & Managing IT ServicesAccording To ITIL Best Practices

Offers guidance on designing, implementing, andmanaging a fiscally responsible IT organization.

Practitioner Certificate in Establishing & Managing ITServices According To ITIL Best Practices

How To Use Knowledge Management ToSupport ITIL Best Practices

Reveals how Knowledge Management is essential to manyaspects of IT Service Management.

This is a non-certification course

How To Create A CMDB According To ITIL BestPractices

Explores the Configuration Management Database (CMDB)in depth as a critical resource for almost all other ITSMdisciplines.


How To Create A Service Catalog According ToITIL Best Practices

Provides insight on how the Service Catalog, and its role indefining IT services, helps to achieve greater alignmentwith the business.


ITIL Service Manager The most comprehensive ITIL certification courseavailable, covering how to apply, manage and analyze ITILprocesses in your organization.

Manager’s Certificate In IT Service Management

The Strategic Road Map For IT ServiceManagement

Offers guidance on building a vision and strategy for ITService Management, with consideration given to IT andcorporate governance.


Management Level

In addition to certification courses, Pink Elephant offers a series of non-certifcation courses.

ITIL IT Service Management Essentials is a detailed introduction to the concepts, terms,definitions, goals, benefits and relationships within the core IT service managementprocesses and function, according to the ITIL best practice framework.

Based on principles described in ITIL’s Service Support and Service Delivery books, thiscourse focuses on taking a holistic approach to IT service management through the useof processes, their respective relationships, and workflows. This course also preparesparticipants for the examination leading to the Foundation Certificate In IT ServiceManagement, the prerequisite for the Practitioner and Management levels of ITILcertification.

An independent examination body facilitates and marks the examination, which isscheduled on the last day of the course.

Pink Elephant

Is The

World

Leader

In ITIL

Education

Who Should AttendAnyone working in IT services requiring more information about the ITILbest practice framework.

PrerequisitesThere are no mandatory prerequisites. Work experience in IT services is recommended.

BenefitsAfter attending, participants will understand how ITIL processes can improveIT operations. In particular, participants will:

• Understand ITIL’s five operational processes, single function and five tactical processes

• Comprehend the main activities of each process• Be aware of key ITIL definitions• Understand the scope and operation of an ITIL compatible Service Desk• Be prepared to take the Foundation Certificate in IT Service Management

examination

Curriculum Introduction to ITIL:

• Structure of the library• ITIL’s key concepts and objectives• Overview of ITIL certifications: Foundation,

Practitioner and Service Manager• Outline of relationships between the

ITIL processes

Detailed descriptions of the goals, benefits, challenges, managementreporting, and interfaces of the five operational processes and the Service Desk function:

• Service Desk• Incident Management• Problem Management• Configuration Management• Change Management• Release Management

Detailed descriptions of the objectives, benefits, metrics, challenges,management reporting and interfaces of the five tactical processes:

• Service Level Management• Financial Management For IT Services• Availability Management• Capacity Management• IT Service Continuity Management

Examination60 minutes; 40 multiple-choice questions; closed book.

Certification CriteriaAn independent examination body awards the Foundation Certificate In ITService Management after participants receive a passing grade of 65% on the examination.

ITIL IT Service Management EssentialsFebruary 15-16 & 22-23Course Fee: $1,395

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Pre- & Post-Conference Workshops

Get Certified!


For complete course descriptions, visit www.pinkelephant.com


COBIT FoundationsFebruary 14-16Course Fee: $1,695

Control Objectives For Information And Related Technology (COBIT) is a set of best practices forIT management created by the Information Systems Audit and Control Association (ISACA) andthe IT Governance Institute (ITGI) in 1992. COBIT provides managers, auditors, and IT users witha set of generally accepted measures, indicators, processes and best practices to assist them inmaximizing the benefits derived through the use of information technology and developingappropriate IT governance and control in a company.

This course will cement your understanding of how COBIT can improve IT operations andsupport IT governance issues. It will also ensure you understand the levels of security andcontrol necessary to protect your company’s assets through the development of an ITgovernance model.

Who Should Attend

Business Process Owners, Business Process Consultants, Senior IT Managers, IT Consultants and IT Support Professionals

Measuring, Reporting & Improving The ITInfrastructure According To ITILBest PracticesFebruary 14-16Course Fee: $1,695

The Strategic Road Map For IT Service ManagementFebruary 15-16Course Fee: $2,095

Defining a vision and strategy for IT Service Management is a major undertaking. You’ll need tounderstand how to leverage various business models and standards, such as ITIL, COBIT, ISO20000, Six Sigma and the Balanced Scorecard, to ensure compliance with IT – and corporate –governance requirements. Of course, it’s not all about compliance, you’ll also need to ensureyour vision and strategy directly supports business and IT objectives. The Strategic Road MapFor IT Service Management will provide you with all the initial information and guidance you’llneed to make decisions about what can and should be done within your IT ServiceManagement program – and your overall organization.

Who Should Attend

CIOs, VPs and IT Directors; IT Service Management Program Sponsors and Champions; IT ProcessDesigners, Business Analysts and Systems Analysts; IT Consultants and IT Project Managers

This course provides you with information about improving the overall performance of your ITinfrastructure using key activities defined within the ITIL IT Service Management processes.You’ll also learn about methods for measuring and reporting IT results from a businessperspective. Upon course completion, you will be prepared for the examination leading to PinkElephant’s Practitioner Certificate In Measuring, Reporting & Improving The IT InfrastructureAccording To ITIL Best Practices.

Who Should Attend

IT Managers, Supervisors and Team Leaders, Project Managers, Network Managers, WebsiteManagers, Application Developers, Service Desk Managers and Service Level Managers.

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ITIL Practitioner: Configuration, Change & Release ManagementFebruary 12-16Course 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 togetherConfiguration, Change and Release Management processes to achieve those two goals.

This course also prepares you for the examination leading to the Practitioner’s Certificate In ITService Management – ITIL Practitioner Release & Control. Pink Elephant is globally accreditedto provide ITIL education for the certification program.

Who Should Attend

Process Managers and Process Coordinators for Configuration, Change and ReleaseManagement, IT Managers, Supervisors or Team Leaders, Network Managers, WebsiteManagers, Application Developers, System Managers and Service Desk Staff

ITIL Practitioner: Service Level Management & Financial ManagementFebruary 12-16Course Fee: $3,295

ITIL Practitioner: Service Desk, Incident & Problem ManagementFebruary 12-16Course Fee: $3,295

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 willlearn how to link together Incident and Problem Management processes with the Service Deskfunction to achieve those two goals.

This course also prepares participants for the examination leading to the Practitioner’sCertificate In IT Service Management – ITIL Practitioner Support and Restore. Pink Elephant isglobally accredited to provide ITIL education for the certification program.

Who Should Attend

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

This course will teach you how to apply ITIL best practices when defining services, andmanaging service levels and relationships with both internal and external providers. Learn howto effectively budget, cost and charge for IT services. And because ITIL focuses on integratingkey processes – as well as enabling a stable IT environment – you will learn how to link togetherService Level Management (SLM) and IT Financial Management for IT Services to achieve thosetwo goals.

This course also prepares you for the examination leading to the Practitioner’s Certificate In ITService Management – ITIL Practitioner Agree & Define. Pink Elephant is globally accredited toprovide ITIL education for the certification program.

Who Should Attend

Process Managers and Coordinators for Service Level Management and Financial Managementfor IT Services, IT Managers, Supervisors or Team Leaders, Network Managers, WebsiteManagers, Application Developers, System Managers, Senior Service Desk Staff

NEWCOURSE!



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How To Define & Document Processes & Procedures According To ITILBest Practices February 14-16Course Fee: $1,695

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 youon the path to successfully implementing the ITIL best practice framework.

This course also prepares you for the examination leading to Pink Elephant’s PractitionerCertificate in How To Define & Document Processes & Procedures According To ITIL BestPractices.

Who Should Attend

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

Beyond The Help Desk: How To Design, Build & Manage An ITILService DeskFebruary 15-16Course Fee: $1,395

How To Create A Service Catalog According To ITIL Best PracticesFebruary 15-16 & 22-23Course Fee: $1,695

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 howtechnology is assembled into services and utilized by the business. The definition andpresentation of these services should be presented in a structured portfolio within theenterprise IT Service Catalog.

Who Should Attend

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

An excellent Service Desk is a critical IT Service component. This pre-conference session is afast-paced, interactive way to explore what it takes to design and develop a Service Desk into a successful business entity. This simulation puts you in the center of the action, with the power to make or break your company’s business. You will work with and compete againstothers as you experience all the challenges of building and operating a Service Desk withoutthe actual risk.

Who Should Attend

Anyone charged with creating or improving a Service Desk; New Help Desk or Service DeskSupervisors, Team Leads, or Managers; Senior Help Desk or Service Desk staff interested inleadership or administration; IT Administrators interested in learning more about the ITservice ambassadors

NEWCOURSE!

NEWCOURSE!Only Offering

This Year!

For complete course descriptions, visit www.pinkelephant.com


Pre- & Post- Conference Workshops©

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Teambuilding – It’s Vital To Your ITILFebruary 15-16Course Fee: $1,395

Learn how to apply teambuilding best practices and processes today! Perfect ITIL processes andbest practices plus poor teamwork = mediocre measurements and disappointing levels ofpersonal engagement, motivation and morale. ITIL addresses the best practices and processesaround technology, this workshop addresses those same principles around people and howthey interact. Designed specifically for Pink Elephant conference participants, this workshop isboth fun and interactive and allows participants to better understand just what good teamworkis and how to influence it.

Who Should Attend

All IT Managers, Process Owners, Project Managers, Service Level Managers and anyone who is interested in creating a more positive, more powerful and more connected team with greater results

How To Create A CMDB According To ITILBest PracticesFebruary 15-16 & 22-23Course Fee: $1,695

Configuration Management is one of the most necessary but difficult processes to implement ifyou want to achieve a high level of maturity in IT Service Management. The ConfigurationManagement Database (CMDB), if implemented and managed correctly, provides a criticalresource for almost all other ITSM disciplines. However, there are many obstacles to negotiateand pitfalls to avoid, so good guidance is essential before you attempt this most importantproject.

Who Should Attend

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

NEWCOURSE!Only Offering

This Year!

NEWCOURSE!

Pre-Conference Workshops: Date Fee

ITIL IT Service Management Essentials Feb. 15-16 $1,395

COBIT Foundations Feb. 14-16 $1,695

How To Define & Document Processes & Procedures According To ITIL Best Practices Feb. 14-16 $1,695

Measuring, Reporting & Improving The IT Infrastructure According To ITIL Best Practices Feb. 14-16 $1,695

ITIL Practitioner: Configuration, Change & Release Management Feb. 12-16 $3,295

ITIL Practitioner: Service Desk, Incident & Problem Management Feb. 12-16 $3,295

NEW! ITIL Practitioner: Service Level Management & Financial Management Feb. 12-16 $3,295

NEW! How To Create A Service Catalog According To ITIL Best Practices Feb. 15-16 $1,695

NEW! Beyond The Help Desk: How To Design, Build & Manage An ITIL Service Desk Feb. 15-16 $1,395

NEW! Teambuilding - It’s Vital To Your ITIL Feb. 15-16 $1,395

NEW! How To Create A CMDB According To ITIL Best Practices Feb. 15-16 $1,695

NEW! The Strategic Road Map For IT Service Management Feb. 15-16 $2,095

Post-Conference Workshops: Date Fee

ITIL IT Service Management Essentials Feb. 22-23 $1,395

NEW! How To Create A Service Catalog According To ITIL Best Practices Feb. 22-23 $1,695

NEW! How To Create A CMDB According To ITIL Best Practices Feb. 22-23 $1,695


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Information & Registration

Conference LocationPink Elephant’s 2007 conference will be held at thebeautiful Venetian Hotel in Las Vegas – one of theworld’s highest-rated hotels. A block of rooms isreserved for attendees at a special rate of US $239per night. To obtain this special rate, attendeesmust book before January 8, 2007 and makereference to Pink Elephant. Book early. Rooms are limited. Contact the hotel directly at 1-877-883-6423 and ask for the Hotel ReservationDepartment. Room rate is subject to availability.

Regular FeeThe regular fee is $1,795. All fees are in US funds.Payment must be received with registration.

Discounts and/or specials cannot be combined.

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

Team DiscountsBenefit from the power of teamwork! Register andpay for multiple conference registrations from thesame organization, the first two registrations areat full fee and every additional conferenceregistration is 10% off.

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

Pink Elephant must receive a cancellation inwriting ([email protected]) no laterthan 15 business days prior to the event startdate. You will receive a refund minus anadministration fee of $250. Refunds for this eventare not available after 15 days prior to the eventstart date. Participants who cancel after this datewill receive credit towards another Pink Elephantevent or workshop, less an administration fee of$250. Note that all course credits are valid for sixmonths from cancellation date.

No ShowsNo 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, Mondaythrough Friday. Or, e-mail us [email protected].

To RegisterChoose one of the following options:

• Phone: 1-888-273-PINK

• E-mail: [email protected]

• Online: www.pinkelephant.com

ITIL AwardsSend in your nominations!

There are many ITIL success stories out there, and we wantto hear them.

Pink Elephant is now accepting nominations for ITIL ProjectOf The Year, and ITIL Practitioner Of The Year – both theseawards are presented annually at our conference torecognize individual and corporate commitment to ITIL andIT Service Management best practices.

• ITIL Project Of The Year

Recognizes an organization that has demonstratedsignificant commitment to ITIL best practices withinvolvement of certified staff.

• ITIL Practitioner Of The Year

Recognizes an individual who has shown commitmentto ITIL best practices, continuous improvement andquality principles.

Submissions are due by December 15, 2006 and must besent to George Spalding at [email protected] www.pinkelephant.com for more details aboutqualifications, and submission criteria.

On-Site Conference MaterialFor your convenience, all conference session documentation will be availablevia a password protected site fromFebruary 7 - March 23, 2007. You mayuse this documentation to preview session proceedings and plan your timeat the conference. You will also receive a documentation CD-ROM in your conference bag when you arrive at theevent. Please note there will be no on-site printing facilities at the conference; therefore, if you want paperdocumentation, please print off the sessions you wish to reference beforeyou arrive.

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



IT Service Management Conference & ExhibitionCONTINUING THE ITIL JOURNEY: ALL YOU NEED IS L.O.V.E.The Venetian • Las Vegas February 18 - 21, 2007

Pink Elephant’s 2007 conference will be held at the beautiful Venetian resort in Las Vegas – a mega property, renowned for its world-classshopping, canals and gondolas, gourmet dining,and spectacular shows, including the newlyopened Phantom Of The Opera.

Don’t miss this opportunity to attend theindustry’s largest, most respected ITSMconference at one of the world’s most exciting locations!

5575 North Service RoadBurlington, Ontario L7L 6M1

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



IT Service Management Conference & ExhibitionCONTINUING THE ITIL JOURNEY: ALL YOU NEED IS L.O.V.E.The Venetian • Las Vegas February 18 - 21, 2007

Pink Elephant’s 2007 conference will be held at the beautiful Venetian resort in Las Vegas – a mega property, renowned for its world-classshopping, canals and gondolas, gourmet dining,and spectacular shows, including the newlyopened Phantom Of The Opera.

Don’t miss this opportunity to attend theindustry’s largest, most respected ITSMconference at one of the world’s most exciting locations!

5001 LBJ FreewaySuite 700Dallas, TX 75244

11th annual international itservice management conference ... itsm07.pdf · the largest, most...

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