The Hidden Costs of Falling Behind
The real impact of outdated service management models
Outdated IT service management models may still keep the lights on, but the true cost is often hidden. As business expectations evolve, legacy ITSM practices can quietly erode performance, increase risk, and undermine confidence in IT’s ability to support the organisation.
This leadership session examines the operational, financial, and reputational consequences of continuing to rely on legacy service management approaches. It explores how governance-heavy models, rigid processes, and siloed ways of working can slow decision-making, inflate costs, and distance IT from the needs of the business.
This session is aimed at CIOs and senior IT leaders who want to understand the real cost of standing still — and how to reframe the case for modernising ITSM without destabilising live operations.
Key discussion areas
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The unseen costs of legacy ITSM
How outdated practices drive inefficiency, rework, and hidden operational overhead. -
Why governance-first models are no longer sufficient
The limits of control-heavy approaches in fast-moving, digitally dependent organisations. -
The impact of rigid processes on responsiveness
How inflexible frameworks slow innovation and reduce the organisation’s ability to adapt. -
Service misalignment with business needs
The operational and reputational consequences of poor alignment between IT and the business. -
Modernising without disruption
Strategies for evolving ITSM in a controlled way while maintaining service continuity.
Practical takeaways
From this session, service leaders should come away with:
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A clearer understanding of the hidden costs associated with legacy ITSM models
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Insight into how outdated practices increase operational and reputational risk
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The ability to articulate a stronger, evidence-based case for change
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Confidence to modernise service management without triggering unnecessary instability
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Why this matters
Many organisations continue to operate ITSM models that appear stable on the surface, but gradually accumulate cost and risk beneath it. Over time, this manifests as slower response times, frustrated stakeholders, increased reliance on workarounds, and a growing gap between IT capability and business expectation.
The challenge is that these costs are rarely visible in traditional performance metrics. Instead, they show up in lost opportunities, delayed decisions, reduced trust, and an increasing perception that IT is a bottleneck rather than a strategic partner.