Breakout Sessions

Breakout Sessions

Monday, October 1

Rise 'n Shine Sessions

7:30 am - 8:30 am

Lou Hunnebeck, DXC Fruition

Track: Advanced Service Management

Who is the “customer” anyway?  As service providers, our focus is on the relationship with our customers and delivering value to them in the form of services. We’ve been pushing this mindset in ITSM for years to drive excellence and professionalism into how we do what we do.

Often, however, in the zeal to adopt professional, customer-oriented ways of working, IT has extended the Customer – Service Provider relationship principle to other relationships, including relationships inside IT.  The server team treats the application team as a customer.  The network team becomes a customer of the infrastructure group.

When IT delivers a service instead of a collection of bits and pieces, they are focused on bringing their expertise in technology to solving a business problem, not an IT problem.  Can extending the customer-service provider relationship to other kinds of relationships muddy these waters?

In this session, we will discuss the pros and cons of this expanded approach to defining the customer.  We’ll talk about potential rewards, risks and mitigation strategies and highlight keys to making the decision on how to proceed in your own organization.

Paula Maattanen, Cognizant

Track: Capitalizing On Your Service Management investment

Have you planned or just started your ITSM tool selection or implementation in your organization? How have you planned to collect the requirements of the ITSM tool, or, how did you select the ITSM tool?

With this presentation, we can help you to identify if there are still areas which you could improve and continue during the ITSM tool selection and implementation process.

Three takeaways:

  • Beneficial hints for the journey
  • Identify the common pitfalls during the ITSM tool selection and implementation
  • How to avoid these pitfalls?
Gregory Hill, Acuative

Track: Performance Improvement

Ticket systems contain records of incidents, problems, changes and service requests. These records can provide an invaluable trove of information about the performance of the service operation processes (Incident, Problem, Change, & Request Fulfillment). Unfortunately, many organizations are not positioned to fully utilize their ticket system data due to gaps in how the data was gathered, analyzed and reported.

Attend this session and learn sound strategies and practical steps to implement techniques to quickly identify, correct, enhance and deliver ticket data analytics and reporting to provide operations with process visibility and control. The session presents real-life examples drawn from case studies showing before and after capabilities and results.

Valerie O'Hara, Mercy

Track: Capitalizing on your Service Management investment

The presentation will provide real life advice, incorporating ITIL Best Practices, into setting up Problem Management. The presentation will uncover and discuss the challenges that Problem Management faces while trying to work aside other ITIL processes, and spotlight the successes we've had when we overhauled our Problem Management Process philosophy. 

Kathryn Howard, Visual Explanations

Track: IT Performance Improvement

Has your organization embarked on the digital transformational journey? Have your service delivery/support practices hit a wall with capability to support it.  Yesterday’s reactive break/fix approach cannot meet growing business demand.  Predicable sustained service must evolve to a state of continual improvement and innovation. Continual Service Improvement is a process in its own right, applicable across the 4 service management domains of Process, Service, Function and Lifecycle.  Formalising CSI activities and establishing a CSI board with a charter enables us to:

  • Balance keeping the lights on AND transitioning Agile, DevOps or Waterfall designed services
  • Maximize service portfolio business value
  • Accommodate and integrate the growing number of service providers and cloud-based solutions.

An integrated CSI function can apply a service management profiling model to maximize value with enough governance over associated risk. The profiling approach combines ITIL’s CSI plus COBIT’s Quality, Risk and Innovation processes to build, monitor and guide a formal model. CSI governance equips you to embrace IT service delivery and support demands with the end in mind – continuously transitioning new improved services with assurance, agility, innovation and managed risk.

To remain relevant we do not have a choice–CSI is not optional!

Donna Knapp, ITSM Academy

Track: DevOps

Both IT service management (ITSM) and DevOps are at critical crossroads. As enterprises strive to speed innovation and deliver on digital business initiatives, IT organizations are undergoing a transformation. Join us to hear about the top issues facing enterprise IT organizations in 2018 as they strive to modernize their ITSM processes, scale their DevOps practices and handle the associated culture change. Learn the latest on the ITIL® research program and about newly introduced approaches such as VeriSM.

Breakout Sessions

10:15 am - 11:15 am

Rick Joslin, Joslin & Associates

Track: Advanced Service Management

Explore the Knowledge Centered Service Management (KCSM) strategy that goes beyond the integration of ITIL and KCS. Knowledge is more than resolutions to incidents and answers to questions. Expand knowledge to enable a service catalog, convert OLAs to actionable guidance, and enable problem detection. Position knowledge as the center of your service management strategy and move from responding to incidents to a strategy that focuses on eliminating them using data driven analytics.

Kevin Jones & Scott Wieder, TekSystems Global

Track: Organizational Change and How to Keep the Lights On

This presentation rejects the academic and theoretical approaches often associated with OCM to focus on the business benefits and risk mitigation that proper OCM guidance provides to ITSM projects presented by seasoned ITSM/OCM professionals. Today,  we streamline the OCM conversation to focus on your overall goals and objectives: No Death by PowerPoint, No Buzzword Bingo and No Theoretical Application; just the key OCM elements that you are going to need in your ITSM toolbox.

We will cover the topics in ways to appeal specifically to ITSM practitioners; OCM Essentials and Proof Points.

3 Levels of OCM, CMMI type OCM Maturity, Critical Success Factors, Impacts of Sponsors, Proof Points, Basics of OCM, Our Five Pillars of OCM, Sponsor Management, Stakeholder Management.

Resistance Management, Learning Management, Reinforcement and Sustainment, Focus Areas of OCM Execution.

Change Delivery Lifecycle, The Benefits and Value of OCM, Benefit Drivers, Human Factors of Change Adoption, ROI, Resistance to Change (R2C), What is Resistance, Proactive R2C Management.

Please join us as we help you bridge the dangerous OCM gap that has stymied too many otherwise successful ITSM programs.

Phyllis Drucker, Linium

Track: Starting Your IT Transformation

Many organizations have mastered incident management, with good, solid processes and service level agreements. They even excel at managing major incidents. Yet, the customer experience in reporting incidents remains untouched: you either call the issue into the service desk or report every type of incident using the same general form in the service portal.

What if there was a better way? This is a tactical session that will demonstrate how an incident wizard can take the general incident form and transform the user experience by combining knowledge and troubleshooting steps into the incident reporting process in a way that helps them self-resolve many common problems. In a more mature state, the manual wizard can be even more automated and user friendly using chat bots who ask the same questions your service desk does.

The concepts involved in this session can help the organization achieve a higher level of self-service while empowering the shift-left movement and driving efficiency and cost savings at the service desk.

Sample incident wizards and a demonstration of using chat bots to support the self-resolution incident design will be the heart of the session and included in the slides.

Andrea Kis, Deloitte

Track: Emerging and Strategic Technologies

In this digital era where new, niche players appear on the market alongside with well-established long running providers, the role of technology vendor management needs to be shaken up not just stirred.

It needs innovation, new tools and a refreshed identity to be able to stand up to the requirements of organisations who have evolved and stepped into the digital era.  The way business operate, their ever expanding and changing eco systems, the existing SIAM models consisting of multiple vendors need a Vendor Management function which is fit for their digital strategies and able to handle the disruption and their ever expanding ecosystems.

In this presentation, Andrea is going to introduce a perfectly shaken cocktail of challenges faced by Vendor Management and the solutions offered; ideas and examples for Digital Vendor Management, including the improved role of Vendor Managers.  Andrea will share examples of exciting tools available on the market, which should be in the toolkit of any Vendor Manager, Contract Manager and Service Manager who has a strong involvement in working with multiple vendors.

Dale Landowski, Cask

Track: Capitalizing on your Service Management Investment

In this session, we’ll challenge the way you think about IT Service Management (ITSM) and the strategic linkage to IT Financial Management (ITFM) that will provide your organization the key to unlock the promises and expectations associated with your investments in ITSM. This includes less understood concepts in both the ITSM and ITFM frameworks that lead to new capabilities that can elevate your organization from a cost center to a business partner and will change the dialog you have with your customers from “why does IT cost so much” to “we’d like to buy more of that.”

We’ll start with some clarification around the nature and strategic importance of the Service Portfolio and what constitutes fully functioning services that will be a game changer for your organization. We’ll also look at how to link your portfolio of services to cost models with a clear value proposition for your customers. We’ll also provide guidance on value paths that lead to better strategic alignment with your customers and business partners.

Troy DuMoulin, Pink Elephant

Track: IT Performance Improvement

The Lean principle of Jidoka teaches us that we cannot govern or improve what we do not see or understand. If you are a Project Manager or a Scrum Master, you know very well that your project teams constantly seem to be pulled away from high-value work based on unplanned demand or production issues. Undoubtedly, you will certainly be able to relate to the quote, “The tyranny of the urgent always takes precedence over the good and the necessary.” Most organizations simply don't realize just how much “unplanned work” is negatively impacting their ability to deliver business objectives on time and on budget.

Join Troy DuMoulin, VP of R&D at Pink Elephant, as he presents his thoughts on effective Service Portfolio and Project Management (PPM) practices. Troy will explain why it’s critical to integrate PPM with other Service Management and Lean Visual Management practices in order to build transparency into the amount of unplanned work your project teams are facing in order to gain the critical knowledge needed to minimize the disruptions of un-planned work on customer value delivery.

Alma Miller, ACMillerConsulting

Track: Cyber Security and Risk

The penny is the smallest unit of American currency. But the cost to manufacture a penny is more than it’s worth. The simple cost-saving solution would be to eliminate the penny from American currency. But that solution, while naively simplistic, can become very complicated. I think that same issue occurs in organizations trying to implement large scale changes.

There is a myth that organizations don’t like to change and evolve. And that is just not true.  I have never been in an organization that was not excited about rolling out ITIL and experiencing all the benefits that come along with it. No one wants to get left behind and become obsolete, so change has started becoming second nature. The problem is how we change. Through my experience, I have seen time and time again three key factors that are ignored when introducing ITIL to an organization. They are:

  • The message gets lost in translation
  • Avoiding ownership of the change for fear of labeling and decisions
  • Enthusiasm to solve non-problems

My presentation examines these three phenomena and how they are embedded in organizational change, and how practitioners can navigate around them in order to be successful.

Erika Flora, Beyond20

Track: DevOps & Agile

The speed with which IT organizations are expected to release innovative products is nothing short of breakneck these days. To stay competitive, a growing number of organizations have embraced Agile and DevOps philosophies. But what about stability? Breakneck innovation doesn’t matter if your process breaks with every release. Stability is ITIL’s territory, and it can work seamlessly with Agile and DevOps to take organizations to new heights.

Mark Thomas, Escoute

Track: Cyber Security and Risk

In the IT Governance environment, there are multiple frameworks, models and standards to choose from. A challenge for most organizations is simply understanding what all of these are, and which ones are applicable or appropriate for them. Some common questions include: If we’re using ITIL, should we consider COBIT?  How do ISO standards fit into my model? Should I be using Project Management models if I already use COBIT?

In this insightful presentation on frameworks and standards integration, explore the many models that are available today:  what they are, how they fit, and why choose them. Most importantly, we will learn how integrate several frameworks to create a more holistic approach to leveraging multiple best practices under a single model.

Breakout Sessions

11:30 am - 12:30 pm

Thorsten Manthey, TCS

Track: Advanced Service Management

How to Bridge the Information Gap between IT Strategy and Day-to-day Process Execution via Strategic Process Roadmaps!

This presentation is about bridging the gap between the IT Strategy and the day-to-day process execution by having the Process Owner create a Strategic Process Roadmap.

The role of a Process Owner is to look at their process from a strategic and long-term perspective and to develop a three-year Strategic Process Roadmap that is aligned with the IT and ITSM strategy. The Strategic Process Roadmap will drive tactical process improvement initiatives that are aligned with the overall strategy.

Detailed roadmap templates and a workbook will be provided to attendees. The same strategic roadmap concepts can be used for Service Owners and Platform Owners when they are developing their three-year Strategic Roadmaps.

Thorsten Manthey has implemented multiple ITSM governance frameworks for both large fortune 50/100 companies and smaller organization where the Strategic Process Roadmaps (i.e. Process Owners) have been the “bridge” between the operational/tactical day-to-day activities and the ITSM and IT strategy.

Andy Atencio, City of Greenwood Village

Track: Organizational Change and How to Keep the Lights On

When an organization begins the journey of applying ITSM to the support processes they quickly learn it is an exercise in organizational change. The organizational change brought about by the ITSM journey will directly impact your IT and business cultures. It will most definitely change your IT organization’s personality if it is done correctly.  When a large organization travels the ITSM journey there are usually committees and budgets, project plans and supporting consultants. How does a small technology support organization do ITIL? In many cases it is done without budget, without dedicated project staff, and not a committee to be found. Through hands-on experience the presenter will help attendees connect the dots of ITSM transformation with organizational change by leveraging people.
Join the speaker as he helps organization IT Leaders understand:

  • How to define and change the organizational personality to include the comments of ITSM that are valuable to the organization
  • Thinking of ITSM as a culture shift instead of a technology shift will change the attendee’s paradigm to an understanding of applying ITSM
  • The lofty goal of this session would be to change the way attendees consume the remainder of the conference.
Erma Fritsche and Debbie Bird, University of Cincinnati

Track: Starting Your IT Transformation

Join us on the next leg of our expedition as we climb aboard the Tug Boat Transition and enter the Chamber of Change and discover how we "do change thoughtfully."

Turning tricky corners of risk assessment where things better add up, ducking under floating floorboards of priority where missing a step could land you in Major Incident Mayhem, and checking out what is lurking behind the hidden doors revealed only by completing the preparation checklist!

The key to entering the chamber is in process design coupled with an AGILE approach to Service Management. Dare to take on CSI for Incident Management & Request Fulfillment while gearing up for Change Management Process design and begin the work of Service Catalog Management and sustaining all simultaneously.

From the desk of our Tug Boat Transition, get an amazing view of organizational change management as process improvement projects positively impact daily living at the University of Cincinnati.

Peter Adams, BMC Software

Track: Emerging and Strategic Technologies

The Internet has been awash with articles about the advances of artificial intelligence and machine learning (AI/ML). It is presented as a set of technologies that will disrupt most industries and domain areas, including the ones that are dominated by “knowledge workers” (e.g., legal, journalism, IT) and that have been safe from the impacts of automation so far. Customer Service is one of the most commonly named domains for the use of AI technologies such as Chatbots and Natural Language Processing, and from there the mental leap to IT Service Management is a very small one.

In this presentation, we examine the intersection of AI/ML and IT Service Management, calling it Cognitive Service Management, because we think it has a significant enough impact on ITSM discipline to give it a label on its own. First we explain what Cognitive Service Management is. Then we list some common usage scenarios, such Chatbots for customer support or machine learning for auto-categorization of incidents. Afterwards we present our view of what the benefits and risk are of Cognitive Service Management. And at the end we share some thoughts how companies can roll out Cognitive Service Management effectively in their organization.

Bob Roark, NuAxis Innovations

Track: Capitalizing on your Service Management Investment

Organizations adopt frameworks and best practices in an attempt to guarantee the quality of their services agreed with their clients. The government environment is equally, if not more, focused on this necessity, because they need to provide IT transformation in a way that facilitates service management in a better, faster AND cheaper way.

In this session, Bob Roark will present a real-world case study and the related experience of the adoption of ITIL best practices in the government IT support area and how applying the ITIL framework continues to result in more accurate, faster delivery, and reduced costs of services, ultimately resulting in greater perceived value and user satisfaction.

Jennifer Dell-Ernstrom, NetApp

Track: IT Performance Improvement

Assessing Knowledge Management success through compelling metrics is tricky but essential. How do you show increases in operational efficiency, self-service usage, and organizational learning? Knowledge Base use in an organization matures over time and the metrics focus needs to address this evolution. There are many challenges, such as many possible Key Performance Indicators (KPIs) related to Knowledge Management processes and activities, and the need to provide multiple Support teams with meaningful metrics to assess Knowledge Base success. The challenge is to cut through all the noise and focus on metrics that align to organizational goals and tell a compelling story. I will provide some guidance on metrics development based on maturity level and show example dashboards.
Key Takeaways:

  • Identify appropriate metrics based on Knowledge Management process and tool maturity
  • Develop a metrics roadmap that captures successes as your program matures
  • Example Dashboards for Knowledge Management processes and Support teams
Matt Scott, American Courier

Track: Cyber Security and Risk

Let’s face it, reducing Cyber Security risk can be expensive. Organizational leaders must decide how much to spend on IT security infrastructure and resources. The CEO is looking at ROI and protecting the organization. The hackers are constantly reinventing and changing their attack vectors. How do IT managers keep up?

In this fun and interactive session, the speaker will dive into these questions and more. We will look at how to build an effective business case for protecting your organization and how to balance cost and security.

Kanika Tolver, Brand DMV, Inc

Track: DevOps & Agile

Digital transformation is the reworking of the products, processes and strategies within an organization by leveraging current technologies.

But, a digital transformation journey needs a staged approach with a clear roadmap, involving a variety of stakeholders, beyond silos and internal/external limitations using DevOps and Agile best practices. The audience will learn how to deploy digital products and enterprise systems faster to increase customer value using DevOps and Agile principles.

Julie Mohr,

Track: Emerging and Strategic Technologies

As we progress as a society from the knowledge economy through the disruption economy, our customers are becoming more vocal about what they want and need from their service providers. No longer are customers willing to put up with bureaucratic and lethargic global enterprises who are slow to change and create unnecessary friction for the consumer. Customers are voting with their currency, choosing Uber over taxis, Amazon over the department store, Airbnb over hotels, and Netflix over the network TV station. If we are not careful in IT, we will also become extinct. We need to develop strategies that innovate, reduce friction and stop waiting for our customers to come to us. And knowledge is the key to our success.

Robert Stroud

Track: Cyber Security and Risk

There is one constant in all our lives – change!

Change is accelerating, driven by new and existing competitors and disruptive technologies which are fueling innovative business models across every vertical from banking to public services. To succeed with innovation at speed, IT organizations must accelerate their release velocity - and do it with greater quality, security, and availability! Enter DevOps!

For many organizations, the transition starts small, in a single team or a new project with cobbled together open source solutions, with security often an afterthought. To scale effectively, deploying daily or hourly or even more frequently, requires organizations treat security and risk as a first-class citizen, not an afterthought. Security and risk processes must be tightly integrated into all aspects of the development, deployment and operations lifecycle.

Robert will share market trends, tips and techniques to incorporate security and risk into the complete lifecycle. Robert will identify traps and roadblocks teams often experience, discuss approaches and actions to help you facilitate a smooth, and swift, transformation, incorporating security and risk across the compete software development and deployment lifecycle.

Breakout Sessions

3:00 pm - 4:00 pm

Lou Hunnebeck, DXC Fruition

Track: Advanced Service Management

The work of Service Design and Service Transition as represented in the ITIL service lifecycle seem to bump into and even overlap with the work of project management. While organizations want to produce better results from their projects, they struggle to bring together their Service Management Office (SMO) methods with that of their Project Management Office (PMO).

Can’t we all just get along?

In this session we’ll discuss the relationship between projects and service design/service transition and how they both link with the Change Management process.  We’ll review practical methods for connecting and aligning these critical functions.  Topics include:

  • Why the coordination of service design and service transition is one practice
  • How these practices intertwine with project management
  • How these practices intertwine with release management and change control
  • How to develop your practices for service design & transition coordination
  • Pitfalls to avoid
  • Opportunities to take advantage of

Attendees will hear a story of one organization’s journey – a work in progress to learn from.

Elizabeth Fortunato, Administrative Office of the US Federal Courts

Track: Organizational Change and How to Keep the Lights On

We started our change journey in 2014 with a siloed support desk and help desks spread throughout the organization. We were facing declining budgets, more work, and a workforce that was planning for retirement in the next 5 years. How did we turn it around? What was our approach?

Organizational change seems so easy when you read it in a book. Just focus on the people, process and tools. What could be so hard about that? Ummm....everything!

Come hear about our journey and how it never stops. Change is ongoing and we are still evolving.  Learn about how we use 'flare' and the 'red stapler' for helping us stay encouraged and focused.

Learn how to laugh and have fun during the very challenging and difficult process of organizational change or as I have always said, "Learn how to Turn the Turtle Over".

Chuck Spencer, Flycast Partners LLC

Track: Starting Your IT Transformation

As an ITIL Expert and Lean Six Sigma Black Belt, I am often asked, "Should we implement Lean IT or ITIL? The answer is neither Yes or No but “Both." In this presentation, we are going to discuss how one actually complements the other and why both are needed to effectively implement Service Management in your organization.


Randy Steinberg, Concurrency

Track: Emerging and Strategic Technologies

The IT management landscape is rapidly changing. The role of IT is rapidly changing from a primary focus on engineering solutions and services to that of integrating them across many service providers. In addition, many services and tasks are moving up and out of the traditional data center and into the business. The traditional role of IT as sole service provider is evolving towards that of capability within a service supply chain network that no longer operates from ’inside-out’ but ’outside-in’. This is driven by rapid changes in emerging technologies, how services are delivered and a drive towards digital transformation. How should IT organizations meet these challenges? What operating models, practices and principles should be employed?

Join this session to learn how VeriSM meets these challenges with an evolving service management approach that works from the organizational level, adopting a range of management practices in a flexible way to deliver products and services in this digital age.

Jessica Alfaro, Acuity, Inc.

Track: Capitalizing on Your Service Management Investment

IT-centric businesses continue to seek out ways to maintain service availability and reduce mission disruption despite the processes, tools, and data available to them.  Organizational information is at their fingertips, but it’s not centralized, organized or easy to report, so they continue to struggle to achieve a true ITSM integration.

In this session, ITSM expert Jessica Alfaro from Acuity addresses common technical and cultural roadblocks to situational awareness in IT organizations and best practices for achieving a break through.

Business managers will review the Service Knowledge Management System (SKMS) concept and how they may use it to enable enterprise situational awareness, reduce downtime, and gain the knowledge needed to make proactive decisions regarding the health of critical IT services.

By the end of the session, attendees will have learned how to:

  • Recognize internal sponsors and champions who can help to break down cultural silos and share "tribal" knowledge.
  • Identify critical components and tool integrations to build a useful SKMS (e.g., Configuration Management System (CMS), CMDBs, ITSM system, event monitoring, reporting, and dashboard solutions).
  • Determine the proper processes and training required for successful adoption.
  • Understand how the SKMS can be used as an authoritative source for populating operational dashboards.
Sanjeev Kumar NC, Freshworks

Track: IT Performance Improvement

Organizations are investing so much in Self Service portals only to find that users prefer calling and email the service desk. Self Service portal adoption continues to be a problem in IT. How do we change the perception about the Service Desk with our customers and ensure we give them a consumerised experience?

It can start with a mindset change. This presentation will explore the possibility of approaching service management with a selfless mindset, focusing primarily on self-service. Sanjeev will show us simple, actionable things that you can take back and immediately implement in your Service Desks for an improved customer experience. Sanjeev will share his own customer support experiences such as travelling in the London Underground and draw insights from that to be applied in the Service Desk world.

Key takeaways from the talk:

  1. Understanding concept of Need/Effort to drive user behavior
  2. Simple, Actionable items across the self service portal to boost user experience
  3. Learn to notice the small things that we otherwise ignore
Larry Wilson

Track: Cyber Security and Risk

This session will share with attendees the fundamentals of the NIST Cybersecurity Framework (NCSF) and the UMass NCSF Controls Factory™ Model.

The session is targeted at IT and Business professionals who need a basic understanding of the NIST Cybersecurity Framework in the context of cybersecurity risk management.

Jayne Groll, DevOps Institute

Track: DevOps & Agile

Leading a digital transformation requires transformational leaders. Leaders who inspire their teams, who can think strategically and even disruptively. Leaders who value people over automation and who recognize that success is measured by the creation of value to the end customer.

Every IT leader can become a DevOps transformational leader with the right mindset and skillset. This session will explore the characteristics, competencies and culture of successful DevOps leaders. Topics will include designing for DevOps, organizational considerations, skilling T-shaped people and value stream mapping as a critical tool.    Practical tips and examples from real life organizations will be highlighted. The session will end with advice for getting started.

David Mainville, Navvia

Track: DevOps & Agile

DevOps & Agile means different things to people. To some, it’s all about tools and technology, while to others, it’s about improving processes.  At our company, it has become the rallying cry for organizational change. We embarked on our journey in 2016 as a way to evolve from an "ITIL and waterfall" mentality to one that was more flexible and productive. We saw it as a path towards “better alignment across teams,” “enhanced agility,” “higher quality” and the “elimination of waste.”

Join me as I recount the story of our journey. I'll highlight the lessons learned, discuss the practices we've kept and the ones we've discarded, then I'll lay out the course for where we are headed in 2019 and beyond.

Tuesday, October 2

Rise 'n Shine Sessions

7:30 am - 8:30 am

Angelica King, Supervalu

Track: Organizational Change and How to Keep the Lights On

Whether you are a leader by choice or by position, a consistent focus on personal development will improve your leadership skills. This will be an interactive session where we actively discuss key leadership lessons from books. I’ll bring ideas of books that are excellent for your leadership development. You can also bring ideas to share with the group. You may be surprised at what we discuss. If you are “not a reader” I will also share key points from some of my favorite leadership books.

James Finister, Tata Consultancy Services

Track: IT Performance Improvement

Organizations spend inordinate amounts of effort creating and collecting metrics. They spend much less time making sure those metrics have an actual impact on the delivery of outcome based value.

Drawing on experience from across many sectors this sessions looks at how metrics can be used to tell a compelling story, and how , through effective communication, they can act as a catalyst for change.

Paul Buffington, Atlassian

Track: DevOps and Agile

In a world of digital transformation and DevOps, the way that service teams work is rapidly evolving. Is your IT organization at a crossroads, trying to understand how to adapt?

In this session, we'll consider lessons learned from enterprise customers. We'll share best practices best practices that helped them evolve to lean and agile ITSM, without abandoning the value of ITIL. No matter your current tools or process, we want to share insights you'll find valuable.

Our session will cover proven approaches and best practices for:

  • Self-service and 'shifting-left' to deliver greater value to customers
  • Knowledge-centric support that's accelerates learning and helps your team make better decisions.
  • Organization of IT work in visual boards or cards to improve information flow
  • Improvement incident response to major outages
  • Better communication, investigation, recovery, and learning through break down of MTTR
  • Post Incident Reviews for service improvement.

The shift to proactive Problem Management that's better connected with development teams

By harnessing these core principles, you can change the future of work for your Service teams. 'Do the right things', instead of 'doing things right'.

Kristie Magowan, IT Chronicles

Track: IT Service Improvement

Technology workers have historically been poor communicators. This session aims to give practical advice to improve this essential skill. The workforce has changed dramatically, we are now dealing with digital natives who are not scared of technology, hiding behind technospeak will no longer work. Customers often only come to their IT team when they have exhausted their own avenues of support. Developing a culture of open and effective communication will encourage them to come to your first.

The first key skill is how to actively listen to your customers, using the best cues to encourage sharing of all critical information. Secondly, we will look at how to talk to your customers, judging their level of technology knowledge in order to speak at the right level. During this part we will use some role play to emphasize both good and poor communication. Finally, I will provide useful resources that can be used to improve communication efficiency and develop a healthy relationship with your customers.

Vendor Awareness Sessions

7:30 am - 8:30 am

Vincent Geffray, Everbridge

Vendor Awareness Session

Track: IT Service Improvement

In today’s world, a majority of support center organizations still rely on spreadsheets and spray-and-pray emails to entire teams to communicate major incidents. During this session, Vincent will share the eye-opening results from various surveys on the state of incident management and how the lack of response automation hurts business and negatively impacts employees’ work-life balance.

Join Vincent, and:

  • Learn how your organization compares to industry benchmarks as it relates to cost of IT downtime per minute, time to respond, number of major incidents
  • Understand why quickly engaging the right team of IT experts is a hard thing to do
  • Understand the mechanisms that lead to a call storm and learn how to prevent it
Vesna Soraic, Micro Focus

Vendor Awareness Session

  • Machine learning based automation enables meaningful engagements and service desk that employees like to use.
  • Analytics helps in understanding employee interactions and process effectiveness – leading to dramatic improvements in IT efficiencies.
  • Social collaboration fulfils employees’ desire for more flexibility and agents’ need for agility.
  • You will also hear why container technology gives you the freedom from vendor lock-in.

Breakout Sessions

10:15 am - 11:15 am

Michele Hovet, KSM Consulting

Track: Advanced Service Management

IT organizations spend a tremendous amount of time on service delivery and projects. But how do you know if you have really gotten to the right outcome for the customer engagement or project?  Applying the concept of empathy to your interactions leads to better service delivery. Often times we focus on processes, steps, tactics but don’t apply the human element. When empathy is the starting point – the ability to see things from another’s perspective – a better experience and resolution appears, and so does a delighted customer. Come hear how you can consciously start every interaction with empathy which to me is the heart of ITSM.

Mojgan A. Amini, UC San Diego, IT Services

Track: Organizational Change and How to Keep the Lights On

Fun and particle physics might not be the first things that come to mind when you talk about process improvement and Lean Six Sigma (LSS). However, at UC San Diego it is, thanks to Process Palooza. A day-long conference and competition, Process Palooza showcases process improvement using LSS. An integrated and meaningful experience, Process Palooza is helping change our campus culture by bringing together non practitioners and practitioners alike to share, learn, compete and network. Open to the entire UC community, conference participants share their LSS experiences, measureable impact, challenges and success while competitors race against the clock using LSS to improve real business processes. And what about particle physics? Come and learn about Process Palooza - how we break down barriers to participation, engage communities of practice, bring campus leaders onboard, build meaningful partnerships and how we are packaging it for others to adopt as we continuously improve Process Palooza.

Patrick von Schlag, Deep Creek Consulting

Track: Starting your IT Transformation

Service Models have been used in ITSM disciplines to describe the potential usage patterns and to provide hints to the capacity requirements of IT services for many years. With the advent of digital transformation comes a dramatically improved opportunity to use a more sophisticated approach to service modeling that will create better buy-in and ongoing commitment from your customers and help set and manage expectations in how we design, build, deliver, and improve services over the long run. Agile practices? DevOps? Big Data? Cloud? LEAN? Automation? Yes to all, and much, much more! Join us to discuss how alignment of management disciplines, financial models, development and hosting practices, resource management, and value of delivery can create transformative results for your organization. This program will be run workshop-style and attendees will be asked to create a value-stream map of one of their organization’s processes. Come ready to implement VSM in a practical way!

Kaimar Karu, itSMF Estonia

Track: Emerging and Strategic Technologies

Cynefin (meaning 'habitat' in Welsh) is a sense-making framework, developed by Dave Snowden, and used for improving situational awareness and helping with decision-making by managers and hands-on professionals in various industries, including IT. The framework differentiates between ordered and unordered systems and introduces five domains (simple, complicated, complex, chaotic, and disorder) that make it easier to identify the best next steps in any (challenging) situation. The session introduces the basic concepts in Cynefin and describes its applicability to IT management and ITSM.

Doug Rabold, CPS Energy

Track: Capitalizing on your Service Management Investment

How often has your Change Manager, your Service Delivery Manager -- or worse, your CIO -- observed that there just seem to be far too many Emergency Changes? How many of those "emergencies" were truly hair-on-fire moments? How many were simply administrative or governance failures? As Service Delivery Manager I found that my company had a large proportion of "emergencies" that fit the latter category. To address this in the annual review of our Change Management process we more clearly defined what constitutes an emergency change, implemented a new type of RFC, layered in governance to the change process and held change owners more accountable for accuracy.  As a result, in only six months we reduced emergency changes by approximately two-thirds and all changes that previously would have been categorized as emergencies by nearly half. If your organization struggles with too many RFCs being classified as "emergencies" this session is for you.

Jay Nesselroad, Vantiv now Worldpay

Track: IT Performance Improvement

Knowledge Management, regardless of approach, ultimately should contribute to change in the organization.  Given a KM system and an ITIL system (integrated or not), then there certainly exists data that can be utilized as a driver for organizational change.  My question is what does data science offer to interpret this data we have?  Can we use AI to find clusters of incidents that represent an underlying issue?  What do the descriptive statistics about a distribution of solutions to a problem cluster tell us?  Can we go beyond good searching and begin to proactively recommend not an article, but an entire pathway of resources to bring about resolution?  And how do we monitor, and learn from, self-service?  What do edge cases that fall out of the norm tell us?  This presentation will lay out a generalized data structure based in ITIL and KCS and build out some prescriptive analytics based on the data structure that may guide our way forward.

Matt Hooper, Ivanti

Track: Cyber Security and Risk

Somehow in the age of optimizing IT services, we have completely disconnected ITSM from ITAM and ITAM from Security. With IT Asset Management sitting in a finance function, and Security reporting into its own functional CISO, Service Managers are somehow expected to maintain governance and compliance for IT operations. Organizations are spending more time trying to improve quality, reduce costs and enhance security measures, but no one seems to be talking to each other. When exactly did it become a good idea to silo these functional areas and separate them from the ITSM disciplines? In this session, industry veteran Matt Hooper will walk through the operational realities of why ITAM & Security need to come back into the fold of governance provided by the disciplines of ITSM. We will walk through the interrelationship of Asset Management, Access Management, Identity Management and Risk Management, and how critical it is to unify these functions.

Michael Orzen, Mike Orzen & Associates Inc

Track: DevOps & Agile

Value Stream Mapping for DevOps and Lean IT applies core Lean principles to drive quality, flow, and productivity throughout the entire Service Management Life Cycle. Value stream mapping represents a mindset, skillset, and toolset which is used to deeply understand end-to-end business processes with a DevOps and Lean IT lens. This talk will focus on how value stream mapping complements all IT transformations as a way of thinking and acting, focusing heavily on flow of quality information and services. Mike Orzen presents a fun and fast-paced talk exploring why value stream mapping is essential to foster a successful IT transformation, how to successfully leverage value stream mapping to drive Lean IT and DevOps thinking and behaviors, and developing a transformation roadmap from value stream mapping findings.

Jack Probst, Pink Elephant

Track: Organizational Change and How to Keep the Lights On

Setting goals has been considered a staple in the manager’s toolbox. Managers and individual alike use goals as a way to lay the groundwork for future work or endeavors. Most of us have just assumed that goal setting was straight forward and typically is done in response to a project, annual objectives and so forth. Two questions arise:  is whether there is a right way and a wrong way to set goals and are goals only for individuals or can goals be effective for teams, especially teams engaged in short term initiatives such as agile efforts. Based on the groundbreaking Goal Setting Theory of Edwin Locke and Gary Latham this session will provide proven guidance on goal setting, how to get the most out of goals and how goals can be effectively applied with teams and agile projects.

Breakout Sessions

11:30 am - 12:30 pm

Maureen Jesuthasan, West Monroe Partners

Track: Advanced Service Management

Technology is moving out of the traditional IT data center model and into the heart of the heart of the organizational strategy. This has led to a growing recognition that traditional, IT management models do not enable the agility that is required.

Even though Digital Transformation revolutionizes service delivery, the following challenges are often incurred in the areas of organizational structure, understanding value and cultural impacts. These challenges can be overcome by shifting the overall focus onto the Customer via the adoption of an evolved service model...Service Management 2.0.

Sanjay Patel, Illinois Power Agency

Track: Organizational Change and How to Keep the Lights On

Simply put, you represent your own personal brand. In today’s demanding and fiercely competitive global economy, people across all industries need to understand the criticality of developing and leveraging their personal brand to provide exceptional service, while orchestrating a progressive and successful professional journey. This interactive session explores how you can establish and nurture your personal brand towards the quest for professional development, achievement of organizational goals and objectives, and delivering consistent, superior ITSM client services.

Although the pursuit of a progressive and rewarding professional journey is a widely accepted concept, not everyone understands or consistently applies the basic principles of effective personal brand management. From junior IT staff to senior leadership (i.e. chief information officer, chief technology officer, etc.), the commitment to effectively managing your personal brand can have a material, measurable, and memorable impact on your professional journey today, tomorrow, and beyond.

Jeff Rumburg, MetricNet LLC

Track: Starting your IT Transformation

The average Service and Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for IT Service Management. The vast majority of these metrics, however, are only marginally relevant – at best!  When it comes to KPI’s for IT Service and Support, it turns out that less really is more!

In this session Jeff Rumburg, Managing Partner at MetricNet, will identify and define the IT Service Management metrics that really matter – The Metrics of Success! He will discuss the importance of adopting a holistic approach to performance measurement and management, and demonstrate how Key Performance Indicators can be used as a competitive weapon to drive World-Class performance.  Attendees of this session will learn:

  • The Eight Most Important KPI’s for Service and Support
  • Industry Averages and Ranges for Service Desk and Desktop Support KPI’s
  • Key Cause-and-Effect Relationships for Service and Support KPI’s
  • How to Create a Balanced Scorecard for IT Service and Support
  • The Metrics of an Optimized Support Organization
  • How to Leverage Metrics for Continuous Service Improvement
David Wright, Service Desk Institute

Track: Capitalizing on your Service Management Investment

Your Service Desk is essential to the success of your organization and regular reviews are essential to the success of your service desk! In this session, David walks you through the vital process of stripping back your service desk to its basic components, to identify the top 10 elements key to providing world-class service.

David will deliver valuable insight into each of these elements, vital to demonstrating service excellence:

  1. Devising the strategic purpose of your service desk
  2. Understanding and meeting your customer’s expectations
  3. Reviewing your processes effectively
  4. Choosing the right ITSM tool
  5. Internal and external communication channels
  6. Recruiting and retaining a customer-focused team
  7. Creating a customer experience program
  8. The secret to reporting
  9. Launch and promotion of your service desk
  10. Celebrating your success!

The Bare Necessities as a concept is a great way to approach service improvement, no matter what position you currently hold. Whether you have an established team or are setting up a service desk from scratch, you will walk away with some clear ideas on how to deliver top level service to your customers and your business.

Mark O’Loughlin, Red Circle Strategies

Track: Emerging and Strategic Technologies

This session will highlight, outline, discuss and advise the effect of digital disruption on the IT industry, IT organizations, and on ITSM. I will highlight the current issues facing our industry and propose solutions and ideas to adopt in a rapidly changing environment. Great research has been conducted in developing this session and will be offered with an analysis included to support said findings.

Alma Miller, AC Miller Consulting, LLC

Track: IT Performance Improvement

More times than not, people decide what processes they are going to improve based on what manager or customer yells the loudest. This approach provides assurance that you have addressed what they wanted but leaves you with uncertainty that you are addressing what they need. Identifying and prioritizing the processes that should be improved and/or implemented can be a daunting task because in most cases, there are so many to choose from. In my experience, I collect data points from very specific areas in order to determine which areas I will tackle first. I analyze (1) the number of people that should be using the process and compare that to the number of people that follow the process (2) the decisions that are being made and if they are using data and outputs from the process, (3) the level of heroism consistently demonstrated in the organization, and (4) the importance of a particular process in the network of processes versus it’s importance to the overall operations.  In my presentation I will go in depth describing why those key indicators are important by walking through a real life example.

John Bilinisk, G2SF

Track: Cyber Security and Risk

Effectively defending the IT enterprise from cyber-attacks can be a daunting task. Calculating mission risk, determining vulnerability exposure and prioritizing cyber defense activities can be both challenging and time consuming. Cyber security professionals are required to correlate large amounts of data from network threat detection, threat analysis, and vulnerability management systems. However, lack of integration between network security systems and Configuration/Asset Management systems can mean decision makers are being provided an incomplete picture of their security posture and risk. This can mean the difference between business as usual and disaster! By integrating and automating both Cyber Security and ITSM systems and processes, your organization can be positioned to more effectively observe, orient, decide and act on cyber threats.

During this presentation, cyber professionals with IT Service Management expertise will discuss:

  • How to link the Service Asset and Configuration Management & Cyber Security Management Systems
  • How to streamline workflows and leverage the CMDB to provide relevant CI information required to prevent and resolve cyber incidents and threats quickly.
  • How to automate manual tasks necessary to process threat intelligence information to accelerate decision making and improve an organization’s overall security posture
Mark Smalley, DASA

Track: DevOps & Agile

The commonly encountered “continuous-centric” application of DevOps, focusing on continuous integration, delivery and deployment, improves the speed of delivery and resilience of IT services. A happier workforce is created in the process by fostering a “generative” culture in which people are treated as intelligent and motivated knowledge workers. Research has established that an engaged workforce leads to high organizational performance and therefore superior bottom line benefits for the enterprise.

More benefits are possible when the scope is broadened and the business is involved. Not only by speeding up business analysis activities such as requirements gathering and service design, but also by working on business value optimization so that the users actually realize more of the potential value. Paradoxically, this is often the weakest link in the whole business-IT-business value chain – IT has delivered the required information system but the users don’t understand the functionality or misinterpret the information, leading to poor business decisions. Identify and elevate the weakest link in the WHOLE value chain, not just the IT department!


  1. A better grip on making effective investments in DevOps
  2. Language that ‘sells’ DevOps to business executives
  3. Relevant knowledge and skills to extend your reach to the business
Donna Knapp, ITSM Academy

Track: DevOps & Agile

Forrester predicts that 2018 will be the year of enterprise DevOps. IDC believes DevOps will be adopted by 80% of Global 1000 organizations by 2019. DevOps has come to the enterprise and it is delivering real bottom-line results. Despite the success stories, DevOps is proving to be a challenge for some organizations; particularly those with mature IT service management (ITSM) programs in place. While many of the fears and objections are valid; all can be overcome. We just need to figure it out. Join Donna as she explores the most common objections that ITSM professionals have to DevOps and facilitates a discussion on how to overcome those objections. Learn from Donna and your peers in this high-interactive session.

Breakout Sessions

2:45 pm - 3:45 pm

Douglas Smith, HCSC

Track: Advanced Service Management

Learn how a leading healthcare company designed and implemented a global sourcing initiative for its ITSM program. You’ll get specific intel to help you prepare for sourcing, mistakes to avoid as you prepare, best practices for implementation, and tips to measure success once you have a process in place. As the IT industry leans more toward global partners, this session is perfect for senior-level leaders looking to begin a sourcing strategy as well as program managers already in the midst of execution.

Scott Standen, European Central Bank

Track: Organizational Change and How to Keep the Lights On

Do you still talk about BRM as a role, the need for IT/Business alignment, not being recognized as a valid partner…? Learn how to take a fundamentally different, more measured, all-inclusive and more importantly a proven perspective.

BRM is part of all our jobs isn’t it? This session takes you through the integration of Business Relationship Management throughout an organization and across the service lifecycle. See how we created the environment for change, defined the roles and communication channels, engaged all relevant parties and implemented a value adding process that is adopted at all levels of our digital transformation project. All actors within the organisation have BRM embedded into their roles ensuring that the correct discussions take place at all levels on a daily basis.

Don’t just talk BRM, live BRM…

As takeaways, the speaker will impart knowledge on the communication pyramid (engaging at the correct levels), tools, training & awareness as well as opening up some of the more innovative measures taken.

Bob Rice, Silver Creek Solutions LLC

Track: Starting your IT Transformation

Problem management is the hidden treasure of Service Management. It is key to ensuring reducing the cost of IT services, improving the value of IT services, and improving customer satisfaction.  But how do you justify investing it problem management?

Too frequently problem management is understood as something that must be done when things really get bad, or when a customer is screaming because of a failure somewhere else, or as a “last resort” when no one knows what else to do.

In reality, problem management is key to improving the performance of IT and improving the customer’s view of IT’s true capabilities, whether related to technology, applications developed in-house, software, cloud services, etc. You name it, problem management has a role.

This session will cover:

  • Investigating the hidden treasure – What does it take to get problem management “off the ground”; the who, what, where, when and why of problem management
  • Searching for the hidden treasure – Gather your team and start mapping metrics for problem management
  • Digging up the hidden treasure – How to start - the approach to implementing problem management
  • Protecting the hidden treasure – Retain the value - keeping the momentum problem management
Apoorve Aggarwal, Tata Consultancy Services

Track: Emerging and Strategic Technologies

Changing business requirements require rapidly changing IT capabilities. Recently organizations are directing their IT Service Management strategy and efforts to align with the adoption of agile, cloud and bringing overall business alignment. It does not attempt to redefine any of the ITSM processes but acts as a supplement with its new thinking and practices.

Jeff Rumberg, MetricNet, LLC & Dale Landowski, Cask

Track: Capitalizing on your Service Management Investment

Most organizations treat IT Service Management as a mere cost center - a necessary cost of doing business. But an increasing number of progressive companies have turned that paradigm upside down, and now manage ITSM as a value center. When managed as a value center, the true potential of IT Service Management can be unlocked.

In this panel discussion, Jeff Rumberg and Dale Landowski will challenge the way you think about IT Service Management (ITSM) and the strategic linkage to IT Financial Management (ITFM) that will provide your organization the key to unlock the promises and expectations associated with your investments in ITSM. This includes less understood concepts in both the ITSM and ITFM frameworks that lead to new capabilities that can elevate your organization from a cost center to a business partner and will change the dialog you have with your customers from “why does IT cost so much” to “we’d like to buy more of that.”

Gregory Hill, Acuative

Track: IT Performance Improvement

When was the last time you analyzed data or looked at a report and had an “ah-ha" moment? You epiphany, realization or insight which led to a deeper understanding of your IT infrastructure or operational performance?

For most, “ah-ha" moments are rare, but they need not be. In this session we will delve into world of data analysis and show practical ways to examine service management data to find the “ah-ha" moments. We will examine the use of histograms, scatterplots, linear regression (trend lines), Pareto analysis, variance, standard deviation and outlier identification using real world ITSM examples.

Drucker Phyllis

Track: Cyber Security and Risk

Is your organization's SecOps practice tightly integrated with your ITSM teams or do they operate in silos? Or are they a red headed step-child?

The success of each depends on one another, but how do you integrate SecOps, with its need for some confidentiality and ITSM with its love of sharing? How does vulnerability management and security incident management, problem management play in the ITSM world? How critical is the CMS to SecOps' success?

Offered by two experts in the field, taking both the ITSM view and the SecOps view, this session addresses the topic starting with the importance of a governance structure that enables the two organizations to begin to merge SecOps needs into the ITSM practice.

This is needed now more than ever as the number of breaches and vulnerabilities grow, while organizations are still struggling to understand and document their infrastructure and CMS, leading to difficulty understanding where they are at risk.  This session will provide a deep dive into the capabilities of both areas that overlap and support one another and how to bring alignment to their efforts as well as identifying key elements of ITSM critical to success with SecOps.

Carmen DeArdo, Nationwide Insurance

Track: DevOps & Agile

At the summit of the DevOps journey is the ability for teams to deliver more frequently to be more responsive to their business. This requires that teams, first, understand their delivery value stream including blockers and wait states, to determine what can enable them to deliver more quickly. In order to do this, teams must be given visibility and metrics (e.g. lead time) in order to understand what their constraints are. In addition, the underlying delivery pipeline used by teams must be integrated and architected for speed of delivery.

Our 12-year journey at Nationwide through Agile, Lean and now DevOps has taught us that in order for an enterprise to apply DevOps concepts at scale and accelerate delivery for the business, it is requires treating the delivery pipeline as a product which can be architected for speed of delivery. This presentation will describe our approach at Nationwide, what we have learned and the challenges that lay ahead of us.

Service Bazaar Breakouts

4:00 pm - 6:00 pm

Piia Karvonen, Symfoni ESM

Track: Capitalizing on your Service Management Investment

A game with boards, cards and legos to visualize how the trigger, new service in Service Portfolio, flows first to Service Catalog and eventually to CMDB. Aim is to underline the difference between Service Portfolio and Service Catalog and show how difficult it is to answer to reporting requirements and support of services if all components are not in place and make people understand the big picture from Business decisions to implement new services to IT operations.

Same game from a bit different angle presented in itSMF Norway and itSMF Estonia.

Lou Hunnebeck, DXC Fruition

Track: IT Performance Improvement

Successful collaboration is built on understanding and on mutually agreed objectives.  All parties need to clearly understand and support the achievement of defined goals to collaborate on a solution. But when the parties don’t agree, either on the goals themselves or on the tactics for achieving the goals, projects come to a standstill. Or projects go forward without really achieving anything useful in the end!

This session will review and practice key techniques for effective listening and inquiry to ensure truly hearing, processing and comprehending those with whom we need to collaborate. And we will discuss how to use targeted imagination to think creatively about what may be important to the person/people we are talking with.

With imagination we can find questions to ask that will uncover important areas of agreement or discord. Asking the right questions and truly listening to the answers promotes a feeling of being respected in the person being listened to. The use of imagination can also allow team members to find ways of saying “yes” to each other, creating a path forward that everyone can get behind. Participants will receive a checklist to use to spark thinking and creative questioning.

Charles Araujo, Intellyx

Track: IT Performance Improvement

How do we use the data we are swamped with every day? Charles takes us through the changes that need to happen to adjust to the new reality, The days of heroes going from one fire to the next one are long gone. We need dynamic metrics that can be used to measure and manage performance.

Kaimar Karu, itSMF Estonia

Track: Emerging and Strategic Technologies

Cynefin (meaning 'habitat' in Welsh) is a sense-making framework, developed by Dave Snowden, and used for improving situational awareness and helping with decision-making by managers and hands-on professionals in various industries, including IT. The framework differentiates between ordered and unordered systems and introduces five domains (simple, complicated, complex, chaotic, and disorder) that make it easier to identify the best next steps in any (challenging) situation. The session introduces the basic concepts in Cynefin and describes its applicability to IT management and ITSM.

itSMF Board of Directors

In its quest to become the primary resource for and enabler of career development for ITSM professionals, the itSMF USA Board needs to hear from you! Meet the current board to learn about current and future initiatives, express your interest in trending topics and meet the slate of candidates up for election in October.  Your participation is vital to shaping this volunteer-led, vendor-neutral community dedicated to the promotion, adoption, and advancement of service management best practices and standards.

Panel Discussion

Join an interactive panel discussion where successful women in technology share their experiences and perspectives in a traditionally male-dominated field. Bring and share your own questions and ideas on how the industry can attract and empower more women. Following the discussion, join a networking reception to get to know our panelists and participants.


  • Jayne Groll – CEO, DevOps Institute
  • Michele Hovet – Innovation Director, KSM Consulting
  • Alma Miller – President & CEO, AC Miller Consulting, LLC
David Ratcliffe, Pink Elephant

Track: Organizational Change and How To Keep the Lights On

In “Leading Change”, John P. Kotter taught us about the Eight Critical Steps that must be addressed if you expect your project to be successful. The Eight Steps apply to all types of projects, including those in IT.

In this highly popular, engaging and interactive session - David will be joined by Gregory Peck, David Niven and Anthony Quinn! Or, rather, their movie - The Guns of Navarone – to learn how the “8 Steps” can be applied in practice. We will see how scenes from the movie perfectly illustrate all of Kotter’s ‘8 Steps”. The lessons will be clear - to support business transformations and be more effective in leading and implementing change you must pay attention to ALL of Kotter’s advice. Miss just one step and your project will likely be destined for failure!

David will show how all “8 Steps”, and the good and bad behaviours observed in the movie, can be used to trigger changes to your own behaviour and habits. Attend this 2-hour session and immerse yourself in how Hollywood has portrayed Kotter’s “best practices” – then apply them back at work to successfully lead change in ITSM.

Julie Mohr,

Track: Emerging and Strategic Technologies

As we progress as a society from the knowledge economy through the disruption economy, our customers are becoming more vocal about what they want and need from their service providers. No longer are customers willing to put up with bureaucratic and lethargic global enterprises who are slow to change and create unnecessary friction for the consumer. Customers are voting with their currency, choosing Uber over taxis, Amazon over the department store, Airbnb over hotels, and Netflix over the network TV station. If we are not careful in IT, we will also become extinct. We need to develop strategies that innovate, reduce friction and stop waiting for our customers to come to us. And knowledge is the key to our success.

Wednesday, October 3

Rise 'n Shine Sessions

7:30 am - 8:30 am

Troy DuMoulin, Pink Elephant

Track: Organizational Change and How to Keep the Lights On

Value is created by process, but process is impacted by and highly dependent on leadership, structure and management systems. Highly directive leadership models produce dependence, stifle innovation and create bottlenecks. Vertically oriented and complex organizational structures are not able to adapt and flex quickly to meet changing business needs. Management systems, which promote and measure individual vs. group performance will often fragment instead of aligning a shared purpose.

In this highly engaging session Troy will explore the use of the evolving concepts of Agile and DevOps cross-functional teams. He will explain how IT organizations create leadership and teaming models that enable alignment yet are loosely coupled and remain flexible. In short, enabling organizations to function more like a jazz ensemble than a marching band.

Nathan McDonald, Deloitte UK

Track: DevOps & Agile

This session will discuss, using some real-world examples, the challenges on a “traditional” Service Management approach as it looks to adopt Agile ways of working and/or a DevOps approach and culture to Delivery.

Perception often beats reality when it comes to the latest trends and ‘news’; what people think and believe takes precedence over what is often really going on. To this end, it has become popular to talk about Agile and DevOps as “new” ways of working, and Service Management practices as “old."

The reality is that the Service Management community has not always helped itself in this regard, clinging to their policies and processes like unbending fences designed to protect from risk, so perception has become reality due to a resistance to change.  However, the core principles of Service Management, Agile and DevOps are broadly the same; to create technology products and/or services which provide value to the business, the end goals are the same and the loose framework of the things you need to achieve that outcome are consistent; People, Process, Technology and the right Partners to support you.

Peter Nowak, Easterseals UCP North Carolina & Virginia

Track: IT Performance Improvement

In today's fast-paced IT industry, executives are expected to make a significant impact as quickly as possible. This session tells the story of a new Vice President of Information Technology, and how he made an impact in his first 90 days, and his next 90.

I will walk you through my plan, reviewing the trials and tribulations we experienced.  What worked, and what didn't. This session will teach any exec, manager, or technician how to make an immediate impact when accepting a new position.

Ivor MacFarlane, MacfPartners

Track: Cyber Security and Risk

Increasing self-service across ITSM means the tasks that do require human intervention get ever more complicated. Routine is dealt with by automation with  answers and actions built into the software; decided once and applied at (almost) zero further cost.

But it implies a different attitude towards staff still working in first line. Nowadays most calls to people are exception conditions, where normal rules don’t apply. These require empowerment to make decisions, often based on unforeseen circumstances. And staff need:

  • Authority – to make decisions and implement non-standard actions
  • Knowledge – built and maintained – to make decisions correctly
  • Trust and support for decisions made– since, at best, they’ll be right only most of the time for most customers

This requires intelligent disobedience – authority to bend rules and adapt when it feels right to do so. An idea form 1903s guide dog training, we see it on TV and the movies - accompanies by phrases like ‘this just might work’.

Getting the right balance needs planning and playing – running through ‘what-if’ , simulations and practice workshops.

As automation deals with routine we need to empower our staff more and more, and management must give them room to think and act.

Breakout Sessions

9:00 am - 10:00 am

Mary Michaels, Human Factors International

Track: Advanced Service Management

Looking to quantify the business value of incorporating user-centered design into your IT process improvement initiatives? Intuitive and easy to use systems mean a good return on investment, ensuring that IT dollars are wisely spent. If your interface designs are hard to use, internal staff as well as customers won’t be able to complete their tasks easily or find what they’re looking for. There are a variety of formulas available to develop metrics showing that more usable designs provide solid business value. This presentation will teach you specific ways to calculate the ROI of usability. Learn these techniques as part of helping you make the case for incorporating user-centered at your organization, and demonstrating positive ROI.

Thorsten Manthey, TCS

Track: Organizational Change and How to Keep the Lights On

Bring your laptop and your current or upcoming project to identify how much People Change Management is needed by kick-starting the development of the People Change Management Strategy! This is a hands-on 45-minute workshop where you bring one of your ongoing or future project and a laptop. Thorsten will guide you through the steps and kick-start your development of a People Change Management Strategy that will help you identify how much People Change Management is required for your project. Templates will be provided and yu will work in this workshop using one of your own projects! Utilizing any of the industry recognized frameworks like ITIL, COBIT, SIAM, LEAN, DevOps etc. will only be a success if people are engaged. To realize the promised benefits of any new method, tool or framework the people doing the work must change their way of working and potentially a new culture has to be established to realize all the potential benefits your organization is striving for. The People Change Management Strategy will provide you arguments and information to your leadership to ensure enough resources, funding, focus and commitment is obtained for the people side of the project.

Doug Rabold, CPS Energy

Track: Starting your IT Transformation

This session is a Case Study on organizational maturation in ITIL, focusing on how to build an effective ITSM Service Delivery team from existing resources.  The journey begins with identifying those processes deemed most critical for organizational success, then moves to assessing the talents of the existing pool of resources.  This is followed by gaining the buy-in of senior leadership to reorganize.  Once approved, the focus switches to aligning the newly formed team members with their new roles, empowering them and securing the training necessary to help them succeed.  At that point the focus transitions to identifying and implementing the tools to most effectively execute against the strategic plan. This is the model developed and employed with great success (and a few hiccups) at CPS Energy when we embarked on an IT Ops reorganization as part of our Roadmap to ITSM Maturity.  That journey has seen my team consult industry legends, stretch and grow into new roles while significantly improving processes, support and service. The team of veteran employees are admittedly more engaged, energized and empowered than they have been in years.  This is our journey…

David Wright, Service Desk Institute

Track: Emerging and Strategic Technologies

Over the last few years, big data, cloud technologies and machine learning have supported advances in service automation and cognitive technologies, but what does all this mean for the service desk? Join David Wright, Chief Value Officer at Service Desk Institute, as he discusses what emerging cognitive technological advances could mean for the future of the service desk and IT support. Delegates will leave the session armed with information, exciting ideas and key points to consider when preparing to incorporate and support these new technologies and processes.

Eugene Zimmerman, DXC / Fruition Partners

Track: Capitalizing on your Service Management Investment

In this case study, Eugene shows why guiding your Technology and Service Management practices with a holistic Service Management Strategy is not just a nice to have but an absolute necessity to attaining the goals of your Service Management investment.

He recounts a major outage to a real time online financial firm, the massive effort to prevent reoccurrence, and how when another major outage occurred just 18 months later their holistic Service Management Strategy more than paid for itself.

Attendees will walk away with an understanding of why the strength of an interwoven strategic approach to their Service Management investment is paramount to the success of the foundational technology and processes they’ve implemented, how to articulate this message to their stakeholders, and garner buy in from executive management.

Mark Blanke, OwlPoint & The CIO Initiative

Track: IT Performance Improvement

In the quest to support a successful IT service improvement transformation, it is easy to lose focus on the activities that keeps your organization’s lights on and the business running. To drive success, effectively and effectively, it is vital to understand that ITSM improvements are as much about preparing for a cultural transformation as it is a technology and process improvement initiatives. Project leaders, that have an in-depth understanding of the existing organizational culture prior to inculcating new best practices will better predict hurdles that could cause day-to-day disruptors for completing regular work tasks while the change occurs. Without a doubt, cultural change is hard however there then some common threads that will enable you to get the necessary buy-in to succeed in true transformation. Best practice principles have a multi-pronged approach. For example:



  • When preparing for an ITSM implementation, put “on the table” the cultural element and lay a strategic foundation that fosters adaptation in the way people think
  • Establish and environment that believes in everybody is being mutually supportive, participates in knowledge sharing, continual learning and long-term improvement
  • Drive the initiative from the top down that sends a clear message to the rest of the organization that the company is serious about implementing change.

If ITSM transformation is done right, it starts at the top and moves down throughout the company.  All management level staff need to have a good understanding of how the changes will affect the company and the steps for implementing the changes. In this presentation we discuss some of the roadblocks in ITSM socialization, including resistance to change and new IT process implementations as well as the new leadership skills required lead the transformation.

Ian Buchanan, Atlassian

Track: DevOps & Agile

Are you looking for alternatives to ITIL and confused by how to adapt to Agile, Continuous Delivery, DevOps, and Lean IT? These new approaches begin with "Individuals and interactions over processes and tools." But how do "individuals and interactions" scale to the size of modern enterprises? For many, the task of scaling is an uphill battle of cultural resistance, disparate tooling, deep-rooted silos, and thousands of recommendations from across the industry. The solution starts with knowing that neither ITIL nor DevOps are business goals in themselves. They are means to better outcomes. The future of service delivery moves beyond the chores of deployment and fire-fighting to providing salient input to the business on products and services that customers will love. Ian Buchanan, who's role at Atlassian is to constantly engage with Agile and DevOps practitioners at enterprises, will share insights about cultural changes that teams and organizations can make to become high-performing IT organizations.

George Spalding, Pink Elephant

Track: Cyber Security and Risk

In today’s changing IT environment the questions swarming around security just keep stacking up.  If I “relax” my release criteria what happens to Security?  Reliability?  Stability?  Availability?  How do I get my security people “onboard” with DevOps?  Is Security still the last hurdle before a release?  Is Data Privacy compromised by DevOps?  How does DevOps deal with a “breach”?  Is there a special process for Security Incidents?  How is Security related to Value?  Please join George Spalding, Executive Vice President, Pink Elephant to learn how Security fits in to the new DevOps environment.

Christopher Morgan

Track: Emerging and Strategic Technologies

Thirty years ago, I received my first Nintendo system. The console came with the 'Super Mario Brothers' and 'Duck Hunt' games. Nintendo was also happy to sell me 'Zelda' and 'Metroid' to expand the capability of play in their console. These were new games that expanded the features of their "platform".

It was then through 3rd party developers that I further expanded the type of games I could play with 'Contra', 'Battle toads', 'NBA Jam', and 'Street Fighter II'. These were new games that could run on the Nintendo console "platform", although they weren't developed by the same people who built that console. They added capabilities that Nintendo never even imagined.

Today the same story is being told by all major ITSM software providers emphasizing their "platform capabilities" with their "apps" and "app stores".  What does that mean beyond the marketing hype?

This central software platform concept will change every rule about enterprise software's deployment, procurement, and usage in the next decade.  Is your Service Desk, your IT department, and the business you serve prepared for this change?

Breakout Sessions

10:15 am - 11:15 am

Chuck Darst, Cherwell

Track: Advanced Service Management

IT, service desks, and their businesses or organizations are all being tasked to go faster and be more responsive. At the same time, how services are delivered and where they are sourced has changed dramatically with the rise of DevOps, continuous delivery, and cloud sourcing. To effectively respond, service management needs to be integrated and automated. And configuring, deploying, and maintaining the complete solution must be relatively simple to meet the need for speed and agility – at a reasonable cost. How can service management organizations untangle this Gordian Knot? Join us to discuss how low-code approaches to building request workflows and automations, RESTful APIs, and integrations extend service management beyond the service desk to cloud orchestration, non-IT domains, and custom services. The same approaches leverage a single system of record to automate, extend, and improve incident management, advanced configuration management, and other IT operations management functions. If you’re looking to extend service management beyond IT or enable fulfilling requests across private, public cloud, and other sources, this session will provide useful guidance and practical examples.

Joe Foster, Sempra Energy

Track: Organizational Change and How to Keep the Lights On

Have you ever wondered why your communications approach is well received by some, but can be ignored or misinterpreted by others? Each of us have our own personality type and preferred communication style which impacts how we relay and respond to information. Effective communication begins with the realization that our messages are always colored by individual bias, experience and context in both the sender and receiver. With this degree of variability, the question then becomes how do you ensure that you are connecting with all personalities and perspectives that you are conversing with?  Any time you want to expand your reach beyond your personal inner circle and connect with people who think and feel differently than you do, your communication skills will be the key factor that determine your results. During this interactive session Joe will use his real-world experiences combined with a neuroscience based approach to demonstrate how to improve the effectiveness of your meetings and conversations on both a personal and professional level. He will use his own personal stories combined with audience participation to show you how to approach all conversations with confidence and to ensure that your message is received and understood.

Scott Dubois, Liberty Mutual Insurance

Track: Starting your IT Transformation

How to implement and leverage change classes for alignment with Agile environments. Focusing on efficient use of Standard change automations to readily deploy repeatable work efforts and maintain compliance.

Elina Pirjanti, Cognizant Technology Solutions

Track: Emerging and Strategic Technologies

Enterprise Service Management, or using your ITSM tool outside IT is a hot topic, but what it actually means? The key takeaways of the session are: - Learn what Enterprise Service Management is, and also what it's not: ESM is often referred by ITSM tool vendors, in search of bigger market. Business decision makers are not at all interested in ESM. However, they are interested in digital enterprise services. You just need to jump into decision maker's shoes and articulate the opportunity in business terms.

Nancy Van Elsacker Louisnord, TOPdesk USA

Track: Capitalizing on your Service Management Investment

Helping your customers excel at their work is the most important mission of your IT organization. But your job is getting more complex. Your customers want to work at the office and on the go. On company desktops and private laptops. With business applications and self-selected apps. How do you best support the modern-day workforce? In this talk, Nancy will share three insights that help you decide how to invest in your IT services. And explains how they all come together in one approach called Workforce enablement.

Marsh Jones, Ameriprise Financial

Track: IT Performance Improvement

This presentation is aimed at helping organizations recognize and implement event management as a practice. Rather than a theoretical exercise, we will use real examples and outcomes to demonstrate how good practice can help reduce the number and severity of incidents, and improve the overall efficiency of IT Service Management/Operations. The number of automated monitoring tools providing alerts into service management frameworks can be daunting.  Good event management practices can reduce the number of incidents generated, and focus on earlier automated resolution of events before they become incidents. The presentation will cover:


  • Differences between event and incident
  • Creating an event management practice
  • Integrating monitoring tools into event management
  • Leveraging metrics and CSI to improve data quality
  • Correlating events from multiple alert streams/monitoring tools
  • Proactively analyzing events to predict incidents, and trigger runbooks to address underlying causes
  • Rule based auto-resolution of events/incidents
  • Outcomes
Cade Hoff, G2SF

Track: Cyber Security and Risk

Recovery from a cyber-attack can be time consuming and expensive. An effective Software Asset Management (SAM) process can help organizations improve their security posture. SAM can provide insight regarding what software is installed on a device, who is utilizing the software, and if the software is in compliance with the organization’s security policy and overall Cyber Security Plan. In this session, we will discuss key strategies to help organizations improve the integration of Contract Management, Asset Discovery, Service Management, and IT Governance functions to effectively manage software assets within the enterprise. Integrating these functions has proven to strengthen the outer perimeter, reduce the attack surface that is frequently exploited by hackers, and enhance an organization’s ability to identify software that can threaten the mission. Primary take-aways from this session:


  1. How SAM information integrates with other ITSM and cyber security functions to bolster your security toolsets and processes
  2. What is needed to comprehensively perform SAM
  3. How SAM data improves security vulnerability, auditing, and reporting
James Moore, IBM

Track: DevOps & Agile

In this session, we will explore the common operational challenges many DevOps teams are facing today, how many traditional IT Operations best practices could be leveraged to get traction adopting or evolving DevOps methodologies, and how new operations management tools can help you carry out those best practices to meet your goals on an on-going basis. Learn:


  • How time-tested IT Operations Management methodologies can benefit DevOps teams
  • Ways DevOps teams can improve awareness and responsiveness to operations incidents and problems
  • How development professionals and operations-focused professionals can work together more effectively to learn from taking care of operational situations and improve efficiency over time
Charles Araujo, Intellyx

Track: Emerging and Strategic Technologies

The world of IT has changed, is still changing and doesn't show any signs of letting up. But this constant transformation is bigger than just IT as the very nature of organizations - and how they use technology - is changing before our eyes. This has led even the most ardent service management proponents to question the relevance of ITSM and even IT itself in this time of fundamental change. In this unique "fireside chat," best-selling author, industry analyst and contributor will share stories of our journey to this point, the impact of emerging technologies and management approaches on the IT function and ITSM profession, and how to successfully take yourself and your organization into this uncharted - but also unbridled - future. The world of IT has changed, is still changing and doesn't show any signs of letting up. But this constant transformation is bigger than just IT as the very nature of organizations - and how they use technology - is changing before our eyes. This has led even the most ardent service management proponents to question the relevance of ITSM and even IT itself in this time of fundamental change. In this unique "fireside chat," best-selling author, industry analyst and contributor will share stories of our journey to this point, the impact of emerging technologies and management approaches on the IT function and ITSM profession, and how to successfully take yourself and your organization into this uncharted - but also unbridled - future.