Featured Sessions

ITSM and the New World of IT: A Fireside Chat

Charles Araujo, Intellyx

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 CIO.com contributor Charles Araujo 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.

Speaker Bio:

Charles Araujo is an industry analyst, internationally recognized authority on the Digital Enterprise and author of “The Quantum Age of IT: Why Everything You Know About IT is About to Change.” As Principal Analyst with Intellyx, he writes, speaks and advises organizations on how to navigate through this time of disruption. He is also the founder of The Institute for Digital Transformation and a sought-after keynote speaker. He is a regular contributor to CIO.com and has been quoted or published in Time, InformationWeek, CIO Insight, NetworkWorld Computerworld, USA Today, and Forbes.

Living in the Disruption Economy: Why Our Customers are Screaming for Change and We’re Still Not Listening

Julie Mohr, JulieLMohr.com

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 network TV stations. 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.

Speaker Bio:

Julie is a dynamic, engaging change agent who brings integrity and passion into everything she does. Through her books, articles, speaking, consulting and teaching, her purpose is to change the world through thought-provoking dialog and interaction.

Julie has a Bachelor of Science in computer science from The Ohio State University, a Master of Arts in Education from the University of Phoenix, and is currently pursuing a doctorate in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is also an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.

Julie speaks at conferences worldwide on topics of leadership, business, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement.

Goal Setting: Path to Team Success

Jack Probst, Pink Elephant

Setting goals has always been considered a staple in the manager’s toolbox. In fact, managers and individuals alike use goals to lay groundwork for future work and endeavors. Goal setting, typically set in response to a project or annual objectives, may seem straightforward but two questions arise:

  • Is there a right and a wrong way to establish goals?
  • Are goals only for individuals, or can goals be effective for teams – especially those engaged in short-term initiatives such as agile efforts?

Based on the groundbreaking  Goal Setting Theory by 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.

Speaker Bio:

As one of Pink’s most experienced consultants, Jack has a very diverse management, business and technical background. Those lucky enough to attend his management level courses walk away with bucket loads of extra information not included in ITIL books. Jack not only possesses very extensive ITIL knowledge, but he has also successfully led a major ITIL project when he was an AVP at a Fortune 100 company.

DevOps & Agile: One Company’s Journey

David Mainville, Navvia

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 this session to hear a vivid recount of this journey. You’ll hear real experience about lessons learned, the practices that were maintained and discarded, the journey that lies ahead for 2019 and beyond.

Speaker Bio:

David Mainville, CEO and co-founder of Navvia, is a passionate advocate of service management as well as a frequent presenter, blogger and well-known member of the ITSM community.

With over 35 years of experience, David has held progressively senior technical and management roles allowing him to “connect the dots” between the business and IT.

At Navvia, David leads the charge to bring innovative ITSM solutions to market focusing on product development, marketing and operations.

Everything I Learned About Leading Change, I Learned from Gregory Peck

David Ratcliffe, Pink Elephant 

In “Leading Change,” John P. Kotter taught us about the critical 8-Step Process that must be addressed if you expect your project to be successful. Those 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 eight 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 eight steps – and the good and bad behaviors observed in the movie – can be used to trigger changes to your own behavior 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 IT service management.