kuala lumpur • 9-10 september it service management ...€¦ · 4 september, 2013 post-conference...

Singapore • 5-6 September Kuala Lumpur • 9-10 September

5th Annual

IT Service Management Conference & ExhibitionKnowledge Translated Into Results

Many Exciting Motivational Speakers & ITIL, IT Service

Management Experts!

David LimInspirational

Keynote Speaker

David MurrayIT Director,

Honeywell Information Technology Services

Simon Bolton IT Global Service

Management Director, Rolls-Royce

Mayda LimHead of Support IDN, Asia,

Thomson Reuters

Anil Dissanayake Director, Professional

Services, Pink Elephant

Troy DuMoulin Celebrated author, blogger,

and one of the world’s leading experts!

And many more!

© Pink Elephant Inc., 2013. The contents of this brochure are protected by copyright and cannot be reproduced in any manner. Pink Elephant and its logo, PinkVERIFY, PinkSCAN, PinkATLAS, PinkSELECT, and PinkREADY are either trademarks or registered trademarks of Pink Elephant Inc. ITIL® is a registered trade mark of the Cabinet Office. PRINCE2® is a registered trade mark of the Cabinet Office. COBIT® 5 is a registered trademark of ISACA®. PMBOK® is a registered trademark of the Project Management Institute, Inc.

[Pink Who?]Each year Pink Elephant presents the world’s #1 IT Service Management conference! We are also

a global leader in IT Management consulting and education. Pink Elephant offers a vast array of

products and services to help you meet your IT and business goals.

For a complete list and details of our full catalog see page 12.

Amazing Program With Endless Learning

Opportunities!


Singapore • 5-6 September Kuala Lumpur • 9-10 September 5th Annual

“PinkAsia13”“PinkAsia13”

E A r L y B I r D E n D S 5 J u L y !

ITIL® | ISO | PrInCE2® | PMBOK® | Six Sigma | COBIT® | Lean IT

The Industry’s #1 Event!

The Industry’s #1 Event!The Industry’s #1 Event!

32 Knowledge Translated Into results www.pinkelephant.com Register Today!5th Annual IT Service Management Conference & Exhibition

Keynote SpeakersThe World’s Premier IT Service Management Conferences

Join us for “PinkAsia13”!

Pink has the undisputed reputation for developing an unsurpassed line-up of speakers and meaningful subject matter. As a result of our unwavering commitment, we are very proud to present what is widely acknowledged as the most content rich program in the industry.

The conference program has been expanded this year to include multiple concurrent tracks covering four major themes – “IT Leadership & Strategic Management”, “Pink University”, “Discussion Forums” & “IT Service Management Case Studies”. Sessions will focus on IT governance and IT Service Management (ITSM) best practices, tools and strategies.

Who Should Attend?

There’s something for everyone in the comprehensive and power-packed program.

• C-Level, IT Directors, VPs

• IT Service and Support Managers

• Service Desk Managers

• IT Infrastructure Managers

• ITIL Process Owners

• Senior Support Analysts

• Quality Managers

• Service Level Managers

• Project/Program Directors and Managers

• IT Suppliers/Vendors

• Anyone seeking to understand why and how to implement best practices according to ITSM and ITIL

• And, anyone who is interested in building and managing a truly business focused IT organisation

Pre- & Post-Conference Workshops

Enhance your experience at PinkAsia13 by taking one of the following pre- or post-conference courses.

Register and pay before 5 July, 2013 for the conference and a pre- or post-conference workshop and receive a 30% discount on the combined fee.

Pre-Conference Workshops For Singapore

Workshop Date

ITIL Foundation 2-4 September, 2013

IT Service Management Strategic Roadmap 4 September, 2013

ITSM Incident, Problem & Change Clinic: How To Conduct A Gap Analysis & Develop An Improvement Plan

4 September, 2013

nEW! How To Measure, Improve & Manage The Effectiveness Of Your Service Level Management Processes

4 September, 2013

Post-Conference Workshops For Kuala Lumpur

Workshop DateITIL Foundation 11-13 September, 2013

IT Service Management Strategic Roadmap 11 September, 2013

ITSM Incident, Problem & Change Clinic: How To Conduct A Gap Analysis & Develop An Improvement Plan

11 September, 2013

nEW! How To Measure, Improve & Manage The Effectiveness Of Your Service Level Management Processes

11 September, 2013

Early Bird Discount - Save 20%!Register and pay before 5 July, 2013 to receive a 20% discount off the regular fee.

Team DiscountsFor teams of 3 or more from the same organisation, register and pay by 5 July, 2013 for all attendees to get a 25% discount (a minimum of 3 registrations must be booked and paid for at the same time).

David LimSingaporean Mountaineer &

Inspirational Speaker

How Leaders Lead: 71 Lessons in Leading yourself and Others

David Lim, is best known for leading the landmark 1st Singapore Everest Expedition in 1998 (as well as the second in 2001). Partially disabled from a devastating rare nerve disorder since 1998, his comeback story of overcoming the odds made the cover of the Readers Digest magazine in 2001, and has since been translated into eight languages. He was in management at a publishing house for nearly a decade until 1998.

Since 1999, David has been a sought-after leadership coach, with expertise in negotiation skills, facilitating change, building high performing teams, and creating experiential learning programmes. These add value to any client event or sustainable change initiatives. David has a B.A. in Law from Cambridge University, and is a workshop leader with a decade of experience delivering solutions in negotiation, leadership and team skills across 47 cities, and 25 countries.

In this dynamic opening keynote presentation, David will discuss key learning points featured in his latest business book, How Leaders Lead: 71 Lessons in Leading Yourself and Others.

Troy DuMoulinVice President, Professional Services, Pink Elephant

The Evolving Service Organisation & The Strategic Value Of IT Service Management

At this event, Troy will be presenting multiple sessions, one of which is a general keynote.

Troy DuMoulin is a leading IT Service Management authority with a solid and rich background in Executive IT Management consulting who also possesses knowledge in Lean IT, ITIL and IT governance. He is a frequent speaker at ITSM events and is a contributing author to multiple ITSM books, papers and official ITIL publications including Run Grow Transform, Defining IT Success Through The Service Catalog, ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.

In this insightful general session, Troy will look at the critical People, Process, Product and Partner elements required to shift from a Technology to a Service Management Perspective. It is the nature of all human systems and structures to evolve and be re-invented over time or suffer the fate of entropy and extinction. This is no less true of organisational structures that have their roots in early industrial models based on task and technology specialisation. As organisations face the challenges of the 21st century, IT strategy is moving from a focus on technology optimisation towards managing service outcomes.

While early transformation projects initially focus on technology and asset consolidation, eventually all IT organisations find they can no longer scale to meet increasing customer demands without addressing the thorny and politically charged issues of lack of good “Enterprise Governance”, fractured management processes, and lack of business and IT alignment. To address these issues senior IT leadership needs to create new roles and organisational structures to support improved value stream management.


Conference Schedule-At-A-GlanceTrack Descriptions

Day One

8:00 a.m. - 9:00 a.m.: Registration

9:00 a.m. - 9:20 a.m.: Conference Welcome

9:20 a.m. - 10:30 a.m.:

Opening KeynOte: DaviD Lim – How Leaders Lead: 71 Lessons In LeadIng YourseLf and otHers

10:30 a.m. - 10:50 a.m.: Refreshment Break

10:50 a.m. - 11:50 a.m.:

Track 2 101 Track 3 102 Track 4 103

How To Conduct Problem Analysis & Root Cause Analysis

Kerry Gilmore, IT Management Consultant, Pink Elephant

Best Practices For Implementing An ITSM Tool

Facilitator:Troy DuMoulin, Vice President, Professional Services, Pink Elephant

Panelists: John Paul Andrade, Business Development Manager, Mproof International & Stephen Wigney, Chief Information Officer - Asia Pacific, Aegis Media Asia Pacific (Singapore only)

IT Management – A Global Perspective

David Murray, IT Director, Global Infrastructure Transformation, Honeywell Information Technology Services

Code: Beyond Beginner Code: General Code: General

11:50 a.m. - 1:00 p.m.: Lunch

1:00 p.m. - 2:00 p.m.:


Overcoming The Five Dysfunctions Of A Team

Troy DuMoulin, Vice President, Professional Services, Pink Elephant

Effective Service Level Management - What It Really Means

Brian newcomb, IT Management Consultant, Pink Elephant

Introduction To IT Performance Management & Measurement

Miao Song, Group CIO, Golden Agri (Singapore only)

Code: General Code: General Code: Beyond Beginner

Track 4 204

An IT Service Management Journey - A CIO’s Perspective

Chakib Abi-Saab, Chief Information Officer, Bumi Armada Berhad (Kuala Lumpur only)

Code: General

2:00 p.m. - 2:20 p.m.: Refreshment Break

2:20 p.m. - 3:20 p.m.:


Rapid Process Design: A Prerequisite For An Effective & Efficent Process Implementation

Anil Dissanayake, Director, Professional Services, Pink Elephant

How To Reduce Costs & Improve Services Using The Service Catalog

John Paul Andrade, Business Development Manager, Mproof International

How To Get Senior Management Buy-in


Code: General Code: General Code: Beginner

3:20 p.m. - 3:40 p.m.: Comfort Break

3:40 p.m. - 4:40 p.m.:


Executive Briefings For IT

Christopher Dean, CEO, PureShare, Inc.

Using Lean IT To Enable Service Management


Supplier Management As A Strategic Enabler

Facilitator: Anil Dissanayake, Director, Professional Services, Pink ElephantPanelists: David Murray, IT Director, Global Infrastructure Transformation, Honeywell Information Technology Services & Kurt Bergman, Chief Operations Officer Asia Pacific & Japan, Getronics APAC (Kuala Lumpur only)

Code: General Code: General Code: Beyond Beginner

Day Two

8:30 a.m. - 9:00 a.m.: Networking Refreshments

9:00 a.m. - 9:10 a.m.: Day 1 Recap & Day 2 Preview

9:10 a.m. - 10:20 a.m.:

generaL SeSSiOn: trOy DumOuLin – tHe evoLvIng servIce organIsatIon & tHe strategIc vaLue of It servIce ManageMent

10:20 a.m. -10:40 a.m.: Refreshment Break

10:40 a.m. - 11:40 a.m.:


Continual Service Improvement - One Metric At A Time


The Evolving Role Of The CIO: Business Leader, Technologist Or Service Broker

Facilitator: Anil Dissanayake, Director, Professional Services, Pink Elephant

Panelist: Stephen Wigney, Chief Information Officer - Asia Pacific, Aegis Media Asia Pacific (Singapore only)

Implementing A Multi-Vendor Ecosystem

Simon Bolton, IT Global Service Management Director, Rolls-Royce (Singapore only)

Code: General Code: Beyond Beginner Code: Beyond Beginner

Track 4 504

Implementing A Global Service Organisation

Kurt Bergman, Chief Operations Officer Asia Pacific & Japan, Getronics APAC (Kuala Lumpur only)

Code: Beyond Beginner

IT Leadership & Strategic Management Aimed at senior managers and decision-makers, these sessions provide valuable information, guidance and instruction for IT leadership and strategically focused projects.

Pink university Learn from the best of the best! This track includes Pink Elephant’s very knowledgeable and highly respected consultants who will provide with you valuable, instructional “how-to” expertise that goes beyond the certification courses.

Discussion Forums These sessions, based on a wide range of subjects, provide attendees the opportunity to not only learn from the presenter/facilitator, but also to contribute experiences and ideas while learning from peers. These are free form where guidance, thoughts and recommendations are openly discussed among the facilitator, panelists and session attendees.

IT Service Management Case Studies Real-life stories from real-life IT managers from all levels of the organisation. They provide a wide variety of experiences from their current improvement initiatives. Listen to their stories about what worked, what didn’t, and valuable lessons learned.

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Session DescriptionsConference Schedule-At-A-Glance

[TRACK 1]IT Leadership & Strategic Management

Overcoming The Five Dysfunctions Of A Team


Code: General

In this session, Troy will review the books made famous by Patrick Lencioni. Troy starts by summarising key learning points about the five dysfunctions of a team: 1) absence of trust, 2) fear of conflict and how to overcome this fear; 3) lack of commitment; 4) avoidance of accountability; 5) inattention to results. Troy explains the significance of each one, then he follows up with guidance from the book about how to overcome these barriers. During the

second half of his presentation, Troy will discuss these same dysfunctions within the context of an ITIL implementation giving specific examples of how ITSM project teams go wrong, and corrective measures you can take to avoid these common traps.

Leading Change: Professor John Kotter’s 8-Step Model



One of the world’s all-time top business books from Harvard Business School!

If you’re a manager at any level of your IT organisation who is currently leading any aspect of change, understanding Kotter’s 8-step change process is a must-have, and this is a not-to-be-missed session. Learn how to apply the best practices from this book from one of the world’s leading ITSM consultants – Troy DuMoulin. You’ll gain huge benefits from Troy’s extensive ITIL implementation and IT project management experience as he walks you through several real-world examples for each of the eight steps.

Continual Service Improvement - One Metric At A Time


Code: General

Prior to joining Pink Elephant as a consultant, Brian was an IT director for a very large university in the US whose user base includes a combined total of 64,000 students and faculty. IT organisations can spew vast amounts of information at the drop of a command,

creating clever charts, dynamic graphs and data-laden reports. Yet many organisations struggle with the usability of the content, often overwhelmed by the amount of data. What to do next? Brian, who is also a former ITIL Practitioner of the Year award winner will walk you through creating a fact-based, metrics-driven continual improvement effort. You’ll learn why you measure, what to measure, how to measure and what to do with the measurements.

8 Ways ITSM Project Managers Go Wrong & What To Do About It


Code: General

Join Anil, a highly seasoned IT Service Management implementation expert, as he digs into his ‘Consultant Case Book’ to walk you through a laundry list of why ITSM and ITIL projects fail and the biggest mistakes project managers make. He will profile his many observations and also provide recommendations for what you should do to avoid these common pitfalls. This is a not-to-be-missed session if you want to benefit from the vast experience of an extremely knowledgeable consultant and seasoned IT leader.

rapid Process Design: A Prerequisite For An Effective & Efficient Process Implementation


Code: General

Documenting and designing processes is rarely something organisations have much time to do as they work hard at keeping the lights on and delivering new projects! However, it is a Critical Success Factor to achieve staff agreement on how they will work in the future or to meet audit and external legislation requirements. Whatever your drivers may be you will one day find it necessary to map out the who, what, when and why of what you do or perhaps more importantly what you should be doing.

However, that does not mean you should start from scratch when so many organisations have worked through the same questions!

At Pink Elephant we realise that the true deliverable of a process design is gaining agreement from all stakeholders on what the future process should be. Actually creating the documents and process models is the final step in establishing this agreement. This means that the effort to get to agreement should be supported as much as possible by templates and working approaches that focus on value added activity.

In this session you will learn about Pink Elephant’s method to rapidly design process using a process model with well tested techniques and artifacts that can be customised to any organisation and replace evolutionary techniques of the past.

11:40 a.m. - 1:00 p.m.: Networking Lunch

1:00 p.m. - 2:00 p.m.:


Leading Change: Professor John Kotter’s 8-Step Model


Top 10 Considerations For Implementing Change Management


Configuration Management: Reducing “Total Cost of Ownership” For Assets Through Accurate CMDB

Mayda Lim, Head of Support IDN, Asia, Thomson Reuters (Singapore only)

Code: Beyond Beginner Code: Beginner Code: Beyond Beginner

Track 4 604

Implementing Service Level Management

yvonne Leong, Service Level Performance & Process Manager, BP Business Service Centre Asia Sdn Bhd (Kuala Lumpur only)

Code: Beginner

2:00 p.m. - 2:20 p.m.: Refreshment Break

2:20 p.m. - 3:20 p.m.:


8 Ways ITSM Project Managers Go Wrong & What To Do About It


Hybrid IT Service Management: Giving You The Choice

Gary Wang, Director, Solutions Consulting, FrontRange Solutions Asia Pacific

Adding IT Business Value – What Does It Really Mean?

Facilitator: Troy DuMoulin, Vice President, Professional Services, Pink Elephant

Panelists: David Murray, IT Director, Global Infrastructure Transformation, Honeywell Information Technology Services; Kurt Bergman, Chief Operations Officer Asia Pacific & Japan, Getronics APAC (Kuala Lumpur only) & Stephen Wigney, Chief Information Officer - Asia Pacific, Aegis Media Asia Pacific (Singapore only)

Code: General Code: General Code: General

3:20 p.m. - 3:40 p.m. : Beverage Break

3:40 p.m. - 5:00 p.m. :

LucKy prize DrawS & cLOSing KeynOte: “5 tHIngs to do at work tHat wILL Make a dIfference”

Several attendees will receive prizes from Pink Elephant and exhibitors. Join the fun at PinkAsia13!


How To reduce Costs & Improve Services using The Service Catalog

John Paul Andrade, Business Development Manager, Mproof International

Code: General

Is your IT support budget under pressure? A good portal and service catalog implementation can reduce inbound calls by more than 30%, and increase customer/user satisfaction. For reference, a UK Government study has put the average cost of face-to-face transactions at £8.62 each, those via telephone at £2.83, and those via a website at £0.15 pence. In this revealing presentation, John Paul - an ITIL certified consultant of two decades, and co-founder of Helpdesk Institute Benelux - will discuss how self-service can result in big savings by using a portal and service catalog for customers to help themselves and request IT services. He’ll present a case to show that there is no need to increase head count to cope with the increase in customers/users or calls.

Executive Briefings For IT Leaders

Christopher Dean, CEO, PureShare, Inc.

Code: General

IT Management is increasingly asked by executives to produce briefings that are more current, relevant and business-aligned. Challenged by having to transform IT to be in step with the business, executives look to briefings to surface strategic insights, nuggets of information most valuable to them. This session helps attendees with the basics of ideal design, content and format of executive briefings. Attendees will learn how to produce and present briefings that capture the most valuable and relevant metrics executives look for and as well, learn about strategic insights and how these are derived. The method used to produce optimal executive briefings also helps other operationally-focused levels of an organisation orient their metrics towards the highest levels of summarisation needed at the executive level. The result? Briefings that executives can rely on, top-to-bottom transparency and a more agile, business-aligned IT organisation.

Hybrid IT Service Management: Giving you The Choice

Gary Wang, Director, Solutions Consulting, FrontRange Solutions Asia Pacific

Code: General

While cloud computing is without a doubt a significant and strategic element of the IT puzzle, it will hardly displace on-premise IT services. This is particularly true when it comes to IT Service Management tools.

Businesses don’t want - nor must they - be forced into either model. They want the flexibility to deploy ITSM solutions via cloud or on-premise as needs dictate and when and where it makes the most sense for the ever changing organisation. Such a model will protect your company against unforeseen changes in the business enabling it to meet its short-term as well as its long-term requirements.

In this session, Gary will examine the pros and cons of both cloud and on-premise implementations and the benefits of the hybrid model.

[TRACK 2]Pink university

How To Get Senior Management Buy-In


Code: Beginner

Do you and your IT teams know how to talk business in a way that your senior leaders will understand? Do you know how to talk in dollars and cents? In order to win over senior managers you need to speak the language of finance, including ROI and bottom line – do you? If you’re requesting spending on IT – whether it’s for an ITIL project or another process-related initiative, you must use the right approach. And the right approach is to show a business case for value-add that emphasises payoff in terms of worker productivity, reduced costs or new customers (revenue generating opportunities). Based on his many years of experience, Brian will provide you with several tips you can start using immediately to gain more buy-in from your executives – in IT and corporate roles.

How To Conduct Problem Analysis & root Cause Analysis



If you’re an Incident or Problem Manager, this is a must-attend session. Kerry will discuss the techniques, skills and competencies that support Problem Management. ITIL’s certification courses tell you what to do, but not how to do it. And, when it comes to Problem Management many IT organisations struggle to move from a reactive firefighting mode to proactive Problem identification and elimination. Why can’t IT organisations get Problem Management right? It’s mainly because many organisations lack the necessary discipline, process maturity as well as the analytical skills required to effectively track and trend recurring incidents to identify what needs to be done to take permanent corrective action. If you get this right, your IT organisation can show huge value-add to your business’ objectives. In this instructional session, Kerry will take you through several ways to effectively conduct problem analysis and Root Cause Analysis – two must-haves if you want to truly demonstrate business value.

Top 10 Considerations For Implementing Change Management


Code: Beginner

One of the key ITIL processes is Change Management, and many IT organisations include it as an early implementation and improvement focus. While not complicated, Change Management is a complex, multi-faceted process that many IT managers struggle with. Get Change Management right and it works, get it wrong and it becomes a bureaucracy that creates frustration and confusion that everyone wants to bypass. Change Management is a control process that has to have a good balance of efficiency and effectiveness. Join Kerry as he identifies the top ten considerations when developing and implementing Change Management in your organisation. Not only is he a highly qualified consultant, Kerry also has decades of practical experience as a real-life senior IT manager.

Effective Service Level Management – What It really Means


Code: General

Implementing Service Level Management involves many key elements, and in many organisations includes the use of key roles of Business Relationship Manager, Service Level Manager, and Service Manager. Brian will share details of how to cement strong service relationships, OLA, and SLA processes, and he’ll discuss the use of process metrics, service costing, service review meetings, and how these all promote a culture of Continuous Service Improvement.

using Lean IT To Enable IT Service Management


Code: General

As organisations consider the application of best practice concepts they have to balance ITSM concepts against practical business needs. Lean thinking provides this critical balance by ensuring that processes are fit for purpose and not over engineered. In short ITIL provides direction about The Right Things To Do and Lean provides the necessary balance by focusing on Doing The Right Things. In this session Troy will explain how Lean concepts are applied to ITSM principles. You’ll walk away with an understanding of what Lean Management is, awareness of its business value and particularly how it can be applied in ITSM to: establish a business case for process improvement, improve process flows with a focus on velocity and waste reduction, remove bottlenecks, drive consistency and improve quality.

[TRACK 3]Discussion Forums

Best Practices For Implementing An ITSM Tool


Panelists: John Paul Andrade, Business Development Manager, Mproof International & Stephen Wigney, Chief Information Officer - Asia Pacific, Aegis Media Asia Pacific (Singapore only)

Code: General

Bring your questions and most pressing issues to this open forum. Join Troy and a group of panelists from all walks of life including the vendor community together with real-life IT managers who have been-there-done-that!

Adding IT Business Value – What Does It really Mean?


Panelists: David Murray, IT Director, Global Infrastructure Transformation, Honeywell Information Technology Services; Kurt Bergman, Chief Operations Officer Asia Pacific & Japan, Getronics APAC (Kuala Lumpur only) & Stephen Wigney, Chief Information Officer - Asia Pacific, Aegis Media Asia Pacific (Singapore only)

Code: General

The catch phrase “IT business alignment” is a very popular one today. Join Troy and his panelists to

discuss what it really means, including how to communicate the real value of IT. And, how to position improvement projects, and demonstrate ROI when adopting best practice frameworks like ITIL, COBIT, ISO, etc.

Session DescriptionsSession Descriptions


Session DescriptionsSession Descriptions

Supplier Management As A Strategic Enabler


Panelists: David Murray, IT Director, Global Infrastructure Transformation, Honeywell Information Technology Services & Kurt Bergman, Chief Operations Officer Asia Pacific & Japan, Getronics APAC (Kuala Lumpur only)


The dynamics of the business environment have changed dramatically and IT has to deal with constrained markets and intense competition to secure a cost effective win-win contract with a vendor. Many traditional IT managers view relationship building as a sales or marketing responsibility. Supplier Management/Vendor Management is not simply negotiating the lowest price possible. Supplier management is constantly working with your vendors to come to agreements that will mutually benefit both companies. Benefits include lower costs, higher quality, better forecasting and less tension between the two entities that result in a win-win relationship.

The Evolving role Of The CIO: Business Leader, Technologist Or Service Broker


Panelist: Stephen Wigney, Chief Information Officer - Asia Pacific, Aegis Media Asia Pacific (Singapore only)


For years the role of the CIO has changed. As IT has gone through the Main Frame era, Distributed era, Web era and now the Cloud era, the role continues to change. What does the role of the CIO look like today and in the future? Will it be more business driven where the CIO has a really good understanding of what the business needs and creates solutions to address business problems, or is the CIO going to be the Technology specialist who understands all the new technology that is available and how to use it within their organisation or is their role going to be more about knowing the desired business outcomes and is knowledgeable of all the resources required and plays a role in bringing together all the resources to facilitate the business outcomes. Or perhaps the role now is managing performance of external suppliers. All are valid questions. Panelists will provide their perspectives on the challenges associated with the changing CIO role.

[TRACK 4]IT Service Management Case Studies

Introduction To IT Performance Management & Measurement

Miao Song, Group CIO, Golden Agri Resources Limited Singapore


IT organisations are being challenged to assure that their projects/activities, are aligned with overall strategic goals and business objectives, creating value to the business and deliver promised outcomes on time and within budget. IT has no difficulty measuring and managing technical component performance (e.g., server availability, network downtime), it is a challenge for many IT organisations to understand and develop measures that is meaningful to the business. Mia will discuss meaningful measures both tangible and intangible IT performance measures and how to develop them.

Configuration Management: reducing “Total Cost of Ownership” For Assets Through Accurate CMDB

Mayda Lim, Head of Support IDN, Asia, Thomson Reuters


Mayda is an experienced IT professional in technology services, specialising in areas of designing, implementing and adopting a holistic IT Service Management framework and IT Best Practice. She has had significant experience in all aspects of managing an IT organisation including operational responsibility for IT Service Delivery, IT Service Support, Data Center operation, System Management, Application Support, IT Disaster Recovery.

Implementing Service Level Management

yvonne Leong, Service Level Performance & Process Manager, BP Business Service Centre Asia Sdn Bhd

Code: Beginner

Yvonne will discuss real world challenges and opportunities implementing Service Level Management. Implementing formal Service Level Agreements (SLA’s) is a primary objective of many IT organisations; however this activity can often lead organisations into a difficult position with their business customers. What we must remember is that the SLA is an output of the Service Level Management (SLM) process and if we focus too strongly on developing SLAs with their supporting process then we may miss some key process activities that are critical dependencies to ensure the efficiency and effectiveness of delivering services.

Implementing A Global Service Organisation

Kurt Bergman, Chief Operations Officer Asia Pacific & Japan, Getronics APAC


Kurt will discuss Implementing a Service Delivery Organisation across the globe with real life examples to provide onsite support services in 70 countries over a timeframe of 18 months. Kurt works for one of the leading managed workspace services companies in the world, Getronics. He has over 16 years’ experience in managing IT services for oil and gas and finance companies in Europe and APAC. He was responsible for the onsite services for a client with 120,000 users in 70 different countries. He is responsible for the Geotronics business lines including service desk, field services, desk side support and partner management. Kurt has PRINCE2, ITIL Foundation and COBIT certifications.

Implementing A Multi-Vendor Ecosystem

Simon Bolton, IT Global Service Management Director, Rolls-Royce


‘Implementing a Multi-Vendor Ecosystem’, describes Rolls-Royce’s journey to replace a global prime contract with a multi-vendor model, and what they have learned along the way. Simon will discuss the recent service transfer where Rolls-Royce moved from outsourcing to a single vendor to multiple vendors. The scope of service transfer included more than 20,000 users across multiple countries. He will discuss the whole experience, including leadership, buy-ins, planning, communication and implementation of a new model.

IT Management - A Global Perspective

David Murray, IT Director, Global Infrastructure Transformation, Honeywell Information Technology Services

Code: General

Increased globalisation has transformed the business workplace. The challenges of working effectively across diverse international boundaries are enormous, and the implications have significant business and personal impact. Establishing effective common management practices across the IT organisation and its suppliers is now a critical business success factor. David’s presentation will include a discussion about the management approach and best practices that have helped Honeywell effectively deliver IT Services across their international operations.

An IT Service Management Journey - A CIO’s Perspective

Chakib Abi-Saab, Chief Information Officer, Bumi Armada Berhad

Code: General

In this case study presentation, Chaib will provide his senior management and leadership perspective of his organisation’s IT Service Management journey, discussing, lessons learned, and the many positive outcomes accomplished. Chakib has extensive experience in the information technology sector and has held several progressive IT managerial and leadership roles Latin America, the Middle East and Asia Pacific. He holds a Bachelor of Business Management and a Masters of Business Administration, International Business from LeTourneau University, in Longview Texas, USA. In 2012, Chakib was invited to become a member of the Gartner’s Research

Board. The Research Board is an international think tank headquartered in New York City. Membership is by invitation only and is restricted to 500 Chief Information Officers of the world’s largest corporations.

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Business Simulation Games

Interactive workshops in which teams of employees work on challenging issues within a simulated environment. Simulations create awareness and motivation within a team and allow employees to develop personal skills and support team development.

“How-to” Courses Learning about ITSM theories is one thing but applying what you’ve learned in practical applications is another. Pink’s series of practical how-to courses are designed to help you apply what you’ve learned to everyday realistic scenarios. Learn practical topics like: Service Catalog Implementation, ITSM Process Assessment, Root Cause Analysis, and much more.

Products & ToolsPinkATLAS An online knowledge tool and ITIL resource

center; containing hundreds of documents, templates, process maps, implementation how-tos, reference books, videos and white papers. Two types of subscriptions available – Regular or Platinum.

PinkVERIFY PinkVERIFY is an internationally recognised ITSM tool suite assessment service that certifies software applications’ ITIL compatibility.

PinkSCAN PinkSCAN is the industry’s first online ITIL process assessment tool that walks you through a “process health check” of 23 ITIL processes. Plus, get benchmarking data, reports and graphs. PinkSCAN is the most detailed and effective online ITIL process assessment tool available anywhere!

PinkREADY A cultural assessment tool used to assess your organisation’s culture and operational readiness for change. Review the “health” of 22 Critical Success Factors necessary for ITSM project success, based on several best practice models.

CertificationsITIL ITIL Foundation

ITIL Operational Support & Analysis ITIL Release, Control & Validation ITIL Service Offerings & Agreements ITIL Planning, Protection & Optimisation ITIL Service Strategy ITIL Service Design ITIL Service Transition ITIL Service Operation ITIL Continual Service Improvement Managing Across The Lifecycle

Lean IT Based on the core principles of Lean, this two-day certification course will help IT departments become customer and value oriented, removing waste, inflexibility and variability.

ISO 27002 This comprehensive certification course teaches you how to structure and organise information security within your organisation.

PRINCE2 PRojects IN Controlled Environments is a process-based, scalable approach for effective IT project management for those seeking to become effective IT project contributors.

COBIT5 COBIT5 is an IT governance framework that assists enterprises in achieving their objectives for the governance and management of Information Technology.

ConferencesPink Elephant offers a vast array of industry special events. To find out more visit www.pinkelephant.com/Products/Conferences

Pink Elephant is the world’s leading supplier of IT Service Management education, consulting, and conferences. Below is an overview of our products and services. For more details, give us a call or visit our website. We’d love to hear from you!

The very best value in the industry!

The ITIL Foundation course is designed as an introduction to ITIL and enables you to understand how an integrated ITSM framework can be utilised to achieve IT business integration, cost reductions and increased productivity.

Pink Elephant offers this course in several formats including Self-Paced Online. Self-Paced Online learning is cost effective and time efficient as you can learn anytime and anywhere.

Self-Paced Online for ITIL Foundation is offered in two formats: Regular & Platinum. See the chart below for a detailed breakdown of each format.

Self-Paced Online ITIL Foundation Certification Course

Features regular Platinum

Access to fully accredited ITIL Foundation Course – 18 hours of learning 4 4

24/7 availability throughout subscription time 3 months 6 months

Over 200 Pink sample exam questions 4 4

Two APMG sample exams 4 4

Online access to Pink Elephant’s fully accredited course workbook 4

Web proctored exam 4

One exam retake (if required) 4

24 hour online exam proctoring service & exam management portal 4

Ask-the-Instructor online help via email 4

ITIL Foundation Review: Live, online instructor-led exam prep 4

Price: $199 uSD $499 uSD

Self-Paced Online Now, 2 GREAT Options!

14 5th Annual IT Service Management Conference & Exhibition 15Knowledge Translated Into results www.pinkelephant.com Register Today!

registration & General InformationEducation Schedule: June – September 2013

Venue InformationThe conference will be held at the Marina Bay Sands in Singapore and the Mandarin Oriental in Kuala Lumpur. For more information on these venues, visit our website.

regular Conference FeeAfter 5 July, 2013 the following regular fee applies:

• In Kuala Lumpur: MYR 2,995

• In Singapore: SGD $1,295 + GST 7%

Team Discount: For teams of 3 or more from the same organisation, receive a 15% discount for all attendees (a minimum of 3 registrations must be booked and paid for at the same time).

Substitutions & CancellationsYou can cancel until 26 July, 2013 and get a full refund. After this date, no refunds allowed; only substitutions.

Substitutions can be made at any time.

Pink Elephant reserves the right to cancel or reschedule workshops or events.

To registerChoose one of the following options:

• Phone: 60 3 9207 9638 (Malaysia) / 65 6734 2744 (Singapore)/ 800 96 8197 (Hong Kong)

• Email: [email protected]

• Online: www.pinkelephant.com/PinkAsia13

Bring us on-site. All of Pink’s courses can be delivered at your location.

For course descriptions and more details, visit www.pinkelephant.com or call 603 9207 9638 (Malaysia) / 65 6734 2744 (Singapore) / 800 96 8197 (Hong Kong).

Early Bird DiscountIndividual Pricing Take advantage of the best Early Bird Special Offers in the industry.

Register and pay before 5 July, 2013 to receive a 20% discount off the regular fee.

Team PricingFor teams of 3 or more from the same organisation, register and pay by 5 July, 2013 for all attendees to get 25% off the regular conference fee (a minimum of 3 registrations must be booked and paid for at the same time).

Combination PricingRegister and pay before 5 July, 2013 for the conference and a pre- or post-conference workshop and receive a 30% discount on the combined fee.

COurSES FOrMAT JunE JuLy AuGuST SEPTEMBEr

ITIL FOunDATIOn CErTIFICATIOn

ITIL Foundation

Public ClassroomSingapore (3-5) Singapore (15-17) Kuala Lumpur (19-21) Singapore (2-4)

Kuala Lumpur (12-14) Kuala Lumpur (29-31) Hong Kong (12-14) Kuala Lumpur (11-13)

Self-Paced Online Learn at your own pace through your computer from anywhere at anytime. Contact us for details.

ITIL InTErMEDIATE CErTIFICATIOn

ITIL Operational Support & Analysis Public Classroom Singapore (26-30) Kuala Lumpur (23-27)

ITIL Release, Control & Validation Public Classroom Singapore (1-5) Kuala Lumpur (19-23)

ITIL Service Offerings & Agreements Public Classroom Singapore (30-4)

ITIL Planning, Protection & Optimisation Public Classroom Singapore (10-14) Kuala Lumpur (8-12)

ITIL Service Strategy Public Classroom Kuala Lumpur (17-20) Singapore (23-26)

ITIL Service Design Public Classroom Singapore (8-11)

ITIL Service Transition Public Classroom Singapore (22-25) Kuala Lumpur (26-29)

ITIL Service Operation Public Classroom Singapore (17-20)

ITIL Continual Service Improvement Public Classroom Singapore (26-29)

ITIL EXPErT CErTIFICATIOn

Managing Across The Lifecycle Public Classroom Kuala Lumpur (24-28)

COBIT®

COBIT 5 Foundation Public Classroom Singapore (1-3)

ISO CErTIFICATIOn

ISO/IEC 27002 Foundation: Developing Capabilities In Security Management Activities

Self-Paced Online Learn at your own pace through your computer from anywhere at anytime. Contact us for details.

PrInCE2

PRINCE2 Foundation Public Classroom Visit our website for course dates beyond September.

PRINCE2 Practitioner Public Classroom Visit our website for course dates beyond September.

LEAn IT CErTIFICATIOn

nEW! Lean IT Foundation: Using Lean Principles For Continual Service Improvement

Public Classroom Kuala Lumpur (19-20)

“HOW TO” InSTruCTIOnAL WOrKSHOPS

ITIL Overview - FREE! Self-Paced Online Learn at your own pace through your computer from anywhere at anytime. Contact us for details.

ITIL Foundation Review Onsite Contact us to find out how to bring Pink onsite.

Executive Overview Onsite Contact us to find out how to bring Pink onsite.

How To Conduct An IT Service Management Process Assessment Onsite Contact us to find out how to bring Pink onsite.

How To Define & Implement A Service Catalog Public Classroom Kuala Lumpur (18-19)

ITSM Incident, Problem & Change Clinic: How To Conduct A Gap Analysis & Develop An Improvement Plan Public Classroom

Singapore (4)

Kuala Lumpur (11)

nEW! How To Measure, Improve & Manage The Effectiveness Of Your Service Level Management Processes Public Classroom

Singapore (4)

Kuala Lumpur (11)

nEW! Problem Management: Root Cause Analysis Workshop Public Classroom Visit our website for course dates beyond September.

IT Service Management Strategic Roadmap Public ClassroomSingapore (4)

Kuala Lumpur (11)

IT Service Management Implementation Roadmap Onsite Contact us to find out how to bring Pink onsite.

How To Define & Implement A CMDB According To ITIL Best Practices

Public Classroom Visit our website for course dates dates beyond September.

Continual Service Improvement One-Day Workshop Onsite Contact us to find out how to bring Pink onsite.

Service Catalog Implementation Overview Self-Paced Online Learn at your own pace through your computer from anywhere at anytime. Contact us for details.

COnFErEnCES & EVEnTS

5th Annual IT Service Management Conference - PinkAsia13Early Bird Ends

5 July!Singapore(5-6)

Kuala Lumpur (9-10)

Exhibition Showcase

Gain valuable insight into the constantly changing world of IT Service Management focused services and products. Many of the participating organisations provide ITIL compatible products and services. Here is a sample of the organisations that are participating in this year’s exhibition.

For a complete list, visit www.pinkelephant.com/PinkAsia13.

Get Involved!To inquire about exhibiting, contact

Lisa Lyons at [email protected]

Singapore • 5-6 September Kuala Lumpur • 9-10 September

5th Annual


Many Exciting Motivational Speakers & ITIL, IT Service

Management Experts!

David LimInspirational

Keynote Speaker

David MurrayIT Director,

Honeywell Information Technology Services

Simon Bolton IT Global Service

Management Director, Rolls-Royce

Mayda LimHead of Support IDN, Asia,

Thomson Reuters

Anil Dissanayake Director, Professional

Services, Pink Elephant

Troy DuMoulin Celebrated author, blogger,

and one of the world’s leading experts!

And many more!

© Pink Elephant Inc., 2013. The contents of this brochure are protected by copyright and cannot be reproduced in any manner. Pink Elephant and its logo, PinkVERIFY, PinkSCAN, PinkATLAS, PinkSELECT, and PinkREADY are either trademarks or registered trademarks of Pink Elephant Inc. ITIL® is a registered trade mark of the Cabinet Office. PRINCE2® is a registered trade mark of the Cabinet Office. COBIT® 5 is a registered trademark of ISACA®. PMBOK® is a registered trademark of the Project Management Institute, Inc.

[Pink Who?]Each year Pink Elephant presents the world’s #1 IT Service Management conference! We are also

a global leader in IT Management consulting and education. Pink Elephant offers a vast array of

products and services to help you meet your IT and business goals.

For a complete list and details of our full catalog see page 12.

Amazing Program With Endless Learning

Opportunities!


Singapore • 5-6 September Kuala Lumpur • 9-10 September 5th Annual

“PinkAsia13”“PinkAsia13”

E A r L y B I r D E n D S 5 J u L y !

ITIL® | ISO | PrInCE2® | PMBOK® | Six Sigma | COBIT® | Lean IT

The Industry’s #1 Event!

The Industry’s #1 Event!The Industry’s #1 Event!

kuala lumpur • 9-10 september it service management ...€¦ · 4 september, 2013 post-conference...

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