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2 The World s #1 ITIL/ITSM Conference! Pink s annual conference is recognized as the largest, most respected IT Sevice Management conference in the world. An Extraordinary Education Experience! Don t Miss this opportunity to hear from the industry s greatest ITIL Luminaries! Join David Ratcliffe, George Spalding, Troy DuMoulin and Gary Case as they share practical tips on how to successfully apply ITIL and ITSM best practices to take your results from good to GREAT! Combined, these consultants have more than 50 years of ITSM experience-a very powerful pack of experts About Pink Elephant! Operating through many offices across the globe, Pink Elephant is the world s #1 supplier of ITIL and ITSM conferences, education and consulting services. To date, over 200,000 IT professionals have benefitted from Pink s expertise. Pink Elephant has been championing the growth of ITIL worldwide since its inception in 1989 longer than any other service provider. To read more about Pink, visit: Who Should Attend! C-level, including CIOs/CTOs/CSOs IT Directors, VPs IT Heads IT Service & Support Managers Service Desk Managers IT Infrastructure Managers Quality Managers and Service Level Managers IT Support/ Help Desk Managers IT Project Managers IT Auditors and IT Consultants IT Suppliers/ Vendors Anyone seeking to understand why and how to implement best practices according to ITIL or ITSM. And, anyone who is interested in building and managing a business focused IT organization 2 ST 1 Annual Pink Elephant IT Service Management Conference & Exhibition

3 Top 10 Reasons to Attend The World s #1 ITSM Event 1 Free 1 -on- 1 ITIL/ITSM Consulting sessions throughout the conference! 2 PINK conferences are the best in the industry. Our North American is the largest most respected ITSM event in the world and we aim to repeat this success in the Middle East. 3 Electrifying keynotes and renowned industry experts! The world is full of people who make a difference and we bring them to you! 4 Extraordinary content! We have the most content-rich program in the industry. From panel discussions to practical guidance, no other event can match our program. We raise the bar...others follow! 5 Get up close and personal with the ITIL Experts! bring your issues, questions and challenges to review with PINK Elephant s expert ITIL consultants-the best in the industry. 6 Re-energize your team! attending our conference is a great team building experience bring your project manager process owner and benefit from incredible team discounts. 7 Face-to-face time with leading industry vendors. Our Exhibition Showcase brings the industry s best vendors directly to you. Forge new relationships or learn what s new in software and technology all under one roof! 8 Rev-ITIL-ize your team! Why bring a team to the conference? It s a great team building experience! And, the more people you bring, the more money you ll save We have something for everyone! No matter where you are in your ITSM journey beginner, intermediate or advanced you ll find sessions that will provide you with meaningful value and guidance! Our customers your peers tell us every year that our conferences are the industry s best! Register Today! 3

4 Schedule-At-A Glance Tuesday, January 26, :00 a.m. - 9:00 a.m.: Registration and Breakfast 9:00 a.m. - 9:15 a.m.: Welcome and Opening Remarks: David Ratcliffe, President, Pink Elephant. 9:10 a.m. - 10:30 a.m.: Standards, Frameworks, Methodologies & Best Practices! Gary Case, Principal Consultant, Pink Elephant 10:30 a.m. 10:50 a.m. : Refreshment Break 10:50 a.m. 12:05 p.m.: TACTICAL How To Conduct Your Own ITSM Process Self-Assessment Troy DuMoulin, AVP Product Strategy, Pink Elephant STRATEGIC Principles of Good IT Governance George Spalding, Executive Vice President Pink Elephant 12:05 a.m. 01:20 p.m.: Round-Table Lunch-Around Network with your peers over lunch and discuss your most pressing challenges and concerns. Is it security? Business alignment? Finance and ROI? Our facilitators will gather and document your collective discussion points. In the following plenary session our expert panel will review your major topics and provide their insights and advice. 1:20 p.m. 2:35 p.m.: Expert Forum Chair: David Ratcliffe Panelists: Gary Case, George Spalding, Troy DuMoulin The challenges and concerns you highlighted over lunch will be recounted and addressed by our Expert Panel. Not only will you hear their advice on the issues you're facing today, but you will also have the opportunity to ask follow-up questions and deliver your own opinions on what is discussed. This panel has a wealth of experience of working with organizations in all sectors and in all regions of the globe. Additionally, we'll review the following certification programs available to us today: the OGC ITSM software certification scheme; the APMG professional ITIL certification scheme; ISO IT organizational certification. These discussion forums are usually the most popular and highly rated sessions at Pink conferences don't miss out! 2:35p.m. 2:55 p.m.: Refreshment Break 2:55 p.m. 4:10 p.m. TACTICAL The Good The Bad & The Ugly of Service Metrics Gary Case, Principle Consultant, Pink Elephant STRATEGIC Principles of Good IT Service Management (ITSM) Troy DuMoulin, AVP Product Strategy, Pink Elephan 4:10 p.m. 4:15 p.m.: Comfort Break 4:15 p.m 5:30 p.m. The Biggest Mistakes Organizations Make When Implementing New Policies & Practices And How To Avoid Them 7:00 p.m 9:00 p.m: Gala Dinner 4 ST 1 Annual Pink Elephant IT Service Management Conference & Exhibition

5 Schedule-At-A Glance Tuesday, January 26, :00 a.m. 9:00 a.m.: Networking Breakfast 9:00 a.m. 10:15 a.m. Continual Service Improvement: From Strategies to Measurements Gary Case & George Spalding,Co-Authors of the ITIL V3 book Continual Service Improvement 10:15 a.m. 10:35 a.m.: Refreshment Break 10:35 p.m. 11:50 p.m. TACTICAL IT Success Through The Service Catalog Troy DuMoulin STRATEGIC Disaster Recovery or Business Continuity? That Is The Question George Spalding 11:50 a.m. 1:05 p.m.: Round-Table Lunch-Around Lunch will be served at tables of eight. Network with your peers over lunch and discuss your successes & failures with tools & vendors in IT. What relationships have worked well, for you? Do you have a supplier management strategy that works? You tell us we'll provide a facilitator at each table to document your collective discussion points. We'll then report back to the next plenary session on your behalf and seek the advice of our expert panel. 1:05 p.m. 2:20 p.m.: Tools & Technologies In IT Service Management Today Troy DuMoulin 2:20 p.m. 2:40 p.m.: Refreshment Break 10:35 p.m. 11:50 p.m. TACTICAL STRATEGIC Developing & Managing An ITSM Program & Projects part 1 George Spalding Risk Management: The Art of NOT Living Dangerously George Spalding 3:55 p.m. 4:00 p.m.: Refreshment Break 4:15 p.m. 5:15 p.m.: How To Save Money & Eliminate Waste During Economic Downturns Gary Case & George Spalding 5:15 p.m.: Closing Remarks David Ratcliffe Conference Ends. See you next year! Register Today! 5

6 Session Discriptions General Sessions Standards, Frameworks, Methodologies & Best Practices! Speaker: Gary Case, Principal Consultant, Pink Elephant A great overview of the current state of play regarding the various bodies of knowledge available to IT managers today. Can ITIL work alongside COBIT? What about Six Sigma? And ISO? In fact there appears to be an almost never ending list of approaches and guidance: TOGAF, CMMi, etom, PRINCE 2, PMBoK, Balanced Scorecard, MOF, ASL, etc. etc. And each one of these frameworks has a custodian organization responsible for development and promotion. In this session we'll take the lid off the world of IT management frameworks to help you make the right choices; avoiding overlap and contention and exploiting opportunities for synergy and value. The Biggest Mistakes Organizations Make When Implementing New Policies & Practices And How To Avoid Them Speaker: Gary Case & George Spalding While every organization's ITSM continuous improvement journey is different, one thing is the same many of them are making the exact same mistakes! During this session, we will provide you with very specific examples of the biggest mistakes organizations are making and what you need to do to avoid them. The agenda includes a look at the right way, versus the wrong way, to approach: Deciding where to start. Program Management, and how this differs from project management. Interpretation of the ITIL V3 certification scheme. Risk Assessments and why these are a must-have at the start of major initiatives, and again at specific milestones. Development of a strategic road map, tactical plans, and operational goals. Developing a road map that will get your organization to where it needs to be. Continuous Improvement and process maturity; what do these really mean? Selection of support tools. Continual Service Improvement: From Strategies to Measurements Speaker: Gary Case & George Spalding, Co- Authors of the ITIL V3 book Continual Service Improvement One of the challenges for many of today's organizations is that managers don't understand the importance of aligning metrics and measurements to the overall business strategy and IT goals and objectives. Here's your chance to learn! Gary & George, both co-authored the ITIL book Continual Service Improvement, and so you're in the safest of hands with this subject! They will describe key measurement concepts from V3's service lifecycle framework as well as discuss business models for setting up a measurement system based on the Balanced Scorecard. They will also provide details about when to start identifying key service and service management measurements to support the Continual Service Improvement practice.. Tools & Technologies In IT Service Management Today Speaker: Troy DuMoulin Never in our history have so many vendors offered such a dizzying array of process automation solutions. In this provocative and revealing session we'll discuss key criteria for tool selection, the tool industry as a whole and even invite key vendors present for a candid conversation about the pros and cons of automation in the ITSM world of Specific topics to be addressed include: Top 3 criteria for assessing an ITSM tool vendor. What if you like the product, but not the vendor? Industry standards for Service Cataloging. Industry standards for CMDB What's next in tool support for IT Support? What's next in ITSM process automation? Reviewing and overhauling your tools the first 90 days of an improvement project. How To Save Money & Eliminate Waste During Economic Downturns Speaker: Gary Case & George Spalding For most of the past 20 years IT spending has been on the increase by whopping factors of double-digit growth. The IT buying spree reached its pinnacle in 1999 with the Y2K party and soon after the dawn of the new century the global economy got even stronger. Throughout the last two decades we have continued to build, buy and hire without strong governance structures, long term plans or clear financial goals other than spend your budget or else you won't get as much next year. The result of these actions has led to a considerable amount of redundancy and inefficiency bordering on, if not wallowing in, waste. The sad truth is that when times are good we don't look at waste in the same way. The concept of Green only becomes important when we run out of the resources we have taken for granted. History shows us that during times of economic recession we look hard at where we can trim the fat and find inefficiencies and in IT we don't have to look too far. In this session, we will review several very practical ways to save money and eliminate IT waste. You'll walk away with numerous tips and specific examples of how to do it. Expert Forum Chair: David Ratcliffe Panelists: Gary Case, George Spalding, Troy DuMoulin The challenges and concerns you highlighted over lunch will be recounted and addressed by our Expert Panel. Not only will you hear their advice on the issues you're facing today, but you will also have the opportunity to ask follow-up questions and deliver your own opinions on what is discussed. This panel has a wealth of experience of working with organizations in all sectors and in all regions of the globe. Additionally, we'll review the following certification programs available to us today: the OGC ITSM software certification scheme; the APMG professional ITIL certification scheme; ISO IT organizational certification. These discussion forums are usually the most popular and highly rated sessions at Pink conferences don't miss out! TRACK 1 - TACTICAL How To Conduct Your Own ITSM Process Self-Assessment Speaker: Troy DuMoulin, AVP, Pink Elephant This hands-on workshop will provide assessment leaders, program managers and key stakeholders with the knowledge and skills required to initiate, plan, conduct and evaluate the results of an IT Service Management (ITSM) process selfassessment project. You will be guided through a proven step-by-step approach based on industry best practices and Pink Elephant's extensive experience. On conclusion you will understand: How an ITSM process assessment should enable continual improvement. 6 ST 1 Annual Pink Elephant IT Service Management Conference & Exhibition

7 Session Discriptions The best practices for planning and conducting ITSM process assessments. How to determine process maturity using the SEI Capability Maturity Model. How to use assessment data to develop road maps and process improvement plans. The Good The Bad & The Ugly of Service Metrics Speaker: Gary Case Gary has a great deal of experience in advising organizations on how to define meaningful metrics and how they should be used for Continual Service Improvement. In this workshop you will: Learn the Critical Success Factors and Key Performance Indicators for common ITIL/ITSM processes. Learn how positive or negative behaviour can result from various types of Service Desk and process metrics. Be provided with a template that can be used to capture strategic, tactical & operational measurement information, and guidance for how to use it. Learn the difference between Service Management Process Measures and true Service Performance Measurements. Defining IT Success Through The Service Catalog Speaker: Troy DuMoulin As co-author of the best-selling book with the same title as this half-day workshop, Troy will show you why the Service Catalog is a musthave in your IT management tool kit. He will then explain exactly how to use related processes to manage the Service Catalog as a key enabler for strengthening IT's capabilities and integrating IT within the business. On completion of this workshop you will: Understand the business case and external drivers for an IT Service Catalog. Learn how to define IT Services, Offerings and Requestable Service Units. Understand how the Service Catalog supports Demand Management, Request Fulfillment and Service Based Costing. Learn how to integrate critical processes such as Service Portfolio, Service Catalog, Service Costing and Service Asset and Configuration Management. Learn the project steps you need to take back to your organization to define and publish a Service Catalog. Developing & Managing An ITSM Program & Projects part 1 Speaker: Gary Case Learn from one of the world's foremost experts in defining & managing ITSM improvement projects. Gary Case's experience and insights are priceless! Come to this workshop to benefit from Gary's unique guidance and advice. He will introduce and explain how to use a portfolio of take aways, including: A template for a Communication Strategy & Plan. A template for a Training Strategy & Plan. A generic ITSM Governance Document template. Strong advice for Program Milestones. A generic WBS (Work Breakdown Structure) template for process design. A generic program and project roles document. Strong advice on where to start, and how to proceed TRACK 2 - STRATEGIC Principles of Good IT Governance Speaker: George Spalding, Executive Vice President Pink Elephant In this session George will explain the key principles and critical success factors of a good IT governance strategy. The objective being to help you establish systems that can provide good oversight and clear, relevant decision-making in IT to support and enable business objectives. Topics to be addressed include: Definition of IT governance Objectives for establishing an IT governance strategy Requirements for good IT governance IT strategy, planning & policy Business/IT alignment & integration Resource management & execution Performance metrics Management of risk & compliance management People management & continual improvement Principles of Good IT Service Management (ITSM) Speaker: Troy DuMoulin In this session you'll hear from one of the world's foremost experts in this field. Troy has worked with many global organizations to help them establish best practice ITSM operations. He'll explain what's needed to ensure you're focusing on the right things as well as the benefits you can expect from your efforts. The Four Key Building Blocks of good ITSM will be outlined and though a self-assessment technique described by Troy - you will be able to compare your own organization's ITSM maturity and effectiveness to the standards described in this session. Disaster Recovery or Business Continuity? That Is The Question Speaker: George Spalding The very concept of downtime sends shivers down the spine of IT and business managers alike all over the world. In this session George will explain how to plan to maximize the availability of IT. Using the principles embodied in the IT Service Continuity Management process in ITIL plus the guidance contained in the teachings of the Disaster Recovery Institute of the U.S. and the Business Continuity Institute of the UK, we will learn the following: What is the difference between Disaster Recovery and Business Continuity? How to maximize the availability of IT to the business How to create a Business Continuity Plan How to test for effectiveness How and when to communicate on Disaster Recovery Risk Management: The Art of NOT Living Dangerously Speaker: George Spalding Every day IT makes changes to its environment. Some are big changes, some are medium, most are small but every change brings a risk. Even if you do everything right, it's still a carefully calculated risk. This session will provide you with the knowledge needed to begin or enhance a risk management practice for all types of organizations. Using the guiding principles from the Management of Risk discipline published by the UK's Office of Government Commerce you will learn: How to recognize risks How to analyze risk How to assess and evaluate risks How to prioritize risks How to mitigate risk exposure How to create a communication plan around risk Register Today! 7

8 Conference And Registration Information Conference Location This conference will be held at the beautiful Jumeirah Beach Hotel - One of Middle East s highestrated hotel. Regular Conference Fee The regular conference fee is $ 2,495. All fees are in US funds. Payment must be received with registration. To Register Choose one of the following options: Phone: events@infosecurity.com.pk Online: Questions? Special Room Rates Wild Wadi Waterpark A block of rooms is reserved for attendees at a special rate + SAVE! Bring your spouse for FREE! Complimentary Access: As a guest of Jumeirah Beach Hotel, you ll get unlimited complimentary access to Wild Wadi Waterpark! Please call us at Monday through Friday. Or us at events@infosecurity.com.pk. Register Today!