Rethinking Service Management

Why traditional ITSM models are no longer enough

The way organisations consume and deliver IT services has changed fundamentally. Digital products, cloud platforms, automation, and faster delivery expectations have reshaped how value is created — yet many service management models remain anchored in assumptions that no longer hold true.

This leadership session explores why traditional ITSM approaches are increasingly struggling to keep pace with modern enterprises, and what service leaders need to rethink in order to remain effective. Drawing on real client experience and live transformation programmes, it looks beyond theory to examine what actually needs to change in practice.

This session is aimed at CIOs, Heads of IT, and service leaders who are questioning whether their current operating model is still fit for purpose.

Key discussion areas

  • The limits of traditional ITSM models
    Why process-heavy, control-centric approaches are struggling in fast-moving, product-led environments.

  • What organisations are experiencing on the ground
    Common themes emerging from client feedback across sectors and operating models.

  • Rising complexity and expectation
    How scale, speed, and digital dependency are changing what “good service” looks like.

  • Barriers to meaningful change
    Cultural inertia, capability gaps, tooling constraints, and misaligned incentives.

  • What needs to change at a leadership level
    The mindset shifts and focus areas required to modernise service management.

  • Moving from theory to execution
    Practical ways to evolve without discarding existing frameworks and investments

Practical takeaways

From this session, service leaders should come away with:

  • A clearer understanding of why their current model may feel increasingly misaligned

  • Insight into the common traps organisations fall into when attempting to modernise ITSM

  • A more realistic view of where to focus effort first — mindset, structure, capability, or tooling

  • Confidence to evolve existing practices rather than starting again from scratch

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Why this matters

Many service management challenges are not caused by a lack of frameworks, tools, or processes. They stem from applying models that were designed for a different era to problems that now look fundamentally different.

In modern enterprises, services are increasingly:

  • Cross-functional rather than siloed

  • Continuously evolving rather than stable

  • Embedded in digital products rather than standalone IT functions

Traditional ITSM models often struggle in this context because they prioritise control, standardisation, and predictability over learning, adaptability, and flow. As a result, organisations see growing tension between service management, delivery teams, and the wider business.

This session challenges the assumption that service management needs to be “fixed” through more process or tighter governance. Instead, it explores how leaders can rethink service management as an enabling capability — one that supports faster decision-making, clearer ownership, and better outcomes without losing control.

Importantly, it does not advocate abandoning established frameworks. Rather, it looks at how they need to be interpreted and applied differently to remain relevant in modern environments.